FREQUENTLY ASKED QUESTIONS
What is your response to COVID-19?
We are concentrating on delivering treatment to you, safely, at home, using no needle electroacupuncture. GHET Online consultations allow us to tailor personalised 'prescriptions' for you and your condition.
How many treatments will I need?
Each patient is different. A few patients will need only a single treatment. Most will need several but will feel some improvement after the first treatment or two. Complex problems normally require more treatment although sometimes even very longstanding painful conditions will disappear in one or two treatments. The effects of acupuncture and No Needle electroacupuncture tend to build up over a few sessions of treatment but once established are usually long lasting, and may be permanent.
Will GHET help my condition?
We list on the website those conditions which are particularly suitable for the Guided Home Electroacupuncture Treatment (GHET).
That being said it is always worth getting in contact to see if we could help you info@monkmedicalgroup.co.uk
In the Initial response to your booking request we will send you a Medical Questionnaire which will help Dr Monk decide whether GHET is likely to be helpful for you.
He will also ask you for more detail about your condition in the initial short online Consultation. If he has seen you in the clinic in the past then he will also take your medical record into account, and whether you have had electroacupuncture before. With all these details he will be able to answer the question whether GHET is likely to help you including an estimation on how much improvement you are likely to have and how many consultations you may need.
That being said it is always worth getting in contact to see if we could help you info@monkmedicalgroup.co.uk
In the Initial response to your booking request we will send you a Medical Questionnaire which will help Dr Monk decide whether GHET is likely to be helpful for you.
He will also ask you for more detail about your condition in the initial short online Consultation. If he has seen you in the clinic in the past then he will also take your medical record into account, and whether you have had electroacupuncture before. With all these details he will be able to answer the question whether GHET is likely to help you including an estimation on how much improvement you are likely to have and how many consultations you may need.
Can you really cure me?
No one can claim to cure everyone! However, Dr Monk has had over 30 years experience with these techniques and he has seen literally thousands of patients so he has a great deal of experience.
This means that his assessments as to whether you will be helped, how much treatment is needed and what improvement you may achieve, are generally pretty accurate.
In addition to this he has seen many complex problems over the years and this means he has a lot of clinical experience to draw on if you are not responding as expected.
This means that his assessments as to whether you will be helped, how much treatment is needed and what improvement you may achieve, are generally pretty accurate.
In addition to this he has seen many complex problems over the years and this means he has a lot of clinical experience to draw on if you are not responding as expected.
What's the difference between online and clinic consultations?
There are many similarities, for example over maintaining privacy, confidentiality and protecting your data just like we do in the Clinic.
There are obviously some limitations between the two approaches, for example you can't have a physical examination and we can't see subtle changes in skin colour or feel differences in skin tone, on screen. These are diagnostic tools which are absent. As such we ask you to tell us if you think anything is being missed because it may not be readily seen. We also treat a narrower range of problems with GHET than in the Clinic, focusing on those particularly suited to this approach, in order to err on the safe side. In practice, the Consultations and Guided Treatments work well and people get used to the alternative format quickly and like the results and the convenience.
There are obviously some limitations between the two approaches, for example you can't have a physical examination and we can't see subtle changes in skin colour or feel differences in skin tone, on screen. These are diagnostic tools which are absent. As such we ask you to tell us if you think anything is being missed because it may not be readily seen. We also treat a narrower range of problems with GHET than in the Clinic, focusing on those particularly suited to this approach, in order to err on the safe side. In practice, the Consultations and Guided Treatments work well and people get used to the alternative format quickly and like the results and the convenience.
How does ZOOM work?
The online consultation will be using ZOOM.
ZOOM can be used on a desktop, laptop computer, tablet, or mobile phone.
We recommend using the largest screen device you have, you also need to have a working microphone and camera.
If you haven't used ZOOM before, although it is straightforward, do find family or friends to practise with so you know how it works. Here is a link to their website where there are helpful guides; https://zoom.us
Your ZOOM link, ID number and password will be included in your booking email.
It is a good idea to join the meeting 10 minutes before the scheduled time, just as you would for a normal clinic appointment.
You will be directed to the virtual ‘waiting room’ where you can test your microphone, speaker volume, and video.
For security, once Dr Monk joins the appointment, he will lock it so that no-one else can enter.
During the consultation Dr Monk will be taking notes and any necessary information will be emailed to you afterwards.
ZOOM can be used on a desktop, laptop computer, tablet, or mobile phone.
We recommend using the largest screen device you have, you also need to have a working microphone and camera.
If you haven't used ZOOM before, although it is straightforward, do find family or friends to practise with so you know how it works. Here is a link to their website where there are helpful guides; https://zoom.us
Your ZOOM link, ID number and password will be included in your booking email.
It is a good idea to join the meeting 10 minutes before the scheduled time, just as you would for a normal clinic appointment.
You will be directed to the virtual ‘waiting room’ where you can test your microphone, speaker volume, and video.
For security, once Dr Monk joins the appointment, he will lock it so that no-one else can enter.
During the consultation Dr Monk will be taking notes and any necessary information will be emailed to you afterwards.
I am not great at Technology - how easy are the online consultations?
They are pretty straightforward. ZOOM has been widely adopted by individuals and big organisations, including the NHS, since Covid restrictions were implemented and has been around for much longer than that. It is easy to use and there is extensive help at https://support.zoom.us/hc/en-us Nonetheless people do feel understandably anxious about using ZOOM for the first time. It is really a confidence issue and so we suggest the best way to overcome this is to practise as first with friends and family. That said, we have had complete first timers who have not been able to practise at all and they have rapidly become at ease with ZOOM.
We have had a couple of patients who are over 80 who have taken to this like ducks to water
We have had a couple of patients who are over 80 who have taken to this like ducks to water
What is electroacupuncture?
Dr Monk has used electroacupuncture in the clinic for more than 30 years. This is a relatively modern development of acupuncture which means that acupuncture points are stimulated with tiny electric pulses which are painless, rather than with needles.
Why exclude depression from the GHET treatment?
The reason we exclude Depression is because GHET is an 'arms length' approach and therefore there is infrequent input from the practitioner. As such it is suited to conditions where a deterioration in a condition would not require prompt intervention to avoid risk to mental or physical health.
Although Depression can vary from mild to severe, even mild depression is vulnerable to an acute deterioration.
In that event it would be ideal for the person to be able to reach out to the practitioner and get immediate support which is not how GHET is set up.
Although Depression can vary from mild to severe, even mild depression is vulnerable to an acute deterioration.
In that event it would be ideal for the person to be able to reach out to the practitioner and get immediate support which is not how GHET is set up.
Can I get the treatment you offer elsewhere?
To our knowledge we are the only medical practice offering the treatment we specialise in.
With the development of our GHET programme we can offer our treatment remotely, allowing more people to get the help they so desperately need.
With the development of our GHET programme we can offer our treatment remotely, allowing more people to get the help they so desperately need.
Is my data secure filling in the medical questionnaire?
Yes we use a secure online environment for the Medical Questionnaire – a link to this is sent with your appointment confirmations - once you have filled in the questionnaire you get a completion message and Dr Monk will review the information before your initial consultation
Why is there an Initial Consultation before I get my Home Treatment Unit and have my First Guided Online Treatment ?
The short Initial Online Consultation is to make sure that this treatment approach is suitable for you and that you are happy to go ahead. In combination with the Medical Questionnaire we ask you to complete it gives time for both you and Dr Monk to confirm the treatment will be of benefit.
We do ask that you pay for the unit and the first Guided Online Treatment in advance so that we can send the unit to you without delay.
If either you or Dr Monk decides that that the treatment is not suitable after this consultation, then we will refund the cost of the unit and the first Guided Online Treatment.
You can of course cancel treatment at any time and you will be refunded any unused Consultations, but once we have sent you the GHET Treatment Unit we can't refund you the cost of that due to it being medical equipment.
We do ask that you pay for the unit and the first Guided Online Treatment in advance so that we can send the unit to you without delay.
If either you or Dr Monk decides that that the treatment is not suitable after this consultation, then we will refund the cost of the unit and the first Guided Online Treatment.
You can of course cancel treatment at any time and you will be refunded any unused Consultations, but once we have sent you the GHET Treatment Unit we can't refund you the cost of that due to it being medical equipment.
What if the treatment is not for me after the initial consultation?
If you feel the treatment is not for you at the Initial Consultation you can simply cancel and we will refund you the cost of the GHET Treatment Unit and the first Guided Online Treatment. Please note that once we have posted the unit to you we can't refund the cost of this, even if you haven't used it.
How many treatments will you need?
Each patient is different. A few patients will need only a single treatment. Most will need several but will feel some improvement after the first visit or two. Complex problems normally require more treatment although sometimes even very longstanding painful conditions will disappear in one or two treatments. The effects of acupuncture tend to build up over a few sessions of treatment but once established are usually long lasting, and may be permanent.
Will my insurance company pay for it?
You would need to make your own enquiries. As we understand things, people may be able to recover fees more readily from Cash Plans where you decide how you want to spend individual allocations. Either way, we do not bill insurers directly but we provide you with a full invoice/receipt which details all the information you would need to recover fees if your insurer will reimburse you.
Is GHET suitable for anyone?
GHET is not suitable for people with certain serious underlying conditions or for people whose conditions can be very unstable and unpredictable. This is because GHET patients are only supervised remotely, rather than because of a problem concerning the treatment itself.
Because oversight is remote we will not treat you if you are pregnant, or think you may be,
have ever had a fit - GHET is not suitable for people who suffer from epilepsy
have a pacemaker fitted - GHET is not suitable for people with a pacemaker
have a bleeding disorder such as haemophilia are taking anti-coagulants like Warfarin
have damaged heart valves, perhaps as a result of Rheumatic Fever -
GHET is not suitable for people with these disorders have severe depression
Because oversight is remote we will not treat you if you are pregnant, or think you may be,
have ever had a fit - GHET is not suitable for people who suffer from epilepsy
have a pacemaker fitted - GHET is not suitable for people with a pacemaker
have a bleeding disorder such as haemophilia are taking anti-coagulants like Warfarin
have damaged heart valves, perhaps as a result of Rheumatic Fever -
GHET is not suitable for people with these disorders have severe depression
Do only old people get RLS?
No although RLS is often diagnosed in middle-aged people, it can affect any age group, including children - sometimes the symptoms are dismissed as 'growing pains'. RLS does seem to run in families and two gene variations have been identified that increase the risk for RLS. There is an association with other conditions such as iron deficiency and anaemia and it is suggested that all patients with RLS should have their iron status tested. One study has suggested that even low-normal levels of ferritin could produce symptoms of RLS and should be treated. About 20% of women develop RLS during pregnancy but the symptoms usually disappear once the baby has been born. There aren't really any laboratory tests for RLS and the diagnosis depends on the clinical picture, in other words the patient's description of symptoms, but it can be very difficult for the sufferer to put their feelings into words. One of the things that patients very commonly say is “it's really difficult to describe”.
do I have to stop taking my RLS medication for your treatment to work?
Many of our patients are taking drugs for RLS and find their symptoms are no longer controlled by them although they may have been at first.
It is important not to stop the drugs until we have got your symptoms under control. Most patients will run into problems if they try to stop too soon and too quickly.Weaning yourself from the medication has to be done very slowly.
It is important not to stop the drugs until we have got your symptoms under control. Most patients will run into problems if they try to stop too soon and too quickly.Weaning yourself from the medication has to be done very slowly.
Do I have Restless legs?
It can take a long time for people to have their RLS diagnosed, because the symptoms can be so strange. But a group of neurologists came up with this single question, and if you answer “yes” then it’s virtually certain you have RLS. "When you try to relax in the evening or sleep at night, do you ever have unpleasant, restless feelings in your legs that can be relieved by walking or movement?“
If you answer 'Yes', this question has 100% sensitivity and 96.8% specificity for the diagnosis of RLS.
The next step is to be sure that the RLS symptoms are not being caused by something which should be treated differently, for example an iron deficiency.
Here is a link to our RLS website which outlines some common circumstances which can be causing RLS symptoms. Some simple blood tests will rule out some of thse conditons.
You can either get the tests privately through Medichecks which we offer on our restless legs clinic site, or other sites which offer the tests, or ask your GP to do them on the NHS. As we say on the website, we advise you not to seek treatment with us unless you have ruled out the above first because you could be wasting your money to do so. If for instance the problem is due to iron deficiency you should find your RLS responds to iron supplementation prescribed by your GP.
People come to us when the common causes of their symptoms have been excluded. "When you try to relax in the evening or sleep at night, do you ever have unpleasant, restless feelings in your legs that can be relieved by walking or movement?“. If you answere 'Yes', this question has 100% sensitivity and 96.8% specificity for the diagnosis of RLS.
If you answer 'Yes', this question has 100% sensitivity and 96.8% specificity for the diagnosis of RLS.
The next step is to be sure that the RLS symptoms are not being caused by something which should be treated differently, for example an iron deficiency.
Here is a link to our RLS website which outlines some common circumstances which can be causing RLS symptoms. Some simple blood tests will rule out some of thse conditons.
You can either get the tests privately through Medichecks which we offer on our restless legs clinic site, or other sites which offer the tests, or ask your GP to do them on the NHS. As we say on the website, we advise you not to seek treatment with us unless you have ruled out the above first because you could be wasting your money to do so. If for instance the problem is due to iron deficiency you should find your RLS responds to iron supplementation prescribed by your GP.
People come to us when the common causes of their symptoms have been excluded. "When you try to relax in the evening or sleep at night, do you ever have unpleasant, restless feelings in your legs that can be relieved by walking or movement?“. If you answere 'Yes', this question has 100% sensitivity and 96.8% specificity for the diagnosis of RLS.
Can I cancel my appointment?
Of course you can cancel an appointment but we do need 48 hours notice. Appointment rescheduling and cancellations can be made without charge up to 48 hours before the appointment via email info@monkmedicalgroup.co.uk. If an appointment is missed or cancelled with less than 48 hours notice then no refund will be offered.
In regards to the GHET initial set up package; if you change your mind, we refund the individual costs of the parts not taken, not the whole package.
If you are re-arranging an appointment you will need to use the new date and time ZOOM links as the first links will not work.
In regards to the GHET initial set up package; if you change your mind, we refund the individual costs of the parts not taken, not the whole package.
If you are re-arranging an appointment you will need to use the new date and time ZOOM links as the first links will not work.
How do I pay?
At present we ask for payment via BACS transfers.
How long before I get a refund?
we aim to complete your refund within 48 hours. If for any reason you have a problem please email us, info@monkmedicalgroup.co.uk
Is Electroacupuncture safe?
Since we are not using any needles with our GHET electroacupuncture treatment, the treatments carry even lower risk than needle acupuncture. Very occasionally there is a mild allergic reaction to the surface electrodes causing skin redness and irritation. Some patients will experience a flare-up in symptoms before an improvement but this is unusual.
Is acupuncture safe?
Acupuncture is generally very safe. Serious side effects are very rare - fewer than 1 per 10,000 treatments. Put in context, this makes it much safer than most conventional medical treatment. (For instance it is thought that NSAIDs (anti-inflammatory drugs ) may cause 2500 deaths each year in the UK).
Does acupuncture hurt?
Using fine needles some patients feel a very slight scratch, although many feel nothing at all. Electroacupuncture and auriculotherapy are needle free and painless and are ideal for patients who are afraid of needles.
Will I be able to drive after TREATMENT?
Normally there is no problem after manipulation or acupuncture or electroacupuncture. Sometimes patients feel sleepy straight afterwards and if so we encourage you to wait in our very comfortable waiting room and have some water and it will soon pass off. Alternatively this can happen a few hours later; if so you are advised not to drive or operate machinery until it passes off. Most people experience this as a pleasant effect but if you are at all worried do get in contact with us.
TERMS AND CONDITIONS OF SALE
Please note that the two parts of the Guided Home Treatment Package (GHET) are covered by different trading regulations affecting returns and refunds and your (and our) rights are somewhat different.
The treatment unit, which is a physical unit, is covered by the Sale of Goods Act 2015. The actual protocol for using the unit, which you access from our website, is a Digital Service and different rules apply.
The treatment unit, which is a physical unit, is covered by the Sale of Goods Act 2015. The actual protocol for using the unit, which you access from our website, is a Digital Service and different rules apply.
1 Description, Specification and Price of Goods
1.1 The description, specification and price of the products we sell is shown on our website. We continually seek to improve our products and so we reserve the right to make technical changes to the specification without affecting function, quality or price.
1.2 We have the right not to sell a product to you and we do not need to provide a reason.
1.3 If we make a typographical or clerical error in our documentation with regard to the description of our offer, we will correct it without liability.
1.4 All products are subject to availability. If you have ordered a product which is not available we will tell you as quickly as we can after we receive your order.
1.5 We have the right to offer an alternative or a refund, or you can choose to wait until the item is back in stock.
1.6 If the alternative you choose is at a higher price than the original order, you are liable to pay the extra. We won’t dispatch the product until the full price is paid.
If you would like a refund we will pay that promptly. Please see the Refunds section below for more details.
1.7 There is a delivery charge for our products. Prices for delivery may vary depending on where you live in the UK (for example to the Highlands and Islands). If you don’t live in the UK then there will be additional delivery charges . You can find out more about our delivery charges in the Delivery section below.
1.8 Once you have received the GHET package please inspect it immediately to ensure that you have all the parts. You have 14 days from receipt, as determined by the delivery tracking service, to tell us about any problems or if something is missing. After 14 days you are deemed to have accepted the product, so no cancellation is possible and missing items thereafter will be deemed to have been lost by you. We can supply replacement items; please ask for the price list. Please see the Cancellations section below for more information.
1.9 If our products are exported to a country outside the United Kingdom, you will be responsible for complying with local regulations regarding the import of such products and for paying any duties levied. Please note that if we are sending the GHET package outside the UK, batteries are not included. Because these are complimentary for our UK customers there will be no refund.
1.10 If an exported product is faulty, you can return it to us under Warranty but you are responsible for any charges and taxes in exporting an item. You should follow our Returns procedure laid out at (4) below.
1.1 The description, specification and price of the products we sell is shown on our website. We continually seek to improve our products and so we reserve the right to make technical changes to the specification without affecting function, quality or price.
1.2 We have the right not to sell a product to you and we do not need to provide a reason.
1.3 If we make a typographical or clerical error in our documentation with regard to the description of our offer, we will correct it without liability.
1.4 All products are subject to availability. If you have ordered a product which is not available we will tell you as quickly as we can after we receive your order.
1.5 We have the right to offer an alternative or a refund, or you can choose to wait until the item is back in stock.
1.6 If the alternative you choose is at a higher price than the original order, you are liable to pay the extra. We won’t dispatch the product until the full price is paid.
If you would like a refund we will pay that promptly. Please see the Refunds section below for more details.
1.7 There is a delivery charge for our products. Prices for delivery may vary depending on where you live in the UK (for example to the Highlands and Islands). If you don’t live in the UK then there will be additional delivery charges . You can find out more about our delivery charges in the Delivery section below.
1.8 Once you have received the GHET package please inspect it immediately to ensure that you have all the parts. You have 14 days from receipt, as determined by the delivery tracking service, to tell us about any problems or if something is missing. After 14 days you are deemed to have accepted the product, so no cancellation is possible and missing items thereafter will be deemed to have been lost by you. We can supply replacement items; please ask for the price list. Please see the Cancellations section below for more information.
1.9 If our products are exported to a country outside the United Kingdom, you will be responsible for complying with local regulations regarding the import of such products and for paying any duties levied. Please note that if we are sending the GHET package outside the UK, batteries are not included. Because these are complimentary for our UK customers there will be no refund.
1.10 If an exported product is faulty, you can return it to us under Warranty but you are responsible for any charges and taxes in exporting an item. You should follow our Returns procedure laid out at (4) below.
2 Delivery
2.1 We aim to dispatch your product within 3 working days of receipt of your Payment (excluding Saturday, Sunday, and Bank Holidays).
2.2 We will send the product to the address you give us on the order form. If you want to change the delivery address before the product leaves us, we will do our best to facilitate that, although it may not be possible to change the address once the product has been packed.
2.3 We use Royal Mail Tracked 48 service to dispatch our products. We make every effort to make sure your product gets to you quickly and within the time frame for the delivery method we use. We are not responsible for delivery times once the product leaves us though.
2.4 We reserve the right to vary the dispatch method but will always try and ensure it is ‘like for like’.
2.5 We are only responsible for the product until it reaches the address you give us; if you vary the address (e.g ask for the delivery agent to leave it with a neighbour) or ask for it to be left in a ‘safe place’ we will not be responsible if it goes missing.
2.1 We aim to dispatch your product within 3 working days of receipt of your Payment (excluding Saturday, Sunday, and Bank Holidays).
2.2 We will send the product to the address you give us on the order form. If you want to change the delivery address before the product leaves us, we will do our best to facilitate that, although it may not be possible to change the address once the product has been packed.
2.3 We use Royal Mail Tracked 48 service to dispatch our products. We make every effort to make sure your product gets to you quickly and within the time frame for the delivery method we use. We are not responsible for delivery times once the product leaves us though.
2.4 We reserve the right to vary the dispatch method but will always try and ensure it is ‘like for like’.
2.5 We are only responsible for the product until it reaches the address you give us; if you vary the address (e.g ask for the delivery agent to leave it with a neighbour) or ask for it to be left in a ‘safe place’ we will not be responsible if it goes missing.
3 Cancellations
4 Returns
5 Refunds Policy
5.1 Our Refunds policy is the policy which applies so please read this carefully; we are not obliged to process refunds if you do not follow our policy for carrying out Refunds.
5.2 Please note, electrodes are not refundable; electrodes comprise of; auricular clips, crocodile clips, electrode tape, electrode packs. This is for health and hygiene reasons. Refunds will therefore be made excluding the cost of these items. If you send them back anyway, they will be disposed of and no refund made for them.
5.3 We will not refund you for our post and packaging costs if you cancel an order after it has been dispatched.
5.4 We will only refund your return shipping costs if the return is a result of our error or due to a defective item. We will ask you to email us a copy of your receipt for the return postage costs.
5.5 Refunds are only made once the cancellation has been received and approved by us and the goods have been received back in a saleable condition. Please allow up to 28 days to receive your refund although usually they reach you much more quickly. Delays can arise during return shipping, during processing, and when banks process payments.
5.6 Refunds are paid to you by the original payment method only.
5.1 Our Refunds policy is the policy which applies so please read this carefully; we are not obliged to process refunds if you do not follow our policy for carrying out Refunds.
5.2 Please note, electrodes are not refundable; electrodes comprise of; auricular clips, crocodile clips, electrode tape, electrode packs. This is for health and hygiene reasons. Refunds will therefore be made excluding the cost of these items. If you send them back anyway, they will be disposed of and no refund made for them.
5.3 We will not refund you for our post and packaging costs if you cancel an order after it has been dispatched.
5.4 We will only refund your return shipping costs if the return is a result of our error or due to a defective item. We will ask you to email us a copy of your receipt for the return postage costs.
5.5 Refunds are only made once the cancellation has been received and approved by us and the goods have been received back in a saleable condition. Please allow up to 28 days to receive your refund although usually they reach you much more quickly. Delays can arise during return shipping, during processing, and when banks process payments.
5.6 Refunds are paid to you by the original payment method only.
6 Warranty6.1 Please read this carefully; we are not obliged to alter the way we carry out our Warranty policy. Our units are usually very reliable. Nonetheless, unfortunately, sometimes things go wrong.
6.2 Please remember to inspect the product on receipt and notify us within 14 days if you think something is amiss or missing - see 1.8 above. Thereafter, the units are covered for one calendar year from the date of dispatch.
6.3 All other items, excluding the electrode pads are covered for three months from the date of dispatch.
6.4 Batteries are not warranted being complimentary.
6.5 If you want to return an item under Warranty you must first email us at info@monkmedicalgroup.co.uk
Please include your full name, your address and the date you bought it from us. This is on your original invoice. We will email you to let you know where to send the unit. Please return all items to us including electrodes and accessories. If items are not returned, we will not refund them.
6.6 Once the item has been received back by us we will examine it to establish whether it is faulty or if it has been used incorrectly.
6.7 We will refund the cost of the unit by the original payment method. We will also pay your shipping costs to return it, if the return is due to a defective item. We will ask you to email us a copy of your receipt for the return postage costs. Please see our Refunds guidance at 5 above.
6.8 If you would prefer a replacement item rather than a refund we will try and accommodate that but there may be an additional charge; we will not be liable to replace rather than refund.
6.2 Please remember to inspect the product on receipt and notify us within 14 days if you think something is amiss or missing - see 1.8 above. Thereafter, the units are covered for one calendar year from the date of dispatch.
6.3 All other items, excluding the electrode pads are covered for three months from the date of dispatch.
6.4 Batteries are not warranted being complimentary.
6.5 If you want to return an item under Warranty you must first email us at info@monkmedicalgroup.co.uk
Please include your full name, your address and the date you bought it from us. This is on your original invoice. We will email you to let you know where to send the unit. Please return all items to us including electrodes and accessories. If items are not returned, we will not refund them.
6.6 Once the item has been received back by us we will examine it to establish whether it is faulty or if it has been used incorrectly.
6.7 We will refund the cost of the unit by the original payment method. We will also pay your shipping costs to return it, if the return is due to a defective item. We will ask you to email us a copy of your receipt for the return postage costs. Please see our Refunds guidance at 5 above.
6.8 If you would prefer a replacement item rather than a refund we will try and accommodate that but there may be an additional charge; we will not be liable to replace rather than refund.