Returns Policy

Introduction
At Excel Med Supplies, we are committed to ensuring that our customers receive safe, high-quality medical products and equipment. We recognise the importance of reliability and transparency when handling returns and strive to make the process clear, fair, and compliant with applicable regulations. This policy applies to hospitals, ambulance services, care homes, private ambulance providers, and members of the public.

Eligibility for Returns
Returns will only be accepted in the following cases:
• Damaged or faulty products reported within 7 days.
• Incorrect items supplied due to our error.
• Certain non-sterile, non-medical equipment may be returned within 14 days if unused and in resaleable condition.

Non-Returnable Items
The following items cannot be returned unless faulty:
• Sterile items or those unsealed after delivery.
• Single-use medical consumables.
• Medicines, pharmaceuticals, or diagnostic kits.
• Customised, special-order, or personalised items.
• Items damaged due to misuse or improper storage.

Process for Returns
Steps to request a return:
1. Notify Customer Service at returns@excelmedsupplies.co.uk or 01157788888 with order details.
2. Obtain a Return Authorisation Number (RAN).
3. Package goods securely for return.
4. Returned items are inspected, and if approved, replacement, credit, or refund is processed within 14 working days.

Return Costs
• Faulty or incorrect items: We cover collection costs.
• Customer-initiated returns: Customer pays return shipping, unless agreed otherwise.

Refunds & Credits
• Refunds processed via original payment method.
• Business accounts may receive credit notes.
• Refunds issued only after inspection approval.

Warranty Returns (Equipment)
Medical equipment is covered by the manufacturer’s warranty. Claims must follow the
manufacturer’s process. We assist customers in liaising with manufacturers where required.

Compliance & Safety
All returns are managed in line with:
• MHRA guidelines
• Consumer Rights Act 2015
• Consumer Contracts Regulations 2013

Contact Details
Excel Med Supplies
2 Park Place, Robey Close, NG15 8AA
Tel: 01157788888
Email: returns@excelmedsupplies.co.uk
Website: www.ExcelMedSupplies.co.u