Terms & Conditions

THERAPY WHOLESALE LTD 

TERMS AND CONDITIONS OF SALE

(These terms may have changed since you last reviewed them)

WHEN YOU BUY FROM US YOU ARE AGREEING THAT:

We ship orders on a weekly basis

As our offices are largely unmanned during the week, orders are packed at weekend and shipped on the first working day following (usually Monday).  When you place an order, a confirmation will be sent to your email address to confirm we have received it, however we may contact you to let you know if there is an issue with stock, or if the order is delayed for any reason. Once your order is packed and ready for collection, an automatic confirmation is sent to you.  If you wish to enquire about your order shipment, please email office@total-therapy.org.

Sometimes we reject orders

Sometimes we reject orders or partial orders, for example, because a product is unexpectedly out of stock, because a payment has declined, because you are located outside the UK, or because the product was mispriced by us.  If this is the case we will contact you to discuss.

When we have to reject an order, we will let you know as soon as possible and refund any amount applicable that you have paid if appropriate

We’re not responsible for delays outside our control

If our supply of your product is delayed by an event outside our control, we won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Services Team: on office@total–therapy.org, to discuss the delay.  If both parties deem it appropriate, you may end the contract and receive a refund for any products you have paid for but not received, less reasonable costs we have already incurred.

Products can vary slightly from their pictures

A product’s true colour, size or packaging may not exactly match that shown in our marketing.  You should check the product descriptions to check sizes and colours available where appropriate.

If you bought online to have your goods delivered by us you have a legal right to change your mind within 14 days.

Your legal right to change your mind. For most of our products bought online, you have a legal right to change your mind about your purchase and receive a refund of what you paid for it, including the delivery costs.  This is subject to the following conditions:

 

• • A return is requested by email to office@total-therapy.org within 14 days of receipt of goods

 

• • All goods you wish to return arrive to us in good condition, with unbroken, original packaging, in an unused state, and any product seals are unbroken.

• • Your name and email address are included on a piece of paper inside the package for identification.

• • The item is not a poster, which is specially printed and sent direct to your address.  These are strictly none returnable, unless they arrive with errors in printing.

If you change your mind about a product you must let us know no later than 5pm on the 14^th day after receipt of goods.  If the order is split into multiple deliveries, each delivery then counts seperately.

You have to return the product at your own cost. If you change your mind about a product, you have to return it to us within 14 days of receipt, so you will need to inform us in plenty of time.  Returns are at your own cost. You can:

 

• • bring the product to the office in Cheshire by arrangement, or

• • send the product back to us, using an established delivery service to our returns address printed on your parcel.  If you do this you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this as, if we don’t receive the goods at all or within a reasonable time we will not refund you the price and you will need to contact your delivery service to claim compensation.  For help with returns, including our collection arrangements for goods which can’t be posted, email office@total-therapy.org.

We only refund standard delivery costs. We don’t refund any extra you have paid for express delivery or delivery at a particular time. For guidance, please refer to Royal Mail Click and Collect prices.

We reduce your refund if you have used or damaged a product. If you handle the product in a way which would not be acceptable in-our offices or the adjacent classroom, we reduce your refund, to compensate us for its reduced value. For example, we would reduce your refund if the product’s condition is not “as new”, the branded packaging is damaged or accessories are missing.  In some cases, because of the way you have treated the product, no refund may be due. Our staff can advise you on whether we are likely to reduce your refund in this circumstance.

When and how we refund you. If your product is a service or goods that haven’t been delivered or that you are returning to the offices, we refund you as soon as possible and within 2 days of receipt of the goods returned in “new” condition.. If your product is goods that you’re sending back to us, we refund you within 14 days of receiving them back from you in “new” condition.. We refund you by the method you used for payment. We don’t charge a fee for the refund.  Please note, although we refund within a certain amount of time, card processing refund may take within 1 hour to 10 working days.  Please allow for this.

You have rights if there is something wrong with your product

If you think there is something wrong with your product, you must contact our Customer Service Team at office@total-therapy.org.  We honour our legal duty to provide you with products that are as described to you on our website and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk. Remember too that

You have several options for resolving disputes with us.

Summary of your key legal rights If your product isgoods, the Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following: Up to 30 days: if your goods are faulty, then you can get a refund.  Up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.  Up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

We can change products and these terms

Changes we can make. We can always change a product:

 

• • to reflect changes in relevant laws and regulatory requirements;

• • to make minor technical adjustments and improvements, for example to address a performance issue.  These are changes that don’t affect your use of the product; and

Changes we can only make if we give you notice and an option to terminate. We can also make changes to the product, but if we do so we’ll notify you to discuss and give the option to end the contract and receive a refund for any products you’ve paid for in advance, but not received:

We let you know, may adjust the price and may allow you to terminate. We contact you in advance to tell you we’re suspending supply,unless the problem is urgent or an emergency. If we suspend the product [for longer than [INSERT PERIOD] in any [INSERT PERIOD]] we adjust the price so you don’t pay for it while its suspended. If we suspend supply, or tell you we’re going to suspend supply, for more than [PERIOD] you can contact our Customer Service Team: [INSERT LINK TO OR WEBSITE ADDRESS FOR CUSTOMER SERVICE TEAM PAGE OR TELEPHONE NUMBER FOR TEAM] to end the contract and we’ll refund any sums you’ve paid in advance for products you won’t receive.

We can end our contract with you

We can end our contract with you for a product and claim any compensation due to us if:

 

• • you don’t, within a reasonable time, either allow us to deliver the product to you or collect it from us. If you have said you will collect a product but you don’t do this within 14 days, unless an agreement is in place in writing with us, then (unless the product is a poster)] we treat your order as cancelled and refund the purchase price.

We don not compensate you for any losses caused by us or our products

We are not responsible for any losses you suffer caused by non-receipt of, or faulty products.  All products should be checked as fit for use on receipt and by purchasing the product you agree that you are qualified to use the product, and therefore should understand the safety implications of use.

We use your personal data as set out in our Privacy Notice

How we use any personal data you give us is set out in our Privacy Policy linked on our website.

You have several options for resolving disputes with us

Our complaints policy. Our Customer Service Team: office@total-therapy.org, will do their best to resolve any problems you have with us or our products as per our Complaints Procedure which is available on request from our customer services team.