Terms & Conditions

Ordering Online

Ordering ‘on line’ at any time, using our secure payment facilities, couldn’t be easier; simply choose your preferred product, follow the ‘on screen’ instructions and we will despatch all orders within 1 and 10 working days, depending on availability.

Ordering by Telephone

Should you have any difficulty in placing an order ‘on line’, please feel free to call us on 01295 220524 with your credit or debit card information, together with your order details. Our customer service office hours are Monday to Friday (08.30 hrs – 17.30 hrs).

Returns Policy

An item is only eligible for return if it is the same condition in which it was delivered. It is essential that you check your goods upon receipt to ensure they match the items that were ordered, as we are unable to accept returns after a period of 28 days has elapsed. Due to health & hygiene reasons we cannot accept Lymphoedema and Compression Garments for exchange or provide a refund if the item has been tried on or worn.

If a genuine mistake has been made in the dispatch of your goods and they are returned in the original packaging unworn, we will exchange your item or send a refund to you. This does not affect your statutory rights.

If a product needs to be returned and is not faulty then it must be returned within 28 days.

We are unable to refund or replace until the original item has been received at our warehouse.

Please return items with your name, address and order number to:

Returns Department,
Thuasne UK Ltd,
Unit 4 Orchard Business Centre,
North Farm Road,
Tunbridge Wells,
Kent,
TN2 3XF.

Delivery Information and Costs

We offer delivery throughout the UK.
Standard UK delivery is £3.95. UK orders over £50 we offer FREE DELIVERY.

We also offer a next working day delivery option at £6.50 on any order amount. Cut off time 4.30pm for next working day delivery (orders on a Friday are delivered Monday).

Legal Terms and Conditions

By entering this site you acknowledge and agree to all of the Terms and Conditions set forth below.

  1. The material on this site is designed for and may be downloaded only for your non-commercial personal use. In consideration of this authorisation, you agree that any copy of this site, or any material from this site, which you make shall retain all copyright, trademark or other proprietary notices contained herein.
    Any unauthorised use of the materials may subject the viewer to penalties or damages, including but not limited to those related to violation of trademarks, copyrights, privacy and publicity rights.
  2. All trademarks, service marks and logos found on this site are the registered or unregistered Marks of Thuasne UK Ltd. Nothing contained in this site should be construed as granting, by implication, estoppel or otherwise, any license or right to use any patent or Mark displayed, without written permission by owner of the Mark.
  3. THE INFORMATION ON THIS SITE IS PROVIDED “AS IS”, WITHOUT GUARANTEE OF ANY KIND, EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO, THE IMPLIED GUARANTEE OF MERCHANTABILITY, FITNESS OR PARTICULAR PURPOSE OR NONINFRINGEMENT.
  4. Thuasne UK Ltd makes no guarantee or representations as to the accuracy or completeness of the information. Thuasne UK Ltd assumes no liability or responsibility for errors or omissions in contents, or in updating or correcting information on the site. Whilst Thuasne UK Ltd has made all reasonable efforts to ensure that the information provided through its web site is correct at the time of preparation, the company can give no guarantees about the accuracy of information obtained through this web site, including hypertext links, and reserves the right to make changes at any time, without notice.
  5. Thuasne UK Ltd brands, all their associated brands, visual properties and designs are the property of Thuasne UK Ltd.
  6. Hyperlinks & Third Party Sites
    This site may contain hyperlinks or references to external third party web sites. Any such hyperlinks or reference is provided for your convenience only. Thuasne UK Ltd has no control over such third party web sites and accepts no responsibility in relation to any content, material or information contained therein. The display of such hyperlinks and reference to such third party web sites do not constitute an endorsement of such third party’s web site, products or services. Your use of such third party sites may be governed by the terms and conditions of such third party sites.
    Any decisions based on information contained in this web site are the sole responsibility of the visitor.
  7. Formation of the contract
    1. These terms of sale apply to all goods supplied by us, Thuasne UK Ltd., registered in England no 3017288.
    2. No contract exists between you and us for the sale of any goods until we have received your order and a confirmation of that order, which may be printed by you, has been displayed on your computer screen. Once you have received this confirmation, there is a binding legal contract between us.
    3. The contract is subject to your right of cancellation (see 12 below).
    4. We may change these terms and conditions of sale without notice to you in relation to future sales.
  8. Description and price of the goods and/or services
    1. The description and price of the goods and/or services you order will be as shown on our website at the time you place your order.
    2. In addition to the price, you may be required to pay a delivery charge for the goods, as shown in the section of our website about delivery.
  9. Payment
    Payment for the goods and/or services and delivery charges can be made by any method shown on our website at the time you place your order.
  10. Delivery
    1. Delivery shall be to the address indicated in your order and if you pay by credit or debit card, only at the place where the card is registered (“Agreed Location”).
      Please note that we are only able to deliver to addresses in the United Kingdom.
    2. If Thuasne UK Ltd delivers the items to the Agreed Location and if you are absent or fail to take delivery, risk of loss and damage to the Items will pass to you;
    3. Any delivery dates requested by you or stated in any order acknowledgement or confirmation are estimates only.
      Thuasne UK Ltd. cannot guarantee delivery on such dates and has no liability for failure to deliver on such specified dates. If delivery has not taken place within 7 days from the estimated delivery date, you should contact the Thuasne UK Ltd customer service team.
    4. We shall be entitled to make partial deliveries or delivery by instalments. Each such delivery shall be deemed to be a separate contract and any defect in any one or more instalments shall not entitle you to repudiate the contract as a whole nor to cancel any subsequent instalment.
  11. Your right to Cancel
    1. Where the contract is for the sale of goods, you have the right to cancel the contract at any time up to the end of fourteen working days after the day on which you receive the goods.
      A working day is any day other than weekends and bank or other public holidays.
    2. To exercise your right of cancellation, you must give written notice to us by hand or post, fax or email, at the address shown on our web-site giving details of the goods ordered and (where appropriate) their delivery.
    3. If you exercise your right of cancellation after the goods have been delivered to you, we will refund the full amount paid to you within 28 days. Unless received damaged or faulty (see below) the items returned for refund must be received by us in a re-saleable condition. If you have opened the box to examine the product you must have done so without damaging or marking the product or packaging. The product must not have been used. It should be complete with any accessories received with the product and in its original packaging. If the product returned is not in fully re-saleable condition or the packaging is damaged, we do reserve the right to refuse a refund on the item. This does not affect your statutory rights.
    4. The goods must be returned to the Thuasne UK Ltd Returns Department, and you must take reasonable care to ensure the goods are not damaged in the meantime or in transit. If you do not return the goods in the manner required, we may reserve the right to refuse a refund.
  12. Guarantee
    1. All goods supplied by us are guaranteed free from defects at the date of supply. This Guarantee does not affect your statutory rights as a consumer.
    2. This Guarantee does not apply to any defect in the goods arising from fair wear and tear, wilful damage, accident, negligence by you or any third party, use otherwise than as recommended by us, failure to follow our instructions, or any alteration or repair carried out without our approval.
    3. If the goods supplied to you develop a defect while under Guarantee, or you have any other complaint about the goods and/or services, you should notify us in writing or by email at the address shown on our web site.
  13. Force Majeure
    Thuasne UK Ltd reserves the right to defer the date of delivery or to cancel a Contract or reduce the volume of Products and/or Services which you have ordered (without liability to you ) if we are prevented from or delayed in the carrying on of our business due to circumstances beyond the reasonable control of Thuasne UK Ltd. which shall include without limitation acts of God, civil commotion, riots, flood, drought, fire and legislation.

Our registered trading address:

Thuasne UK Ltd.

Unit 4 Orchard Business Centre, North Farm Road, Tunbridge Wells, Kent, TN2 3XF
Thuasne UK Ltd is registered in the UK. Registration number: 3017288, VAT No. GB 623 92 9720

ORTHOPAEDIC SPECIALISTS SINCE 1847 & TRUSTED SUPPLIER TO THE NHS 

Offering patients and healthcare professionals a guarantee of quality and efficiency.

Total Satisfaction

If you are not entirely satisfied with your purchase, return it to us within 14 days for a prompt exchange or refund.  

Durable Products

The “made in Thuasne” label is based on the company’s capacity to fully control every step in the value chain 

Respect for the Environment

In line with its quest for sustainability, Thuasne has long been actively committed to reducing its environmental impact. 

Amazing service with a smile.

I placed an order with Georgia. Georgia was extremely helpful, knowledgable and very charming. I immediately knew that I was in good hands. Georgia even laughed at my poor joke. Most importantly, I received the ordered item on the next day. No dramas and job done. I would not hesitate in dealing with Thuasne again. 

Amazing company with the best service I’ve experienced !

Amazing company who have delighted me - start to finish . The knee brace has been very effective at preserving my knee and reducing pain . The support staff have been charming and really helpful in replacing a buckle that broke . I cannot recommend Thuasne highly enough ! 

This is what good customer service looks like

I would like to offer my sincere gratitude for the way you dealt with the sizing issue I had with an Action Relief knee brace. To put in context I am a retired pharmacist and and have a good understanding what good customer service looks like The approach by Darcy in helping me resolve the sizing issue exceeded my expectations You were empathetic ,professional and prompt in providing a replacement brace