FAQ
Find answers to common questions about our wellness devices, policies, and services.
💎 Pricing and Policies
What warranty do you offer? +
All our devices include:
- Manufacturer warranty: 12 months covering defects in materials and workmanship
- Return period: 30 days from delivery date for unused items in original packaging
The warranty does not cover normal wear and tear, accidents, misuse, or unauthorized repairs. Please refer to our Refund Policy page for complete terms and conditions.
What is your return policy? +
We offer a 30-day satisfaction guarantee. You may return unused items in original packaging within 30 days of delivery. To initiate a return:
- Contact us at contact@mastrek.com
- Provide your order number and reason for return
- Return items to: 128 City Road London England EC1V 2 NX United Kingdom
- Refunds processed within 7-10 business days after approval
Items must be unworn, unused, and in resalable condition. See our full Refund Policy for exclusions and conditions.
Do you offer price matching? +
We regularly review our pricing to remain competitive. For questions about pricing or current promotions, please contact our customer service team at contact@mastrek.com.
🔬 Product Information
What certifications do your devices have? +
Our devices comply with applicable UK and EU safety standards:
- CE marking: Indicates conformity with EU health, safety, and environmental protection standards
- Electrical safety: Tested to relevant electrical safety standards
- RoHS compliance: Restriction of hazardous substances
Specific certifications vary by product. Check individual product pages for details.
How should I use these devices? +
Each device includes:
- Detailed user manual with instructions
- Safety guidelines and precautions
- Recommended usage duration and frequency
- Maintenance and cleaning instructions
Always read the complete user manual before first use and follow all safety instructions.
Are there any usage restrictions? +
These devices are intended for general wellness purposes. Do not use if you:
- Are pregnant or breastfeeding
- Have a pacemaker or other implanted electronic device
- Have thrombosis, phlebitis, or blood clotting disorders
- Have open wounds, skin infections, or acute inflammation in the treatment area
- Have recently undergone surgery in the treatment area
These devices are not intended to diagnose, treat, cure, or prevent any disease.
What is the expected lifespan of the devices? +
Product lifespan depends on usage frequency and maintenance. Our devices are designed for regular home use and include a 12-month manufacturer warranty. Proper care and maintenance as described in the user manual will help extend product life.
🛡️ Safety Information
Are these devices safe for home use? +
Our devices are designed for home use and include safety features such as:
- Automatic shut-off timers
- Overheat protection
- Adjustable intensity settings
Always follow the safety instructions in the user manual. Keep devices away from water unless specified as water-resistant. Do not use damaged devices.
What should I do if I experience discomfort? +
If you experience pain, discomfort, or any adverse reaction:
- Stop using the device immediately
- Consult your healthcare provider if symptoms persist
- Contact our customer service at contact@mastrek.com for product-related questions
Start with lower intensity settings and shorter durations when first using a device.
How do I maintain and clean the devices? +
Maintenance requirements vary by product. General guidelines:
- Unplug device before cleaning
- Wipe surfaces with a soft, slightly damp cloth
- Do not immerse in water unless specified
- Store in a cool, dry place
- Check cords and connections regularly for damage
Refer to your product's user manual for specific cleaning and maintenance instructions.
📦 Shipping and Delivery
Where do you ship? +
We currently only shipping to customers in United Kingdom.
What are your shipping costs and delivery times? +
Shipping options:
- Free Standard Shipping : 6-12 business days (Monday-Saturday) - Free
- Express Shipping : 4-7 business days (Monday-Saturday) - £3.99
Processing time is 1-2 business days before shipment. Delivery times are estimates and may vary. You will receive tracking information via email within 24-48 hours once your order ships.
Can I track my order? +
Yes. Once your order ships, you will receive an email with:
- Shipping confirmation
- Tracking number
- Link to track your delivery
Tracking information is typically provided within 24-48 hours of shipment.
What if my order arrives damaged? +
If your order arrives damaged:
- Inspect the package upon delivery if possible
- Take photos of the damage (packaging and product)
- Contact us at contact@mastrek.com as soon as possible
- Provide your order number and photos
We will arrange for a replacement or refund according to our Refund Policy.
Do you ship internationally? +
We currently only ship within the United Kingdom. International shipping is not available at this time.
💬 Customer Service
How can I contact customer service? +
Contact our customer service team:
- Email: contact@mastrek.com
- Phone: +44 7458 149996
- Hours: Monday to Saturday, 9:00 AM - 6:00 PM GMT
For order-related inquiries, please have your order number ready.
What is your response time? +
We aim to respond to all customer inquiries as quickly as possible during our business hours (Monday to Friday, 9:00 AM - 6:00 PM GMT). Most inquiries are answered within one business day.
What if I need technical support? +
For technical assistance:
- Consult the user manual included with your device
- Contact our customer service team at contact@mastrek.com with your product model and issue description
- Provide photos or videos if helpful to explain the issue
Our team will help troubleshoot or arrange warranty service if applicable.
🎯 Product Selection
How do I choose the right device? +
Consider the following when selecting a device:
- Target area: Different devices are designed for specific body areas (neck, back, legs, feet, etc.)
- Features: Review product specifications for available functions (heat, massage modes, intensity levels)
- Usage: Consider how often and where you plan to use the device
Read product descriptions and specifications carefully. Contact us at contact@mastrek.com if you need help selecting a product.
Can I use multiple devices together? +
Our devices are designed to be used individually. If you wish to use multiple devices in your wellness routine, space out usage sessions and follow the recommended usage guidelines for each device. Consult your healthcare provider if you have questions about combining therapies.
What's the difference between your product ranges? +
Product ranges differ in:
- Number of available programmes and settings
- Power and intensity levels
- Additional features (heat function, LED display, remote control, etc.)
- Materials and build quality
- Price point
Compare product specifications on individual product pages to find the best fit for your needs and budget.
💳 Payment and Pricing
What payment methods do you accept? +
We accept major credit and debit cards. Available payment methods are displayed at checkout.
Are prices inclusive of VAT? +
Yes, all prices displayed on our website include UK VAT at the applicable rate.
Do you offer discounts or promotions? +
We occasionally offer promotions and discounts. Sign up for our newsletter or check our website for current offers. Discount codes, when available, can be applied at checkout.
