Terms & Conditions


T & W Healthcare Products Limited (Reg, No. 10262921) t/a. BACK ON TRACK -UK,  Therapy Alternatives & CaniQuest Global), Leicestershire, England (herein, thereafter, known as the Company) legally abides by current Consumer Protection legislation (see also RETURNS POLICY).  By completing a purchase, via any of our retail platforms, indicates that you have read, understood and accepted our Terms & Conditions.  All defective items and equipment come with a thirty-day exchange/replacement policy, in accordance with the law.  Any faulty items failing within this period will be replaced*, where possible, like for like or for goods deemed to be of equivalent value or a Credit Voucher will be issued or, where applicable, a refund (* proof of purchase required, along with the return of the item(s) and, where possible, original relevant packaging).  The Company cannot be held responsible for any delay, loss, theft, faults or accidental damage (eg. liquid, impact or otherwise), whatsoever, that occur once the goods are dispatched and in transit.  The Company accepts no liability for any goods that are not used in accordance with the manufacturers specifications/conditions/recommendations. Most purchases are protected by current Consumer Protection legislation.  The selling prices, of goods, are based on, and determined by, the respective manufacturer’s specified Recommended Retail Price (RRP), so, those prices could be subject to change at any time and without prior notice.  “Back-Order” refers to items that are temporarily out-of-stock/unavailable/held up in transit/other and are processed on a priority basis. Normally back-orders can fulfilled within a 28 day period and despatched as a matter of precedence, immediately the inventory arrives at our workplace (Customers would be notified of any unforeseen issues that may arise).

RETURNS POLICY: All goods purchased from T. & W. Healthcare Products Ltd. are covered by the respective manufacturer's standard warranty against manufacturing defects, from the date of purchase. Once you place your order, you have the right to cancel, at any time, up to 14 days from the day the goods are received. It is imperative that you notify us, beforehand, of your wish to cancel/change your order, within the 14 day period (eg. by email, letter, telephone, text, etc.) and request a Returns Form, to avoid the potential of impeding the processing procedure. For any returns/exchanges, the item(s) should be unused and in their original retail packaging (including the manufacturer's label(s), where applicable). If the item(s) show evidence of being used, is soiled or similar, then we reserve the right to either reject the return, charge a ‘restocking fee’ or only issue a ‘Credit Voucher’ . Where necessary, we will issue an exchange/replacement/refund/credit voucher (whichever applicable), upon receipt and after satisfactory inspection. Any faulty/defective goods must be returned for examination/reimbursement/replacement purposes. In the event that the faulty/defective goods are not returned, we will issue a charge for the price of the replacement item(s).  For a requested exchange (due to customer error, change of size, style or product), we will, if appropriate, send a swap item, at no additional postage charge. If, however, any further exchanges, relating to that particular item/order, are necessary, postage will be charged at cost. Also, where a price differential occurs, we will request the extra cost or issue a refund (whichever applicable). The item(s), along with the return postage cost (and correct labelling), is the responsibility of the customer until it reaches us. For returned items, we reserve the right to apply a 10% 'Returns Charge' (except for extenuating circumstances), which would be deducted from the original purchase cost. Also, we do not refund the original shipping and handling that was paid on the order (standard postage costs will only be reimbursed where goods are faulty (and a refund is made) or incorrectly supplied. Any refund will only be provided once the goods (whether a return, faulty or otherwise) have been safely returned to us or the consignment has been deemed as lost/stolen in transit (once the carrier’s specified period (after the due delivery date) has elapsed). We aim to  process and issue any refunds (back to the original purchase payment method) within seven - ten working days, from receipt of returned goods. We do not have the facility to provide pre-paid returns labels/packets nor collection service. The customer's statutory rights are not affected. For convenience, should you wish to return or exchange an item for any reason, please contact us direct, beforehand.  

DELIVERY POLICY: Goods will be despatched, within our usual 2 - 3 working day period (unless agreed or advised otherwise), after payment is received and cleared. Please allow up to 28 days for delivery. Our Free UK p. & p. (free for certain items) refers to Royal Mail 2nd. Class or equivalent (2 - 4 Working days from despatch) or Standard for International deliveries. Royal Mail First Class (or equivalent) is also available (1 - 3 Working days from despatch). Unless otherwise specified, none of the postal/courier facilities are guaranteed services. We do not offer a next day service, however, particular services, such as Royal Mail Special Delivery or equivalent are available, only by pre-arrangement.  Deadlines for same day despatch (by prior arrangement only): 12:00pm for Royal Mail packages and 10:30am for Courier parcels.  We reserve the right to use whichever carrier we deem suitable for any particular situation/requirement. We can only do so much, pack and post items as quickly as we can - the rest is up to Royal Mail/Courier, so please allow plenty of time for delivery, after dispatch, especially at busy periods of year and/or when affected by situations beyond our control (although we currently offer free p.& p., on certain products, within the UK, a postage charge (at cost) may be applied, separately, for any International deliveries.) 

PRIVACY and DATA PROTECTION POLICY: The personal data of individuals located in the European Economic Area (EEA) and our Privacy Policy are 9n compliance with current General Data Protection Regulation (GDPR). T. & W. Healthcare Products Ltd. values your privacy, therefore, we will not resell, circulate or pass on any of your information (in accordance with current GDPR Regulations) - such details are only used for our 'core business purposes'. We may, though, contact you from time to time regarding special offers, promotions, new product information and services. If you do not wish to receive notification, please advise us, in writing. 

SUPPORT: We endeavour to support professionals and amateurs, clubs, charities and other groups/individuals/businesses, but we make no direct monetary payments or provide gifts/product placements to any of those persons or associations or companies, without reciprocal, fiscal arrangements. Any goods for evaluation purposed are supplied on a Sale or Return basis and remain the property of the Company until paid for. Plus, we do not operate or involve ourselves in multi-level marketing schemes.

CHANGES: It is possible that, periodically, the manufacturer may make changes to their individual products (design, material, colour, description, etc.) and/or prices, at any time without notice or other circumstances may prevail. In such an event, T. & W. Healthcare Products Ltd. reserves the right to supply the nearest equivalent item to that which has been ordered. 

ACCURACY: The Website, eBay, Facebook, Amazon, brochure/leaflet information or other, provided for the convenience of our customers, is as accurate as possible. However, we make no guarantee, either expressed or implied, as to its exactness or availability of any listed products. All specifications and application information are taken from authoritative information. Images used, on the Website, are for illustration purposes only and may not be an exact representation of the respective product. 

PRICE MATCH GUARANTEE: As part of our commitment to providing the best deals for our customers in offering our goods at the very best price. Our promise is, if you find the same product on offer at a lower price, we’ll match (or, possibly, better) that price on a ‘like for like’ basis (evidence required).     

Unless otherwise stated or without prior arrangement or authorisation, discounts are not applicable to eBay, Website, Facebook, Amazon, Therapy Alternatives & Bridtech UK purchases, special offers and/or other offers, promotions and discounts.    

BACK ON TRACK-UK, Therapy Alternatives and CaniQuest-UK  are the trading names of T. & W. Healthcare Products Limited. Back on Track®, Welltex™ and Iontex® are the trademarks of Back on Track AB, the manufacturing/distribution organisation. 

By completing a purchase, via any of our retail platforms, indicates that you have read, understood and accepted our Terms & Conditions. 

We strive to ensure we provide excellent customer service and that shopping with us does not turn into a nightmare. If for any reason you are not happy please contact us, whatever it is, it wasn't on purpose and we can't resolve the problem if we do not know.

We use Klarna as the provider of our checkout. This means that we might transfer your personal data in the form of contact and order details to Klarna when the checkout is loaded, in order for Klarna to manage your purchase. Your personal data transferred is processed in line with Klarna's own privacy notice. www.klarna.com/international/privacy-policy/