YOUR QUESTIONS ANSWERED

All the Information You Need to Know

WHAT IS THE RETURN POLICY?

A product purchased from HDP Medical Supplies Ltd may be returned for the following reasons:

If the product arrives faulty or damaged.

If the product is incorrect due to a mis-pick or misinformation (this must be reported within 4 days of receiving the product/s).

The customer finds the product unsuitable or is dissatisfied with the product.

Items returned to HDP Medical Supplies Ltd for the reasons outlined above should be done so within 30 days of receipt, and should also meet the following criteria:

Goods must be returned as sold i.e. in the original packaging and in resalable condition.
Any free gifts or other additional bundled items delivered with the products must also be returned.
You must obtain a Returns Authorisation Number and label the parcel/s with it to allow the return to be dealt with as efficiently as possible.

Failure to meet the above criteria may result in the return being rejected.

Some products are made to order or are shipped directly from our manufacturer. If you wish to return these items without a fault a restocking fee may be applied. Please contact our returns team for more information.

If you would like to return an item please contact the returns department at HDP Medical Supplies Ltd on 01530 839115 to obtain a returns authorisation number. Your parcel will then need to be returned to the following address:

Returns Department
HDP Medical Supplies Ltd
Rothley House
Coalville Business Park
Coalville
Leics
LE67 3NR

Please note you must organise the return of the items at your expense unless the item is faulty or incorrect due to an error by HDP Medical Supplies Ltd in this instance your item will either be collected or postage will be refunded. This is at the discretion of HDP Medical Supplies Ltd and cannot be requested.

We regret we cannot accept returns of various types of non-faulty products if:

Any products on the order that have been personalised (e.g. engraved stethoscopes, sphygmomanometers, diagnostics, embroidered items of clothing, etc)

Any specially manufactured products made to order.

Any items of a sanitary nature (eg needles, syringes, continence products and nebulisers etc)

For some items purchased we may ask the manufacturer to contact you directly to establish the nature of the fault and then depending on the fault we will either organise a repair or replacement or in some instances ask you to liaise with the manufacturer directly.

In some circumstances when products are past their warranty or repairs are outside the warranty terms a charge may occur.

When an item becomes faulty more than 30 days after purchase please call the HDP Medical Supplies Ltd for advice. This does not affect your statutory rights.

Delivery

Delivery is £3.50 to anywhere within mainland UK (Certain hard to reach areas may incur a courier surcharge). Prices vary for international orders.

*Free Shipping on orders over £35 excluding VAT, this includes the UK only (Certain hard to reach areas may incur a courier surcharge) and does not include international shipping. HDP Medical Supplies Ltd reserve the right to remove or amend this offer at any point and accept no liability incurred whilst using this option.

On delivery you must inspect the goods carefully for damage as HDP Medical Supplies Ltd is unable to accept responsibility for damage in transit, shortage of delivery or loss of products unless the customer advises us via telephone within 4 working days from the date of delivery.

We despatch our orders via Royal Mail. We reserve the right to use alternative courier services. We anticipate that all deliveries will arrive as specified, however HDP Medical Supplies Ltd cannot accept responsibility or liability resulting from delayed or lost deliveries. Please note: Quoted delivery times do not include weekends or holidays and may change with courier demand. These will be specified prior to shipping where possible but may not be known until after goods have been despatched.

Please note: Should you require delivery to an address other than the billing address, please ensure that the correct information is provided when ordering. If you provide the incorrect address details, your order may be delayed and you may still be charged. We reserve the right to only deliver to the billing address. We cannot change a delivery address once your order has been despatched.

Note: We may not be able to ship to a non-permanent address such as a hotel or conference centre or to freight forwarding companies.

Unsuccessful deliveries – HDP Medical Supplies Ltd will hold unsuccessful deliveries for 21 days unless they are personalised items and then they are held for 6 months. If contact with the customer has been unsuccessful after this period we reserve the right to dispose of the goods.

Cut-Off Order Times

All orders placed before 2pm Monday to Friday will be processed the same day and sent by either Royal Mail. We reserve the right to use alternative courier services. For orders placed via the website, tracking details will automatically be sent upon despatch to the email address provided on the order.

International Delivery

For delivery to non-UK destinations, the carriage price quoted online may not be accurate as additional insurance could be required. Under these circumstances, we will contact the customer to seek additional payment prior to despatching the consignment.

Cancelling an Order

Cancellation of orders prior to fulfilment must be received by HDP Medical Supplies Ltd in writing from the buyer. Answerphone messages cannot be accepted for order cancellation. HDP Medical Supplies Ltd is not under any obligation to fulfil cancellation to any order or part order. In some cases a restocking fee may be charged for made-to-order items this is at the absolute discretion of the HDP Medical Supplies Ltd .

Customers must contact HDP Medical Supplies Ltd within 4 days of delivery to obtain authorisation to return any Goods. Goods returned by the Customer without prior authorisation will not be credited. HDP Medical Supplies Ltd reserves the right, at its discretion, to charge the a restocking fee to cover costs it may incur as a result of a customer ordering items in error. Customers must return all products unused and as originally delivered.

Products can only be returned if the original packaging is unopened and any seals intact. HDP Medical Supplies Ltd cannot accept returns on hygiene or sterile products, products that are made to order, personalised, assembled prior to delivery or assembled and installed, unless they are faulty. Please contact HDP Medical Supplies Ltd Customer Service Team for guidance and advice before proceeding.