• Refund policy

Refund policy

Last updated: 20 July 2026

We want returns and refunds 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

Please contact Clinic Supply before returning anything.

Email support@clinicsupply.com and provide:

  • Your order number
  • The product and quantity you wish to return
  • The reason for the return
  • Photographs, if available and requested

Please wait for our return instructions before sending the product. This helps us identify and process your return efficiently.

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.

This restriction does not limit your rights where a product is faulty, damaged, misdescribed, incorrectly supplied or otherwise protected by law.

Other products that may be excluded

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 return restriction should be shown before purchase wherever reasonably possible.

Faulty, damaged, misdescribed or incorrect products

Contact Clinic Supply as soon as reasonably possible if a product is faulty, damaged on arrival, misdescribed or different from what you ordered.

We may ask for photographs showing:

  • The affected product
  • The product packaging
  • Any visible damage
  • The delivery packaging and label

Photographs can help us assess and resolve the issue, but they are not an absolute condition for exercising your statutory rights.

Wherever reasonably possible, keep the affected product and its packaging until we have assessed the issue and provided instructions.

Depending on the circumstances and applicable rights, the appropriate remedy may include a replacement, repair, 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 an eligible change-of-mind purchase where this was explained before purchase.

Where legally required, Clinic Supply will cover reasonable return arrangements for goods that are faulty, damaged, misdescribed or incorrectly supplied.

We recommend using an appropriate delivery service and retaining proof of postage when returning a product.

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 or enhanced delivery services selected by the customer may not be refundable beyond the cost of our least-expensive standard delivery service.

Your bank or payment provider may require additional time to display a processed refund in your account.

Business and trade purchases

The change-of-mind provisions above primarily describe purchases made by consumers. Business and trade customers may have different contractual cancellation and return rights.

Nothing in this policy limits applicable rights or remedies relating to faulty, misdescribed or incorrectly supplied goods.

Return contact details

Email: support@clinicsupply.com

Please contact us before sending a return so that we can provide the correct return instructions and address.