Return Policy
Returns Information
We hope that you will be entirely satisfied with your purchase however if you do need to return something to us, our friendly team will help. Please read the information below carefully before arranging a return.
Our Pharmaceuticals Policy can be found HERE.
Changing your Mind (Consumer Customers)
If you are a private (consumer) customer, you have the statutory right to cancel your order within 14 days from the day after your goods are delivered. To exercise this right, you must notify us within the 14-day cancellation period. Once notified, you must return the goods to us within a further 14 days.
To be eligible for a return:
- Items must not have been opened, used, or damaged
- Goods must be unused and in the same condition as delivered
- Original packaging must be intact
- Tamper seals must be unbroken
Due to hygiene and safety regulations, we cannot except returns on:
- Temperature controlled items.
- Pharmaceutical Products (unless recalled).
- Any single use, sterile items such as needles, syringes, nebulisers etc.
- Any specially ordered or personalised items.
The cost of returning non-faulty goods is the responsibility of the customer.
We recommend obtaining proof of postage and adequate insurance, as we cannot accept responsibility for goods lost or damaged in transit.
When returning goods to us, please include your name and address, invoice or order number and full details regarding the item/s being returned. The cost of carriage of non-faulty returned goods is the responsibility of the customer. The company accepts no responsibility for returned items lost or damaged during transit.
Specially ordered products
We do not accept returns on specially ordered or made-to-order products outside of our standard stock range, unless the item is faulty.
Customers will be informed prior to order confirmation if a product is classified as specially ordered and non-refundable. This includes certain furniture and manufacturer-built items.
What happens if my order is damaged in transit?
Please inspect your delivery as soon as it arrives.
If goods or packaging appear damaged:
- Take photographs where possible
- Notify us within 3 working days of delivery by calling 0191 286 7799
Failure to report damage within this time frame may affect our ability to resolve the issue.
What happens if my order is faulty?
If your goods are faulty, you are entitled to a refund within 30 days of receiving the item.
After 30 days, we may offer a repair or replacement in accordance with your statutory rights under the Consumer Rights Act 2015. On most occasions this is dealt directly with the manufacturer. Please contact us for further details.
Faults must be reported as soon as reasonably possible. When returning faulty goods, please include:
- Full details of the fault
- Your full name, invoice and delivery address
- Invoice or order number
To arrange a return, please complete the Returns Form on our website or contact our team directly.
When returning goods, please ensure:
- Your name and address are included
- Your invoice or order number is clearly stated
We reserve the right to inspect returned goods before issuing a refund.
All refunds will be issued to the original method of payment.
If you wish to return any products that you have ordered from us, you can do so by filling the RETURNS FORM BELOW.or contacting our team on +44 (191) 2867799.