Returns & Refunds:

In the unlikely event that you need to return a product due to damage or incorrect order content, please contact us using the methods provided within our Contact Us page, providing details of the products damaged or incorrectly despatched, and arrangements will be made for the return of the item or items in question.

You must be in possession of a Returns No. prior to conducting any return of damaged or incorrectly despatched products to us. This Returns No. will be provided by us upon receipt of the details concerning your order.

In situations such as those listed above, all costs incurred for the delivery and/or collection/return of the items will be fully covered and reimbursed to the purchaser where necessary.

Returns which are not due to damaged or incorrect order content will be decided on an order by order basis (see our Cancellations page for exceptions to this rule), and Kneesnet (HJ Knee Ltd) reserves the right to retain the costs of delivery, whether charged or not as part of any free delivery offer if applicable. In exceptional circumstances Kneesnet (HJ Knee Ltd) reserve the right to charge a small re-stocking fee which will not exceeding 5% of the returned item cost, for items returned that are not damaged or incorrectly despatched and/or have been purchased from a third party supplier as a direct result of your order for this item.

Refunds of monies paid due will be returned to the customer within 30 days of receipt of the goods in a satisfactory condition using the same payment method as was used to originally conduct the transaction. **

Exchanges:

If after taking receipt of your ordered goods, you wish to exchange an item for another item from our range provided online, the following must be observed:

You must be in possession of a Returns No. prior to conducting any return of goods to be exchanged to us. This Returns No. will be provided by us upon receipt of the details concerning the exchange required. Additionally,

The goods in question must be returned in a re-saleable condition * including:

Packaging intact and unopened.
Content (goods) unused.
In the event that the goods are being exchanged due to an error within our web site, i.e. an incorrect description or image depicting the goods to be exchanged, then all delivery costs incurred for the return and replacement of the goods will be fully covered by Kneesnet (HJ Knee Ltd).

If the exchange of goods is not due to an error as stated above, Kneesnet (HJ Knee Ltd) reserve the right to charge the customer for any additional delivery charges that may apply for sending replacement (exchanged) goods to the customer, and may request that the customer cover the costs at their own expense for return of the original goods requiring exchange. The decision on when we will enforce customer payment of additional delivery charges will be made on a case by case basis, and in the majority of orders will not be applied, but we reserve the right to enforce these charges should we feel the situation requires it.

* All products must be returned to us in its original packaging and condition. Items that show obvious use, manipulation, interference, or where sealed packaging has been opened and the item is not faulty or damaged will be assessed and a decision made as to the appropriateness of a refund. Kneenet (HJ Knee Ltd) reserve the right to refuse a refund if we believe the customer has placed the order with the sole intention of conducting a refund after receipt of the ordered goods or their ordering and refund patterns are those depicting such a premeditated act.