What is our return policy? 

If you are not entirely satisfied with your order, you may be entitled to a refund, however the item must be unused and certain items are not accepted for returns. 

Please note: The returns policy below applies to both business and consumer customers. Where you are purchasing as a consumer, you may have additional statutory rights under UK consumer law which are not affected by this policy. Business-to-business purchases are subject to our standard Terms & Conditions and may not have the same cancellation or return rights as consumer purchases. 

Please note any Damage / Defective goods must be reported as per our standard terms & conditions within 3 business days. 

We do not accept returns for the following items: 

• Secondhand items
• Made to order items such as upholstery
• Special order items
• Single Patient Products such as Putty, Self Adhesive Electrodes - this is due to infection control regulations.
• Items worn on the body such as Garments, Supports - this is due to infection control regulations. 

Capital Equipment 

Capital equipment is not covered by our standard 21-day change-of-mind returns process. 

Due to the size, weight, value and specialist nature of capital equipment, we do not normally accept returns of capital equipment where a customer has simply changed their mind or ordered equipment that is not suitable for their requirements. 

Capital equipment includes, but is not limited to, treatment couches, electric and hydraulic couches, Pilates reformers, rehabilitation equipment, shockwave equipment, laser equipment, ultrasound and electrotherapy equipment and other large or specialist equipment. 

Please ensure that you have checked the product specifications, dimensions, access requirements and suitability of the equipment before placing your order. If you are unsure whether a piece of equipment is suitable for your requirements, please contact our sales team before ordering. 

If you believe there is a problem with your capital equipment, please contact Trimbio before arranging a return or dismantling, assembling or using the equipment. We will assess the issue and advise you on the appropriate next steps. 

Where a return of capital equipment is agreed by Trimbio, this must be authorised in advance and additional collection, transport, inspection or other costs may apply where appropriate. Please note if the return is accepted it will be subject to a 20% restocking fee. 

This does not affect any statutory rights that may apply to consumer purchases. 

Spare parts are accepted for return, however they will carry a restocking fee of 20% of the original sale price. Spare parts require testing and checking before they can be restocked. 

In order for us to process your refund with no delays we ask you to adhere to the following instructions: 

To obtain a refund please complete our RETURNS REQUEST FORM to obtain a “RTN” number. Without an RTN number your order may not be processed and certainly will be delayed in being processed. 

We only accept returns sent back to us within 21 days of delivery, where the item is eligible for return under this policy. We do not cover the cost of sending your order back to us. The full cost of the return, including postage, packaging, insurance, import taxes, surcharges and any costs incurred by Trimbio, is the sender's responsibility. 

All return packages must be shipped with a proof of postage. We are not able to process refunds if proof of postage is not provided. The goods are your responsibility until they reach our warehouse, so make sure they are packed properly and insured correctly. We would not want them to become damaged during the returns process. 

The items must be sent back to us in original condition with packaging, instructions and all accessories still attached / included. 

We are unable to refund the initial shipping cost of your order. 

We aim to accept all returns that meet our returns policy. However, in the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. All goods will be inspected / tested on return prior to any refund being issued. 

Will you refund the cost of shipping if I return my order? 

We will refund the complete cost of the eligible items in your order. We will not refund the shipping costs or any related costs, except where we are required to do so under applicable law. 

Can I exchange an item? 

Trimbio do not accept exchanges as standard procedure, if you need to exchange an item, please follow the returns procedure where a refund will be processed on the basis the return meets the requirements, and you can place a new order for the correct/alternative item. 

Capital equipment exchanges must be agreed with Trimbio in advance. 

I received a wrong item. Can I obtain a free refund? 

If you received a wrong item we will cover the cost of returning your order. This will be either by way of sending you a postage label to attach to the original packaging, and you will be required to drop the parcel off at a local post office or collection point, or by arranging collection by courier. The package will be collected during normal working hours, Monday to Friday, 9am to 5pm. 

We will also cover the cost of shipping the replacement item. 

Please note the above does not apply if the wrong item was ordered.  

How long does it take to process a refund? 

Please allow up to 14 days for your return to be processed. All refunds will be provided via the original method of payment. 

What do I do if my question isn't covered here? 

If you cannot find the answer to your question here, you can contact our customer services team on info@trimbio.co.uk. 

If you have already placed your order, please include the details of your order and details of your enquiry. 

Our online customer service team is available Monday to Friday from 9am to 5pm.