Returns Policy

            We are committed to ensuring your satisfaction with every purchase. However, we understand that there may be instances where you need to return an item. Therefore, we have outlined our return policy to make the process as smooth and transparent as possible.


Return Policy:

Our return policy extends for a period of 20 days from the date of purchase. Should 20 days elapse since your purchase, we regret to inform you that we cannot offer a refund or exchange.

To qualify for a return, the item must be unopened, unused, and in the same condition as when you received it. It must also be in its original packaging.

Certain categories of goods are exempt from being returned. We are unable to accept returns for usable or sanitary goods, hazardous materials, or specific disposable care items.

To complete your return, we require a receipt or proof of purchase.

Please DO NOT return the purchase without initiating the return process.

Partial refunds may be granted under specific circumstances (if applicable):

* Items returned not in their original condition, damaged, or missing parts for reasons not attributable to our error.

* Items returned beyond 20 days after purchase.

How to Initiate a Return:

To start a return, kindly reach out to our customer service team via email at to request a return authorization. Our team will furnish you with detailed instructions and offer assistance throughout the return procedure.


Once we receive your return and conduct an inspection, we will send you an email to confirm the receipt of your returned item. Following this, we will inform you whether your refund has been approved or rejected.

If your refund is approved, it will be processed, and the credit will be automatically applied to your original method of payment, such as your credit card, within a specified timeframe.

Delayed or Missing Refunds:

All refunds are handled via our standard return process, and confirmation receipts are issued via email for verification purposes. If you have not yet received your refund, we recommend contacting your bank or Credit Card Company.

Refund processing times may vary and could take some time before the credit is officially reflected in your account.

Sale/Seasonal Offer Items:

Refunds are exclusively applicable to items sold at regular prices; regrettably, items purchased during sales or seasonal offers cannot be refunded.


Regrettably, our company does not offer an exchange policy.

Gift Returns:

If the item was designated as a gift upon purchase and was either shipped directly to you or to the gift giver (buyer) for later presentation, the return process must be initiated by the buyer within the specified period.

Shipping for Return Items:

When returning items, please follow these shipping guidelines:

Please send your product to: Returns, TBM Trading Limited, 15 Pratchett Court, 2 Raven Close, Watford, Hertfordshire, WD18 7DB, United Kingdom.

You are responsible for covering the shipping costs for returning your item, as shipping costs are non-refundable. In the event of a refund, the original shipping cost will be deducted.

For items valued over £50, it is advisable to use a trackable shipping service or purchase shipping insurance. Please note that we cannot guarantee the receipt of your returned item.

Customer Satisfaction:

Your satisfaction is our priority, and we strive to resolve any issues promptly and fairly. If you have any questions or concerns regarding our return policy, please don't hesitate to contact our customer service team.


TBM reserves the right to amend this return policy at any time without prior notice. Any changes will be effective immediately upon posting on our website.

We appreciate your understanding and cooperation in adhering to our return policy. Thank you for choosing TBM for your Incontinence care.