Return & Refund Policy

1. Ordered, but not dispatched yet

Call us straight away and we will stop it. If the order has not left the warehouse you get a full refund or credit, including any carriage charged.

Call, do not email. Orders placed before 1pm leave the same day, and email may not reach us in time.

2. Shortage or miscount

Count your delivery against the packing note when it arrives. If a line is short, tell us within 3 working days with the order number and the SKU.

We will send the balance at our cost, or credit the missing units, whichever you prefer.

3. Damaged in transit

Tell us within 3 working days and send photographs of the outer packaging and the goods before you dispose of anything. Carriers require the packaging as evidence.

We will replace the affected units or credit them in full, including carriage. We arrange and pay for any collection.

4. Wrong item sent

If we picked the wrong SKU or the wrong size, that is our error. We will send the correct goods and collect the wrong ones at our cost. No restocking charge applies.

5. Not as described

If the goods do not match the specification published on the product page, tell us within 3 working days. We will replace them or credit them in full, including carriage both ways.

This covers a specification error on our side. It does not cover a product that meets its published specification but does not suit your application, which is covered below.

6. Faulty within warranty

Goods are warranted for 12 months from delivery, or the shelf life on the packaging if shorter. Tell us what has failed and how, with the batch or lot number from the packaging where you have it.

Once we confirm the fault we will replace or credit the affected units, and we cover return carriage. Batch details matter: if a defect affects a batch, we need to know so we can check the rest of it.

7. Over-ordered, or stock not moving

We may take back unopened, in-date stock within 14 days of delivery, at our discretion. A restocking charge of 20% applies and you pay return carriage.

Goods must be in their original unopened packaging, in resaleable condition, with no shop labels or price stickers applied.

If you regularly hold more than you need, talk to us. It is usually cheaper for both of us to adjust your order pattern than to ship stock back and forth.

8. Ordered the wrong thing

If the goods match their published specification but are not what you needed, this is treated as a change of mind. Unopened stock may be exchanged or credited within 14 days, less the restocking charge, with return carriage at your cost.

Opened packaging cannot be taken back where it forms a hygiene barrier. Check compatibility before you order, and ask the trade desk if you are unsure. We would rather spend five minutes on the phone than have you buy the wrong part.

1. Cancelled before dispatch

Full refund or credit including carriage, as with UK orders. Call rather than email if it is urgent.

2. Refused at customs, or duties unpaid

Import duty, tax and clearance charges are yours to pay and are not included in our price. If a consignment is refused entry or returned because charges were not paid:

• Returned to us in resaleable condition: we credit the goods only. Outbound carriage, return freight, storage and any customs charges are deducted.
• Seized, abandoned or destroyed: no credit can be issued, because the goods no longer exist.

Check that the goods may be imported into your country before you order. Medical device import rules vary, and we cannot advise on your local requirements.

3. Damaged, wrong or faulty

Same as the UK: we replace or credit including outbound carriage. Do not return anything until we tell you how, because an unmanaged cross-border return can cost more than the goods.

We cannot refund duty or tax you have already paid, but we will provide the documentation you need to reclaim it locally.

4. Change of mind

We do not accept change-of-mind returns on export orders. The cost of moving goods back across a border, twice, exceeds what either of us would recover.