Returns Policy

Consumer change-of-mind returns

If you buy as a consumer online, you can normally cancel within 14 days after the day you receive your goods. For an order delivered in separate parts, the cancellation period normally runs from receipt of the last item. Tell us clearly that you wish to cancel by email or post, including your name and order number. You then have a further 14 days to send the goods back.

You are responsible for the direct return postage for a change-of-mind cancellation unless we agree otherwise. You may handle goods as you would in a shop to establish their nature, characteristics and functioning. We may deduct for loss in value caused by handling beyond this.

Refunds

For a valid consumer cancellation, we refund the goods and the cost of our least expensive standard outbound delivery option. Any extra amount paid for an upgraded delivery service is not refundable. Refunds use the original payment method, without a refund fee, within 14 calendar days after we receive the returned goods or evidence that you sent them back, whichever is earlier.

Sealed health and hygiene goods

The change-of-mind cancellation right does not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once they have been unsealed after delivery. This is not a blanket exclusion of all medical or sterile products, and it does not remove your rights where goods are faulty, misdescribed or otherwise fail to meet your statutory rights. Made-to-order goods are only excluded where a legal exception applies, such as goods made to your specifications or clearly personalised.

Faulty, damaged or incorrect goods

Goods must be of satisfactory quality, fit for purpose and as described. Consumers normally have a 30-day short-term right to reject goods that breach these requirements. Other remedies, including repair, replacement or refund, may apply after this period. A request to report transit damage promptly does not impose a 7-day limit on your legal rights. Contact us so we can arrange an appropriate remedy and cover reasonable return costs where required.

How to return an item

Email us with your order number, the item and your reason for returning it. Our returns address is Excel Med Supplies, 2 Park Place, Robey Close, Linby, Nottingham, NG15 8AA. Please package goods securely and retain proof of posting. Contacting us for instructions helps us identify your return; it does not make a valid statutory cancellation dependent on our permission.

Business purchases

Consumer change-of-mind cancellation rights do not normally apply to business purchases. Contact us to discuss a business return and any terms agreed for your order. Nothing in this policy excludes rights or liability that cannot lawfully be excluded.

Excel Med Supplies
2 Park Place, Robey Close, Linby, Nottingham, NG15 8AA

Telephone: 0115 778 8888
Email: sales@excelmed.co.uk
Website: excelmed.co.uk