• Refund and Return Policy

Refund and Return Policy

Last updated: 07/10/2025

We want you to be completely satisfied with your purchase. This policy explains how returns, refunds, and exchanges work when you buy from Clinic Supply (Distrosys Ltd).

1. Contact & Return Address

  • Email: support@clinicsupply.com
  • Phone: +44 7471 551 858
  • Return Address:
    No. 7 Prince William Road,
    Loughborough, Leicestershire,
    LE11 5GU, United Kingdom

Please contact us before sending any return. Items sent without prior approval may not be accepted.

2. Change-of-Mind Returns (Consumers)

If you are purchasing as a consumer, you have 14 days from the date of delivery to request a return for any reason (in line with the UK Consumer Contracts Regulations 2013).

Conditions:

  • Items must be unused, unopened, and in their original packaging, with all seals or safety wrapping intact.
  • A valid receipt or proof of purchase must be provided.

Exclusions (for hygiene and safety reasons):
We cannot accept returns for:

  • Sterile or medical products once opened (e.g., syringes, needles, cannulas, dressings).
  • PPE or hygiene products once opened (e.g., gloves, face masks).
  • Custom or special-order items.
  • Hazardous or flammable materials.
  • Gift cards or sale items marked as non-returnable.

Return Costs:
For change-of-mind returns, you are responsible for return postage costs. We recommend using a tracked delivery service.

3. Faulty, Damaged, or Incorrect Items

Please inspect your order immediately upon arrival and contact us within 48 hours if the item is defective, damaged, or incorrect.

Once reported, we will:

  • Arrange a replacement, repair, or refund, and
  • Provide a prepaid return label if the issue is confirmed.

Under the Consumer Rights Act 2015, you have a 30-day right to reject faulty goods for a full refund.

4. Business & Trade Customers

If you are purchasing on behalf of a business, clinic, or organisation, change-of-mind returns are not automatically accepted.

Please contact support@clinicsupply.com within 7 days of delivery. Acceptance will be at our discretion and may be subject to a restocking fee.

Faulty or damaged items will be handled under manufacturer warranty or standard UK sale of goods legislation.

5. How to Start a Return

  1. Email support@clinicsupply.com with your order number, the item(s) you’d like to return, and your reason for return.
  2. We’ll confirm eligibility, issue a Return Authorisation (RMA), and provide the return address or shipping label.
  3. Pack your items securely and include your RMA number inside the parcel.
  4. Once received, we’ll inspect your items and notify you of the outcome.

6. Refunds

If your return is approved:

  • We’ll issue a refund to your original payment method within 5 business days.
  • Your bank or payment provider may take additional time to complete the transaction.

If more than 15 business days have passed since your return was approved and you haven’t received your refund, please contact support@clinicsupply.com.

7. Exchanges

To exchange an item, the quickest option is to return your product (once authorised) and place a new order for the item you need.

8. European Union Cooling-Off Period

If your order is shipped to an address within the European Union, you have the right to cancel or return your order within 14 days of delivery — for any reason and without justification.
The same conditions and exclusions above apply.