Returns & refunds.
The short version, then the policy in full.
14-day cancellation period
On anything bought outright, from the day it arrives — unused, unopened and in resaleable condition. Wraps, braces and sleeves are the exception once unsealed, on hygiene grounds.
Returns are free
We send a prepaid QR code, or arrange a Royal Mail collection from your address. Refunds go back to the original payment method within 14 days of us receiving and checking the item.
Returning hired kit is free
We email you towards the end of your hire to organise it.
Starting a return
Email orders@recoverykit.co.uk with your order number and what you would like to send back. We will reply with a prepaid QR code for a Post Office drop-off, or arrange a Royal Mail collection from your address — no printer needed either way. There is no form to fill in and no need to call.
Ending a hire: we email you before your hire ends with a link to arrange the return. Start it at least two days before the final day, so the Royal Mail collection or drop-off code can be issued in time. If something is faulty or damaged, tell us within 48 hours of delivery and we will sort it.
Email orders@recoverykit.co.ukPurchase
Returns and Refund Policy
The Purchaser has the right to cancel the order and request a refund within 14 days of receiving the Products, in accordance with UK consumer law (Consumer Contracts Regulations 2013). To qualify for a refund, the Products must be returned unused, unopened, and in perfect resaleable condition, including all original packaging and accessories. Return shipping is free: the Company will either arrange a Royal Mail collection from the Purchaser's address or provide a prepaid Royal Mail drop-off QR code to take to any Post Office (no printer required). Refunds will be issued to the original payment method within 14 days of receipt and inspection of the returned goods. Products that have been opened, used, or damaged after delivery will not be eligible for a refund.
Wraps, Braces and Sleeves — Hygiene Exclusion
NICE1 wraps and Incrediwear braces and sleeves are personal therapeutic wearables worn directly against the body. In accordance with regulation 28(3) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Purchaser's 14-day right to cancel does not apply to these items once they have been unsealed or used after delivery, on hygiene grounds. Returns of wraps, braces and sleeves are accepted only where the original packaging and any hygiene seal remain unbroken and the item is unworn and unused. This does not affect the Purchaser's statutory rights in respect of faulty, damaged, or incorrectly supplied Products.
Faulty or Incorrect Goods
If the Products are faulty, damaged, or incorrect, the Purchaser must notify the Company within 48 hours of receipt. The Company will arrange for repair, replacement, or refund as appropriate, in accordance with the Purchaser's statutory rights.
Hire
Return Requirements
The Hirer must return the Equipment in full and in good working order — collected by Royal Mail or dropped off at a Post Office — no later than 5:00pm on the final day of the hire period (or, where that day is a Sunday, by 5:00pm the following Monday), using the return packaging provided by the Company. Return shipping is free: the Company will either arrange a Royal Mail collection from the Hirer's address or provide a prepaid Royal Mail drop-off QR code to take to any Post Office (no printer required). So that the collection or QR can be arranged in time, the Hirer must initiate the return — via the link in the end-of-hire email, or by contacting the Company directly — by the deadline stated in that email, which is two days before the final day of the hire period.
Late Returns and Additional Charges
Unless otherwise agreed with the Company (for example, in exceptional circumstances), a late return charge of £25 per day applies for each day after the final day of the hire period that the Equipment remains unreturned — that is, has not yet been collected by Royal Mail or dropped off at a Post Office. Where the final day of the hire period falls on a Sunday, the Equipment may instead be returned by 5:00pm the following Monday at no extra charge, with the late charge accruing only for each day after that. The Company may also recover further costs, including but not limited to collection and recovery costs and, where the Equipment is not returned at all or is returned in an irreparable condition, the full replacement cost. These charges are payable immediately upon notification.
Subscription
Return of Equipment
The Subscriber must return the Equipment by the final day of their subscription period (or any agreed extension). Before the end of the subscription, the Company will send the Subscriber an email with options to arrange a return. Return shipping is free: the Subscriber may choose a Royal Mail collection from their address or a prepaid Royal Mail drop-off QR code to take to any Post Office (no printer required). So that the collection or QR can be arranged in time, the Subscriber must initiate the return — via the link in the email, or by contacting the Company directly — by the deadline stated in that email, which is two days before the final day of the subscription period. The Equipment must be returned in good working order, with all original accessories and packaging. Unless otherwise agreed with the Company (for example, in exceptional circumstances), a late return charge of £25 per day applies for each day after the final day of the subscription period that the Equipment remains unreturned (not yet collected by Royal Mail or dropped off at a Post Office); where that final day falls on a Sunday, it may instead be returned by 5:00pm the following Monday at no extra charge. Further charges may apply, including the full replacement cost where the Equipment is not returned.
These clauses are reproduced from our terms and conditions, which govern in full. Nothing here affects your statutory rights.