1. Scope

This policy applies to purchases made from MyFloat through our website, portal, quotations, invoices, direct orders, and related sales channels.

Because MyFloat supplies a mix of goods, specialist parts, support services, technical services, memberships, and related products, the rules for cancellations, returns, and refunds may differ depending on what has been purchased and whether the customer is a business customer or a consumer.

2. Business customers and consumers

Most MyFloat products and services are intended for float pod operators and commercial use.

Where goods or services are purchased by a company, partnership, float centre, clinic, or other commercial operator, the purchase is treated as a business-to-business sale unless stated otherwise.

Where a purchase is made by an individual acting wholly or mainly outside their trade, business, craft, or profession, that person may have additional rights under consumer law.

Nothing in this policy removes any rights that cannot lawfully be excluded.

3. Orders made to customer requirements

A large proportion of MyFloat orders are not off-the-shelf retail purchases. Many items are selected, sourced, assembled, configured, specified, or supplied to suit a particular customer, pod setup, site condition, service history, or technical requirement.

For that reason, MyFloat does not operate a blanket open-ended returns policy. Where items are ordered or supplied against a customer's stated requirements, site needs, equipment compatibility, or requested configuration, returns may not be possible once the order has been placed, processed, supplied, or prepared.

If you are unsure about suitability before ordering, please contact MyFloat before purchase.

4. Faulty, damaged, or incorrect items

If you receive an item that is faulty, damaged in transit, or incorrect, please contact MyFloat as soon as reasonably possible at support@myfloat.co.uk.

Please include:

• your order number or invoice reference;
• a description of the issue;
• photographs where relevant;
• details of whether the item has been installed, fitted, or used.

Where a claim is accepted, MyFloat may, at its discretion and subject to applicable law, replace the item, repair the item, issue a refund, issue a credit, supply the correct item, or request return of the affected item for inspection.

5. Non-faulty returns

Non-faulty returns are accepted only where agreed in advance by MyFloat.

Any return approved on this basis must usually be:

• unused;
• uninstalled;
• unopened where applicable;
• in its original packaging;
• complete and in clean resaleable condition;
• returned within the timeframe specified by MyFloat when approval is given.

Returns sent without prior approval may be refused.

Approval of a return does not guarantee a full refund. MyFloat may apply a reasonable deduction or restocking charge where appropriate.

6. Items generally not eligible for return

Unless faulty or otherwise required by law, MyFloat does not generally accept returns for:

• special-order items;
• bespoke, made-to-order, or non-stock parts;
• items ordered against a customer's stated specification or technical requirement;
• electrical or technical components that have been installed, connected, programmed, or used;
• consumables that have been opened, used, or partially used;
• liquids, chemicals, treatment products, test products, and related opened items;
• products exposed to contamination, moisture, salt, peroxide, operational use, or site conditions;
• software, digital items, or downloads once supplied or accessed;
• support services already delivered;
• remote sessions already provided;
• on-site service visits already carried out;
• labour charges already incurred;
• activated memberships or membership periods already commenced.

7. Consumer cancellation rights for online sales

Where you are a consumer and you purchase goods online, by phone, or by another distance-selling method, you may have a legal right to cancel most goods orders within 14 days of receiving the goods, and then a further 14 days to return them.

This right does not apply in all cases and may not apply to certain items, including goods made to a particular specification or otherwise exempt under law.

This consumer cancellation section does not apply to business customers.

8. Services, support, and bookings

MyFloat supplies technical support, remote assistance, live remote sessions, service visits, and related specialist services.

Unless otherwise agreed:

• booked services may be rearranged or cancelled by agreement before delivery;
• once support work has begun or a service has been delivered, fees are generally non-refundable;
• where work has been scheduled specifically for you, MyFloat may retain or charge for time already allocated, preparation already undertaken, or costs already incurred;
• completed live remote sessions, completed support work, completed site visits, and completed labour are non-refundable except where required by law.

9. Memberships

Membership fees are generally non-refundable once a membership has been activated or the membership period has begun, unless required otherwise by law.

If a membership includes immediate access to portal features, support routes, records, pricing, resources, or other member benefits, use of those benefits may affect whether any refund is available.

10. Return process

To request a return, replacement, credit, or refund, you must contact support@myfloat.co.uk before sending anything back.

Please do not return items without prior approval.

If a return is authorised, MyFloat will provide instructions. The customer must follow those instructions to remain eligible for any refund, replacement, or credit.

11. Return shipping and costs

Unless the item is accepted by MyFloat as faulty, damaged, or incorrectly supplied, the customer is responsible for return shipping costs and for ensuring the item is returned safely.

If MyFloat agrees that an item was faulty, damaged, or incorrectly supplied, we may reimburse reasonable return shipping costs or arrange collection at our discretion.

Original shipping costs may be non-refundable except where required by law.

12. Inspection and approval

Returned items may be inspected before any refund, replacement, or credit is approved.

If an item is returned used, damaged after delivery, incomplete, contaminated, missing packaging or components, or not in the condition described by the customer, MyFloat may refuse the return, reduce the refund, or return the item to the customer.

13. Refunds

Where a refund is approved, it will normally be made back to the original payment method unless otherwise agreed.

Refund timing may vary depending on the nature of the purchase, whether the item has been returned, whether inspection is required, the payment provider involved, and any legal requirements that apply.

14. Consumer statutory rights

If you are a consumer, you may also have legal rights if goods are faulty, not as described, or otherwise do not meet the required standard. Those rights can include repair, replacement, price reduction, or rejection in certain circumstances.

This policy does not limit any statutory rights that cannot lawfully be excluded.

15. Contact