Returns Policy

We want you to be confident when ordering from MASSAGE-PLANET. If you need to return an item, if your order arrives damaged, or if there is a problem with a product, we are here to help.

Please read the information below carefully, as different rules apply to cancellations, damaged or faulty goods, and business purchases.

Delivery Damage – Please Check Your Order

We take great care to ensure that your order arrives in perfect condition.

If the outer packaging shows visible signs of damage at the time of delivery, please note “damaged” when signing for the shipment where possible. If the packaging is severely damaged and you believe the product inside may also be affected, you may refuse the delivery.

If you discover damage after opening your order, please contact us as soon as possible, preferably within 48 hours of delivery, and send us photographs of both the product and the packaging.

Important: The 48-hour period helps us deal quickly with the carrier and is not intended to limit or exclude your statutory rights.

1. Consumer Right to Cancel – Change of Mind

If you are a consumer purchasing online for private use, you normally have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

For this purpose, a consumer is an individual acting wholly or mainly outside their trade, business, craft or profession.

You may notify us that you wish to cancel your order within 14 days of receiving the goods. You do not need to provide a reason for cancelling.

To exercise your right to cancel, please inform us by a clear written statement, for example by email to returns@massage-planet.co.uk.

Once you have notified us of your cancellation, you then have a further 14 days to return the goods.

Checking a product before deciding

You may inspect and handle the product to the extent reasonably necessary to establish its nature, characteristics and functioning – broadly in the same way that you could inspect a product in a shop.

For example, with a portable massage table or massage chair, you may carefully unpack and assemble the product and check its size, height adjustment, stability and general suitability.

Please do not use a massage table, treatment couch, massage chair or similar product for an actual treatment if you are considering returning it. Treatment use can go beyond what is reasonably necessary to inspect the product and may result in a reduction in the value of the goods.

If a product has been handled beyond what is necessary to establish its nature, characteristics and functioning, we may make an appropriate deduction from the refund to reflect any resulting reduction in value, where permitted by law.

Original packaging

We strongly recommend retaining all original packaging until you are satisfied that you wish to keep the product. Massage tables, treatment couches and other professional equipment can be difficult to transport safely without their purpose-designed packaging.

Where possible, returned goods should be repacked in their original packaging with all accessories, manuals and components included. If the original packaging is no longer available, the goods must be packaged securely and adequately to protect them during return transport.

Return shipping costs for change-of-mind returns

If you exercise your right to cancel because you have changed your mind, you are responsible for the direct cost of returning the goods.

For goods that are suitable for return by standard parcel service, you are responsible for arranging and paying for the return shipment.

For goods which, due to their size, weight or nature, are not suitable for return by standard parcel service and require specialist freight or transport services, you are responsible for the direct return transport costs.

This particularly applies to stationary massage tables, electric treatment couches and other large or heavy freight-delivered products. The direct return transport costs for such non-parcel goods are estimated at a maximum of approximately £149.

Earthlite direct-import products: Certain Earthlite portable massage tables are imported to the UK specifically for the customer from our European warehouse at no additional delivery cost. Where an Earthlite product is expressly identified on the relevant product page as a direct-import product, a change-of-mind return must be sent back to our mainland European warehouse. The estimated direct return shipping cost is approximately £85 and must be borne by the customer.

Please contact us before returning any large, freight-delivered or Earthlite direct-import product so that we can provide the appropriate return instructions and return address.

The above change-of-mind return cost rules do not apply where goods are faulty, damaged, incorrect or not as described. Where MASSAGE-PLANET is legally responsible for the return, we will bear the reasonable return costs.

Exceptions to the right to cancel

The statutory right to cancel does not apply in certain circumstances. This may include, for example, goods made to your specifications or clearly personalised goods, and sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken.

Where a statutory cancellation exclusion applies to a particular product, this will be made clear before purchase.

2. Business Customers

The statutory 14-day cancellation right described above applies to consumers and does not automatically apply to purchases made wholly or mainly for business or professional purposes.

If you are purchasing on behalf of a clinic, therapy practice, salon, spa, company or other business, please contact us before returning an unwanted product. Returns of non-faulty business purchases require our prior written agreement unless otherwise provided by the applicable contract or law.

This does not affect any rights a business customer may have in relation to faulty goods or under the applicable contract or law.

3. Damaged, Faulty or Incorrect Goods

If an item is faulty, damaged, not as described, or you have received the wrong product, please contact us as soon as possible at returns@massage-planet.co.uk.

To help us resolve the issue quickly, please provide:

• Your order number
• The product or article number
• A short description of the problem
• Clear photographs or video where this helps demonstrate the issue
• Photographs of the packaging if the product appears to have been damaged in transit

If visible transit damage is discovered, we ask that you contact us preferably within 48 hours so that we can raise the matter promptly with the carrier. Failure to report an issue within 48 hours does not remove your statutory consumer rights.

Where goods do not meet the requirements of the Consumer Rights Act 2015, consumers may be entitled to remedies which, depending on the circumstances, can include repair, replacement, a price reduction or refund.

Consumers may also have a statutory short-term right to reject qualifying faulty goods within 30 days. Your statutory rights are not affected by this Returns Policy.

Where we are responsible for a return because the goods are faulty, damaged, incorrect or not as described, MASSAGE-PLANET will bear the reasonable return costs.

Please contact us before arranging return transport so that we can provide the appropriate return instructions or arrange collection where necessary.

4. How to Return an Item

Please contact our Customer Service team at returns@massage-planet.co.uk before sending an item back.

For the fastest possible processing, please include:

• Order number
• Product(s) being returned – please specify whether you are returning the complete order or only individual items and include the relevant article numbers
• Reason for return – this is helpful for us, although consumers exercising their statutory right to cancel do not have to provide a reason
• Photographs or video where the return relates to damage, a defect or an incorrect product

We will provide you with the appropriate return instructions, return address and, where applicable, an RMA number (Return Merchandise Authorisation).

An RMA number helps us identify and process your return efficiently. It does not restrict any statutory rights you may have as a consumer.

Please do not send large, freight-delivered or Earthlite direct-import products back without contacting us first. These products may require specific return instructions, a specialist carrier or a different return address.

When preparing a return:

• Package the product securely to prevent damage in transit.
• Include all accessories, components and manuals supplied with the product.
• Use the original packaging wherever reasonably possible.
• Include your name, order number and RMA number, where one has been issued.

5. Refunds

Consumer cancellation / change of mind

Where you validly exercise your statutory right to cancel, we will refund the payments due to you, including the cost of our least expensive standard delivery option where a delivery charge was originally paid.

If you selected an enhanced or more expensive delivery service, any additional amount paid above the cost of standard delivery is not required to be refunded.

We may withhold reimbursement until we have received the returned goods or you provide evidence that you have sent them back, whichever occurs first.

Refunds will be made without undue delay and no later than 14 days after we receive the returned goods or acceptable evidence that they have been returned, as applicable.

We normally aim to process refunds considerably sooner once the returned goods have been checked.

Refunds will normally be made using the same payment method used for the original transaction, unless otherwise expressly agreed.

Where permitted by law, we may make a deduction for any reduction in value caused by handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.

Faulty, damaged or incorrect goods

Where a refund is due because goods are faulty, damaged, incorrect or not as described, we will also refund or cover the appropriate delivery and reasonable return costs in accordance with your statutory rights.

6. Not Sure Which Product Is Right for You?

Choosing the right massage table, treatment couch or massage chair can prevent unnecessary returns – particularly with professional equipment where dimensions, weight, working height and intended use can make a significant difference.

Our team is happy to help you before you order. Tell us what you need, for example:

• Intended treatment or professional use
• Preferred table width
• Maximum transport weight
• Required working height
• Portable, stationary or electric configuration
• Preferred upholstery colour
• Budget
• Products you are already considering

We can then help you compare suitable products and make a more informed purchasing decision.

Need Help?

If you have any questions about a return, cancellation, damaged delivery or product issue, please contact us via our contact form or email returns@massage-planet.co.uk.

Our team will be happy to assist you.

Nothing in this Returns Policy is intended to exclude, restrict or replace any statutory rights that cannot legally be excluded or restricted.