Terms of service

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.

Please note that the Testing Service is governed by separate terms and conditions, available here: Vaginal Microbiome Testing Service Terms & Conditions

Pelvic Relief is the trading name of Elgenia Health Ltd, a company registered in England and Wales under Company Number 09833237 and whose Registered Address is at Upper Brockington, Bredenbury, Bromyard, Herefordshire HR7 4TH, VAT Number 227118426. ©Elgenia Health Ltd, 2026. Pelvic Relief® is a registered trade mark of Elgenia Health Ltd.

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.

1. 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 227118426. A delivery note will be included in your shipment. Should you require a VAT invoice please email us at hello@pelvicrelief.co.uk. Please note that there 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 hello@pelvicrelief.co.uk

2. MAKING A PURCHASE

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.

2.5 General

Your order is an offer to buy from us, and nothing we do or say will amount to 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.

Elgenia Health Ltd, trading as Pelvic Relief, is the seller and the contracting party for all orders placed through this website. Payments are processed on our behalf by Shopify Payments and by PayPal.

2.6 Cancellation

If for any 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 Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have a statutory right to cancel your order within 14 days of receiving the items. To cancel, notify us in writing by email to hello@pelvicrelief.co.uk or by letter to Elgenia Health Ltd, Upper Brockington, Bredenbury, Bromyard HR7 4TH. You may use the cancellation form here.

Please return the items within 14 days of telling us, at your own cost. We will refund you within 14 days of receiving them back, or of you showing evidence that you have sent them, whichever is earlier, using the same payment method you used. We will also refund your delivery cost up to our standard rate. We may reduce your refund to reflect any reduction in the value of the items caused by handling them beyond what is necessary to establish their nature, characteristics and functioning.

For reasons of hygiene we cannot accept the return of products sealed in protective packaging if that seal has been broken after delivery. This applies to the seal on the individual product, not to the outer shipping box.

If you wish to change your order before dispatch, email hello@pelvicrelief.co.uk.

2.7 Your legal rights

Nothing in these terms affects your legal rights under the Consumer Rights Act 2015. Goods must be as described, fit for purpose and of satisfactory quality. If an item is faulty you have 30 days from delivery to reject it and receive a full refund, and after that you may be entitled to a repair, replacement or partial refund. These rights are in addition to your right to cancel under the Consumer Contracts Regulations 2013.

3. DELIVERY

Our postage, freight and courier service is handled by Tidal Fulfilment. Correspondence from couriers may state "parcel arriving from Tidal Fulfilment".

Our delivery options, prices, timescales, signature and leave-safe arrangements, international shipping and customs information are set out on our Shipping Policy, which forms part of these terms. Delivery estimates assume the item is in stock. We aim to dispatch within 48 hours but please allow up to 28 days for delivery unless we advise otherwise.

3.1 Short delivered or damaged goods

Please tell us within a reasonable time if goods are short delivered or damaged in transit so that we can put it right.

3.2 Part orders

If we cannot fulfil all of your order we will dispatch what is available and send the balance when stock arrives. Only one delivery charge applies and we will only charge you for items actually dispatched. Tell us when ordering if you would prefer everything in one delivery. Occasionally we may be unable to fulfil a backorder, for example if a supplier withdraws a product. In that case you may return the items already received under section 4.2.

4. DISCOUNTS AND RETURNS

4.1 Discount voucher and promotion code

Discount vouchers, codes and offers cannot be used on sale products, unless specified.

4.2 Returns

In addition to your statutory right to cancel set out in section 2.6, we offer a 28 day returns period from receipt for items you simply no longer want. Items must be returned unused and unopened in their original sealed packaging with labels attached, and we may refuse a refund or exchange where they are not.

We do not offer a free returns service, so the cost of return is yours. We recommend using a recorded delivery service with a suitable level of insurance.

For reasons of hygiene we cannot accept the return of products sealed for health protection once that seal has been broken. This covers our intimate devices, supplements and probiotics, lubricants and microbiome test kits. It applies to the seal on the individual product, not to the outer shipping box.

To return an item, email hello@pelvicrelief.co.uk and we will provide instructions within 24 hours. You may also include the returns form available on our website with your parcel.

Nothing in this section affects your legal rights if an item is faulty or not as described.

5. SUBSCRIBE & SAVE

5.1 Terms & 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.

5.2 Communications

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.

5.5 Termination

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. USING OUR PRODUCTS SAFELY

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 provider 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.

7. GOVERNING LAW AND JURISDICTION

7.1 These terms are governed by the law of England and Wales. You and we both agree that the courts of England and Wales have exclusive jurisdiction, except that if you live in Scotland you may bring proceedings in Scotland, and if you live in Northern Ireland you may bring proceedings in Northern Ireland.