Koolpak Elly the Elephant Hot & Cold Reusable Gel Pack

Start your return

Email support@industracare.com with your order number, the products and quantities you want to return, and whether you would like us to arrange collection. For a faulty, damaged or incorrect item, describe the problem and include photographs if available.

Contacting us first helps us provide the correct return instructions. Manufacturer-direct products may need to go back to the manufacturer rather than our warehouse. You do not need our permission to exercise a statutory right to cancel.

Changed your mind about a personal purchase?

If you bought online as a consumer, you normally have 14 days after delivery to tell us you wish to cancel, then a further 14 days to return the goods. You do not have to give a reason. The exceptions below may apply.

You may inspect goods as you would in a shop. We do not charge a restocking fee for a valid statutory cancellation. We may make a lawful deduction for a loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.

You are responsible for the direct cost of returning a change-of-mind order where this was made clear before purchase. If you would like us to arrange collection, we will confirm the cost before booking it. Our standard warehouse parcel collection service is £9.99 including VAT, where available.

Our additional 30-day returns offer

For most unused goods, you can also request a change-of-mind return within 30 days of delivery. This additional offer is subject to the goods being unused, complete, in resaleable condition and in their original packaging, with tags and seals intact. It does not replace or shorten your statutory rights. Manufacturer-direct items have the additional conditions below.

Manufacturer-shipped items

This applies to accepted business change-of-mind returns and consumer returns agreed under our additional policy outside the statutory cancellation right, where these terms were provided before purchase. A manufacturer’s acceptance may be required. Goods must be unused, complete and in resaleable condition, with their original packaging.

Consumer cancellations: being shipped by a manufacturer does not remove your statutory cancellation rights. The 15% fee does not apply when you exercise those rights. You can arrange the return yourself, or ask about our £20 manufacturer collection service, where available. A collection charge will only be deducted if agreed; your responsibility for return costs depends on the information provided before purchase.

Do not send manufacturer-direct goods to Catkin Way until we have confirmed the correct destination. For bulky goods that cannot normally be returned by post, the applicable return arrangements and costs must be explained before purchase.

For other business returns, contact us so we can confirm the terms that apply to your order. Existing orders remain subject to the terms agreed when they were placed.

Faulty, damaged, incorrect or misdescribed goods

Please contact us as soon as reasonably possible so we can help. We will arrange the appropriate return and remedy in line with your rights. The change-of-mind restocking and collection fees above do not apply. A manufacturer’s warranty is in addition to your statutory rights, and you can raise the issue with us as the seller.

Hygiene seals, sterile items and made-to-order goods

The statutory change-of-mind right can be excluded for goods made to your specifications or clearly personalised, and for sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed after delivery. This can include opened sterile dressings, mouthguards and certain personal-use medical or PPE products, where the exemption genuinely applies.

Being a medical item, PPE item or manufacturer-direct item does not by itself make a product non-returnable. These exceptions do not remove your rights if goods are faulty, incorrect or not as described.

Pack your return securely

Include your order number and all the parts and accessories being returned. Use protective outer packaging, and avoid placing tape or shipping labels directly on the product’s own box. Keep proof of posting or collection.

For our additional 30-day offer, clothing and footwear must be unworn and unwashed, with tags attached. Sterile and hygiene seals must remain intact. These conditions do not restrict the inspection allowed under your statutory rights.

Refunds and exchanges

For a statutory consumer cancellation, we refund within 14 days of receiving the goods back or receiving evidence that you sent them back, whichever is earlier. We use the original payment method unless you agree otherwise.

When you cancel your whole order under that right, we also refund the least expensive standard outbound delivery charge we offered. The extra cost of an optional premium delivery upgrade is not refundable under the change-of-mind rules. For a partial return or a return under our additional policy, we will explain the refund calculation before processing it.

If you need a different size or product, contact us. Returning the original item and placing a separate new order is usually the simplest route.

Our warehouse return address

Use this address for warehouse returns once you have checked the return instructions. Manufacturer-direct returns may use a different address.