Returns & Refunds Policy

Overview 

At GentleCare, we strive to ensure complete customer satisfaction with our braces and supports. If, for any reason, you are not entirely satisfied with your purchase, we offer a 365-day money-back guarantee. Please read our detailed policy below to understand the conditions and process for returns and refunds.

Conditions for Returns:

1. Unused Products: Products must be returned in their original, unused condition to be eligible for a refund.
2. Original Packaging: Products should be returned in their original packaging, with all accessories, manuals, and documentation included.
3. Return Shipping Costs: Customers are responsible for all return shipping costs.

Return Process:

1. Initiate a Return: Contact our customer support team at [email protected] to initiate a return. Please include your order number and reason for the return in your email.
2. Prepare Your Return: Ensure the product is unused and in its original packaging. Securely package the product to prevent any damage during transit.
3. Ship the Product: Send the product to our logistics center in Lithuania at the following address: GentleCare (Onore), S. Neries 66F, LT-70171 Vilkaviskis, Lithuania
4. Refund Processing: Once we receive the returned product and verify its condition, we will process your refund. Refunds will be issued to the original payment method within 14 business days.

Faulty or Damaged Products: If you receive a product that is faulty or damaged, please contact us immediately at [email protected] with your order number and details of the issue. We will arrange for a replacement or refund as per your preference.

Exchanges: We currently do not offer direct exchanges. If you need a different size or product, please return the original item for a refund and place a new order.

Consumer Rights: This policy does not affect your statutory rights under the UK Consumer Rights Act 2015. You have the right to return goods that are faulty or not as described within 30 days of receipt.

Contact Information: For any questions or concerns about our Returns & Refunds Policy, please contact us:

• Phone: 0744 142 6003 (Mon – Sun, 24/7). Outside the UK: +44 744 142 6003
• Email: [email protected]
• Mailing Address: GentleCare, Cambridge Biomedical Campus, Hills Road, CB2 0QQ, Cambridge

We appreciate your business and are committed to providing you with high-quality products and excellent customer service.