Returns and Refunds Policy
We want returns to be handled clearly and fairly. Nothing in this policy limits or replaces your statutory rights.
Consumer cancellation period
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.
Requesting a return
You must contact Clinic Supply before returning anything.
Email 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 the product.
Condition of eligible goods
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.
Health-protection and hygiene-sensitive products
Sealed goods that are unsuitable for return for health-protection or hygiene reasons cannot be returned after they have been unsealed.
Not every opened product is automatically non-returnable. This restriction applies only where the relevant legal exception applies.
It does not limit rights relating to products that are faulty, damaged, misdescribed, incorrectly supplied or otherwise protected by law.
Other excluded products
Other legal exclusions may apply, including certain:
- Bespoke or personalised products
- Products made to the customer’s specification
- Products liable to deteriorate or expire rapidly
Any product-specific restriction should be shown before purchase wherever reasonably possible.
Faulty, damaged or incorrect products
Contact Clinic Supply as soon as possible if a product is faulty, damaged on arrival or different from what you ordered.
We may ask for photographs showing the affected product, its packaging, any visible damage, and the delivery packaging and label.
Photographs can help us assess and resolve the issue, but they are not an absolute condition for exercising statutory rights.
Keep the product and packaging until we have assessed the issue and provided instructions, wherever reasonably possible.
Depending on the circumstances and applicable rights, the appropriate outcome may include a replacement, refund or another remedy. We will assess the information provided and explain the appropriate remedy and next steps in accordance with your statutory rights.
Return postage
Customers are normally responsible for the direct cost of returning change-of-mind purchases where this was explained before purchase.
Clinic Supply will cover reasonable return arrangements where goods are faulty, damaged or incorrectly supplied, where legally required.
We recommend retaining proof of postage when sending a return.
Refunds
Approved refunds will be made to the original payment method.
For an eligible consumer cancellation, we will refund the applicable product price and the cost of our least-expensive standard delivery service, where required by law.
We may wait until we receive the returned goods or evidence that they have been sent. Refunds will be processed within the applicable legal timeframe.
Additional delivery services selected by the customer may not be refundable.
Business purchases
These change-of-mind provisions primarily describe consumer purchases. Business customers may have different contractual cancellation and return rights.
Nothing in this policy limits rights relating to faulty, misdescribed or incorrectly supplied goods.