STAK Orthopaedics Return and Refund Policy
Effective Date: 3/2/2025
At STAK Orthopaedics, we strive to ensure that our customers are satisfied with their hire experience. If you need to return your hired STAK device, please follow the instructions outlined below.
1. Returning Your STAK Hire
You must return the STAK Tool and all accessories within 5 days after the hire period expires. Failure to return the items within this timeframe may result in additional hire charges as per the contract, and free return shipping may no longer be available.
2. Return Options
You can return your STAK hire using one of the following methods:
- Your Preferred Courier: You may choose any courier service that offers tracking and proof of delivery to return your items.
- DPD Home Collection: For convenience, you can book a collection with DPD home collection service at a cost of £12.99 + VAT for multiple items.
- To schedule a collection, visit DPDlocal.
3. Packaging Requirements
Please ensure that items are securely packaged in their original boxes to prevent damage in transit. Use the following weight and dimensions when booking your return:
- STAK Tool & Accessories: 2kg, 60cm x 9cm x 20cm
- Chair: 3.2kg, 57cm x 52cm x 11cm
4. Items That Must Be Returned
When returning your STAK hire, please ensure you include all accessories, including:
- STAK Tool
- Chair
- Ice Pack
- Knee Wrap for Cooling Down
- Timer
- Flexion/Extension Slide Sheet
Failure to return all items may result in additional charges.
5. Labelling & Shipping
After booking your return with a courier service, print and attach the shipping label securely to each parcel.
6. Return Address
STAK Orthopaedics
64 Jackson Road
Coalville, Leicestershire
LE67 1HL
Phone: 07799 521653
Email: info@stakkneestretcher.com
7. Refund Process
Once we receive and inspect the returned items, we will process your refund.
- Customers who return their items within the required timeframe may be eligible for reimbursement of return shipping costs. Please retain your courier receipt and send the details to info@stakkneestretcher.com.
- Late returns will not qualify for free return shipping, and additional hire charges may apply as per the contract.
- Refunds will be issued via the original payment method, minus any applicable fees.
8. Money-Back Guarantee
We are very confident that patients will experience immediate benefits from the STAK device. If a patient decides not to proceed after the first session, they may return the STAK hire for a refund, provided that the first session is completed within 5 working days of delivery and the request is put in writing.**.
- A £15 admin fee will be deducted.
- The cost of postage (£12.99 + VAT) is non-refundable.
9. Need Assistance?
If you have any questions or need help with your return, please contact us at:
- Phone: 07799 521653
- Email: info@stakkneestretcher.com
We appreciate your trust in STAK Orthopaedics and remain committed to ensuring your satisfaction.
Dr Sara Aspinall
(PhD, MSc, BSc Physiotherapy, MCSP)
Director, STAK Orthopaedics
