Returns & guarantee

You get two separate protections: your statutory right to cancel under UK consumer law, and our longer 60-day money-back guarantee on top of it.

Your statutory 14-day right to cancel

Under the Consumer Contracts Regulations you may cancel your order for any reason within 14 days of receiving it, and you then have a further 14 days to send the goods back. We will refund the purchase price and standard delivery cost within 14 days of receiving the returned goods. This right applies whatever our own guarantee says.

Our 60-day money-back guarantee

Because a back routine takes time to settle into, we extend that window considerably. If within 60 days of delivery you decide the Vibraflex is not for you, email us and we will arrange the return and refund the purchase price — even if you have used it. We simply ask that it comes back complete and in a reasonable condition.

How to start a return

1. Email support@vibraflexbackmassager.co.uk with your order number and the name on the order.
2. We reply with the return address and instructions, usually within one working day.
3. Send the item back, ideally in its original box, with a tracked service.
4. We refund to your original payment method once it arrives.

Refund timescales

Refunds are processed within 3 working days of the return arriving. Depending on your bank or card issuer it can take a further 3–5 working days to appear on your statement.

Return postage

If the item is faulty, not as described, or the wrong item was sent, we cover the return postage. For change-of-mind returns you cover the cost of sending it back — we will always tell you the cheapest sensible option.

Faulty items

If anything goes wrong with the device, contact us with your order number and a short description or photo. Your rights under the Consumer Rights Act 2015 are unaffected by anything on this page.

Contacting us

Vibraflex UK, 71-75 Shelton Street, Covent Garden, London WC2H 9JQ.
Email support@vibraflexbackmassager.co.uk · Phone +44 20 3966 4188