Returns & Refund Policy


In the event that a PURCHASE CONTRACT IS STIPULATED OUTSIDE THE BUSINESS PREMISES, the sale in question shall be subject to United Kingdom legislation, Consumer Protection: Guidance on the CMA’s approach to use of its consumer powers (CMA7); which allows the purchaser to exercise the right of withdrawal. Therefore, in this case, distance purchases made by telephone or via Internet are regulated by this decree.

At we are determined to go to every length to ensure that you are a happy customer.

Before you request the return of a product, please ensure you have read through our returns policy.

Returns Process:

1. Email us using our contact form or In this email please include:

  • Name
  • Order Number
  • Name of Product
  • Reason for Return
  • Action required

2. Put your item(s) into a protective box or other suitable protective packaging and post to the return address: Suite 17, Milford House, 7 Queen Anne Street, London, W1G 9HN.

Returns Policy

For Non-Faulty Goods

If you have had a change of heart you must return the item to Spinal Back Rack unused and in its original condition within 14 days starting from the day after the delivery has been received. Each returned product must include all parts, accessories, instructions and packaging, etc.

All you pay for is the postage cost of returning the goods. The product will remain your responsibility until it has been signed for at the returns address. We do not accept responsibility for products lost or damaged in the post.

We regret that we cannot accept returns on the following non-faulty products:

  • The products(s) has/have been personalised or customised in any way.
  • The non-faulty product does not arrive at Spinal Back Rack in a resalable condition. In this case we will not be able to offer you a refund. 


For Faulty Goods

If the product you have ordered is faulty you have 30 days in which to return it from the day you received it. Parcels or items damaged in transit must be verbally reported to before 3.00pm the next working day following delivery, and also by email within 3 days.

When returning faulty items we may still ask you to return goods yourself. On receipt Spinal Back Rack will reimburse the costs incurred*. Spinal Back Rack shall pay you a reasonable*postage amount for the return of the product. We normally ask that goods are sent back via First Class Royal Mail (Recorded Delivery).

* Please obtain a proof of postage costs so we can reimburse you the full amount.

If the deadline for reporting parcels damaged during transit is not met, we regret that we will not be able to issue a refund or replacement goods.

After receipt of your goods we aim to issue refunds within 14 working days. The cost of your good(s) will be refunded to the credit/debit card used to make the purchase. Please note refunds take 5 working days to clear from the point of processing.

If you wish to cancel an order please contact our Customer Services Team on +44 (0)207-631-3067. If your goods have been dispatched before cancellation you will be liable for the costs of returning the unwanted items.

This returns policy does not affect your statutory rights.