Returns and exchanges

Try It for 60 Days — Your Relief, Guaranteed

We're confident that if you actually use the Spinal Restoration System — not once, not twice, but consistently for 2–4 weeks — you'll feel real relief from stiffness, tension, and that compressed feeling in your lower back.

Most customers feel the lift and stretch from the first session. Lasting change in mobility and tension builds with consistent use across 2–4 weeks. We've designed this guarantee around how the product actually works — so the people who give it a genuine chance get a genuine outcome.

The same applies to any FormaState product. Use it consistently as directed in its manual — the guarantee is built around real, consistent use.

 

If it doesn't deliver for you, we'll make it right. Here's exactly how.

---

 

 

At FormaState we stand behind every product we ship. This policy sets out how returns work alongside — never instead of — your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy limits those rights; where they conflict, your statutory rights prevail.

Quick summary

1. Product damaged or defective → free pre-paid label, full refund or replacement (your choice) after we receive the unit.
   
   
2. Materially not as described → free pre-paid label, full refund or replacement, with evidence of the mismatch.
   
   
3. 14-day change of mind → return at your cost, Full product refund.
   
   
4. 60-Day Relief or Refund Guarantee (used consistently, didn't deliver relief) → return at your cost, Full product refund
   
   
5. Faults within 30 days → free pre-paid label, full refund or replacement (your choice). Faults from day 31 to 2 years → free pre-paid label, free replacement under warranty.
   
   
6. Testing the product → It is completely fine to open the box and test the product. Just keep all the original packaging, accessories, and cables to ensure you qualify for a full refund.

 

---

1. Damaged or defective on arrival

If your product arrives damaged or has a manufacturing defect, you're entitled to a full refund or a free replacement — your choice.

• Email support@formastate.com within 72 hours (fast-track) or up to 30 days with your order number, clear photos, and short video showing the fault.
  
  
• We provide a pre-paid return label.
  
  
• Full refund or replacement issued only after we receive and inspect the original unit.
  
  
• Refunds processed within 14 days of the item arriving back.
  

 

2. "Not as described" claims

A "not as described" claim means the item delivered materially differs from the specifications on the product page at the time of order — for example, wrong model, wrong colour, missing components, etc.

What this category does not cover:

• Personal results from using the device. Outcomes vary by person, condition, and consistency of use; they are not part of the product specification.
  
  
• Subjective sensations (feel, sound, intensity perception) when the device performs within its stated specification range.
  
  
• Suitability for medical conditions, treatment goals, or use cases not listed on the product page.
  
  
• Aesthetic or preference-based dissatisfaction with stated features.
  
  

These cases are handled under Section 4 (60-Day Relief or Refund Guarantee) instead.

 

How to file a "not as described" claim:

• Submit within 30 days of delivery.
• Specify which exact claim or specification on the product page the item fails to match.
• Include photo or video evidence of the mismatch (e.g. missing component, wrong model number).

Where verified, we provide a pre-paid return label and full refund or replacement at your choice. Where the evidence does not support a specification mismatch, the return is processed under Section 4.

 

3. 14-Day Change of Mind (statutory cancellation)

Under the Consumer Contracts Regulations 2013, you may cancel for any reason within 14 days of the day after delivery, without giving a reason.

• Email us within 14 days; return the item within a further 14 days of telling us.
  
  
• We refund the full product price within 14 days of receiving the item.
  
  
• You arrange and pay return shipping. We recommend tracked; items lost in return transit without proof of posting cannot be refunded.
  
  
• Item must be returned with all original packaging and accessories. You're free to open the box, inspect and test the device — that doesn't affect your right to cancel. However, we may deduct from your refund to reflect any diminished resale value where the item shows wear, soiling, missing parts, or damage beyond what's necessary to inspect and test it. In cases where the item is returned in a condition that cannot be shipped to another customer as new, the deduction will reflect the actual loss in resale value (which may be substantial)

 

4. 60-Day Relief or Refund Guarantee (voluntary, on top of statutory rights)

If you've used your product consistently and aren't experiencing the results or relief you hoped for, return it within 60 days for a full refund of the product price.

• What "consistent use" means: using the product as outlined in its instructions for at least 10 sessions across a 14-day period, or daily use for 2 weeks.
  
  
• You arrange and pay return shipping; tracked recommended.
  
  
• Item must be returned with all original packaging, accessories, and cables, in a condition consistent with the consistent use described above. Heavy damage, missing components, or unsanitary condition beyond normal use are handled under Section 6
  
  
• Refund is issued to your original payment method within 14 days of the item arriving back.
  
  
• We may ask you to share briefly how you used the device — for product improvement and to help future customers, not to gatekeep your refund.
  
  
• This guarantee is in addition to your 14-day statutory right (Section 3). Choose one per order; you cannot combine both.

 

5. Faults and Manufacturing Defects

If a technical or manufacturing fault develops with your product, we will always resolve it quickly and fairly in line with your UK statutory rights:

The Proof Requirement: To report a fault, you must email us with your order number, clear photos, and a short video clearly demonstrating the issue. We cannot open a claim or issue a return label without this visual evidence.

• First 30 Days: We provide a free pre-paid return label and your choice of a full refund or a new replacement.

• Day 31 to 2 Years: You are fully covered by our 2-year FormaState warranty. We will provide a free pre-paid return label and a brand-new replacement unit to fix the issue.

• Dispute and Remedy Rule: To prevent fraudulent claims, refunds and replacements are typically processed after the original device is returned and the fault is verified. In urgent cases or where the fault is clearly verifiable from photo and video evidence, we may dispatch a replacement before receiving the original — at our discretion.

 

6. Return Condition Guidelines

To keep our service sustainable, we just ask that you treat the product with respect while trying it out:

Testing the product: It is completely fine to open the box, and test the product.

What we expect back: To receive your full refund, the return must include the main product, any included controllers or power cables, accessories, and the original packaging/instructions, protective elements.

Incomplete or heavily damaged returns: If major parts are missing or the item is returned heavily damaged or in unsanitary condition beyond normal use and inspection, refunds may be substantially reduced or, in extreme cases, declined. We'll contact you with photographic evidence before finalising any deduction above 10%.

 

We photograph every return on arrival and will always share the assessment with you directly if any fair partial remedy needs to be discussed.

7. How to Start a Return

1. Email support@formastate.com with your order number.
   
   
2. Tell us which section applies (defective / not as described / 14-day cancellation / 60-day guarantee).
   
   
3. Attach the required photos or video for your category.
   
   
4. We respond within 1 working day with instructions and, where applicable, a pre-paid label.
   
   
5. Ship your item back using a tracked service. Unauthorised returns sent without contacting us first or missing an RMA reference cannot be processed.
   
   

6. We inspect and photograph the item on arrival at our warehouse, and process your refund or replacement within 14 days.

 

8. Items We Cannot Accept

• Consumable accessories (e.g. replacement gel pads) once opened, except where defective.
• Items returned outside the 60-day window, except where your statutory rights apply.
• Items returned without prior contact and an RMA reference.
• Items missing the original main device.

 

9. Refunds

Refunds go to your original payment method. Bank processing typically takes 3–10 working days after we issue the refund.

 

10. Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other UK consumer law. If any clause here conflicts with those rights, your statutory rights prevail.

 

11. Governing Law

This policy and any dispute arising from it are governed by the laws of England and Wales, and subject to the non-exclusive jurisdiction of the courts of England and Wales. This does not affect any mandatory consumer protection rights you have under the law of the part of the UK in which you live.

 

12. Contact

FormaState Support — support@formastate.com — typical reply within 1 working day, Mon–Fri.

 

This policy may be updated occasionally. The version in force is the one published at the time of your order.