This Returns Policy applies to all purchases from Medulla Supplies Ltd unless stated otherwise. Conditions differ for Customer and Trade Accounts. Please review the relevant section before requesting a return.
General Returns Conditions (All Accounts)
- The following conditions apply to all returns unless stated otherwise:
- Returned goods must be in their original packaging and in resalable condition.
- Resalable condition means items must be unused, unopened, with all original seals, labels, and packaging intact. Opened, partially used, or incomplete items will not be accepted unless faulty.
- Obtain a Return Reference Number before sending any item back. Returns without one may be rejected or delayed.
- You are responsible for return shipping unless the item is faulty or the error is ours. In those cases, we will, at our discretion, reimburse reasonable postage costs.
- Returned items remain your responsibility until we receive and inspect them. We are not liable for items lost or damaged in transit.
We may refuse returns that do not meet these conditions.
Items Not Eligible for Return (All Accounts)
- We cannot accept returns for fridge lines or products that require temperature-controlled storage.
- We cannot accept returns for custom-made or made-to-order items.
- We cannot accept items of a sanitary or clinical nature, such as needles, syringes, and nebulisers.
- Opened or partially used packs, including split boxes or loose units, are not accepted for return unless they are faulty or supplied incorrectly.
Customer Accounts
If you have a customer account and purchase through our website, you may request a return in the following situations:
- Acceptable Reasons for Return
- The product arrives faulty or damaged.
- If the product is incorrect due to a picking error or misinformation, report this within 7 days of delivery.
- The product does not meet your expectations or requirements.
Trade Accounts
Trade account holders are subject to stricter conditions that reflect the requirements of B2B supply.
- Inspect orders immediately upon delivery. Report any damages, shortages, or discrepancies by email within 3 working days.
- Claims after this period may not be accepted.
- Returns for incorrectly ordered items are not guaranteed.
- Orders cannot be cancelled once they have been processed or dispatched.
- Returned goods must be unused, in original packaging, and in resalable condition. A restocking fee may apply if items cannot be resold.
- Partial returns or opened packs are not accepted unless agreed in advance.
- Failed or refused deliveries returned to us may incur extra delivery charges if resent. If the delivery fails or is cancelled, an additional fee may be charged.
How to Initiate a Return
To return an item, email our team at
[email protected] and include your Order Reference Number (it usually starts with #). If we approve your return, we will provide you with a Return Reference Number. Approved refunds will be processed within 7 working days of receipt and inspection of the returned item and will be issued to the original payment method.
Trade account - Register HERE