Returns & Refunds

Our products are medical and temperature-sensitive, so we handle returns carefully to protect every clinic we supply.

Last updated: 24 October 2026

Damaged, faulty or missing items

Check your parcel as soon as it arrives. If anything is damaged, faulty, missing or not what you ordered, contact us within 48 hours of delivery with your order number and photos of the parcel and the items. We will send a replacement or refund the affected items in full, including any delivery charge for them.

Change of mind

Because we cannot guarantee how products have been stored or handled once they leave us, we cannot accept returns or exchanges of products that are not faulty or damaged. We sell to businesses and professionals only, so the statutory 14-day cancellation right for consumers does not apply.

Cancelling an order

If you need to cancel, contact us as soon as possible. Orders that have not yet been dispatched can be cancelled and refunded in full. Once an order has been dispatched it cannot be cancelled.

Subscriptions

You can skip, postpone or cancel Subscribe & save deliveries at any time before the renewal date from your account or the links in our emails. Renewals that have already been charged and dispatched follow the rules above.

How refunds are paid

Refunds are paid to your original payment method, usually within 5 to 10 business days of approval, depending on your bank.