At The Physio Store, we provide physiotherapy, rehabilitation, sports medicine, and orthopedic support products. Because many of our products are medical-use items and may come into direct contact with the body, we follow a strict return and exchange policy to maintain hygiene, product safety, and customer trust.
Please read this policy carefully before placing an order.
1. General Return Policy
Products can only be returned or exchanged if they meet the conditions mentioned below.
To be eligible for a return or exchange, the product must be:
- Unused
- Unopened
- In its original packaging
- In the same condition as received
- With all tags, manuals, accessories, inserts, and packaging included
- Reported within the allowed return/exchange time period
The Physio Store reserves the right to reject any return or exchange request if the product appears used, damaged, opened, altered, missing packaging, or not in resellable condition.
2. Braces, Supports, and Orthopedic Products
This category includes, but is not limited to:
- ROM knee braces
- Full leg moon boots / walking boots
- Ankle moon boots
- Hinged elbow braces
- Tennis elbow braces
- Knee supports
- Ankle supports
- Wrist supports
- Back supports
- Shoulder supports
- Other orthopedic support products
Return / Exchange Eligibility
Braces and orthopedic supports may be returned or exchanged only if:
- The product is completely unopened
- The packaging seal is intact, where applicable
- The product has not been worn, tried, adjusted, stretched, or used
- The request is made within 3 days of delivery
- The original invoice/order confirmation is available
Once a brace, support, or moon boot has been opened or tried on, it cannot be returned due to hygiene and medical safety reasons.
Size Exchange
If the customer ordered the wrong size, we may allow a size exchange only if the product is unopened and unused.
Customers should check the size guide carefully before ordering. If they are unsure about sizing, they should contact The Physio Store on WhatsApp before placing the order so our team can guide them.
3. Tapes and Bandages — No Return / No Exchange
The following products are strictly non-returnable and non-exchangeable:
- Kinesio tapes
- Pre-cut kinesiology tapes
- Rigid tapes
- Cohesive bandages
- Athletic tapes
- Sports tapes
- Adhesive tapes
- Compression bandages
- Any opened roll, strip, or tape product
These items cannot be returned or exchanged once delivered because they are hygiene-sensitive and adhesive-based products. Even if the packaging appears unused, tapes and bandages cannot be accepted back after delivery.
Exception
A replacement may only be considered if:
- The wrong tape product was delivered
- The item arrived physically damaged
- The product was defective at the time of delivery
In such cases, the customer must report the issue within 24 hours of receiving the order, along with clear photos or videos.
4. TENS / EMS Machines and Electronic Products
This category includes:
- TENS machines
- EMS machines
- Portable pain relief machines
- Electrotherapy devices
- Device accessories, leads, pads, or electrodes
Return Eligibility
Electronic products may be returned only if:
- The product is unopened
- The box seal is intact
- The product has not been used
- The request is made within 3 days of delivery
Faulty Product Policy
If a TENS/EMS machine or electronic product is faulty on arrival, the customer must inform us within 24 hours of delivery with:
- Order number
- Clear photos of the product
- Video showing the issue
- Packaging photos
After inspection, we may offer a replacement, repair support, or further guidance depending on the issue.
Damage caused by misuse, water exposure, wrong handling, broken wires, dropped devices, burned circuits, or improper use will not be accepted as a return or replacement claim.
Accessories
Electrodes, pads, wires, leads, and other accessories are non-returnable once opened due to hygiene and usage reasons.
5. Non-Returnable Items
The following items cannot be returned or exchanged:
- Tapes of any kind
- Bandages of any kind
- Opened braces or supports
- Products that have been worn or tried on
- Products without original packaging
- Products damaged by the customer
- Products with missing tags, manuals, accessories, or parts
- Clearance sale items
- Discounted final-sale items
- Customized or specially arranged products
- Hygiene-sensitive products once delivered
- Used electronic accessories such as pads, electrodes, wires, and leads
6. Damaged, Wrong, or Missing Item
If the customer receives:
- A damaged product
- The wrong product
- The wrong size sent by us
- A missing item from the order
They must contact us within 24 hours of delivery.
The customer must provide:
- Order number
- Clear photos of the package
- Clear photos of the product
- Unboxing video, where possible
- Description of the issue
If the mistake is from The Physio Store’s side, The Physio Store will arrange a replacement or correction.
Claims made after 24 hours may not be accepted.
7. Return and Exchange Process
To request a return or exchange, the customer must contact us on WhatsApp or through our official customer support channel.
The customer must provide:
- Full name
- Order number
- Phone number
- Product name
- Reason for return/exchange
- Photos or videos, if required
Our team will review the request and confirm whether the product is eligible.
Customers should not send any product back without approval from The Physio Store. Unapproved returns may not be accepted.
8. Inspection After Return
All returned products are inspected after we receive them.
A return or exchange will only be approved if the product passes inspection.
We may reject the request if:
- The product has been opened
- The product has been used
- The product has signs of wear
- The packaging is damaged
- Tags, manuals, accessories, or parts are missing
- The product is not in resellable condition
- The product does not match the original item sent
If the return is rejected after inspection, the customer will be responsible for collecting the product or paying delivery charges for it to be sent back.
9. Return Delivery Charges
If the customer ordered the wrong product or wrong size, return delivery charges will be paid by the customer.
If The Physio Store sent the wrong product, wrong size, or damaged item, we will cover the replacement delivery charges after verification.
Original delivery charges are non-refundable unless the mistake was from our side.
10. Refund Policy
Refunds are only issued after the returned product is received, inspected, and approved.
Approved refunds may be processed through:
- Bank transfer
- JazzCash
- Easypaisa
- Original payment method, where possible
Refund processing may take 5–10 working days after approval.
For Cash on Delivery orders, refunds will only be processed to the customer’s provided bank account, JazzCash, or Easypaisa account.
Delivery charges, COD charges, payment gateway charges, and return shipping charges may be deducted where applicable.
11. Order Cancellation Policy
Orders can be cancelled before they are dispatched.
Once an order has been packed, shipped, or handed over to the courier, it cannot be cancelled. In that case, the standard return/exchange policy will apply.
For Cash on Delivery orders, repeated cancellations or refusals may result in future orders requiring advance payment.
12. Refused Deliveries and Failed Delivery Attempts
If a customer refuses delivery after confirmation, provides an incorrect address, does not answer courier calls, or is unavailable at the delivery address, the order may be returned to us.
In such cases:
- Delivery charges may still apply
- Future orders may require advance payment
- The Physio Store may refuse future Cash on Delivery service
13. Medical Product Disclaimer
The Physio Store provides physiotherapy and orthopedic support products, but product selection should be based on proper medical advice where required.
Customers are encouraged to consult a doctor, physiotherapist, or healthcare professional before purchasing medical braces, supports, walking boots, TENS/EMS machines, or rehabilitation products.
The Physio Store is not responsible for incorrect product selection due to lack of medical consultation.
14. Final Decision
The Physio Store reserves the right to make the final decision on all return, exchange, replacement, and refund requests.
This policy is designed to protect customer safety, maintain hygiene standards, and ensure fair handling of all orders.
For return or exchange support, please contact us on WhatsApp or through our official customer support channel.