Our terms
Danetre Health Products appreciates your business and make every effort to offer you the best possible service.
You will find below our terms and conditions, including shipping and returns. If you are unsure of anything or have further questions, simply email our team at info@danetrehealthproducts.com
As the authorised distributor (or dealer) of the products shown on our website, there may be product changes from the manufacturers, which are out of our control, and we reserve the right to change the product design and specification without prior notice. We will endeavour to inform you of these changes on receipt of your order.
Prices
Prices shown on our website are inclusive of VAT. Prices are subject to alteration without prior notification and the prices charged are those in force at the time of placing the order.
Delivery charges
At Danetre Health Products, we use a trackable courier service or Royal Mail depending on the type of product ordered. The appropriate delivery service is automatically applied to any order placed via our website and relevant delivery charge (see below) is added to the order at the time of ordering. These delivery services are not guaranteed due to factors outside of our control once an order has been despatched. For further details regarding delivery times, refer to the relevant section below on delivery.
When you order any Photizo device, there is no additional delivery charge within mainland UK.
When ordering accessories/smaller items, the relevant delivery charge will be added at check-out.
When ordering accessories/smaller items alongside a Photizo device, there is no additional delivery charge within mainland UK.
Shipping methods
All products shipped use the following shipping options based on the weight and value of the order:
Courier (trackable) 1 – 2 day working days (UK Mainland)
Royal Mail 1st Class – 1 – 2 working days (UK Mainland)
Courier (trackable) to UK off-shore postcodes and Ireland – transit time depends on destination
Parcels despatched by a trackable courier service can normally be tracked with automatic notification from the delivery provider after despatch from Danetre Health Products.
We aim to process and ship all orders within two working days of order confirmation, subject to stock availability. Orders placed between Friday and Sunday will be processed on the following Monday and Tuesday. In the event of an order being placed during extended bank holiday periods, where our offices will be closed, we will process the order on the first working day after the bank holiday or on the date we announce our offices will re-open. Check out our social media pages during public holiday times (especially Christmas) to see when we are open and processing orders.
Please note we are unable to request couriers to leave an order in ‘a safe space’ without signature for high value items, as this will invalidate insurance in the event the item goes missing from the customer delivery address. Unfortunately, Danetre Health Products Ltd cannot be held responsible if the goods are lost under these circumstances.
Cooling off period/cancellation of order
You have 14 working days from receipt of the goods to cancel the order. The cancellation of order must be made in writing, by letter or email. The purchaser has a further seven working days to return the cancelled item(s) during this period, subject to the product being unused, in its original packaging and not damaged. See further information on ‘Non-faulty returns’ below.
Damaged or wrong goods received
Notification of damage or shortage must be made within two working days of receipt of goods.
You will need to provide us with the following details:
Your name, address and contact number.
When and how you can be contacted.
Invoice number/consignment number on the parcel and name of courier/delivery provider.
The nature of the damage or shortage.
You must retain the damaged item(s) and all packaging for inspection.
In the event of damage occurring during shipping and the damage is obvious, do not accept the parcel and then contact us to inform us why the parcel was refused.
In the event of shortage, please keep all the packaging and contact us by phone or email.
Non-receipt of goods.
Non-receipt of goods must be notified by phone or email within seven working days of date of order. See further information in ‘Shipping methods’, above.
Non-faulty product return
We hope that you are delighted with any product purchased from us. However, the Danetre Health Products team understand not all products sold will be suitable for everyone, and should you wish to return a product to us that is not defective or damaged, which you found to be unsuitable, then please use the following returns instructions:
Contact us by emailing info@danetrehealthproducts.com with your full name, address, proof of purchase and reason for return prior to sending an item back. Make sure you enclose all these details in with your return to our address too
Please notify us within 14 days of receiving your order, if you are unhappy with your purchase and wish to return for a full refund
Full refunds will be made for any items returned which have not been opened or used, are in a saleable condition, not damaged, and in the original complete packaging within 14 days of receiving them
All postage costs for returned items are at the customers expense and we strongly recommend obtaining proof of postage when sending items
We recommend taking photos of the unit and packaging (including the serial number) before returning the item, to eliminate any potential damage which may occur during transit. However, it is the responsibility of the sender to ensure the packaging is going to properly protect the product, including its retail box, before handing over to postal services
Exchanges and credit notes will be given for items returned within 30 days of receiving them
Our address for returns is Danetre Health Products Ltd, Bragborough Hall Business Centre, Welton Road, Braunston, Daventry, Northants, NN11 7JG
We will issue a full refund but reserve the right to withhold 10% of the purchase price if the product or packaging is in such a condition that the item is not fully re-saleable. The amount deducted from the refund may be increased to 20% in the event that the item is dirty or mildly damaged
However, if the product is deemed to be seriously damaged by the customer or from inappropriate packaging, which will require an actual repair of the device to be carried out by our authorised service centre before it can be resold, the total cost of the damage will be deducted from the refunded amount to the customer
Warranty period
Warranty period for manufacturing faults is 24 months from date of purchase (excluding the rechargeable battery which is 12 months).
Faulty products – in or out of warranty period
In the rare circumstances you believe your device is faulty, you should read through our Troubleshooting Guide in the first instance, to rule out any of the obvious operational misunderstandings before getting in touch with us.
Our policy for any reported faults is to ensure the troubleshooting steps have been completed, even if you have only had your device for a few days.
Once all troubleshooting steps have been completed and an immediate fault is found with a Photizo device, the following will apply subject to whether your device is in or out of warranty:
For faults reported within first 30 days of purchase, a replacement unit will apply on case by case basis for confirmed faults by our authorised service centre. All the steps in our Troubleshooting Guide must be followed prior to return, and all original retail packaging and contents should be returned to our authorised service centre for investigation. A refund or replacement unit will only be issued on receipt of the faulty device and after inspection to confirm the fault;
Faults reported after 30 days of receipt within the warranty period will be eligible for repair only by our authorised service centre;
Faults reported after the warranty period from date of purchase will be repaired by our authorised service centre.
Any Photizo unit confirmed to be faulty after following the troubleshooting steps, should be returned to our authorised service centre, Trimbio Ltd, see their contact details shown at the bottom of our Troubleshooting Guide. Do not return your device to Danetre Health Products.
All repairs for faults within 24 months of receipt (where damage has not been caused by user or wear and tear) will be covered by warranty (except battery which is covered for 12 months).
However if your unit is returned to our service centre and found to be fully functional, you will be charged an inspection fee, even if your unit is within the warranty period (the inspection fee charge is £30 + VAT plus delivery (£10 + VAT).
Please refer to the User Guide supplied with your device for examples of what is not covered under warranty, eg. accidental damage or misuse.
Recycle, re-use
Our team is striving to be as ethical as possible and we use packaging from recycled materials wherever possible. We therefore encourage all our customers to help in being as eco-conscious as we are, so please dispose, recycle or re-use the packaging used in your delivery from us.
Disclaimer
Photizo light therapy devices have been developed by a team of physiotherapists, biologists, veterinarians and engineers to provide simplified, user-friendly light therapy devices.
We are proud these products are made to the highest standards and use only the highest quality components.
However, Photizo light therapy devices are not substitutes for sound medical or veterinary advice or treatment, but are intended as an ancillary, complementary treatment device.
Do not assume that all conditions are suitable for treatment with light therapy. Photizo light therapy devices are not diagnostic tools and are not intended to replace medical treatment.
In fact, Danetre Health Products team strongly suggest that medical advice is sought and taken before using any device supplied from us. Using any device supplied by Danetre Health Products without medical advice is the choice of the purchaser and Danetre Health Products cannot be held responsible for any changes to any existing medical condition now or in the future.
Danetre Health Products accepts no responsibility for any personal injury or damage that might be the result of using a product supplied by us.
Thank you!
Danetre Health Products Team
These terms and conditions were last updated in August 2023.