Current as of Sept 2026

Terms & Conditions

Welcome to Flex4ward, a product of Propelus Ltd. By purchasing or using any Propelus product you agree to the following Terms & Conditions. Please read them carefully before placing an order.

1. Product Description

Flex4ward is a Class I medical device designed to support mobility through a fabric-based, wearable system. As a textile product worn regularly and subject to movement, tension, and washing, Flex4ward has a natural and expected lifespan. Normal wear and tear is not considered a product fault.

2. Ordering

Customers are responsible for ensuring that all order details provided are accurate.

Flex4ward is available in multiple sizes. It is the customer’s responsibility to refer to the sizing chart provided on the website and select the correct size before purchasing.

If you are unsure about sizing, please contact us before placing your order.

3. Pricing & Payment

All prices are listed in GBP (£) and include VAT where applicable.

Payment must be received in full before an order is dispatched.

4. Delivery

We aim to dispatch orders promptly. Delivery times may vary depending on location and Royal Mail or Courier availability.

Risk of loss or damage passes to the customer once the order has been delivered to the address provided at checkout.

5. Your Right to Cancel (14-Day Cooling-Off Period)

5.1 Statutory Cancellation Right

If you are a consumer purchasing Flex4ward for personal use, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel your contract within 14 days of receiving your order, for any reason, without needing to give an explanation. This cancellation right is separate from, and in addition to, your rights in respect of faulty or misdescribed goods (see Section 6, Faulty Goods).

5.2 Hygiene Exemption

Flex4ward is a wearable medical device worn directly against the skin or clothing. For hygiene and safety reasons, once the hygiene seal has been broken, or the garment has been opened, tried on, or used, the statutory cancellation right described at Section 5.1 no longer applies, and the item cannot be returned under that right. This exemption does not affect your separate right to return a faulty item (see Section 6).

To cancel under Section 5.1, the item must be unopened, unused, and the hygiene seal must remain intact.

5.3 How to Cancel

To exercise your statutory cancellation right, you must inform us of your decision to cancel by a clear written statement (for example, by email to hello@propelusltd.com) within 14 days of receiving your order.

5.4 Returning the Goods & Postage Costs

Once you have told us you wish to cancel, you must return the goods to us without undue delay and in any event within 14 days of notifying us of your cancellation. Unless the item is faulty (see Section 6), you are responsible for the cost of returning the goods to us.

5.5 Refunds

Where a cancellation is valid under Section 5.1 – that is the hygiene seal is intact and the item is unused – we will process your refund within 14 days of receiving the returned goods, or, if earlier within 14 days of you providing evidence that the goods have been sent back. Refunds will be made using the same payment method used for the original purchase.

6. Faulty Goods

We accept returns and will provide a replacement or refund if:

  • The product is faulty, or
  • The product does not meet the description provided on our website.

This right is separate from, and unaffected by the statutory cancellation right at Section 5 and the hygiene exemption at Section 5.2.

To request a return for faulty goods:

  • Contact us within 30 days of receiving your order.
  • Provide your order number and a description of the issue. Photos may be requested to help assess the fault.
  • Where a return is accepted as faulty we will cover the cost of return postage.

7. Incorrect Sizing

Returns cannot be accepted where the incorrect size was ordered by the customer. Customers must refer to the sizing chart and ensure they select the correct size before purchasing. If you are unsure about sizing, please contact us before placing your order.

8. Normal Wear & Tear

Flex4ward is a fabric-based product. Over time, regular use will naturally lead to:

  • Stretching
  • Softening
  • Fraying
  • Reduced elasticity

These changes are considered normal wear and tear and are not grounds for a return or refund.

9. Care & Maintenance

To maximise the lifespan of your Flex4ward device follow the care instructions provided with your product. Damage caused by improper care is not considered a product fault.

10. UK Sales Only

Flex4ward products are currently sold and shipped to addresses within the United Kingdom only. This restriction reflects the product’s current UKCA certification status, with CE marking pending. We are unable to accept orders for delivery outside the UK, and by placing an order you confirm that the delivery address provided is within the UK.

11. Liability

Propelus Ltd is not liable for:

  • Misuse of the product
  • Failure to follow instructions
  • Issues arising from incorrect sizing chosen by the customer
  • Normal wear and tear

Nothing in these Terms & Conditions limits your statutory rights under UK consumer law.

12. Complaints & Alternative Dispute Resolution

If you have a complaint, please contact us in the first instance at hello@propelusltd.com and we will do our best to resolve it directly.

We do not currently use an Alternative Dispute Resolution (ADR) provider. If we are unable to resolve your complaint between us, you may wish to contact Citizens Advice or the Competition and Markets Authority for guidance, or pursue the matter through the small claims court.

13. Privacy

We handle your personal data in accordance with our Privacy Policy, available on our website.

14. Governing Law

These Terms & Conditions are governed by the laws of Scotland. Any disputes will be subject to the exclusive jurisdiction of the Scottish courts.

© Propelus Ltd