Delivery and Returns Policy
We are happy to offer a 14 day Return & Exchange Policy after you have received your product. Please contact us on [email protected] or call us on 01455 245740 with your reason for the return/exchange.
Please note, the cost of returning an order is the responsibility of the customer. We will not pay for returns delivery, nor do we offer a pre-paid returns label at this time.
We are open Monday-Friday (9:00am-4:30pm). Please note that any orders will be dispatched within this time frame. Orders made on a Friday must be made before 12pm to guarantee next day delivery. We are not open during the weekend and will not operate during this time.
Please see below for terms and conditions –
- Items in their original packaging and in a re-sellable condition can be returned/exchanged after 14 days of purchase. If an item is returned with missing packaging and accessories, we have the right to refuse the refund. We can also deduct money from the refund of a flat rate of 10% of the total order value.
- We advise to obtain all proof of postage from the post office when returning an order and we also advise to return your order using a tracked shipping service. Unfortunately, we are unable to hold responsibility for items lost or damaged in transit when sending them back to us.
- All equipment is brand new and undergoes thorough inspection before issuance. In the event of technical issues resulting in equipment malfunction, please email or call us and we can provide you with manufacturer details and order numbers. You will need to contact the manufacturer directly. Please be aware that the manufacturer will be unable to repair or replace equipment damaged due to accidents, theft/loss, cosmetic damage, neglect, or abuse. Equipment should be insured on your own accord. Regular consumables such as batteries or light bulbs are also not eligible for replacement.
Reasons for Returns/Exchange:
Faulty Product
All equipment is thoroughly checked, however, in the case that your product has a manufacturing fault, and is under warranty, within 14 days of your purchase you can return or exchange this item. An alternative service for faulty items is the service which includes sending the item back to the manufacturer and either repairing or replacing following the results of an investigation into the fault.
After the 14-day return/exchange period we will be required to contact the manufacturer on your behalf in order to have your device serviced in line with the terms and conditions of the manufacturer’s warranty.
Please refer to your user guide on the individual manufacturer’s warranty and all terms and conditions associated.
Repairs
If the item is in need of a repair and is within your manufacturer warranty, we will require the item back so that we may pass it on to the manufacturer.
Damaged Product
Please take care when opening/using all products as we are not able to return or exchange items if they have been damaged by user mishandling/misuse.
If you’re unsure on how to use your items/products, you can contact our team for advice.
Product No Longer Required
If you change your mind or find that your product is not compatible/suitable for you we are able to offer our 14-day return/exchange policy, providing the item(s) are in an unused and re-sellable condition, and in all the original packaging.
We will not refund the cost of your original postage charge when a product is no longer required.
After 14 days we are unfortunately unable to accept unwanted returned/exchange products.
Exchanging a Product
If you wish to exchange a product, the exceptions are the same as a normal return. We will not exchange any opened consumable goods due to the product no longer being in a sellable condition.
You must also exchange your product after the 14-day returns policy. Even if you have an unopened, unused product, we will not accept your exchange should you send the product back to us after the 14-day returns period.
You will need to contact us and explain the reason for exchange and what you wish to exchange the product for.
If you wish to exchange for a higher value item, you will need to pay the difference by informing us before your new order is dispatched.
If you wish to exchange your item for another item of less value, you will be refunded the difference.
If you wish to exchange your item for another item of the same value, it will be a simple swap.
Because your exchange will need to be shipped again, you must pay for the shipping of your new order, unless your order is over the free shipping threshold that we may or may not have in place at the time.
Bank Holidays
The Healthcare Professional Institute – HCPI is closed for all major UK holidays however you may still order your products during this period, and we will endeavour to have them shipped to you the following day after a bank holiday.
Delivery/Shipping:
UK Standard Delivery (Royal Mail Tracked 48)
All deliveries in the UK are made using Royal Mail. We aim to dispatch the same working day for orders made before 2pm. Standard delivery is available for £2.99 and expected to take approximately 2 – 3 working days.
UK Express Delivery (Royal Mail Tracked 24)
Express delivery is available for £4.99 (including VAT), and we aim to dispatch the same working day for orders made before 12pm and expected to take approximately 1 – 2 working days.
UK Next Working Day Delivery
This service is Royal Mail’s ‘Special Delivery Guaranteed’ service. Orders must be placed before 12PM Monday-Friday to be eligible for next day delivery, otherwise the parcel will be shipped the following working day. If your order is placed after the dispatch cut off times, we are not liable for this. Because of this, we will not be able to refund you for this service once the item has been dispatched. If the item has not yet been dispatched, please get in touch. This service does not run during Bank Holidays. If you place an order using this service on/during a Bank Holiday, your item will not be dispatched until the following working day.
International Delivery
All deliveries outside of the UK are categorised as “international” deliveries. We do not currently deliver outside of the UK.
General
Delivery estimates are subject to any product conditions and Royal Mail operating procedures such as (but not limited to) strikes, weather, and natural disasters.
Backorders
Some of our products are available on backorder if the item is not in stock. This requires payment for the product and will be dispatched when the item becomes available. If for any reason a backorder product is discontinued and you have made a backorder purchase with us, we can provide a refund.
