Returns & Refunds

30-Day Returns

You have 30 days from the date you receive your order to notify us if you wish to return an item.

To be eligible for a return, the product must be unused, in its original packaging, and in a condition suitable for resale.

Before returning any product, please contact our Customer Care Team at contact@standardmedical.co.uk. We will provide you with return instructions and, where applicable, a returns authorisation number.

Items returned without prior authorisation may be delayed or refused.

Unwanted or Unsuitable Products

Unused, non-perishable products may be returned within 30 days for an exchange or refund, subject to the conditions of this policy.

The customer is responsible for the cost of returning unwanted items unless the return is due to an error by Standard Medical or the product is faulty or damaged.

Original delivery charges are only refundable where the return is due to our error or a faulty product.

We recommend using a tracked delivery service and retaining proof of postage when returning an item.

Items We Cannot Accept for Return

Unless faulty, damaged or incorrectly supplied, we are unable to accept returns for:

• Personalised or engraved products
• Special-order or made-to-order products
• Products of a sanitary or hygienic nature once opened
• Needles, syringes and other products where hygiene or contamination may be a concern
• Products that have been used or removed from sealed packaging where they are no longer suitable for resale
• Perishable or short-dated products
• Products with damaged or incomplete manufacturer packaging
• Any product that cannot safely or legally be resold

Please contact us before purchasing if you are unsure whether a particular product is eligible for return.

Faulty or Damaged Products

Please inspect your order as soon as it arrives.

If an item is faulty, damaged or has arrived incorrectly, please contact us as soon as possible and within 30 days of delivery.

Where appropriate, we may ask you to provide photographs or other information so that we can investigate the issue.

If the product is confirmed as faulty, damaged or incorrectly supplied, we will arrange an appropriate replacement or refund.

Faults Reported After 30 Days

Where a product develops a fault outside the initial 30-day period but remains covered by an applicable manufacturer warranty, we will assess the issue in accordance with the warranty terms.

Damage caused by misuse, accidental damage, incorrect use or normal wear and tear will not normally qualify for a refund or replacement.

Incorrect or Duplicate Items

If you receive an incorrect item or an additional item due to our error, please contact us promptly.

We will provide instructions for returning the product and arrange the appropriate replacement or refund.

How to Return an Item

1. Contact contact@standardmedical.co.uk before returning the item.
2. Wait for your return instructions or authorisation.
3. Package the product securely in its original packaging.
4. Include any information requested by our Customer Care Team.
5. Send the parcel using a tracked service.
6. Retain your proof of postage until your return has been processed.

Unless the product is faulty, damaged or incorrectly supplied, return postage is the responsibility of the customer.

Testing of Faulty Products

Products returned as faulty may be inspected or tested.

If an item is found not to be faulty, we reserve the right to return the product to you and recover any reasonable postage or inspection costs incurred.

Bulk Orders & Pallet Deliveries

Bulk orders, pallet deliveries and large-volume commercial purchases are generally non-returnable unless the goods are faulty, damaged or incorrectly supplied.

These orders may be specially sourced, processed or dispatched specifically for the customer and can involve significant logistics costs.

If we agree to accept a commercial return as an exception:

• The customer may be responsible for all return transport and collection costs.
• A restocking charge of up to 30% may apply.
• Products must be unused, unopened and in their original manufacturer packaging.
• Products returned in a condition unsuitable for resale may not qualify for a refund.

Standard Medical reserves the right to refuse returns of large-volume or commercial orders where a return is not commercially reasonable.

Business-to-Business Orders

Orders placed by businesses, healthcare organisations, clinics, hospitals, universities, government organisations and other professional customers are treated as business-to-business transactions where applicable.

Consumer cancellation rights may therefore not apply to purchases made wholly or mainly for business or professional purposes.

Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

Approved refunds will be made to the original payment method. Please allow up to 10 business days for the refund to be processed, although your bank or payment provider may take additional time to credit the funds to your account.

If more than 15 business days have passed since we confirmed approval of your refund, please contact contact@standardmedical.co.uk.

Contact Us

Standard Medical
Email: contact@standardmedical.co.uk