Last updated: 11 August 2026

This policy applies to products purchased directly from 5ridge.co.uk. It explains how to cancel an order, request a return or exchange, and obtain a refund. Nothing in this policy limits your statutory consumer rights.

Return summary

  • Return request period: Tell us within 14 calendar days after receiving your order if you wish to cancel or return an eligible item.
  • Time to send the item back: You then have a further 14 calendar days to return it.
  • Return method: By post only. We do not accept in-store returns.
  • Item condition: Change-of-mind returns must be unused, undamaged and in a resaleable condition. Mouthguards must remain unopened with the hygiene seal intact.
  • Return postage: Customers pay return postage for change-of-mind returns. 5RIDGE pays reasonable return costs when an item is faulty, damaged on arrival, incorrect or not as described.
  • Restocking fee: None.
  • Refund method: Refunds are made to the original payment method.
  • Refund timing: We normally process an approved refund within 5 working days after receiving the returned item and, in all cases, within the period required by law. Most refunds appear within 10 calendar days, although your bank or payment provider may require additional processing time.

How to request a return

Email info@5ridge.co.uk before sending an item. Please include:

  • Your name
  • Your order number
  • The product you wish to return
  • The reason for the return
  • Photographs if the item is damaged, faulty or incorrect

We will reply with the return instructions and postal return address. Please do not send a return to our registered office unless we specifically instruct you to do so.

Use suitable protective packaging and keep proof of postage. We recommend a tracked postal service because the item remains your responsibility until it reaches us. Do not send a cash-on-delivery return.

Change-of-mind returns

For most online purchases, you may cancel without giving a reason by notifying us within 14 calendar days after the goods are delivered. After notifying us, you have a further 14 calendar days to send the goods back.

To receive a full product refund, the item should be unused, undamaged and handled only as much as reasonably necessary to inspect it. Please return all parts, accessories and, where reasonably possible, the original packaging. We may make a lawful deduction if handling beyond what is reasonably necessary has reduced the item's value.

Sale and discounted products have the same statutory return rights as full-price products.

Mouthguards and hygiene-sealed products

Mouthguards are personal-use oral products. For health and hygiene reasons, a mouthguard may be returned for a change of mind only while it is unopened, unused and its hygiene seal remains intact.

We cannot accept a change-of-mind return if a mouthguard's hygiene seal has been broken or if the mouthguard has been opened, placed in the mouth, boiled, moulded, trimmed, chewed or otherwise used.

This hygiene exception does not remove your legal rights if the mouthguard is faulty, damaged on arrival, incorrect or not as described. Contact us before returning it so that we can provide safe return or disposal instructions.

Faulty, damaged, incorrect or misdescribed products

Products must be of satisfactory quality, fit for their intended purpose and as described. If you receive a product that is faulty, damaged on arrival, incorrect or not as described, contact us as soon as reasonably possible at info@5ridge.co.uk.

Depending on the circumstances and your legal rights, we will offer an appropriate refund, repair or replacement. Where a return is required because of our error or a qualifying fault, we will provide a prepaid return method or reimburse reasonable return postage. Please keep your postage receipt.

Damage caused by misuse, accidental damage, normal wear and tear, incorrect fitting, failure to follow the product instructions or an unauthorised alteration is not treated as a manufacturing fault. This does not affect any rights you may have where the product itself was faulty.

Return postage and original delivery charges

  • Change of mind: You are responsible for the direct cost of returning the item. The cost depends on the parcel size, weight and postal service you choose.
  • Faulty, damaged, incorrect or misdescribed item: 5RIDGE will pay or reimburse reasonable return postage when the return qualifies.
  • Standard outbound delivery: If you cancel and return your entire eligible order under your statutory cancellation right, we will refund the basic standard delivery charge you paid.
  • Premium delivery: If you chose a delivery method more expensive than our least-expensive standard service, the additional premium amount is not refundable unless the goods were faulty, damaged, incorrect or not as described.
  • Partial return: The original delivery charge is not normally refunded when only part of an order is returned, unless required by law.

We do not charge a restocking or return-administration fee.

Refunds

We will inspect the return and email you when the refund has been approved or if we need further information.

An approved refund will be sent to the original payment method. We normally process it within 5 working days after receiving the returned goods and, in all cases, within 14 calendar days after receiving the goods back or receiving acceptable evidence that they were sent back, where applicable.

Most refunds appear within 10 calendar days, but the exact time depends on your bank or payment provider. If you have not received the refund after receiving our confirmation, contact your bank first and then email us.

Exchanges

We accept exchange requests for eligible unused items when you notify us within 14 calendar days after delivery. Exchanges depend on stock availability and the return conditions in this policy. Mouthguards can be exchanged only if they are unopened, unused and the hygiene seal is intact, unless the product is faulty or incorrect.

For a change-of-mind exchange, you pay the return postage. Once the returned item is inspected and approved, we will send one replacement using our standard UK delivery service without an additional delivery charge. Any product price difference must be paid or will be refunded before the replacement is dispatched.

If the requested replacement is unavailable, we will issue a refund instead. For the fastest service, you may return the eligible item for a refund and place a new order separately.

Order cancellations

To cancel an order before dispatch, email info@5ridge.co.uk as soon as possible with your order number. We will try to stop the order, but we cannot guarantee cancellation once processing or dispatch has begun.

If the order has already been dispatched, you may use the return process above. If we cannot fulfil an order, we will notify you and refund the affected amount to the original payment method.

Marketplace purchases

This policy applies only to purchases made directly on 5ridge.co.uk. If you purchased a 5RIDGE product through Amazon or another marketplace, request the return through that marketplace account and follow the policy shown with that order.

Proof of purchase

We may request reasonable proof that the product was purchased from 5ridge.co.uk, such as an order confirmation, order number or payment record.

Contact us

5RIDGE is operated by Fifthridge Ltd
Company number: 12720149
Registered office: Suite 1MZ, International House, 12 Constance Street, London, United Kingdom, E16 2DQ
Email: info@5ridge.co.uk
Telephone: +44 7476 726675

Customer service aims to respond within 1–2 working days.

Model cancellation form

You may use the form below, but it is not compulsory. You may instead email any clear statement that you wish to cancel.

To: Fifthridge Ltd, email: info@5ridge.co.uk

I hereby give notice that I cancel my contract for the sale of the following goods:

Goods: ______________________________

Order number: _______________________

Ordered on / received on: _____________

Customer name: ______________________

Customer address: ____________________

Signature (only if submitted on paper): _____________

Date: _______________________________