Last updated: July 2026
| Return window — consumers | 14 days from delivery to notify us, then 14 days to send the goods back |
| Return window — businesses | 5 days from delivery (by prior authorisation). No returns accepted after 20 days |
| Faulty or incorrect goods | Always accepted — we cover the return carriage |
| Refund method | Back to the original payment method |
| Refund processed within | 14 days of receiving the goods (30 days at the latest) |
| Return postage | Paid by you for unwanted goods; paid by us for faulty or incorrect goods |
| Restocking fee | None for consumers. Up to 15% for authorised business returns of unwanted stock |
Start a return: contact our sales team on 0800 061 4489 or sales@optimisedmedicalsupplies.com with your order or delivery note number.
If you buy as a consumer (not for business use), you have the right under the Consumer Contracts Regulations 2013 to cancel your order within 14 days of receiving the goods, for any reason. Tell us within that period, then return the goods within a further 14 days.
We refund the price you paid plus standard outbound delivery. You pay the cost of returning the goods unless they are faulty or we sent the wrong item. We may reduce the refund if the goods have been handled more than was necessary to check them. This right does not apply to the items listed in section 3. Nothing here affects your statutory rights under the Consumer Rights Act 2015.
Business purchases are not covered by consumer cancellation rights. We may still accept a return of unwanted, non-faulty stock at our discretion, on these terms:
For health, hygiene and patient-safety reasons, the following are non-returnable and non-refundable once supplied, unless they are faulty or we sent the wrong item:
These exclusions reflect the fact that we cannot verify the sterility, storage conditions or traceability of a medical product once it has left our control, and they do not affect your rights in respect of faulty goods.
If something arrives faulty, damaged or is not what you ordered, tell us as soon as you can — and within 2 working days for transit damage or shortages, so we can raise it with the carrier. Please keep the packaging and, where safe to do so, send us a photograph. Once we confirm the fault we will replace the item or refund you in full, including delivery and the cost of returning the goods.
Please do not send anything back before you have an authorisation number, as we may not be able to identify or process it. Until the goods reach us they remain your responsibility, so we recommend a tracked service and keeping proof of postage.
Once we have received and inspected the goods, we refund to the original payment method. We aim to process refunds within 14 days of receiving them and, in any event, within 30 days. Your bank or card issuer may take a few more days to show the money in your account. Where an authorised business return attracts a handling or carriage charge, this is deducted from the refund and shown on your credit note.
If you need to cancel or change an order, contact us as quickly as possible. If it has not yet been dispatched we will usually be able to cancel it and refund you in full. Special orders and custom items may not be cancellable once production has begun.
Our sales team will issue your returns authorisation and answer any questions. Call 0800 061 4489 (Mon–Fri 08:30–17:30) or email sales@optimisedmedicalsupplies.com.
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