Terms & Conditions
Welcome to the pelvicrelief.co.uk website terms and conditions of use.
Please read these carefully as they affect your rights and liabilities under the law and set out the terms under which pelvicrelief.co.uk makes items available to you via www.pelvicrelief.co.uk and its microsites.
We are registered in England and Wales under Company No: 09833237 under the name Elgenia Health Ltd and have our registered office at The Barn, Upper Brockington, Bredenbury, Bromyard, Herefordshire, HR7 4TH. Our main shipping address is The Barn, Upper Brockington, Bredenbury, Bromyard, Herefordshire, HR7 4TH.
Our unique GLN location code is 5060548470005.
We recommend you revisit these pages regularly to be kept informed of any changes to our terms and conditions, as we reserve the right to change and update them from time to time.
Use of this website
Materials on this website are displayed solely for the purposes of promoting Pelvic Relief’s range of products and services. All rights including copyrights are owned by Elgenia Health Ltd.
Elgenia Health Ltd cannot guarantee that your use of the website will not cause damage to your computer, it is your responsibility to ensure you have the right equipment to use our websites safely and to screen out anything that may damage or harm your computer.
As an online retailer our main method of communication is via email, therefore we would ask that you ensure you add our domain pelvicrelief.co.uk to your “safe senders” list, as it is quite possible that our emails may go into your Junk or Spam, and we have no control over this.
We have placed links on our website to other sites you may like to visit at your discretion. We do not have any control over any third party sites and their content.
Unauthorised use of these websites may result in a damages claim and/or be a criminal offence.
1.1 Accuracy of content
We reserve the right to modify or withdraw temporarily or permanently this website or microsites (or any part thereof) with or without notice.
We make every effort to describe and show items as accurately as possible; despite this, slight variations in items may occur. The colour of goods might therefore vary slightly from that shown on the website, and due to limitations of browser software and monitors.
Accessories supplied to co-ordinate with the main product may differ in shade; this is normally caused by the manufacturing process and is not a fault.
If by mistake we have under-priced an item we shall not be liable to supply that item to you at the stated price, provided that we notify you before we despatch the item to you. In those circumstances we shall notify the correct price to you, so you can decide whether or not you wish to order the item at that price.
All prices shown are pounds sterling and inclusive of VAT at the current rate. The VAT number of Elgenia Health Ltd is 227 118 426. A delivery note will be included in your shipment. Should you require a VAT invoice please email us at firstname.lastname@example.org. Please note that their may be import duties to be paid on international deliveries and these are the responsibility of you, the customer.
If there is anything which you do not understand or if you wish to obtain further information please contact our customer services (email: email@example.com)
2 Making a Purchase
Shopping with Pelvic Relief is easy:
2.1 Stock Availability
We strive to ensure that we have adequate stock of all items and that stock levels shown on this website are current. At certain times some items may however be out of stock, and although we always try to get stock replenished, this is not always possible.
2.2 Purchasing online
Upon entering the checkout you will be asked for the cardholder’s name and address, and delivery details, if these are different. You warrant the personal information which you are required to provide as a customer is true, accurate, current and complete in all respects. You agree not to impersonate any other person or entity or to use a false name, or a name that you are not authorised to use.
You will then be passed to our payment service provider,
Payments are accepted via Shopify Payment Services and can be made using Credit / Debit or Amex Cards
You may also choose to be redirected to www.paypal.com where you will be required to enter your payment information to make payment.
2.3 Trouble placing an order online
We do have anti-fraud measures in place that may automatically fail any credit or debit card. If your transaction has failed, please try the following:
– Make sure there are no spaces in the credit card number
– Check you have entered the correct expiry date
– Ensure you have entered the 3 digit card security code from the back of your card (Amex users this is the four digit number on the front)
– Check you have typed in your address / postcode as it appears on your statements
If you are still experiencing problems please call us and we can arrange for another payment method.
We may have to contact you once you have completed your order online as we have secondary anti-fraud measures in place, which flag up anything unusual with the payment details (e.g. incorrect postcode etc.) We appreciate whilst this can be frustrating it is paramount in reducing online fraud, thus benefiting both parties.
We shall contact you by email outlining the problem and requesting that you contact us so your order can be processed. We shall always include your order number upon contacting you, so you know this is not a “phishing” email.
2.4 Purchasing by phone
If you prefer to place an order by phone, please contact us by email, if possible providing a telephone number and we will endeavour to contact you to take the order within 24 hours. For ease and speed please have all your details to hand – product reference, delivery details, payment method etc.
Your order is an offer to buy from us, nothing we do or say will amount to any acceptance of that offer, until we actually dispatch an item to you, at which point a contract will be made between us. At any point until then we may decline to supply an item to you, upon which we shall contact you and advise you.
We shall take all reasonable care so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer, if a third party procures unauthorised access to any data you provide when contacting us.
Non-acceptance of an order may be a result of one of the following:
– The product you ordered being out of stock
– We are unable to obtain authorisation of your payment
– The identification of a pricing or description error
However we are not obliged to give a reason for declining an order.
Please note that all payments are handled by Elbelle Ltd or Elgenia Health Ltd and Elbelle Ltd or Elgenia Health Ltd will appear on any bank statements rather than the individual site that you purchased from. E.g order from pelvicrelief, payment processed by Elbelle Ltd or Elgenia Health Ltd.
If for any other reason beyond our control we are unable to supply a particular item, we shall not be liable to you except to ensure that you are not charged for that item.
Under the Consumer Protection (Distance Selling) Regulations you have a statutory right to cancel your order and receive a full refund (delivery up to standard rate only) – except Special Orders as noted below. You may cancel your order up to and including the seventh day after receipt of the item(s)
If you wish to cancel your contract you should notify us in writing either by letter (Elgenia Health Ltd, The Barb, Upper Brockington, Bredenbury, Bromyard HR7 4TH) or by email to firstname.lastname@example.org (Cancellations must be sent to this email address and not to any individual within the company). Items are returned at your cost.
NOTWITHSTANDING THE INTIMATE NATURE OF SOME OF OUR PRODUCTS MEAN WE CANNOT ACCEPT RETURNS IF THE PACKAGING PROTECTING THE INDIVIDUAL DEVICES HAS BEEN DAMAGED OR TAMPERED WITH IN ANYWAY. Items will be inspected for damage and if the seal on the protective packaging has been broken we cannot refund the item in question.
If you wish to change your order prior to dispatch please contact Customer Services by email to email@example.com
Special Orders – we may be able to supply relevant/associated items which are not available to order on our web sites; in this instance if you then wish to cancel/return the item there will be a 20% handling charge, made to you.
Our postage, freight and courier service is handled by Tidal Fulfilment of the same registered address. Correspondence from couriers may state, “parcel arriving from Tidal Fulfilment”.
We currently offer two UK mainland delivery options, please note the estimated delivery times assumes the item is in stock. We endeavour to dispatch your order within 24hrs but please allow up to 28 days for delivery, unless advised otherwise.
“One Hour Delivery Window”
Any one of our (ex International) methods of shipment may be delivered with Interlink Express. Interlink Express have introduced a new “one hour delivery window” which works as follows:
– An email or text will be sent confirming the dispatch of your order and the due date for delivery
– On the day of dispatch a second email or text notification will be sent advising you of a one hour delivery window. This is normally accurate, however cannot be guaranteed, due to unusual circumstances.
– If the day of delivery is not convenient you can easily reply to the email or text to liaise with Interlink Express for an alternative delivery day which may be more convenient.
When you purchase an item, an option is given to have the goods delivered to a different address to that of the cardholder. This can be used to deliver goods to work or friends etc.
3.1 UK Standard Delivery £3.95 – up to 5 working days
UK standard deliveries are typically charged at £3.95. All standard deliveries are typically sent using Royal Mail or APC and may take up to 5 working days.
Most standard deliveries will require a signature.
3.2 UK Mainland Next Day Delivery £7.95
We use two methods of shipment for next day delivery depending on the item. The first is Royal Mail Special Delivery, which should be delivered before 1pm Monday-Friday (excluding Bank Holidays).
The second method is DPD and delivery will take place between 8am and 6pm Monday to Friday (excluding Bank Holidays).
PLEASE NOTE THE FOLLOWING CONDITIONS APPLY FOR NEXT DAY DELIVERY:
- Orders must reach our office by 12 noon the preceding day. Orders received after 12 noon may still be eligible for next day delivery although this is not always possible.
- Orders received between 12 noon on Thursdays and 12 noon on Fridays will be delivered on the following Monday. Orders received after 12 noon on Friday, or on Saturday or Sunday will be delivered on the following Tuesday.
- We endeavour to stock all products, however at busy times of the year and occasionally due to suppliers, there may be times when we are out of stock of a product and we shall advise you accordingly.
- All deliveries must be signed for by an adult over 18 years of age. If there is no one at the address the carriers will attempt delivery to a neighbour and obtain a signature – a card will be left at your address stating where the parcel has been left.
- Parcels can be left safe without a signature in a safe place, if requested, but from this point you the customer are liable for the goods and our carriers and Elgenia Health Ltd will no longer be responsible.
- Next day delivery is only available in mainland UK.
We cannot guarantee next day delivery however we will endeavour to reach this target and rarely experience any difficulties. In the event an item is not delivered we shall not be liable to refund the delivery charges.
Carrier deliveries may require a signature unless we are requested to leave the parcel safe – in this instance as soon as the driver has left the parcel it becomes your responsibility and we are not liable for either damage or missing parcels.
3.5 Applicable to some U.K. deliveries
If there is no one at the address the carriers may attempt delivery to a neighbour. This is an option that can be selected via the courier prior to delivery. If a parcel is delivered to a neighbour a card will be left at your address stating where the parcel has been left. If you do not want your parcel left with a neighbour please indicate this via the couriers website and leave a signed note explaining where the delivery may be left. This is done at your own risk. If it is not possible to do this, the parcel will be returned to your local branch for collection by you. A second delivery attempt is available upon your contacting the carrier within 5 working days of receiving the card and arranging this, after this the parcel will be returned to Elgenia Health Ltd, where a subsequent redelivery will be chargeable to you.
3.8 International Deliveries*
International shipping costs are provided as an estimate only, In the majority of cases the price illustrated below is correct. However, due to some destinations and the weight of some goods, this may vary – in this instance we shall contact you with a quote prior to dispatch.
The prices quoted on our website include VAT at the current rate. The website will automatically remove VAT on eligible items once delivery details are entered for orders being shipped outside the UK. Responsibility for local taxes and duties in the destination country, lie with you the customer. Please check likely import costs due in your local region before completing your purchase.
The international shipping costs are calculated according to the value and destination of your goods and will be calculated at the final checkout.
* We reserve the right to quote a higher delivery charge for orders containing unusually bulky or heavy items.
Additional note regarding Customs and Import fees
Customs clearance charges and fees may be payable on items/goods entering the destination country including the EU from the UK. These depend on the contents’ value.
- Items valued at under €22 will remain part of the Low Value Consignment Relief (LVCR) Scheme for items sent to the EU and are not subject to VAT or duties until 1 July 2021 (subject to further extension date to be set by the EU).
- Items sent to the EU over €22 and below €150 may be taxed at the border and may incur a customs clearance/handling fee in the receiving country
- Items sent to the EU over €150 may attract VAT, customs duties and a clearance/handling fee
- The customs authorities in the destination country and the customs thresholds in place determine if charges are due on imported goods.
- The levels and thresholds of charges vary from country to country
3.6 Short delivered/damaged goods
Notification of goods short delivered or damaged in transit must be received by us in writing within 3 days of delivery. Failure to comply with these instructions may invalidate subsequent claims.
3.7 Part orders
Should we be unable to fulfil all of your order, we shall dispatch items currently available and the balance of your order will follow as soon as stock has been received.
Only one delivery charge is applicable for part orders – we shall only debit your card for items actually dispatched. If you would prefer to receive all items in one delivery please notify us at the time of placing your order. In exceptional circumstances there may be times when we are unable to fulfil your backorders i.e. if a supplier withdraws a product without prior notification. In this situation the goods already received are only eligible for a refund if unused and returned in a saleable condition (with original labels and packaging intact) as stated in our returns policy.
We cannot guarantee to fulfil backorders although we rarely experience such problems.
We attempt to deliver as quickly as we can, but in busy times it could take up to 10 working days to receive your order. Next Day courier delivery is £7.95 (orders must be placed before 12pm)
4.3 Discount Voucher and Promotion Code
Discount vouchers, codes and offers cannot be used on sale products, unless specified.
If you wish to return any sale items for a refund or exchange please do so within 28 days. We do not offer a free returns service, the cost of the return is down to the customer. When returning any items, we recommend that you use a recorded delivery service with a suitable level of insurance.
We do ask all products are returned to us within 28 days of receipt, in a saleable condition.
Due to THE INTIMATE NATURE OF SOME OF OUR PRODUCTS MEAN WE CANNOT ACCEPT RETURNS IF THE PACKAGING PROTECTING THE INDIVIDUAL DEVICES HAS BEEN DAMAGED OR TAMPERED WITH IN ANYWAY. Therefore we handle returns via direct email contact. Please email us should you wish to return and item at firstname.lastname@example.org and we will provide instructions within 24 hours. Items will be inspected for damage and if the seal on the protective packaging has been broken we cannot refund the item in question.
– You are required to take reasonable care of items.
– All returns must be in their original condition with the labels attached and in the original packaging. (Goods which are not returned in a saleable condition may be refused a refund or exchange).
All orders are subject to acceptance under Elgenia Health Ltd and pelvicrelief.co.uk standard terms and conditions.
5.0 Subscribe and Save
5.1 Terms and Conditions
Subscribe & Save is a subscription service offered by Pelvic Relief (Elgenia Health Ltd). Subscribe & Save items will ship automatically based on the frequency you select until you cancel. By placing your order, you are authorising us to charge your payment method for future orders at the frequency you have selected.
You can change the frequency or cancel your subscriptions at any time through the My Subscriptions section which can be found in My Account.
On all subscription orders you will qualify for the discount we have assigned to the product.
If you cancel any order, you will be refunded with the amount you have actually paid for the product(s).
Pelvic Relief (Elgenia Health Ltd) reserves the right to cancel the subscription offering at any time. If this occurs you will only be charged for products that have been dispatched to you.
3 to 5 days prior to your subscription delivery you will receive an upcoming orders email. Please note the price in this email is subject to change. The price you pay will be set out in your order confirmation email.
5.3 Eligible Purchases
Only items marked with the ‘Subscribe & Save’ on product pages will qualify for Subscribe & Save benefits.
5.4 Out of Stock Items
Occasionally the product on your subscription may be out of stock. In this instance your order will be shipped as soon as stock is available. You will only be charged once your order is dispatched to you.
We may terminate your subscription at our discretion without notice. If we do so you will only be charged for orders that have been dispatched to you.
6.0 Devices for Treatment of Conditions of the Pelvis
For any medical condition please always seek the guidance of a trained healthcare professional (GP, Physiotherapist or Specialist Consultant). Please follow guidance and instructions for use for all of our products including care and cleaning instructions.
Please consult your healthcare practitioner for instructions for internal massage, dilation therapy, pelvic floor training and correct use of any medical devices used in the treatment of any conditions referred to on our website.