Refund policy

BackAlign - Return and Refund Policy

Last updated: [May 12, 2026]

Thank you for choosing BackAlign (backalign.co.uk).

We want you to be completely satisfied with your purchase. Our Return and Refund Policy is designed to be fair and transparent, ensuring a smooth experience.

1. General Conditions for Returns

To be eligible for a return, your item must meet the following conditions:

  • It must be in the same condition as you received it.

  • It must be unworn, unused, or unwashed.

  • It must have all original tags and labels attached.

  • It must be in its original packaging.

  • You must provide the original order number.

2. Your Statutory Right to Cancel (14-Day Cooling-Off Period)

Under UK consumer law, you have the standard right to cancel your order without a specific reason within 14 calendar days from the day you receive your goods.

To exercise this right, you must inform us of your decision to cancel. Once you have informed us, you have a further 14 calendar days to return the items to us.

3. The Returns Process

To initiate a return, you must first contact our customer support team:

  1. Email Us: Send an email to [support@backalign.co.uk] with your order number and the reason for the return (e.g., 'Exercising statutory right to cancel' or 'Faulty/Damaged item').

  2. Wait for Confirmation: Our team will review your request and provide you with a Return Merchandise Authorisation (RMA) number and a specific return shipping address.

  3. Ship the Item: Package your item securely and ship it back to us, clearly marking the RMA number on the outside.

Note: Returns sent back without prior authorisation may not be processed.

4. Damaged, Faulty, or Incorrect Items

If your BackAlign item arrives damaged, faulty, or if you receive the wrong product, please contact us within [NUMBER, e.g., 7] days of receipt at [support@backalign.co.uk]. We are here to sort it out.

  • Please provide photos of the issue.

  • Depending on the circumstances, we may offer a replacement or a full refund, and we will cover the return shipping costs for faulty or damaged goods.

5. Non-Returnable Items

For hygiene and safety reasons, we are unable to accept returns or offer refunds for items that have been:

  • Used and show signs of wear.

  • Personalized or customized.

  • Modified or altered in any way.

  • Purchased during a 'Final Sale' with an explicit non-returnable condition.

Note: Ergonomic cushions like the Backalign product are returnable under standard cooling-off rights if they remain unused and in their original packaging, ensuring hygiene.

6. Return Shipping Costs

  • statutory Cancellations (14-Day Cooling-Off): If you are exercising your right to cancel within the statutory 14-day period, you are responsible for the cost of returning the item to us.

  • Damaged/Faulty Items: If you are returning an item due to damage or a fault (under the standard UK consumer rights for up to 6 months), we will cover the return shipping costs. We will provide a pre-paid label or reimburse you upon receipt of a valid receipt for the shipping costs.

7. Refund Process

Once your return is received and inspected (usually within [NUMBER, e.g., 5-7] business days), we will process your refund:

  • Refund Method: The refund will be issued to the original payment method used for the purchase.

  • Original Shipping Costs: If you cancelled within the statutory 14-day period, we will also refund the original shipping costs you paid to us (up to the standard delivery rate), as required by UK law.

  • Refund Timeframe: Please allow [NUMBER, e.g., 7-14] business days for the refund to reflect on your bank or credit card statement after we have confirmed your refund is approved.

8. Contact Information

If you have any questions or concerns about this Return and Refund Policy, please contact us at:

Email: [support@backalign.co.uk] Return Address: [YOUR RETURNS FACILITY ADDRESS, e.g., BackAlign Returns, [2 Frederick Street, Kings Cross, London, UNITED KINGDOM], [WC1X 0ND]