Returns & Refunds

Our Returns & Refunds policy applies to purchases made through the 3131 Massage online shop.

If you receive an item that is faulty, please contact us within 7 days of delivery so we can review the issue and assist you.

For faulty items, we will arrange a replacement where replacement stock is available. If we are unable to provide a replacement because the item is out of stock, we will offer a refund instead.

Looking for our products? Visit the online shop to browse the current range of massage and self-care products.

Return Eligibility

We accept returns only for items that are faulty.

If you believe you have received a faulty item, please contact us within 7 days of delivery and provide your order number and a description of the issue. We may ask you to provide photos or other information to help us assess the fault.

Please do not return the item before contacting us and receiving return instructions from our team.

Returns We Don’t Accept

We do not accept returns or offer refunds for change of mind or incorrect orders.

This includes situations where you:

  • Change your mind after placing an order

  • Order the wrong item, size, colour or quantity

  • No longer want the item after receiving it

Please check the product details and your order carefully before completing your purchase.

How to Request a Return

If you believe you have received a faulty item, please contact us within 7 days of delivery.

When contacting us, please provide:

  • Your name and order reference number

  • The name of the item

  • Email address used at checkout

  • A brief description of the fault

  • Photos of the item, if requested

Our team will review the information and let you know the next steps.

Please do not send the item back before receiving return instructions from us.

Replacement or Refund

If an item is confirmed to be faulty, we will arrange a replacement where replacement stock is available.

If the faulty item is out of stock and a replacement is not available, we will offer a refund instead.

Refunds are processed to the original payment method. We aim to process approved refunds within 3 business days.

Return Shipping

If you receive a faulty item and we ask you to return it, you are responsible for the return postage costs.

Please contact us before returning an item so we can provide return instructions.

We recommend using a tracked delivery service and keeping your postage receipt until your return has been processed.