Refund policy

Last updated: September 3, 2026

Thank you for choosing BackAlign (backalign.co.uk). We want you to be completely satisfied with your purchase, your comfort, and your recovery. Our Return and Refund Policy is designed to be fair, transparent, and fully compliant with UK consumer protection laws.

30-Day Money-Back Guarantee

We stand firmly behind the clinical quality and effectiveness of our devices. If you are unsatisfied for any reason, you may request a return and refund within 30 days of receiving your order. Your peace of mind is our priority.

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, and unwashed, ensuring proper hygiene standards for ergonomic cushions.

• It must have all original tags, labels, and be in its original packaging.

• You must provide your original order number (e.g., #BA1024).

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

Under UK consumer law, you have the standard statutory right to cancel your order without a specific reason within 14 calendar days from the day you receive your goods. To exercise this right, simply inform our support team via email at support@backalign.co.uk before the 14 days expire.

3. How to Request a Return

To initiate a return smoothly, follow these steps:

• Step 1 - Email Us: Send a quick message to support@backalign.co.uk with your order number and the reason for the return (e.g., '30-Day Guarantee return' or 'Faulty/Damaged item').

• Step 2 - Wait for Confirmation: Our team will review your request within 24 hours and provide you with a Return Merchandise Authorisation (RMA) number along with our secure UK return address.

• Step 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 experience processing delays).

4. Damaged, Faulty, or Incorrect Items

If your BackAlign item arrives damaged, faulty, or if you receive the wrong product, please contact us within 7 days of receipt at support@backalign.co.uk.

• Please provide clear photos or a short video of the issue.

• Depending on the circumstances, we will promptly arrange a replacement or a full refund, and we will cover any return shipping costs for faulty or damaged goods in accordance with UK statutory rights (protecting manufacturing faults for up to 6 months).

5. Return Shipping Costs & Policy

• Standard Returns / 30-Day Guarantee: Customers are responsible for return shipping costs when returning an item under our 30-day guarantee or the 14-day cooling-off period. We recommend using a trackable shipping service.

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

6. Refund Process & Timeframe

Once your return is safely received and inspected by our warehouse team (usually within 3–5 business days):

• Refund Method: The refund will be automatically issued to your original payment method.

• Processing Time: Please allow 5 to 10 business days for the funds to reflect on your bank or credit card statement after we have approved the return.

7. Order Cancellation Policy

• Before Dispatch: If your order has not yet been fulfilled or dispatched, you may cancel it at any time for an immediate, full refund.

• After Dispatch: If your order has already left our facility, it must be returned to us following our standard return process above once it arrives at your doorstep.

8. Contact Information

If you have any questions or concerns about our Return and Refund Policy, we are always here to help:

• Company: Knitnes LTD t/a BackAlign

• Support Email: support@backalign.co.uk

• Returns & Registered UK Address: 2 Frederick Street, Kings Cross, London, WC1X 0ND, United Kingdom

• Company Number: 16836601