Delivery & Returns

At UKMedicalDirect.com, our mission is to deliver your medical supplies and medical equipment as quickly as possible in perfect condition.

Delivery Service & Charges

UK Mainland: Express Delivery Service - Free on all orders over £100
A delivery charge of £6.95 will be applied to orders under £100.00 for delivery to a UK Mainland address.

UK Mainland: Express Delivery Service - Free on all orders over £100
A delivery charge of £10.95 will be applied to orders under £100.00 for delivery to an Isle of Wight address.

Northern Ireland: Up to 3 Working Day Delivery Service - Free on all orders over £150
A delivery charge of £10.95 will be applied to orders under £150.00 for delivery to a Northern Ireland address.

Remote Areas

Scottish Highlands and Isle Of Man:  3 - 5 Working Day Delivery Service- Free on all orders over £200
A delivery charge of £10.95 will be applied to orders under £200.00 for delivery to a Scottish Highland or Isle Of Man address.

Scilly Isles: 3 - 7 Working Day Delivery Service- Free on all orders over £200
A delivery charge of £10.95 will be applied to orders under £200.00 for delivery to the Scilly Isles.

Scottish Offshore Islands: 3 - 7 Working Day Delivery Service- Free on all orders over £300
A delivery charge of £24.95 will be applied to orders under £300.00 for delivery to a Scottish Offshore Island address.

Channel Islands: 1 - 3 Working Day Delivery Service- Free on all orders over £250
A delivery charge of £34.95 will be applied to orders under £250.00 for delivery to the Channel Islands.

Export

Southern Ireland: 4 - 5 Working Day Delivery Service - £30.00
A delivery charge of £30.00 will be applied to all orders for delivery to a Southern Ireland address.

Europe: £24.99 unless specified otherwise

BULK ITEM SURCHARGE -

Carriage charges apply to orders weighing up to 30KG packed in a rigid cardboard carton up to 18x18x18 inches, regardless of the monetary value. If an order consists of bulk items [paper products - couch rolls, toilet tissue, hand towels etc; bulk gloves' orders, pulp and plastic holloware, low cost surgical items and dressing packs, purified water etc]  which would increase the volumetric weight of the consignment the cost of the delivery will be surcharged by the courier. UKMedicalDirect.com will charge the customer to cover the extras charged by the courier company. The customer will be informed about this extra cost before dispatching the order.

 *If you are part of a group with contracted prices then your free delivery thresholds and charges may differ from those listed above.

 

Additional Delivery Charges

Some direct send products may be liable to additional delivery charges, these will be clearly stated in the products description where there will be a link to a full breakdown of any additional charges which may apply.

Delivery Terms

Please note we cannot accept delivery to PO Box addresses and recipient telephone number (mobile number is preferred) must be provided with each order. If delivery is unsuccessful due to an incorrect address given to UKMedicalDirect.com, the delivery costs shall be passed onto the customer.

Any time or date stated for delivery is an estimate only, UKMedicalDirect.com make every effort to dispatch goods on time and for our courier to deliver within the agreed service timescales, however we do not accept liability for failure to deliver within the stated time. All damages and/or shortages must be notified to UKMedicalDirect.com within 5 working days from receipt of order, UKMedicalDirect.com do not accept liability for damages or shortages notified after this time. Deliveries are made Monday – Friday (Excluding Bank Holidays) between the hours of 8am and 6pm, please note that we are unable to specify a delivery time. A signature will be required upon receipt of the goods, if no one is available then a card will be left for you to re-arrange delivery with the courier.

Upon taking delivery of the order please ensure that the order is checked for damages and shortages before signing for the consignment, all damages or shortages must be notified to the courier and noted on the delivery note before signing. With parcel deliveries please check that you sign for the number of parcels that have been delivered. Upon signing for the consignment the risk of damages and shortages passes to you the customer.

Couriers are contracted to deliver to your reception point.

If your order has not arrived within 3 working days of your expected delivery date it is recommended that you notify us so that we can investigate. Missing orders must be notified to UKMedicalDirect.com within 10 working days from the date of invoice, Brosch do not accept liability for missing orders notified after this time.

Customers are required to notify Brosch Direct of their intention to return faulty, incorrect or unwanted goods for refund, credit or replacement within 10 working days from date of delivery. Claims against equipment carrying a warranty can be made up until the warranty expires.

The delivery expectation for medical supplies on our website is specified on the product page of that particular medical supply. Where a delivery expectation is not stated, we will dispatch the goods as quickly as possible, normally within 24 to 48 hours on working days, so that you receive your medical supplies promptly.

If you would like up-to-the-minute delivery information on your medical supplies order, please call our Customer Care Team on or email us on cs@UKMedicalDirect.com who will be able to give you further tracking information or progress details for your order.

Alternatively, please send us an email using the form below and a member of our Customer Care Team will respond to you personally as soon as they can:

Stock Availability

Some of the products displayed on the site may not be in Stock when you order them. We do not stock items which sell very irregularly, expensive medical equipment, refrigerators, furniture and other high value items. We have arrangements with our suppliers and manufacturers who will either deliver the product, within a few days to you directly from their warehouse or deliver it to us. We will keep you informed about the progress of your order. Items which are in stock in our warehouse are typically delivered in a reasonable time.  In our experience, our delivery partners do a great job and we rarely have delivery problems.

 

We strongly suggest that you contact us for estimated delivery times of each product, as we cannot guarantee stock on every product that we sell on the website.

Our warehouse facilities are limited in space so it's impossible to keep stock of every item. If you have any questions about delivery times for any product please do not hesitate to speak to one of us to provide you with a clearer understanding of how long the product will take to reach you. Please send your enquiry to our email address cs@UKMedicalDirect.com

If any product is unavailable from us or our supplier we try our best to indicate this on the affected products or contact you via email of phone call to advise of any ETA's.

Any orders that are outside mainland UK may incur additional costs. This additional cost may not appear in the shopping basket. For the purpose of delivery by UKMedicalDirect.com will be considered as any address in England, Wales and Scotland, but excluding the Scottish Highlands and Islands as describred by UPS on their website.  The additional cost will be advised to the Customer prior to the Order being despatched. Bulk Item Surcharge will apply.

Goods shipped directly from suppliers may be subject to additional carriage charges. Any additional charges will be advised prior to the Order being despatched to the Customer.

Part deliveries

If for any reason we have to put an item on back order, and deliver your order in separate consignments, we will only charge you for one delivery.

Tracking

All orders sent will have a tracking number which is available in the My Accounts area. Note that some tracking information for the smaller packages may not be available until the package has been delivered.

Other information

We use reputable courier companies to deliver your order. To comply with MHRA regulations and for security reasons, all our parcels have to be signed for by the recipient. Our trained staff will pack your order securely to withstand any rough handling in transit. But once the parcel leaves our premises we have no control as to when it will be delivered and in what condition.

RETURNS

For returns of faulty or incorrect goods the following conditions must be met:

• All returns must be arranged and authorized by UKMedicalDirect.com, goods returned without UKMedicalDirect.com authorization will not be processed.
• Collection of goods will be organised by UKMedicalDirect.com through an authorized courier. We are able to specify a collection day but not a time, it is the customers responsibility to ensure that someone is present at the collection address when the courier arrives, failure to do so may result in an additional collection charge. UKMedicalDirect.com does not accept liability for goods damaged in transit if it is deemed that they have not been packaged sufficiently or securely. It is the customers responsibility to ensure that returns are packaged adequately to prevent damage occurring.
• The goods are customer responsibility until they reach our warehouse. Customers need to ensure that pack the return items safely to prevent any damage to the products or boxes
• Customers are able to return goods through their own courier at their own expense however UKMedicalDirect.com accepts no responsibility for damages or loss.
• Refunds and credit will only be issued once the goods have been returned to us and have been checked to ensure the conditions have been met. Refunds and credits can take up to 10 working days to be applied from the date of the goods being collected.

For returns of faulty goods the following terms apply:

• On receipt of the returned faulty goods we will test the product/s to identify the fault which has been notified. If following the testing process the product is found to be without defect, we will return the goods to you. You will be liable for a re-delivery charge and a collection charge if the original collection of the goods was organised through our authorized courier.
• Goods found to be faulty will be refunded or credited.

For returns of incorrect goods the following terms apply:

• Goods must be returned in their original condition and packaging, customers will be liable for the cost of the goods if they are not returned in this condition.

For returns of unwanted goods the following terms apply:

• Customers are to return goods through their own courier at their own expense however UKMedicalDirect.com accepts no responsibility for damages or loss.
• Returns of non-faulty goods will only be accepted at the sole discretion of and with the prior written permission of the Company.
• The goods are customer responsibility until they reach our warehouse. Customers need to ensure that pack the return items safely to prevent any damage to the products or boxes
• We reserve the right to also charge a 20% restocking charge.
• Clearance lines, single use products and workwear garments that have been personalised with embroidery or heat-seal are non-returnable.
• Products bought in as specials upon request are non-returnable.
• Goods must be returned in their original condition and packaging, customers will be liable for the cost of the goods if they are not returned in this condition.

Special Order Returns Policy

Special Order items are exempt from our standard returns policy. Unwanted / damaged items must be notified to UKMedicalDirect.com within 10 working days from receipt of goods. Unwanted goods will be liable to a collection charge and a 20% restocking charge.

It is the customer’s responsibility to ensure that they have read through the full returns policy before committing to purchase. By purchasing the product the customer is confirming that they have read and agreed to the returns policy applicable to that product.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

 

Unwanted Or Unsuitable Products - Exchanges and Refunds

We want you to be happy every time you shop with us at UKMedicalDirect.com, but sometimes a product might not be what you were expecting or just isn't right. 

You may wish to return your product for an exchange or a refund. That's no problem at all, but first we need to give you a returns authorisation number. This helps us process your return as quickly as possible. Without this number, it may be more difficult for the UKMedicalDirect.com returns team to process your return.

Items must be unused and in their original packaging, capable of resale.

Please do not send items back unless you have been given your returns authorisation number and the return address details as some items may need to be sent directly back to the manufacturer.

We cannot refund or exchange items not in a resellable condition unless they are faulty. Even if the item is sent to you in error, please do not open or breach the packaging, and inform a member of our Customer Care Team as quickly as possible.

When sending an item back to us, it is sent back at your risk until we receive it. We therefore recommend that you send the item back to us using a tracked service with adequate insurance or cover for loss and/or damage to the product. Please use adequate packaging to protect the product. You are responsible for the product until it arrives back with us. 

How Is The 14 Day Returns Period Calculated - Am I Outside Of This Period?

The calculation of the 14 days includes all days (working or otherwise) from Monday to Sunday.

The cancellation or cooling off period begins to run depending upon when you receive your goods. 

Where goods are delivered in one delivery, the end of the cooling off period is 14 days after the day on which the goods came into your physical possession.

Where you have ordered multiple goods in one order but the goods are delivered on different days, the end of the cooling off period is 14 days after the day on which the last good came into your physical possession.

Where you have ordered goods consisting of multiple parts delivered on different days, the end of the cooling off period is 14 days after the day on which the last of the pieces came into your physical possession.

Where you are receiving a regular delivery of goods during a defined period of more than one day, the cooling off period ends 14 days after the day on which the first of the goods came into your possession.

You must inform us of your wish to cancel within this period. If you declare that you would like to cancel your order outside of this cooling off period, you will be not be able to return or exchange your goods.

Is There A Restocking Fee?

UKMedicalDirect.com reserves the right to charge a 20% restocking fee at its sole discretion for items returned to us as unsuitable (where the item is not faulty and/or has not been sent in error). If you would like to check whether a restocking fee will apply to your return, please contact our Customer Services Team.

Duplicate Or Incorrect Item

Our dispatch and packing team always do their best to ensure your product reaches you as quickly as possible. In the unlikely event that you receive a duplicate or incorrect item as a result of our error, please let us know immediately and we can make arrangements for returning or collecting the item from you.

A Handy Returns Checklist 

Here's a handy returns checklist to help make sure you have everything you need before returning your item:

• Contact us to get your returns authorisation number and the address to return your item to
• Include a brief note with your item with the following details
  • Returns authorisation number
  • Name
  • Contact details
  • Order number (e.g MED123456)
  • The reason for returning the goods
• Package your item securely to avoid damage
• Send the package back with adequate insurance to the address provided by our UKMedicalDirect.com Customer Care Team
• Retain your proof of posting
• Wait for your refund or exchange.

Are Any Items Excluded From The UKMedicalDirect.com Returns Policy?

Yes; certain items are non returnable and non refundable on grounds of hygiene, on grounds of being perishable, or due to their expiry date. We are therefore unable to offer an exchange or refund on these products. Examples of products that are non refundable or non exchangeable include any medical supplies that are supplied sealed and are unsealed, medical gloves that have been opened or surgical gloves that have been opened, sterile syringes, sterile tubing and sterile or sealed surgical instruments. This list is not exhaustive.

Do You Test Faulty Items?

Yes, we test every single return. If a returned item is found not to be faulty by our UKMedicalDirect.com Customer Response Team we will return the item to you and you will be liable for the postage. Postage costs will vary depending on the size and weight of the item.

If you are unsure if an item is faulty, please call us on 020 7501 0593 as we may be able to help you to fix the problem.

Items Returned To Us Without a Returns Authorisation Number

If an item is returned to us without a returns authorisation number, this can significantly lengthen the time it takes to process a return. If the item has been sent to the incorrect returns address, this may incur forwarding costs to the correct returns address which may be chargeable to you at our discretion. This can be avoided by following our returns procedure and obtaining a returns authorisation number along with the correct returns address. If an item is sent to us outside of the returns policy timescale, and is therefore not eligible for a refund or credit, a £5 administration fee may be charged for processing the invalid return and the full postage costs, including packing and VAT, will be charged to return the item back to you. 

Items Returned To Us Not Purchased From UKMedicalDirect.com

It does happen! If an item is returned to us that has not been purchased from UKMedicalDirect.com, but has instead been purchased from another retailer, no refund or exchange of the item can be made. UKMedicalDirect.com reserves the right to charge an administration fee for processing the incorrectly returned item, as well as the postage fee for returning the item to the sender. UKMedicalDirect.com will contact the sender (if details have been provided) to make them aware of the incorrectly returned item. This situation can be avoided by checking where the item was purchased. If you are unsure of where you purchased the item, please contact our Customer Care Team and we will be able to check our system to ascertain whether or not the order was placed with UKMedicalDirect.com.

14 Day Returns Policy

You have 14 days from the date of receiving your product to inform us of your wish to return an item. This timescale is strictly 14 days. We are unable to accept returns outside of 14 days unless faulty. Items outside of 14 days from date of receipt cannot be exchanged or refunded.