Terms and Conditions

Last updated: 5 September 2026

Comfaine is the trading name of Comfaine LTD. These are the terms on which we sell to you through comfaine.com. Placing an order means you accept them, together with our Delivery Policy, Returns & Refunds Policy, Payment Policy and Privacy Policy, which form part of the agreement between us. Where a summary here differs from one of those policies, the policy governs.

Your statutory rights as a consumer aren't affected by anything on this page. Where we promise more than the law requires, that sits on top of your rights, never instead of them.

The terms are in four parts: buying from us, your rights, using the website, and the legal points. If anything is unclear, email support@comfaine.com and we'll explain it plainly.

Part 1: Buying from us

1. Who you're buying from

The shop runs on Shopify, which provides the platform and the checkout. Your contract for any purchase is with Comfaine LTD alone; Shopify is not a party to it.

2. Who can order

You must be 18 or over to place an order yourself; if you're younger, a parent or guardian needs to order for you. Guest checkout is available, and an account is optional. If you open one, keep the password private and tell us straight away if you think someone else has used it; what's done through your account is your responsibility.

Give us accurate delivery and contact details and keep them current. We sell to consumers for personal use, and we may decline or limit orders that appear to be for resale, including repeated orders to the same address or on the same card.

3. Prices, VAT and import charges

Prices are in pounds sterling and include VAT at 20%. The price on the product page is the price at checkout; nothing is added at the end. Delivery is free on every order. If your order is dispatched from a fulfilment centre outside the United Kingdom, all import VAT and customs duties are paid by us; nothing is collected on delivery and you won't receive a customs charge.

The price that applies is the one shown when you place the order and in your confirmation email. Later price changes don't affect accepted orders. Obvious pricing errors, such as a missing digit, don't bind us; if one affects your order, we'll contact you and you can proceed at the correct price or cancel that item for a full refund.

4. Promotions and discount codes

Discount codes are entered at checkout and can't be applied afterwards. One code per order unless the promotion says otherwise; codes have no cash value. A promotion runs for the period and on the conditions stated with it. Returning an item bought at a discount gets you back what you actually paid, and sale items can be returned on the same terms as anything else.

5. When your order becomes a contract

Listing a product on the site is an invitation to order, not a binding offer. When you complete checkout, you make an offer to buy. The automated email you receive afterwards confirms your order has arrived; it isn't an acceptance. The contract is formed when we confirm dispatch.

Until then we may decline an order if the item is out of stock, payment can't be authorised, a pricing or description error has occurred, the delivery details don't work, or we have reasonable grounds to suspect fraud. If we've taken payment and decline, the full amount comes back to you. No confirmation within a couple of hours? Check your spam folder before contacting us.

6. Payment

Payment is taken when you place the order, using any of the methods shown at checkout; they're listed in our Payment Policy. Card details go directly to our payment providers and never touch our systems, and we'll never ask you to send card details by email. By paying, you confirm you're entitled to use that payment method. Orders may go through reasonable fraud checks, and a declined or reversed payment may result in cancellation.

7. Delivery

Processing and transit times are in our Delivery Policy. They're estimates based on normal operations, not guaranteed dates; couriers, weather and customs processing are outside our control, though we'll chase a stalled parcel on your behalf.

Risk passes to you on delivery to the address you gave us, not when the parcel is handed to a courier. Anything damaged or lost in transit is ours to resolve, and we open the investigation with the courier. Under the Consumer Rights Act 2015 we must deliver within 30 days of your order unless we've agreed a different date; if we can't, we'll tell you and you can wait for a new date or cancel for a full refund. If a parcel comes back because the address you gave was wrong or incomplete, you choose redelivery or a full refund.

Part 2: Your rights

8. Changing your mind

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you can cancel for any reason within 14 days of receiving the goods. We extend that to 30 days, sale items included.

To cancel, email support@comfaine.com with your order number, or use the form in section 10. We reply within one working day with a return reference and the return address, which is not our Gateshead business address. Post the goods back within 14 days of telling us, tracked. Return postage is at your expense when you've changed your mind; there's no restocking fee. Your refund of the full amount follows within 7 working days of the goods reaching us, and in any event within the 14 days the law allows.

Because our garments are worn next to the skin, try them on over your own underwear with the hygiene strip and tags in place. The right to cancel doesn't apply to hygiene-sealed items once the seal is broken, unless the item is faulty; which items carry a seal is stated on the product page. Where handling goes beyond what's needed to try an item on and reduces its value, we may make a proportionate deduction. Full detail is in our Returns & Refunds Policy.

You can also cancel free of charge at any time before dispatch.

9. If something's wrong with it

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Where they aren't, you can reject them for a full refund within 30 days of delivery. After that, and for up to six years, you can ask for a repair or replacement, and where that fails or isn't possible, a price reduction or a final right to reject. In the first six months it's presumed the fault was present at delivery unless we show otherwise.

Email us with your order number and photographs. You choose a replacement or a full refund, we cover the return postage, and any manufacturer's guarantee sits on top of these rights.

10. Model cancellation form

Complete this only if you wish to exercise your statutory right to cancel. An email works just as well.

To: Comfaine LTD, St Michael's Way, Metrocentre, Gateshead NE11 9YG, United Kingdom, support@comfaine.com

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

Ordered on: ______________

Received on: ______________

Order number: ______________

Consumer's name: ______________________

Consumer's address: ______________________

Signature: ______________________ (only if sent on paper)

Date: ______________

11. Product information and sizing

We take reasonable care to describe garments accurately: composition, compression level, edge construction, care instructions and a size guide on each product page. Screens render colour differently, and measurements in size guides are approximate. If you're unsure about a size, ask before you order and we'll advise from the garment's measurements. Range, prices and availability can change without notice, and we may withdraw a product or limit quantities.

12. Our products are not medical devices

Nothing we sell is intended to diagnose, treat, cure or prevent any condition, and nothing on this site is medical advice. Compression level, support and fabric weight are design characteristics described so you can judge what suits you, not clinical claims. If you have a medical condition, are recovering from surgery, or have been advised to wear compression for a health reason, follow the advice of a qualified healthcare professional over anything on this site.

Part 3: Using the website

13. Content and intellectual property

The Comfaine name, logo, site design, product photography, graphics and written content are ours or licensed to us and protected by copyright and trade mark law. Personal, non-commercial use of the site is fine; copying substantial content, republishing, modifying or selling it, or presenting our branding as your own, requires our written agreement.

14. Reviews and content you send us

What you submit stays yours. Sending us a review, photograph, suggestion or comment grants us a non-exclusive, royalty-free, perpetual licence to use, edit, translate and publish it in any channel for our business purposes. It must be your own or shared with permission, based on your genuine experience, and free of anything unlawful, defamatory, abusive or malicious. Don't use a false email address or misrepresent where a submission came from. We may decline to publish, or remove, content that breaches these terms, and we're under no obligation to keep submissions confidential, pay for them or reply.

15. Acceptable use

Use the site only for lawful purposes. Don't use it fraudulently, to infringe anyone's rights, to submit false information, to introduce malware, to collect or misuse other people's personal data, to send spam, to scrape or crawl without permission, or to interfere with its security or operation. Automated tools acting on someone's behalf may use the site only if they identify themselves as automated and don't bypass technical safeguards. Where we reasonably believe these terms have been seriously breached, we may restrict or withdraw access; orders already accepted will still be fulfilled.

16. Links to other sites, and availability

The site may link to websites and services run by others. We don't control them and aren't responsible for their content, security or practices; complaints about a third party's products or services go to that party. We work to keep the site running but can't promise uninterrupted access, and we may modify, suspend or discontinue any part of it where there's good reason. None of this affects an order we've already accepted.

17. Your information

Personal information is handled under our Privacy Policy, in line with UK GDPR and the Data Protection Act 2018. Non-essential cookies are set only with your consent, which you can withdraw at any time.

Part 4: The legal points

18. Liability

Nothing in these terms excludes or limits our liability where the law doesn't allow it: death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, breach of your rights under the Consumer Rights Act 2015, and anything else that can't lawfully be excluded.

If we fail to comply with these terms, we're responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill. We aren't responsible for loss that isn't foreseeable, or for business losses, where that exclusion is lawful. Our total liability on any order is limited to the amount you paid for it.

19. Indemnity

So far as the law permits, if your material breach of these terms, your unlawful use of the site, or your infringement of someone else's rights leads to a claim against Comfaine LTD, you agree to cover our reasonable costs of dealing with it. We'll tell you about any such claim and give you the opportunity to respond before settling.

20. Events outside anyone's control

Severe weather, transport disruption, industrial action, major technical failures and government action occasionally affect orders. Where one materially affects an order we've accepted, we'll do what we reasonably can to limit the impact and keep you informed. Your statutory rights concerning late or failed delivery are unaffected.

21. Complaints

Contact us first at support@comfaine.com. We reply within one working day and aim to resolve complaints within 14 days. If that doesn't resolve matters, you may be able to refer the complaint to an alternative dispute resolution provider. We're not currently a member of an ADR scheme, which doesn't affect your right to go to court or to get free advice from Citizens Advice (citizensadvice.org.uk, 0808 223 1133).

22. Changes, assignment and severability

We may revise these terms where there's reasonable cause, for example when the law or the shop changes. The current version always sits on this page with the date above, and revisions never apply to orders we've already accepted. We may transfer our rights and obligations to another organisation provided your rights aren't affected; you may not transfer yours without our agreement. If any provision is unenforceable, the rest continue in force, and not enforcing something immediately doesn't waive our right to enforce it later. These terms and the policies they reference are the whole agreement between us.

23. Governing law

These terms and any contract formed through the site are governed by the law of England and Wales, and disputes may be brought before the courts of England and Wales. If you live in Scotland or Northern Ireland, you may bring proceedings in the courts of your own country. Nothing here restricts the mandatory consumer protection available to you under UK law.

24. Contact

Comfaine LTD St Michael's Way, Metrocentre, Gateshead NE11 9YG, United Kingdom support@comfaine.com · +44 191 493 0200 Monday to Friday, 9:00 am–9:00 pm UK time · Replies within one working day