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Feel Fresh or It's Free

How to make a claim

We’re confident our FeelFresh Technology™* can keep you fresh and dry – if you don’t agree we’ll give you it for free.
 
Here’s how:
 
1. Send us your full name and address, bank details, email address, your original itemised till receipt dated 12.12.2016 to 30.06.2017, the barcode from the original promotional packaging, along with a statement of at least 15 words saying why you didn’t Feel Fresh.
 
2. Envelopes should be addressed to
 
UK:  
 
lbT Feel Fresh MBG, FREEPOST RLTS-KSXS-BZHK, Uckfield, East Sussex, TN22 1QQ
 
Submissions must weigh less than 50g and not exceed 235mm x 120mm in dimension* (UK Only)
 
ROI:
 
RMI Services Dep, AA2566, PO Box 4214, FREEPOST, Dublin 2.
 
Submissions must weigh less than 50g and not exceed 235mm x 120mm in dimension* (ROI only) 
 
Claims must be received by 28.07.2017.
 
3.We’ll send you a refund by bank transfer made out to the name and bank details sent with your claim, to a maximum of £3.59/€5.49 within 28 days of the claim being validated

FAQs - Feel Fresh or it’s Free Promotion

Is the Money Back Guarantee promotion running on all packs of lights by TENA?
 
Yes, the lights by TENA money back guarantee promotion will run on the following lights by TENA products:
 
lights by TENA Light Liners
 
lights by TENA Liners
 
lights by TENA Liner Single Wrapped
 
lights by TENA Long Liner
 
lights by TENA Ultra Towel
 
lights by TENA Liner Duo Pack (48)
 
lights by TENA Liner Duo Pack (40)
 
However the promotion is not available across any other TENA products.
 
Is there an age limit for entry?
 
To enter the money back guarantee promotion you must be 16 years or over.
 
Do I need to buy lights by TENA to enter the money back guarantee promotion?
 
Yes, you will need to buy a participating promotional pack of lights by TENA in order to enter the promotion.
 
Where can I buy a money back guarantee promotional pack?
 
You can buy a promotional pack of lights by TENA in most major retailers, however we cannot guarantee stock levels.
 
How do I claim my money back guarantee?
 
In order to make your claim, should you not be happy, all you need to do is send your full name and address, bank details, email address, your original itemised till receipt dated 12.12.2016 to 30.06.2017, the barcode from the original promotional packaging, along with a statement of at least 15 words saying why you didn’t Feel Fresh. 
 
Envelopes should be addressed to
 
UK:
 
lbT Feel Fresh MBG, FREEPOST RLTS-KSXS-BZHK, Uckfield, East Sussex, TN22 1QQ.
 
Submissions must weigh less than 50g and not exceed 235mm x 120mm in dimension* (UK Only)
 
OR
 
ROI:
 
RMI Services Dep, AA2566, PO Box 4214, FREEPOST, Dublin 2.
 
Submissions must weigh less than 50g and not exceed 235mm x 120mm in dimension* (ROI only) 
 
Claims must be made within 28 days of the product purchase. The last date for claims is 28.07.2017.
 
We’ll send you a refund by bank transfer to the name and bank details sent with your claim, to a maximum of £3.59/€5.49 within 28 days of the claim being validated.
 
*Please remember to cut off the barcode. If you send the full packaging, you risk your claim being rejected
 
What bank details do I need to send with my claim? 
 
To ensure we have all required details to make a bank transfer please send the following:
 
UK:
 
Account Number and Sort Code
ROI:
 
Account Name
Account Number
Sort Code
IBAN (International Banking Account Number)
BIC/Swift
 
Why do you need my details?
 
To claim the money back guarantee you are required to send your full name and address, bank details, email address, your original itemised till receipt dated within the promotional period 12.12.2016 to 30.06.2017, the barcode from the original promotional packaging, along with a statement of at least 15 words, saying why they don’t 100% agree with the Feel Fresh claim. Failure to include any of these will render the claim invalid and we therefore won’t be able to transfer your refund.
 
I have lost the promotional sticker from my money back guarantee pack. Can I still claim my money back?  
 
Yes – you can still claim your money back as you are only required to send the barcode from the original promotional packaging, along with the following:
 
Your full name and address
Bank details
Email address
Original itemised till receipt dated 12.12.2016 – 30.06.2017 and the claim to be within 28 days of purchase
A statement of at least 15 words saying why you don’t feel fresh when using the product
Envelopes should be addressed to  
 
UK:
 
lbT Feel Fresh MBG, FREEPOST RLTS-KSXS-BZHK, Uckfield, East Sussex, TN22 1QQ.
 
Submissions must weigh less than 50g and not exceed 235mm x 120mm in dimension* (UK Only)
 
OR
 
ROI:
 
RMI Services Dep, AA2566, PO Box 4214, FREEPOST, Dublin 2.
 
Submissions must weigh less than 50g and not exceed 235mm x 120mm in dimension* (ROI only)
 
Claims must be made within 28 days of the product purchase. The last date for claims is 28.07.2017. 
 
*Please remember to cut off the barcode. If you send the full packaging, you risk your claim being rejected
 
I purchased the money back guarantee product after the close date, can I still make my claim? 
 
The money back guarantee can only be claimed when you purchase promotional packs of lights by TENA purchased between 12.12.2016 and 30.06.2017.  
 
Unfortunately you cannot claim if you have purchased your promotional pack after 30th June 2017. 
 
I have purchased more than one product from the lights by TENA range, can I make a claim for each product? 
 
No, as per the terms and conditions the claim is restricted to one claim per household.   
 
I’ve made a claim, but haven’t yet received my money back. What can I do? 
 
Once your claim has been validated which usually takes 5 days, you will then receive your refund within 28 days. If it has been over 28 days please contact info@freshorfree.co.uk where the team will be able to assist you further.
 
My claim has been rejected, why?
 
We’re sorry that you have not been successful in claiming your money back guarantee.  
 
You should have been sent a full explanation of why your claim was not successful, but if you require further information please refer to the full promotional terms and conditions.
 
If you require further information, please do contact info@freshorfree.co.uk
 
I’ve lost my receipt, can I still make a claim?
 
No, as stated in the T&Cs you will need your original itemised till receipt dated within the promotional period 12.12.2016 to 30.06.2017, (and claim within 28 days of this purchase), with your full name and address, bank details, email address, the barcode from the original promotional packaging along with a statement of at least 15 words, saying why you don’t 100% agree with the Feel Fresh claim.  
 
Failure to include any of these will render the claim invalid, so unfortunately if you have lost your receipt you will not be able to make a claim. 
 
I’ve lost my original packaging with the barcode, can I still make a claim? 
 
No, as stated in the terms and conditions you will need the barcode from the original packaging with the along with your itemised till receipt dated in the promotional period 12.12.2016 to 30.06.2017, your full name and address, bank details, email address, along with a statement of at least 15 words saying why you don’t 100% agree with the Feel Fresh claim.  
 
Failure to include any of these will render the claim invalid, so unfortunately if you have lost your promotional packaging you will not be able to make a claim. 
 
I can’t think of a 15 word statement as to why I didn’t Feel Fresh, can I claim? 
 
No, as stated in the terms and conditions you will need to provide a 15 word statement as to why you didn’t Feel Fresh, along with your original itemised till receipt dated within the promotional period 12.12.2016 to 30.06.2017 (and claim within 28 days of this purchase), full name and address, bank details, email address, and the barcode from the original promotional packaging.  
 
Failure to include any of these will render the claim invalid, so unfortunately if you don’t include a statement you will not be able to make a claim. 
 
I sent a claim 28 days ago and haven’t had any correspondence since – can you help? 
 
All claims will need to be verified which usually takes 5 days. Following this, successful claims with be paid via bank transfer within 28 days and unsuccessful claims will receive a letter explaining why their claim has not been successful within 28 days. If however after this time you have had no correspondence, please contact the team at info@freshorfree.co.uk where we will be able to assist you further.
 
I think my claim has got lost in the post – can you help? 
 
Please send on your full details to info@freshorfree.co.uk and we will assist you further in trying to locate your claim.
 
As per clause 13 in the terms and conditions, we cannot take responsibility for claims lost, damaged or delayed in the post. 
 
My claim was rejected due to the weight of the letter – can you please help? 
 
In order for claims to be validated, all submissions must weigh less than 50g and not exceed 235mm x 120mm in dimension for both the UK and ROI.
 
Please remember you are required to send the barcode from the original packaging (and not the full promotional pack), along with the following:
 
Your full name and address
Bank details
Email address
Original itemised till receipt dated 12.12.2016 – 30.06.2017 and the claim to be within 28 days of purchase
A statement of at least 15 words saying why you don’t feel fresh when using the product
Please contact info@freshorfree.co.uk if you have any further queries on this matter. 
 
The wrong amount has been transferred into my account – can you please help? 
 
We are sorry to hear you haven’t received the correct refund. Please contact the team at info@freshorfree.co.uk who will be able to assist you further.
 
I don’t want to send my bank details through the post, is there any other way I can make my claim? 
 
In order for us to provide your money back we will require your bank details. If you do not want to send these via post I’m afraid we will not be able to provide you with a refund. 
 
I didn’t Feel Fresh so sent a claim, but I haven’t been offered a refund. Please can you help? 
 
Please contact the team at info@freshorfree.co.uk who will be able to assist you further. 
 
Just as a reminder, all claims are required to include all of the following: 
 
Your full name and address
Bank details
Email address
Original itemised till receipt dated 12.12.2016 – 30.06.2017 and the claim to be within 28 days of purchase
The barcode from the original promotion packaging
A statement of at least 15 words saying why you don’t feel fresh when using the product
 
Will my details be passed on to anyone else?
 
The information you provide to us will only be used for the purpose of this promotion unless you have agreed to its use for any other purpose.

T+C's

These Terms and Conditions prevail in the event of any conflict or inconsistency with any other communications, including advertising or promotional materials. Claim instructions are deemed to form part of the terms and conditions and by participating, all claimants will be deemed to have accepted and be bound by the terms and conditions.

In the event that you do not agree that "Feel Fresh™ Technology keeps you fresh and dry" follow these terms and conditions to apply for your money back.

Promoter: SCA UK Ltd, Southfields Road, Dunstable, Bedfordshire LU6 3EJ

1. This Money Back Guarantee offer is open to residents of UK and ROI aged 16+, except employees and their immediate families of SCA, (the Promoter) , its affiliated companies, agents or anyone professionally connected with the Promotion.

2. The Money Back Guarantee can be claimed when any promotional pack of lights by TENA is purchased between 03.01.2017 (now 12.12.2016) and 30.06.2017. IMPORTANT: The Claimant must retain their original receipt and packaging and claim by 28.07.2017.

3. Any claims received with a purchase date from 12th December onwards (due to early stock release), which are subsequently validated, will be accepted.

4. The Money Back Guarantee is only valid on promotional packs of lights by TENA light liners, lights by TENA liners, lights by TENA liner single wrapped, lights by TENA long liner, lights by TENA Ultra Towel, lights by TENA liner Duo pack (48), or lights by TENA liner duo pack (40).

5. If the Consumer does not 100% agree with the claim FeelFresh™ Technology keeps you fresh and dry and completes a written statement confirming the reasons why then they will receive a refund by bank transfer to the value of the Product as stated on the original receipt, up to the maximum value of £3.59/€5.49.

6. To claim on the Money Back Guarantee the Claimant is required to send us their full name and address, bank details, email, the original itemised till receipt dated within the promotional period 03.01.2017 (now 12.12.2016) to 30.06.2017, the barcode from the original promotional packaging along with a statement of at least 15 words, saying why they don't 100% agree with the Feel Fresh claim. Failure to include any of these will render the claim invalid.

Envelopes should be correctly addressed to:

UK: lbT Feel Fresh MBG, FREEPOST RLTS-KSXS-BZHK, Uckfield, East Sussex, TN22 1QQ.

Submissions must weigh less than 50g and not exceed 235mm x 120mm in dimension* (UK Only)

ROI: RMI Services Dep, AA2566, PO Box 4214, FREEPOST, Dublin 2

Submissions must weigh less than 50g and not exceed 235mm x 120mm in dimension* (ROI only)

*Please remember to cut off the barcode. If you send the full packaging, you risk your claim being rejected

7. Claims must be received by 28.07.2017.

8. The Claimant will be sent a refund by bank transfer made out to the name and bank details sent with their claim, to a maximum of £3.59/€5.49 within 28 days.

9. Failure to enclose the correct information or claims received with insufficient postage will not be accepted and deemed as rejected.

10. Money Back Guarantee is limited to one claim per household, consisting of a maximum of one transactional receipt. The Promoter will not accept repeat claims from the same households, bulk claims or claims submitted on behalf of other people.

11. The promoter reserves the right to refuse any claim, if in its reasonable view, the claimant's conduct has been inappropriate, unlawful, or offensive or is likely to bring the promotion into disrepute.

12. No photocopies will be accepted. No claims from agents, third parties, organised groups or applications automatically generated by computer will be accepted. Incomplete or illegible claims or those not in accordance with the application instructions will not be accepted. One claim per properly addressed envelope.

13. The closing date for receipt of claims for Money Back Guarantee is 28.07.2017 and the Promoter will not provide a refund for any claims which are received after that date.

14. Responsibility is not accepted for claims lost, damaged or delayed in the post. Proof of posting is not proof of receipt. Claims (including receipts) will become the property of the Promoter and will not be returned.

15. Each valid claim will receive a refund by bank transfer to the value of the Product as stated on the original receipt (but not exceeding £3.59/€5.49). The bank transfer will be sent within 28 days of receipt of the Claimant's claim being validated.

16. By claiming on the Money Back Guarantee, all claimants will be deemed to have accepted and be bound by the rules and consent to the transfer of their personal data to the Data Controller for the purposes of the administration of this Guarantee and any other purposes to which the entrant has given positive consent. All entry instructions form part of the rules.

17. Money Back Guarantee claims cannot be made via any retailer or instore.

18. The terms and conditions of this promotion are subject to the legal and regulatory restrictions imposed under English and Welsh law and the parties to any dispute or action shall submit to the exclusive jurisdiction or the English and Welsh courts.

19. In the event of circumstances outside the Promoter's reasonable control and only where circumstances make this unavoidable, the Promoter reserves the right to cancel or amend the promotion or these terms and conditions at any stage but will always endeavour to minimize the effect to participants in order to avoid undue disappointment.

20. Consumers' statutory rights remain unaffected.

21. The promoter's decision is final with regard to all promotional matters and no correspondence will be entered into.

Policy for the Processing of Personal Data:

22. It is the aim of Svenska Cellulosa Aktiebolaget ("SCA") and its affiliates ("SCA" or "SCA Group") that all persons whose personal data is processed by SCA shall at all times be confident that their privacy is respected and that due care is taken regarding his or her personal data. See also SCA Group's Code of Conduct. SCA will comply with applicable national data protection laws that control the collection and use of data relating to individuals ("personal data") as well as with this Privacy Policy. The purpose of this Privacy Policy is to set out the principles governing the use of personal data you give to us, or we obtain about you. SCA, or the relevant affiliate as provided herein or on the relevant Site, is the data controller responsible for the processing of personal data herein described.

Information - Personal Data

23. Personal data, including data such as names and addresses which you provide to SCA, may be processed manually as well as by computers. The personal data provided by you will be processed for the purpose of (i) administrating any request from or agreement with you, (ii) providing the information and services in relation to such request or agreement as well as for (iii) marketing and customer follow-up and (iv) sales/product development, all as determined applicable by SCA. By submitting personal data, you agree and consent to be bound by the terms outlined in this Privacy Policy and in the Terms of Use.

24. Any visit to the SCA Sites may lead to registration of the IP address used for such access. We also use IP addresses to measure the use of the Sites of SCA. (An IP address is a unique number which makes it possible to sometimes identify a user's connection to the Internet and it is automatically provided by your web browser each time you view a website.) Such measurement may also include collecting information about how you use the Site which may also include monitoring Site usage to help SCA to improve the Site, to personalize your experience by tailoring the content you see, to optimize your user experience and to determine use frequency. This may also apply in relation to any user accounts you may have with SCA. We may also perform statistical analysis of data collected.

Sensitive Information

25. If you voluntarily provide us with sensitive personal information about yourself (for example, information relating to your physical health), you are in effect giving SCA your consent to process the sensitive personal data for the purposes set out in this Privacy Policy (and any notice on use of data provided in conjunction with such collection) to the extent a consent is required under applicable law. Disclosure of Personal Information to Third Parties.

26. SCA may provide your personal data to third parties such as a partner or distributor of our products in order to fulfil the purpose for which they were collected. The data provided by you might be exported to other parties of the SCA Group and/or business partners located in countries within as well as outside of the European Union.

27. Please exercise caution when submitting personal data online. It is your responsibility to maintain the security of your passwords and personal information. Your usage of this website constitutes an acknowledgement and assumption of these risks.

Access To and Correction of Personal Data

28. If you have any questions regarding our personal data processing or if you believe that information processed by us is incorrect or incomplete, you should contact the SCA company which is prominently listed on the Site. Under local data protection legislation, you may have rights of access and rectification in relation to your personal data. Such rights will be adhered to by us as far as possible to fulfil all of our legal obligations.
To contact the Provider regarding this Privacy Policy, please contact SCA at SCA Hygiene Products UK Ltd, Southfields Road, Dunstable, Bedfordshire LU6 3EJ

29. If any of these clauses should be determined to be illegal, invalid or otherwise unenforceable then it shall be severed and deleted from these terms and conditions and the remaining clauses shall survive and remain in full force and effect.

*Please remember to cut off the barcode. If you send the full packaging, you risk your claim being rejected
 
UK & ROI 16+. Closes 30.06.2017. Claim within 28 days of purchase & by 28.07.2017. Max refund £3.59/€5.49. 1 claim/household. Written statement required. Keep original till receipt & packaging. See full T&C’s for further details.

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