Shipping, Delivery & Customs Policy

1. Dispatch times

When your order leaves us

Orders accepted before 1pm on a working day are normally dispatched the same day from our unit in Leeds. Orders placed after 1pm, at weekends or on public holidays are dispatched the next working day.

Working days are Monday to Friday, excluding public holidays in England.

Where a line is out of stock we will contact you before dispatch and offer to part-ship, hold the order, or substitute where an equivalent exists. We will not substitute without asking.

2. UK delivery and charges

Services, timings and what they cost

Delivery timings are those quoted by our carriers and are estimates rather than guarantees. Time of delivery is not of the essence, as set out in our terms and conditions.

Large or heavy consignments may ship on a pallet. We will tell you before dispatch, and you will need somewhere to receive it.

3. Collection from Leeds

By appointment, from Armley

Trade buyers can collect from Unit 3, Twenty4 Secure Storage, Armley, Leeds, LS12 4HP, a few minutes from the M621 and M62.

Call the trade desk first so we can pick the order and have it waiting. Bring your order number. Pallet collections need 24 hours' notice so we can have a forklift available.

4. Tracking and proof of delivery

Knowing where a consignment is

Every consignment is tracked. You will receive a dispatch confirmation with the carrier and the tracking reference when the order leaves us.

Proof of delivery is available on request for any consignment for 12 months from dispatch. Ask the trade desk with your order number.

5. Checking your delivery

What to do at the point it arrives

Check the number of parcels against the carrier's note before signing, and count the contents against our packing note as soon as you can.

Tell us about a shortage, a wrong item or transit damage within 3 working days of delivery. Keep the packaging until the matter is settled, since carriers require it as evidence. Our returns policy sets out what happens next.

6. Failed or refused delivery

When nobody is there, or the address is wrong

You are responsible for the delivery address you give us and for having someone available to receive the goods. Please tell us any access restrictions, delivery windows or booking-in requirements when you order.

If delivery fails because nobody was available, the address was wrong, or the consignment was refused without cause, we may pass on the carrier's redelivery or return charge. Where an order is returned to us undelivered we will credit the goods, less carriage in both directions.

7. Delays

What we will and will not be responsible for

We are not liable for delay caused by a carrier, by weather, by industrial action, or by anything else outside our reasonable control. Where we know an order is running late we will tell you.

If a consignment has not arrived within 5 working days of its expected date, tell us and we will open a carrier investigation.

8. Export orders

Shipping outside the United Kingdom

We ship to business customers outside the UK, on tracked services with a named carrier. Transit times vary by destination and are quoted at the point of order.

Export consignments are shipped DAP, delivered at place under Incoterms 2020 unless we have agreed otherwise in writing. That means we arrange and pay carriage to the delivery address, and you are the importer of record: duty, import VAT and clearance are yours.

We can quote DDP, where we handle duty and clearance, for regular export accounts. Ask the trade desk.

9. Duty, tax and clearance

The charges that fall to you

Our prices and carriage exclude import duty, import VAT, clearance fees and any local charge raised in the destination country. These are payable by the recipient on import.

Respond promptly to any carrier or customs request. A consignment held for unpaid charges can accrue storage costs, and may eventually be returned or destroyed.

EU customers with a VAT number we validate on the VIES system may be zero rated under the reverse charge, and must account for VAT in their own member state.

10. Import restrictions

Your responsibility before you order

Medical device import rules differ by country, and some destinations require registration, licensing or a local authorised representative before goods may be imported.

It is your responsibility to confirm that the goods may lawfully be imported and supplied where you are, before you place the order. We cannot advise on the requirements of another jurisdiction, and we cannot credit goods seized because they were not permitted entry.

11. Documentation

What travels with an export consignment

Export consignments carry a commercial invoice showing the goods, their value, their commodity codes and the country of origin. We can also supply, on request:

• Declarations of conformity for the goods supplied
• Instructions for use in the languages we hold
• A statement of origin where the destination requires one
• Batch or lot details for traceability

Tell us at the point of order if a destination requires particular paperwork. Adding it after dispatch is difficult and sometimes impossible.

12. Lost consignments

How a claim works

If a tracked consignment does not arrive, tell us within 5 working days of its expected delivery date and we will open a claim with the carrier.

Carriers usually require an investigation period before declaring a consignment lost, typically 10 to 15 working days for UK services and longer for export. Once it is declared lost we will replace the goods or credit them in full, including carriage.

We cannot start a claim without the delivery address as given at the point of order, so please check it before you confirm.