Your right of return and refund
1. You may cancel a Contract in accordance with the terms set out below:
1.1 However, this cancellation right does not apply in the case of:
(a) sealed surgical equipment, once these Products are unsealed after you receive them.
(b) any Products which become mixed inseparably with other items after their delivery
(c) Any customised (non-stock item) orders
1.2 Your right to cancel a Contract starts from the date of the Order Confirmation (the date on which we e-mail you to confirm our acceptance of your order), which is when the Contract between us is formed. Your deadline for cancelling the Contract then depends on what you have ordered and how it is delivered, as set out in the list below:
(a) Your Contract is for a single Product (which is not delivered in instalments on separate days).
The end date is the end of 14 days after the day on which you receive the Product.
Example: if we provide you with a Order Confirmation on 1 January and you receive the Product on 10 January you may cancel at any time between 1 January and the end of the day on 24 January.
(b) Your Contract is for either of the following: One Product which is delivered in instalments on separate days OR multiple Products which are delivered on separate days.
The end date is 14 days after the day on which you receive the last instalment of the Product or the last of the separate Products ordered.
Example: if we provide you with a Order Confirmation on 1 January and you receive the first instalment of your Product or the first of your separate Products on 10 January and the last instalment or last separate Product on 15 January you may cancel in respect of all instalments and any or all of the separate Products at any time between 1 January and the end of the day on 29 January.
(c) Your Contract is for the regular delivery of a Product over a set period.
The end date is 14 days after the day on which you receive the first delivery of the Products.
Example: if we provide you with a Order Confirmation on 1 January in respect of Products to be delivered at regular intervals over a year and you receive the first delivery of your Product on 10 January, you may cancel at any time between 1 January and the end of the day on 24 January. 24 January is the last day of the cancellation period in respect of all Products to arrive during the year.
1.3 To cancel a Contract, you just need to let us know that you have decided to cancel.
1.4 You can e-mail us at email@example.com or contact us by telephone on 020 8891 2007 or by post to 3 Windmill Business Village, Brooklands Close, Sunbury on Thames, Surrey, TW16 7DY. If you are e-mailing us or writing to us please include details of your order to help us to identify it. If you cancel your Contract we will:
(a) refund you the price you paid for the Products. However, please note we reserve the right to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount. In addition, a handling charge of up to 20% of the invoice value may be applicable on all returns. Non stock items specially obtained for the customer may not be accepted as return for credit.
(b) refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of a Product within 3-5 days at one cost but you choose to have the Product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
(c) make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
(i) if you have received the Product and we have not offered to collect it from you: 14 days after the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us. For information about how to return a Product to us, see clause 8.8;
(ii) if you have not received the Product or you have received it and we have offered to collect it from you: 14 days after you inform us of your decision to cancel/withdraw the Contract.
1.5 Before returning any products to us, please call our customer services team on 020 8891 2007 to obtain a return authorisation number. Your name, address, customer number and invoice number must accompany all returns. Goods will only be accepted for return if the seal is not broken and the item is returned with all the packaging in good condition.
1.6 We will refund you using the same method which you paid. A handling charge of up to 20% of the invoice value may be applicable on all returns.
1.6 If a Product has been delivered to you before you decide to cancel your Contract:
(a) then you must return it to us at 3 Windmill Business Village, Brooklands Close, Sunbury on Thames, Surrey, TW16 7DY without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. If we have offered to collect the Product from you in writing, we will collect the Products from the address to which they were delivered. We will contact you to arrange a suitable time for collection;
(b) unless the Product is faulty or not as described, you will be responsible for the cost of returning the Products to us. If the Product is one which cannot be returned by post, we estimate that if you use the carrier which delivered the Product to you, these costs should not exceed the sums we charged you for delivery. If we have offered to collect the Product from you, we will charge you the direct cost to us of collection;