01
Changing your mind — the 14-day right
If you are buying as a consumer you may cancel most orders without giving a reason. You have 14 days from the day you receive the goods to tell us you are cancelling, and a further 14 days to send them back. Email [email protected] with your order number — a clear statement that you are cancelling is all that is needed, in any wording.
02
Getting your money back
We refund within 14 days of receiving the goods back, to the payment method you used. That includes the standard outbound delivery charge. If you chose a faster delivery service than our standard one, we refund the standard cost rather than the premium. Where the value of goods has been reduced by handling beyond what is needed to check them, we may deduct that reduction.
03
Return postage
Return postage for a change of mind is yours to pay, unless the goods are faulty, damaged or not what you ordered — in which case it is ours, and we will arrange collection or reimburse the cost.
04
What cannot be returned, and why
Sealed goods are not returnable once the seal is broken where that seal exists for health protection or hygiene: sterile consumables, PPE, wound care and anything supplied sterile. Goods made or printed to your specification cannot be returned unless faulty. Neither exclusion affects your rights if an item is faulty or not as described.
05
Faulty, damaged or wrong
None of the above limits your rights under the Consumer Rights Act 2015. Within 30 days of delivery you may reject faulty goods for a full refund. After that, and for six months, we will repair or replace. Tell us at [email protected] with your order number and a photograph where there is damage to see — for transit damage, photograph the packaging as it arrived before unpacking further, as it is what the carrier claim rests on.
06
Business customers
The 14-day cancellation right is a consumer right and does not apply to purchases made in the course of a business. Faulty, damaged and incorrectly supplied goods are put right for every customer regardless, and our 30-day unused-goods policy is offered to trade accounts as a matter of practice rather than law.
14 days to cancel — 30 days to return unused goods
Returns and refunds
Your right to change your mind, your rights if something is wrong, and how to use either. Statutory rights first, then what we add on top.