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Terms of service

TERMS AND CONDITIONS

Last updated: 18 August 2026

These Terms and Conditions apply to your use of this website and to purchases made from THE SUPPORT COMPANY through this website.

Please read these Terms and Conditions carefully before using our website or placing an order.

By using our website or purchasing a product from us, you agree to these Terms and Conditions together with any other policies referred to on our website, including our Privacy Policy, Shipping Policy and Returns Policy.

1. ABOUT US

This website is operated by THE SUPPORT COMPANY.

Throughout these Terms, references to "we", "us" and "our" mean THE SUPPORT COMPANY. References to "you" and "your" mean the person accessing our website or purchasing products from us.

Our online store is hosted by Shopify Inc., which provides the ecommerce platform that enables us to sell our products online.

If you have any questions about these Terms or an order, please contact:

Email: sales@thesupportcompany-uk.com

2. OUR PRODUCTS

We specialise in Flat Pad Supports designed to provide support for people with a reducible inguinal hernia.

Product descriptions, photographs, measurements, sizing information and other information provided on our website are intended to help you select and use our products appropriately.

We make reasonable efforts to ensure that product information is accurate. However, colours and appearance may vary slightly depending on your screen or device, and minor variations may occur between products.

We may change product specifications, availability, packaging or pricing from time to time.

Nothing on our website constitutes a guarantee that a product will be suitable for every individual.

3. MEDICAL INFORMATION AND APPROPRIATE USE

Our products are support garments. Information provided on our website is for general informational purposes and is not intended to replace individual medical advice, diagnosis or treatment from an appropriately qualified healthcare professional.

You should seek appropriate medical advice regarding your hernia and your individual circumstances.

Our products are not represented as curing, repairing or eliminating a hernia.

Individual experiences with a support garment can vary according to factors including anatomy, hernia type, positioning, sizing, fit and individual circumstances.

If you experience unexpected or significant pain, discomfort, worsening symptoms or other concerning symptoms, you should stop using the product and seek appropriate medical advice.

If a product is faulty, unsafe, damaged or not as described, please contact us and we will work with you to resolve the issue.

4. PRODUCT SIZING

Correct sizing is important to the fit and performance of a Flat Pad Support.

Please follow the measurement and sizing instructions provided on our website before ordering.

We recommend taking your measurements specifically for the product rather than relying solely on your usual clothing size.

If you are unsure which size to order, please contact us before placing your order and we will be happy to provide sizing guidance.

Sizing guidance is provided to help you select a product, but individual fit may vary.

5. ORDERS

When you place an order through our website, you are offering to purchase the products in your order subject to these Terms.

After placing an order, you will normally receive an order acknowledgement or confirmation by email.

We reserve the right to decline or cancel an order where there is a reasonable reason to do so, including where:

  • a product is unavailable;

  • there is an obvious pricing or product-description error;

  • we are unable to obtain authorisation for payment;

  • we cannot deliver to the address supplied;

  • we reasonably suspect fraud or unauthorised activity; or

  • the order breaches these Terms.

If we cancel an order after payment has been taken, we will refund the relevant amount.

6. PRICES AND PAYMENT

Prices displayed on our website are shown in the applicable currency presented to you through our store.

Delivery charges, where applicable, will be displayed during checkout before you complete your purchase.

For international orders, customs duties, import taxes or other local charges may apply depending on the destination country. Unless we expressly state otherwise at checkout, these charges are the responsibility of the recipient.

Payment must be made using one of the payment methods available at checkout.

We take reasonable care to ensure prices are accurate. If we discover an obvious pricing error after an order has been placed, we may contact you to correct the order or cancel it and issue a refund.

7. DELIVERY

We deliver to the destinations shown as available during checkout.

Delivery estimates are provided in good faith but are estimates unless we expressly agree otherwise.

International delivery times can be affected by customs clearance, local postal services and other circumstances outside our reasonable control.

Please ensure that your delivery address is complete and accurate when placing your order.

If an order is returned to us because an incorrect or incomplete address was supplied, additional delivery charges may apply before the order can be resent.

If you experience a problem with your delivery, please contact us and we will work with you to resolve it.

8. TRYING YOUR FLAT PAD SUPPORT

We understand that correct sizing and positioning are important and that you may need to try your Flat Pad Support to determine whether the fit is appropriate.

Because the Flat Pad Support is a personal garment designed to be worn on or close to an intimate area of the body, we ask that you take reasonable care of it when assessing the fit.

If the support does not fit correctly, please contact us as soon as possible rather than continuing to wear it.

We can help you assess whether another size may provide a better fit.

9. SIZE EXCHANGES

If your Flat Pad Support does not provide the correct fit, please contact us at:

sales@thesupportcompany-uk.com

Where appropriate, we can arrange an exchange for another size.

Please contact us before returning the product so that we can discuss the sizing issue, help identify a potentially more suitable size and provide return instructions.

When returning a product for a size exchange, please take reasonable care of it.

We may refuse a size exchange where a returned product has been:

  • excessively worn beyond what is reasonably necessary to assess fit;

  • damaged;

  • washed or altered;

  • heavily soiled or stained; or

  • otherwise returned in an unsuitable condition.

Our aim is to help you find the most appropriate size wherever possible.

10. IF THE SUPPORT DOES NOT FEEL RIGHT

A support not providing the expected fit does not necessarily mean that the product is faulty.

In many cases, a different size, adjustment or positioning may provide a more suitable fit.

If you believe your support is not fitting or supporting you correctly, please contact us. We will work with you to understand the issue and, where appropriate, arrange an exchange for another size.

We do not guarantee that the product will achieve a particular personal or medical outcome for every customer.

If you believe the product itself is faulty, damaged or not as described, please contact us and we will work with you to resolve the issue.

11. CANCELLATIONS AND RETURNS

If you wish to cancel or return an order, please contact us as soon as possible at:

sales@thesupportcompany-uk.com

Please contact us before returning any product so that we can provide the appropriate return instructions.

You are responsible for taking reasonable care of products while they are in your possession.

Products returned to us should be in a clean and reasonable condition.

If a product has been excessively worn, damaged, washed, altered, heavily soiled or stained, this may affect whether we are able to accept the return or provide a full refund.

You will be responsible for the direct cost of returning a product unless the product is faulty, damaged or incorrect.

For international returns, customers are responsible for return postage and any customs or import charges associated with the return. Please contact us before sending an international return so that we can provide appropriate instructions.

12. FAULTY, DAMAGED OR INCORRECT PRODUCTS

We want you to receive a product that is of satisfactory quality and as described.

If you believe your product is faulty, damaged, incorrect or not as described, please contact us as soon as possible at:

sales@thesupportcompany-uk.com

Please provide:

  • your name;

  • your order number;

  • a description of the problem; and

  • photographs where helpful in identifying the issue.

We will review the problem and work with you to provide an appropriate solution.

Depending on the circumstances, this may include a refund, replacement or exchange.

13. REFUNDS

Where we agree that a refund is appropriate, it will normally be made using the same payment method used for the original purchase.

If you receive a faulty, damaged or incorrect product, please contact us so that we can review the issue and arrange the appropriate resolution.

If your support simply does not provide the correct fit, we will normally work with you to find a more suitable size and arrange a size exchange rather than a refund.

Refund processing times may vary depending on your bank, card issuer or payment provider.

14. RETURN POSTAGE

Please contact us before returning a product.  so that we can provide the correct return instructions. For international returns, customers are responsible for return postage and any customs or import charges associated with the return. Please contact us before sending an international return so that we can provide appropriate instructions.

We recommend obtaining proof of postage when returning a product.

The cost of postage will be the customer's responsibility.

15. INTERNATIONAL CUSTOMERS

We sell products to customers in multiple countries.

International delivery times, customs procedures and import charges vary by destination.

Customers may be responsible for customs duties, import taxes or other charges applied within their country unless our checkout specifically states that these costs are included.

For international returns, please contact us before sending the product back so that we can provide the appropriate return instructions.

16. PRODUCT AVAILABILITY

All products are subject to availability.

We may withdraw, replace or modify products without notice.

If a product becomes unavailable after you place an order, we will contact you and, where we cannot fulfil the order, refund the relevant amount.

17. PROMOTIONS AND DISCOUNT CODES

From time to time we may offer promotional discounts, offers or discount codes.

Unless otherwise stated:

  • promotional codes cannot be exchanged for cash;

  • only one promotional code may be used per order;

  • promotions may have an expiry date;

  • promotions may be limited to certain products, countries or customers; and

  • promotions may be withdrawn or amended where reasonably necessary.

Any specific conditions displayed with a promotion will also apply.

18. WEBSITE INFORMATION

We take reasonable care to keep information on our website accurate and current.

However, website content may occasionally contain typographical errors, inaccuracies or omissions relating to product descriptions, pricing, availability, delivery information or other matters.

We may correct errors and update website information where necessary.

If you believe you have received a product that does not match its description, please contact us and we will work with you to resolve the issue.

19. CUSTOMER REVIEWS AND CONTENT

Where you submit a review, testimonial, photograph, comment or other content to us or through our website, you confirm that you have the right to submit that content.

You must not knowingly submit content that is:

  • false or misleading;

  • defamatory;

  • abusive or threatening;

  • infringing of another person's intellectual property or privacy rights; or

  • malicious or technically harmful.

Where you expressly provide content to us for publication, you give us permission to use, reproduce and display that content for reasonable business and marketing purposes, while respecting your privacy and our Privacy Policy.

We reserve the right to moderate or remove content where reasonably necessary.

20. INTELLECTUAL PROPERTY

Unless otherwise stated, the content of this website, including text, photographs, graphics, product information, branding, logos and website design, belongs to or is licensed to THE SUPPORT COMPANY.

You may view and use our website for your personal, non-commercial use.

You may not reproduce, distribute, commercially exploit or substantially copy our website content without our prior written permission.

21. THIRD-PARTY LINKS AND SERVICES

Our website may contain links to third-party websites, services or resources.

We do not control third-party websites and are not responsible for their content, availability or practices.

Your use of a third-party website may be subject to that third party's own terms and privacy policies.

Our website may also use third-party services, including payment providers, delivery providers and Shopify services, to process and fulfil orders.

22. PERSONAL INFORMATION AND PRIVACY

We handle personal information in accordance with our Privacy Policy.

Please review our Privacy Policy for information about how we collect, use, store and protect personal information.

Payment information may also be processed by Shopify and/or the payment provider selected during checkout in accordance with their privacy and security practices.

23. CHANGES TO THESE TERMS

We may update these Terms and Conditions from time to time to reflect changes to our business, website, products or services.

The version applying to your purchase will normally be the version available when your order was placed.

The current version will be published on this website together with its last-updated date.

24. CONTACT US

If you have questions about these Terms, your order, a size exchange, return or refund, please contact us.

Email: sales@thesupportcompany-uk.com

When contacting us about an existing order, please include your order number so that we can assist you as quickly as possible.