Refund & Returns Policy

Please notify us of any discrepancies or damaged goods within 7 days from the date of delivery. In case you may wish to return or exchange items (unwanted, faulty or damaged) you can find details of how to return or exchange below.

Returns

  • You can return all goods for an exchange or receive a refund if you do so within 28 days from the date of delivery. All items must be returned with a Returns Authorization Number (RAN), details of how to obtain one are contained below. Please note that the goods must be returned in their original condition and with all packaging intact.
  • We request that all goods are returned within 7 working days of the date of your request for a Returns Authorization Number.
  • If the goods delivered are defective, incorrectly supplied, or have been damaged in transit, then we will either exchange the goods free of charge or give you a full refund including delivery costs, provided the goods are returned to us within 7 working days of arranging a Returns Authorization Number.
  • We will only authorize the return of goods that are unused, in their original packaging, and in a condition suitable for resale.  This will not include chemicals or diagnostics, refrigerated or frozen products, or any other form of perishable goods.
  • Unwanted items can be returned as you have the right to change your mind and cancel your order within 7 working days of receiving the goods. Outside this period, Standard Medical Supplies Co Ltd reserves the right to levy charges for restocking and/or handling and/or administration and/or shipping where the returned item is deemed by Standard Medical Supplies Co Ltd to be correctly supplied and free from defect. The restocking charge for standard stocked items is 20%, goods, and items that are not standard stock items and are purchased by Standard Medical Supplies Co Ltd from its own supplier for resale to the Customer, Standard Medical Supplies Co Ltd does not permit the Customer to cancel unless Standard Medical Supplies Co Ltd is able to cancel its order with its own supplier, in which case the Customer will be responsible for payment of the Supplier’s administration charges of an amount to be specified by the Supplier [to include any re-stocking charges of Standard Medical Supplies Co Ltd’s own suppliers]; and/or any goods or products which are made [or adapted] to the Customer’s own specification, Standard Medical Supplies Co Ltd will not permit the Customer to cancel a Contract for the supply of these items. Customers shall be advised of this or any charge prior to any return.
  • Standard Medical Supplies Co Ltd will not accept returns for any non-faulty items which are not in their original and re-sellable condition.
  • Standard Medical Supplies Co Ltd will not accept returns for any goods after 28 working days from the date of delivery.
  • Please ensure you have read and understood thoroughly ‘How to return or exchange an item’ below before returning goods.

Exchanges

  • All exchanges are offered subject to product availability and the customer will incur any shipping costs for such exchanges.
  • Exchanged items will only be dispatched after the returned goods have been received and undergone a quality control check.
  • Please ensure you have read and understood thoroughly ‘How to return or exchange an item’ below before exchanging goods

How to return or exchange an item:

  • In order to facilitate the return of your items you must contact us first, either by phone or e-mail in order to inform us of your intentions and to obtain a Returns Authorization Number (RAN). This must be done within 28 working days from the date of delivery. We reserve the right to refuse returns if this procedure is not followed.
  • We will advise you whether we will collect the goods or whether we expect you to send the goods back to us at your own cost.
  • Please ensure that you enclose a copy of your invoice or a copy of your delivery note with the items you are returning along with a note giving the reason for the return or the exchange. Please then wrap the package safely & securely to be ready for return.
  • The Return Authorization Number should be written on the parcel, on your enclosed paperwork or on the return-shipping label.
  • For your protection we strongly recommend that you use a recorded-delivery service or a courier that will offer proof of delivery. Proof of posting is not proof of receipt and all goods remain the responsibility of the customer until they are received back by Standard Medical Supplies Co Ltd.

Refunds:

  • All items must be returned to us following these guidelines above before a refund or replacement is issued.
  • Refunds to you will normally be made within 30 working days of the date of cancellation notice. We will issue a credit note and the refund will go back into your account. If you paid us via Credit/Debit card, Mobile Money, Easy Pay or Bank transfer we will refund back through the mode of payment that was initially used in the transaction the refund applies to.
  • Your refund will not be in full if you cancel your order after 7 working days of receiving your goods. In the case of receiving faulty goods or cancellations within 7 working days of receiving the goods you will receive a full refund (please see above explanations).

This Delivery & Returns policy does not affect your statutory rights as a consumer.

If you have any further questions on our Returns Policy, please contact us by phone, or e-mail.