Returns Policy
Returns policy within the UK
If for any reason you wish to return an item email us and let us know the goods are coming back and return the goods to us within 7 days of receipt letting us know the reason for our records.
The original receipt must be enclosed in the package or it cannot not be processed.
We will refund the money in full (less postage) provided goods are returned in their original condition with the receipt, the item is used and in new condition, with all the labels and tags attached and in all the original packaging.
Any items returned to us marked or damaged will not be refunded.
Please take care how the item is packaged, we will not refund items that have become damaged by the packaging.
It is the customer's responsibility to make sure the items reach us safely, and in their original condition, we do not accept packages where the postage is unpaid.
We recommend you use an insured method of posting such as recorded delivery, we are not responsible for returns parcels which are lost in the post.
We do not refund postage charges.
If an item is returned to us by the post office as uncollected mail we do not refund the postage charges.
We will email to confirm when the credit card has been refunded.
This information will also be posted onto your account for you to login and see.
Refunds can take up to 14 days after we receive the parcel.
Depending on your credit card or Bank refunds can take up to 7 days to show on your Bank account after it has been processed by us.
For goods returned after 7 days we reserve the right to charge the following:
Goods returned 8-14 days a 10% restocking charge
Goods returned 15-28 days a 30% restocking charge
Goods returned after 28 days will not be refunded.
These charges are in place for our protection, please telephone (01502 576961) or email us with any problems with returning your parcel, our aim is to make our customers happy!
THIS DOES NOT AFFECT YOUR STATUTORY RIGHTS
For all returns for a refund:
You must include in the parcel the original receipt, we can only refund onto the credit card which was originally used.
The correct address for returns is:
Medical Care UK
91 High Street,
Lowestoft,
Suffolk, NR32 1XW
We will refund the money in UK Pounds that was charged in full (less the postage) provided the goods are returned in their original condition with the receipt, the item is unused and in new condition, with all the labels and tags attached and in all the original packaging.
(note: we refund the original amount charged in uk pounds which can vary from the original if the exchange rates have changed)
Any items returned with marks or without their tags or packaging will be returned to you at your own expense.
We do not guarantee delivery times, the majority of our parcels arrive within the timeframe given by the post office, occasionally a parcel takes longer, we do not refund shipping charges for parcels delayed in transit.
Important for non EU parcels:When labelling the package please mark it as a 'returned/unwanted GB product' with no value on the customs declaration to make sure no duty or tax is charged, any duties charged to Medical Care UK will be deducted from the refund, if the charges billed are higher than the refund the package will not be accepted.
This is very important as these taxes can be very high.
If sending a package back from outside Europe via Fedex/Ups/DHL please be aware unless the paperwork is filled in correctly we may be charged duty, please contact us before using a courier service outside Europe.
It is the customer's responsibility to make sure the products reach us safely, and in original condition.
We do not refund shipping charges.
The original receipt must be enclosed in the package or it will not be processed. Please contact us if this is a problem.
In the event a customer's package is returned to us by the post office because it has not been collected from the Post Office, we do not refund the postage charges.
To send the parcel a second time can incur further postage charges. This happens when the parcel is unable to be delivered as a signature is required and is therefore taken to the post office to await collection, if it is not collected within the time frame required in your country it is returned to us.
If you think you will have problems with being in or collecting from the post office please let us know when you order.
Please note: for FEDEX or DHL deliveries we cannot be held responsible for customs delays, therefore the courier shipping charges will still apply and not be refunded with returned items.
We do not guarantee delivery times on international deliveries, we can only give our 'best estimate'
For goods returned after 21 days please note we reserve the right to charge the following: 20%
Goods returned later than this may not be refunded.
These charges are for our protection, our aim is to please our customers so please contact us with any problems with returns and we will do our utmost to come to a solution.
We will not accept any packages where the postage has not been paid.
We will inform you by email when the refund has been made onto your credit card. We also post this information into your account on our website and you can login to see it.
For all returns:the original receipt must be returned as well as your name, address, and telephone number and email address.
We can only refund onto the credit card which was originally used. This is a policy from Visa/Mastercard we cannot change it.
The correct address for returns is:
Medical Care UK
91 High Street,
Lowestoft,
Suffolk, NR32 1XW
Tel: 01502 500384
