Refund policy
ZEDMED-UK - Return and Refund Policy:
Effective Date: 29 September 2025
1. Our Commitment:
At ZEDMED-UK LTD, we are committed to providing our customers with high-quality medical consumables. We understand that there may be occasions when you need to return a product. This policy outlines your rights and our procedures for returns and refunds, with special attention to the sensitive nature of medical products.
Our policy is designed to comply with UK legislation, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
2. Your Right to Cancel ("Cooling-Off Period"):
For most products purchased online, you have a legal right to change your mind within 14 days and receive a refund. This is not applicable to all sterile and diagnostics products due to health and hygiene reasons.
Please Note: We will not accept the return of any unsealed medical items after delivery due to health and hygiene reasons. This does not effect your statutory consumer rights.
2.1) Timeframe: You have 14 days after the day you (or someone you nominate) receive the goods to notify us that you wish to cancel your order.
2.2) Condition of Goods: To be eligible for a refund under the cooling-off period, items must be returned in a resalable condition. This means the product must be:
2.2.1) Unopened and unused.
2.2.2) In its original, undamaged packaging.
2.2.3) With any hygiene seals or sterile packaging intact.
2.3) Hygiene Exception: Due to the nature of medical consumables, the right to cancel does not apply on all our sterile and diagnostics products if the item's hygiene seal or sterile packaging has been broken or tampered with. This is for health protection and hygiene reasons. We cannot accept returns of items that have been opened, used, or are no longer in a sterile condition, unless they are faulty.
2.4) Return Costs: You are responsible for the cost of returning the item to us if you are cancelling because you have changed your mind or any other reason(s):
2.4.1) A flat handling fee including all applicable taxes of £24.99 will be applied on case of medical furniture irrespective of any reason unless you receive it faulty.
3. Faulty, Damaged, or Incorrectly Sent Goods:
Your statutory rights under the Consumer Rights Act 2015 state that goods must be as described, fit for purpose, and of satisfactory quality.
3.1) Timeframe: If you receive an item that is faulty, damaged in transit, or not what you ordered, please contact our Customer Service team at "customer.services@zedmed.co.uk" as soon as possible, and preferably within 30 days of receipt. Please take different and as many photos as possible of interior and exterior packaging so that it can help in identifying the root cause.
3.2) Procedure:
3.2.1) Contact us with your order number, a description of the issue, and photographic evidence if possible of all internal and external packaging
3.2.2) We will provide you with instructions for returning the item.
3.2.3) For faulty, damaged, or incorrect items, we will cover the cost of reasonable return postage.
3.3) Resolution: Upon receiving and inspecting the returned item, we will offer you one of the following options:
3.3.1) A full refund (including any original delivery charges [Not applicable if you have asked us to provide the return label]).
3.3.2) A direct replacement.
4. Non-Returnable Items:
4.1) For health, safety, and legal reasons, we cannot accept returns for the following items unless they are faulty:
4.1.1) Products with a broken hygiene seal: Any sterile or sealed product that has been opened (e.g., dressings, sterile gloves, catheters, syringes).
4.1.2) Prescription-only medicines and products: Once dispensed, these items cannot be returned for a refund.
4.1.3) Custom-made or personalised products: Any item made to your specific requirements.
4.1.4) Products with a short expiry date: Items that are liable to deteriorate or expire rapidly.
4.1.5) Products marked as "Final Sale" or "Non-Returnable".
5. How to Initiate a Return:
5.1) Contact Us First: Please do not send items back without first contacting our Customer Service team. We will provide you with a Returns Label with the correct return address.
5.1.1) Email: customer.services@zedmed.co.uk
5.1.2) Phone: +44 7961 262 261
5.1.3) Return Address: ZEDMED-UK LTD Unit No: 60, John Wilson Business Park, Harvey Drive, Whitstable, CT5 3QT. Kent. England. United Kingdom.
5.2) Please have your order number ready and share it all communication.
5.2.1) Package Your Return: Securely package the item in its original packaging. Please include your name, order number, and RAN inside the parcel to help us process your return quickly.
5.2.2) Send the Item: We recommend using a tracked and insured delivery service for your return. You are responsible for the item until it is received by us. Please retain your proof of postage.
6. Processing Your Refund:
6.1) Inspection: All returned items will be inspected upon arrival at our warehouse to ensure they meet the conditions outlined in this policy.
6.2) Timescale: Once your return is received and approved, we will process your refund within 14 days.
6.3) Refund Method: Refunds will be credited to the original method of payment (e.g., the credit/debit card used for the purchase).
6.4) Deductions:
6.4.1) For "change of mind" or "too close expiry date" returns, we do not refund the original delivery cost as it will be the responsibility of customer to check the expiry dates of all our products before making a purchase as we guarantee that we will not ship any product that has passed the shelf life.
6.4.2) We reserve the right to make a deduction from your refund for any loss in value of the goods supplied, if the loss is the result of unnecessary handling by you (e.g., damaging the packaging).
7. Exchanges:
The most efficient way to exchange a product is to return the original item for a full refund (as per the policy above) and place a new order for the item you require.
8. Your Statutory Rights:
This Return and Refund Policy does not affect your statutory rights. For more information about your legal rights, please visit the Citizens Advice website or contact them on 0808 223 1133.
9. Contact Information:
For any questions regarding this policy or a specific return, please contact our Customer Service team on any of contact methods below:
By Post: ZEDMED-UK LTD: Unit No: 60, John Wilson Business Park, Harvey Drive, Whitstable, CT5 3QT. Kent. England. United Kingdom.
By Email: customer.services@zedmed.co.uk
By Phone: +44 7961262261
Hours: Open 24 x 7 (unless stated other wise)