Terms & Conditions

T. & W. HCP & Associates t/a. BACK ON TRACK-UK | Therapy Alternatives | CaniQuest Global

1. General Terms

By placing an order through any of our retail platforms, you agree to these Terms & Conditions, which are governed by applicable UK consumer legislation.

All products are subject to availability. Prices may change without notice, but confirmed orders will not be affected without your agreement. Only one discount code may be used per order. Discounts cannot be combined with existing promotions, clearance prices or special offers unless stated otherwise.

Back-ordered items are normally dispatched within 28 days, subject to availability.

Customers will be informed of significant delays.

International customers are responsible for applicable import duties, taxes and customs charges. UK VAT will be applied where legally required.

Products must be used in accordance with the manufacturer's instructions.

We are not responsible for damage caused by misuse, subject to statutory consumer rights.

2. Returns, Refunds & Exchanges

Cancellation and Returns

For online and other distance purchases, customers may cancel within 14 days of receiving their goods, subject to statutory exceptions.

Customers must notify us of their cancellation and return the goods within a further 14 days.

Please contact us before returning items so we can provide return instructions.

Goods should be returned in suitable packaging, preferably with their original labels and packaging.

Customers are responsible for return postage on change-of-mind cancellations, where this has been communicated before purchase. We recommend obtaining proof of postage.

Refunds will only include the original standard delivery charge, if applicable. Additional charges for premium delivery are non-refundable.

We may deduct an appropriate amount where goods have diminished in value through handling beyond what would reasonably be permitted in a shop.

No automatic restocking or inspection fee applies to statutory cancellations.

Faulty or Incorrect Goods All products are covered by applicable statutory consumer rights and any additional manufacturer's warranty.

If goods are faulty, damaged on delivery or incorrectly supplied, please contact us promptly with your order details.

Where required by law, we will arrange an appropriate refund, repair or replacement and cover reasonable return costs.

Exchanges

Exchanges for size, style or customer preference are subject to availability.

Additional postage and any price difference may apply.

These arrangements do not affect statutory rights.

Refund Processing

Refunds will be made to the original payment method unless otherwise agreed, within the statutory timeframe.

For cancelled orders involving returned goods, this is generally within 14 days of receiving the goods or evidence of their return, whichever is earlier.

Credit vouchers may be offered as an alternative where the customer agrees or for discretionary goodwill arrangements.

3. Delivery

We aim to dispatch orders within 2–3 working days of cleared payment, unless otherwise advised.

Standard UK Delivery:

Usually 2–4 working days after dispatch.

First Class/Priority Delivery: Usually 1–3 working days after dispatch.

Special Delivery: Available by prior arrangement, subject to availability and additional charges.

International Delivery: Times and charges vary by destination.

We do not offer a next day service, however, services, such as Royal Mail Special Delivery or equivalent are available or other priority requests, are only by pre-arrangement. Deadlines for same day despatch (by prior arrangement only): 11:00am for Royal Mail packages and 10:00am for Courier parcels.

Free UK standard delivery may apply to selected products or qualifying orders over £100, as advertised at checkout.

We reserve the right to select an appropriate delivery provider.

Some products may be dispatched directly from partner warehouses.

Delivery times are estimates unless a guaranteed service has been expressly agreed.

Customers will be informed of significant delays and retain their statutory rights where delivery is late or goods are lost in transit.

Additional delivery time may be required for the Isle of Man, international destinations and during peak periods.

4. Privacy & Data Protection

We process personal information in accordance with applicable UK data protection legislation, including the UK GDPR and Data Protection Act 2018.

Customer information is used to process orders, arrange deliveries, provide customer support and fulfil our legal obligations.

We do not sell customer information. Personal data may be shared with trusted service providers where necessary to fulfil orders or provide payment and delivery services.

Marketing communications will only be sent where permitted by law, and customers may opt out at any time.

Klarna: Where Klarna checkout or payment services are used, relevant contact and order information may be shared with Klarna. Their privacy policy is available at www.klarna.com/international/privacy-policy/.

Further information about how personal data is handled should be provided upon request.

5. Product Information & Availability

We endeavour to ensure product descriptions, images, specifications and prices are accurate across our website, social media and other sales platforms.

Product images are illustrative, and manufacturers may occasionally change product designs, materials, colours or specifications.

Where a significant change affects an order, we will contact the customer to agree an alternative or arrange a refund or credit voucher.

6. Price Match Guarantee

We aim to offer competitive prices and may match or improve upon a lower advertised price for an identical product, subject to verification and availability.

Price matching is discretionary and excludes clearance items, special promotions, combined discounts and third-party marketplace offers unless expressly agreed.

Evidence of the competing price may be required.

7. Sponsorship, Support & Evaluation Products

We may support individuals, professionals, clubs, charities and organisations through agreed commercial arrangements.

Sponsorship, product placements and promotional support are subject to prior written agreement.

Products supplied for evaluation on a sale-or-return basis remain our property until purchased and paid for in full.

We do not participate in multi-level marketing schemes.

8. Trademarks

BACK ON TRACK-UK, Therapy Alternatives and CaniQuest Global operate under T. & W. HCP & Associates.

Back on Track®, Welltex™, Iontex®, Haematex® and Fusiontex® are trademarks of Back on Track AB or their respective rights holders.

9. Customer Service & Statutory Rights

We are committed to providing excellent customer service. If you have any concerns about an order or product, please contact us so we can assist.

Nothing in these Terms & Conditions excludes or limits your statutory consumer rights.

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T. & W. HCP & Associates 1 Marston Crescent, Countesthorpe, Leicestershire, LE8 5PY, England

Last updated: October 2026