Refund and Returns Policy

Last Updated: May 5, 2026

At EVM PHYSIOTHERAPY LTD (trading as EVMPhysio), we want you to be completely satisfied with your purchase. If you are not satisfied with your recovery gear (such as massage guns or foam rollers), our Returns and Refund Policy outlines your rights and the process for returning items.

1. Return Window (Your Right to Cancel)

Under the UK Consumer Contracts Regulations, you have the statutory right to cancel your order and return the product for any reason within 14 days of receiving your goods.

Additionally, we offer an extended return window. We accept returns within 30 days of the original delivery date. If 30 days have passed since your purchase was delivered, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

  • It must be unused and in the exact same condition that you received it.
  • It must be in the original packaging with all tags, manuals, and accessories included.
  • For hygiene and safety reasons, products that have been used directly on the skin (like massage guns and foam rollers) cannot be returned if the protective hygiene seals have been broken or if the product shows signs of use, unless the item is defective.
  • You must have a receipt or valid proof of purchase.

3. Non-Returnable Items

The following items cannot be returned:

  • Gift cards
  • Items marked as “Final Sale”
  • Products that have been used, altered, or damaged by the customer

4. How to Initiate a Return

Please do not send your purchase back to the manufacturer or directly to our registered office address without contacting us first.

To initiate a return, follow these steps:

  1. Email our support team at support@evmphysio.com with your Order Number and the reason for your return.
  2. If your return is approved, we will provide you with a Return Merchandise Authorization (RMA) number and the specific address of our returns processing facility.
  3. Package the item securely and include the RMA number inside the package.

5. Return Shipping Costs

  • Customer Remorse / Change of Mind: You will be responsible for paying your own shipping costs for returning your item. Return shipping costs are non-refundable. We strongly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
  • Defective or Incorrect Items: If the item you received is defective, damaged in transit, or incorrect, EVM PHYSIOTHERAPY LTD will cover the return shipping costs. Please contact us immediately so we can arrange a prepaid return label or reimburse your shipping costs.

6. Refunds Process

Once your return is received and inspected at our facility, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your return is approved:

  • Your refund will be processed automatically.
  • A credit will automatically be applied to your original method of payment (e.g., the credit or debit card used via Stripe) within 5 to 10 business days.
  • Please note that it may take additional time for your bank or credit card company to process and post the refund to your account.

7. Late or Missing Refunds

If you haven’t received a refund yet:

  1. First, check your bank account again.
  2. Then contact your credit card company; it may take some time before your refund is officially posted.
  3. Next, contact your bank. There is often some processing time before a refund is posted.
  4. If you’ve done all of this and you still have not received your refund, please contact us at support@evmphysio.com.

8. Faulty or Damaged Items (Warranty)

If your product arrives damaged or develops a fault within its warranty period, please contact us immediately at support@evmphysio.com with your order number and photos/videos of the defect. We will arrange a replacement or a full refund in accordance with your statutory rights under the UK Consumer Rights Act.

9. Contact Information

If you have any questions concerning our return policy, please contact us at:

  • EVM PHYSIOTHERAPY LTD
  • Email: support@evmphysio.com
  • Phone: +44 7469 243320
  • Registered Address: Station View House, 41 Brunswick Road, Shoreham-By-Sea, West Sussex, England, BN43 5WA
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