Frequently Asked Questions
Who can order from Clinic Supply?
Clinic Supply supplies healthcare professionals, clinics, businesses and members of the general public.
Some products may be intended or restricted for professional use. Where applicable, this will be stated on the product page.
Do I need an account to place an order?
Use the normal Checkout button. Shopify will request your email address or authentication during checkout when required.
A customer account allows you to view previous orders and reorder products more easily. Creating a standard customer account does not automatically provide trade pricing.
Are prices shown with or without VAT?
We show both the price excluding VAT and the price including VAT wherever applicable.
The final VAT amount is calculated and confirmed at checkout before you place your order.
When do I qualify for free delivery?
Free UK standard delivery is available when the eligible value of your basket reaches £35 excluding VAT.
For products charged at the standard VAT rate, this is equivalent to £42 including VAT. Delivery availability and the final delivery charge are confirmed at checkout.
How much is standard delivery?
UK standard delivery costs £3.49 when your eligible basket value is below £35 excluding VAT. The final delivery charge is confirmed at checkout.
How long does delivery take?
Estimated standard delivery is 2–5 working days.
This is an estimate rather than a guaranteed delivery date. Weekends, bank holidays, unusually busy periods and carrier disruption may affect delivery.
Tracking information will be sent to the email address associated with your account when available.
Do you deliver everywhere in the UK?
Available delivery services and the final charge are confirmed after you enter your delivery address at checkout.
Delivery to the Isle of Man, Jersey and Guernsey should not be assumed unless the address and service are accepted at checkout.
Can I return an item if I change my mind?
If you are a consumer purchasing online, you normally have 14 days after receiving your order to tell us that you wish to cancel an eligible purchase. You must then return the eligible goods within a further 14 days. Different terms may apply to business purchases and products excluded by law.
You must contact Clinic Supply before returning anything.
What condition must a change-of-mind return be in?
Please return eligible goods complete and, wherever reasonably possible, unused and in their original packaging. We may reduce a refund where handling beyond what is reasonably necessary has diminished the product’s value. This does not affect your statutory rights.
Can sealed health or hygiene-sensitive products be returned?
Sealed goods that are unsuitable for return for health-protection or hygiene reasons cannot be returned after they have been unsealed.
This does not mean that every opened product is automatically non-returnable. Your rights relating to faulty, damaged, misdescribed or incorrectly supplied goods are unaffected.
What should I do if a product is faulty, damaged or incorrect?
Contact us as soon as possible with your order number and details of the problem.
We may ask for photographs of the product, packaging and delivery label to help us assess the issue. Photographs are not an absolute condition for exercising your statutory rights.
Keep the affected product and packaging until we provide further instructions, wherever reasonably possible.
How do I request a return?
Contact support@clinicsupply.com and provide:
- Your order number
- The product and quantity
- The reason for the return
- Photographs, if available and requested
Wait for return instructions before sending anything back. Contacting us does not automatically authorise a refund.