Refund policy

Return and refund policy

Last updated: 29 October 2026

This policy explains cancellations, returns, refunds and the UVB Therapy Ltd warranty for customers buying wholly or mainly for personal use. It applies to new orders under these terms. Your statutory rights and any more favourable terms already agreed for your order remain protected.

Cancelling an online or telephone order

You can cancel an eligible online or telephone purchase without giving a reason from the time you place the order until 14 days after the day you, or someone you nominate other than the carrier, receives the goods. Where one order contains several goods delivered separately, the period ends 14 days after the day the last item arrives.

Tell us clearly that you wish to cancel by emailing info@uvbtherapy.co.uk, sending a WhatsApp message to +44 7346 811405 or writing to UVB Therapy Ltd, 124 City Road, London EC1V 2NX, United Kingdom. You may use the cancellation form below, but it is optional. An order number helps us identify your purchase; our permission or a return authorisation number is not needed to exercise your legal right to cancel.

Please contact us promptly if the order has not been dispatched. If the goods are already in transit, we will explain the return arrangements.

Standard units retain their cancellation rights even if manufactured after your order is placed. Any exception for genuinely personalised goods or goods made to your individual specifications must apply in law and be clearly explained before purchase. Choosing a standard model or standard option does not automatically make a unit bespoke.

Returning goods after cancellation

Send the goods back without undue delay and within 14 days after telling us you are cancelling, unless we have agreed to collect them. Contact us for the correct workshop address and safe transport instructions before dispatch. Our registered office is an address for correspondence; it is not the workshop. We will provide return instructions promptly so this does not obstruct your cancellation rights.

For a change-of-mind return, you pay the direct return transport cost where we told you this before purchase. Large units may need a specialist courier. Before you order a unit that cannot normally be returned by post, we will provide its return cost or a reasonable maximum estimate based on the unit and your address. If the required cost information was not provided, we will bear the return cost as required by law. Any collection we arrange at your expense must be agreed with you first.

Pack the equipment securely and include the accessories supplied with it. Keep the original packaging if possible; suitable protective packaging is also acceptable. Missing original packaging does not, by itself, remove your statutory rights. Keep evidence of dispatch. Do not send broken lamps or unsafe equipment through ordinary post; contact us for safe arrangements.

Inspection and deductions

You may inspect the goods as you reasonably could in a shop. Treatment sessions or extended operation can go beyond the handling needed to establish the nature, characteristics and functioning of a unit.

Where legally permitted, we may deduct the actual reduction in value caused by handling beyond that level. We will explain the reason and amount. We do not apply an automatic restocking fee, cancellation fee or payment-processing deduction to a statutory cancellation. A return will not automatically be refused simply because the packaging was opened or the unit was reasonably inspected.

Refunds after cancellation

We refund the price paid for the cancelled goods and the basic outward delivery charge required to be refunded by law. If you chose a more expensive delivery option, we need only refund the cost of the least expensive standard delivery option offered for your order. Any lawful deduction for diminished value will be explained.

If you return the goods, we refund without undue delay and within 14 days after receiving them or, if earlier, receiving evidence that you sent them back. If we have offered to collect the goods, or no goods were supplied, we refund without undue delay and within 14 days after you tell us you are cancelling. We use the original payment method unless you expressly agree otherwise, without a refund fee.

The time periods in this cancellation section extend to the next working day where the final day falls on a Saturday, Sunday or public holiday.

Faulty damaged or incorrectly described goods

Goods must be of satisfactory quality, fit for purpose and as described. These rights apply to new and secondhand goods, taking account of matters such as their age, price and any condition or defects clearly disclosed before purchase.

If goods do not meet these requirements, you normally have a short-term right to reject them for a refund within 30 days. Where we must install the goods or take another agreed step to enable their use, the period starts once the relevant delivery, ownership and installation requirements have been met. Agreeing to a repair or replacement can pause this period.

After that, or if you prefer, repair or replacement may be available. We must provide the applicable remedy within a reasonable time, without significant inconvenience and at our cost. If a repair or replacement fails, is impossible, or cannot be provided within those requirements, you may be entitled to a price reduction or to reject the goods. Any deduction for use must be permitted by law.

For repair, replacement and related remedies, a fault appearing within the first six months is generally presumed to have been present at delivery unless we show otherwise or the presumption is inconsistent with the goods or fault. After six months, you may need to show that the problem was inherent at delivery. The 12-month warranty does not set the end of your statutory rights.

We bear the reasonable return costs for goods you are entitled to reject and the necessary costs of statutory repairs or replacements. A supplier's call-out or transport charge will not be passed to you where we are legally responsible for that cost. Refunds for rejected faulty goods are made without undue delay and within 14 days after we agree that you are entitled to a refund, using the original payment method unless you agree otherwise.

Report transit damage as soon as reasonably possible and keep photographs or packaging if safe. There is no 24-hour reporting cut-off that removes your legal rights, and signing for delivery does not waive a claim for a hidden fault. Do not continue to use unsafe equipment.

Our 12 month equipment warranty

UVB Therapy Ltd provides a 12-month equipment warranty from delivery to the original purchaser in the UK. It covers faulty components and workmanship during normal use. Covered workshop repairs include parts and labour without charge. If repair is not appropriate, we will discuss the available remedy without limiting your statutory rights.

If a lamp fails during the warranty period, contact us for assessment and a free replacement where the failure is covered. Normal loss of UV output through use is maintenance rather than a covered lamp failure. We may need a faulty lamp returned safely; never post broken glass.

The warranty excludes normal wear and damage caused by accidents, misuse, failure to follow applicable operating instructions or unapproved alterations. These exclusions relate to damage caused by those matters; they do not remove rights for an unrelated inherent fault. The warranty does not promise a particular clinical result.

Contact us before sending equipment for repair. We will explain the assessment, safe packaging, workshop address and transport arrangements. A home visit requested as an optional alternative to a suitable no-cost statutory remedy may carry an agreed travel or delivery charge. We will quote any optional charge before you commit. We will not charge you costs that we must bear under consumer law.

The warranty provider is UVB Therapy Ltd, company number 17144023, registered office 124 City Road, London EC1V 2NX, United Kingdom. Email info@uvbtherapy.co.uk or send a WhatsApp message to +44 7346 811405 with proof of purchase, your order reference, model, serial number if available and a description of the fault. Photographs are helpful where safe, but are not a condition that overrides statutory rights.

We do not offer a separate treatment-results or satisfaction money-back guarantee. Your cancellation rights, faulty-goods remedies and the warranty above still apply. Purchases concluded in person do not carry an automatic change-of-mind right unless we expressly offer one or the law requires it.

Optional cancellation form

To: UVB Therapy Ltd, 124 City Road, London EC1V 2NX, United Kingdom. Email: info@uvbtherapy.co.uk.

I/We give notice that I/we cancel my/our contract of sale of the following goods:

Goods and order reference:

Ordered on / received on:

Name of customer(s):

Address of customer(s):

Signature of customer(s), only if sent on paper:

Date:

Delete whichever wording does not apply. You can instead send any clear statement that you wish to cancel.