The following Terms & Conditions are a consolidation of all the separate specifications detailed within our Information pages, and has been provided as an easy means of printing the full specifics concerning making a purchase from us.

The content of this page or any other page within the Kneesnet site
does not affect your statutory rights as a consumer.

Kneesnet Refunds, Returns & Exchanges Policy
All our products come with a 30 day no quibble guarantee. *

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.

Kneesnet Cancellations

Under law you are entitled to change you mind and cancel an order placed with Kneesnet (HJ Knee Ltd) under the following information and conditions:

Within seven (7) working days of receipt of the goods. *
Within seven (7) working days of ordering services. *
If you decide that you wish to cancel your order with us you must carry out one of the following:

Send an email to cancellations@kneesnet.co.uk informing us of your decision to cancel your order. Providing details of your order number, name, address and date of order/purchase. A member of the Kneesnet team will be in touch with you to arrange the cancellation.
Telephone us on +44 (0)1225 754161 and have to hand all the information as required in the email method of cancelling an order. Arrangements will be made during your telephone call to arrange your cancellation.
Mail us at Kneenet (HJ Knee Ltd), 27 Fore Street, Trowbridge, Wiltshire, BA14 8EU, United Kingdom. again providing us with all the information as required for an email cancellation with the addition of a contact telephone number if available. A member of Kneesnet will telephone you to arrange your cancellation (if available) or send you a letter of confirmation and cancellation instructions.
No cancellations of an order and subsequent return of the goods will be accepted unless you have used one of the three methods of cancellation described above, for which a returns number will be issued by us on these occasions.

Under certain conditions you do not have a right to a cancel an order placed with us and includes:

Services provided within seven (7) days of an order for which you have agreed to waive your rights to cancel an order for services with us.
Goods that have been made or imported upon your personal specifications.
Goods of a perishable nature that would not be fit for resale or past there life-span date as a result of your order. (e.g.. flowers & foods)
Sealed Audio or Video Recording media and/or computer software of any nature that has been opened. (Additional software licences will also apply).
Newpapers, periodicals, books and magazines.
Refunds of monies paid due to cancellations 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. **

Kneesnet Complaints Procedure
In the extremely unlikely event that you need to make a complaint about any of the products and services provided to you by Kneesnet (HJ Knee Ltd) or anything else that is directly attributed or associated with Kneesnet (HJ Knee Ltd) then please carry out the following:

Send an email explaining your complaint in as much detail as you can to complaints@kneesnet.co.uk. This complaints email is not to be confused with any other email address supplied by or within Kneenet, i.e. it is not to be used in preference to any other email addresses as this will only slow down a response to your complaint being answered. complaints@kneesnet.co.uk is purely for complaints alone.
Upon a member of Kneesnet (HJ Knee Ltd) staff taking receipt of your complaint email, you will be sent an acknowledgment that your complaint has been received with the following details:

The Date & Time you transmitted your email to us.
The Date & Time your email was collected by the staff at Kneesnet (HJ Knee Ltd).
You will be provided with a "Reference No:" which should be used in all further correspondence with us concerning this complaint.
A time scale as to when you will next hear from Kneesnet (HJ Knee Ltd) with either a solution to your complaint or an update to its progress.
Kneesnet (HJ Knee Ltd) will then look into the particulars of your complaint and rectify any and all points that are within our powers to rectify. In the unlikely event that we are unable to rectify your complaint without further discussions with you, we will email you requesting your permission to telephone you, asking you for a day which is acceptable to you with an A.M or P.M option for when we can call.

Alternatively: If you do not wish to use an email system for making your complaint you are always welcome to register your complaint by mail to:

Knees of Trowbridge
Kneesnet Complaints
27 Fore Street
Trowbridge
BA14 8EW

Complaints received by conventional mail will be acknowledged by email initially with a written answer to your complaint being sent within seven (7) days after receipt.

Additionally you can phone / fax us on:
+44(0)1225 754161 / +44(0)1225 777422

Rest assured that Kneesnet (HJ Knee Ltd) will deal with all complaints in a confidential, open, fair, unbiased and professional manner.

Calls to Kneesnet (HJ Knee Ltd) are charged at standard BT Home & Business Rates and vary dependant on your location within the United Kingdom.

Kneesnet Disclaimer
All information provided within the Kneesnet (HJ Knee Ltd) web site, mailing (electronic or postal), literature or any other media, electronic or otherwise, distributed by HJ Knee Ltd is provided without warranty as to its accuracy, although every effort has and will continue to been made to ensure accuracy of such information.

This includes, but is not limited to:

General product information.
Images used to depict products.
Prices associated with a single or group of products.
Possible guides, uses and suggestions for use of products.
Warnings, limitations and exceptions.
The content and/or ingredients that makes up a product.
This disclaimer is not provided to enable us to over-state/exaggerate products, make fraudulent statements or detract from what is true and honest. This is merely to protect us from human error with omissions and errors with product associations and information made by our staff within the pages of this site, although where practicable on our part, we will endeavour to honour such errors where possible, so long as it does not constitute a combined total which would place it below our costings.

Kneesnet Privacy Statement
We have produced this Privacy Statement to show our committment to protecting your privacy whilst visiting our site.

We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998) and according to the Which? Web Trader Code of Practice.

We collect information about you for two reasons:

To process orders you may place with us online.
To assist with providing you with the best possible service.
We will not e-mail you in the future unless you have given us your consent.

We will always give you the chance to refuse any marketing email from us or from another trader connected with us in the future.

The type of information we will collect about you includes:

Your name.
Address.
Telephone & Facsimile number.
E-mail address.
Credit/debit card details.
We will never collect sensitive information about you without your explicit consent.

The information we hold will be accurate and up to date. You can check the information that we hold about you by writing to us. If you find any inaccuracies we will delete or correct it promptly.

The personal information which we hold will be held securely in accordance with our internal security policy and the law and the Which? Web Trader Code.

If we intend to transfer your information outside the EEA (European Economic Area) we will always obtain your consent first.

We may use technology to track the patterns of behaviour of visitors to our site. This can include using a "cookie" which would be stored on your browser. You can usually modify your browser to prevent this happening. The information collected in this way can be used to identify you unless you modify your browser settings.

If you have any questions/comments about your privacy whilst visiting our site, please feel free to use any of the methods provided within our contact page to converse with us.

* 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.