Returns Policy

This Returns Policy applies to orders placed through www.medullasupplies.co.uk and covers 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.

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General Returns Conditions (All Accounts)

• Returned goods must be unused, unopened, in their original packaging, and in resalable condition.
• Resalable condition means items must be returned with all original seals, labels, and packaging intact. Opened, partially used, or incomplete items will not be accepted unless faulty.
• Returns must not be sent without prior approval. To initiate a return, please contact [email protected] with your Order Reference Number. Once approved, we will provide a Return Reference Number and return instructions including the return address.
• Returned items remain your responsibility until received and inspected by us. We recommend using a tracked delivery service as we are not liable for items lost or damaged in transit.

We reserve the right to refuse returns that do not meet the conditions outlined in this policy.

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Items Not Eligible for Return (All Accounts)

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We cannot accept returns for:

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• Fridge lines or products requiring temperature controlled storage
• Custom made or made to order items
• Items of a sanitary or clinical nature such as needles, syringes, or nebulisers
• Opened or partially used packs including split boxes or loose units unless faulty or supplied incorrectly

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Customer Accounts

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Customer account holders may request a return within 14 days of delivery in the following circumstances:

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1. The product arrives faulty or damaged
2. The product is incorrect due to a picking error or misinformation
3. The product is no longer required or does not meet expectations

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Return shipping costs are the responsibility of the customer unless the item is faulty or supplied incorrectly. Original delivery charges are non refundable unless the item is faulty or supplied incorrectly. Faulty or damaged items may be replaced or refunded following inspection.

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Trade Accounts

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Trade account holders are subject to stricter conditions that reflect the requirements of B2B supply.

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• Orders must be inspected immediately upon delivery. Any damages, shortages, or discrepancies must be reported within 3 working days of receipt.
• Claims made after this period may not be accepted.
• Returns for incorrectly ordered items are not guaranteed and may be refused.
• Orders cannot be cancelled once processed or dispatched.
• Returned goods must be unused, unopened, in original packaging, and in resalable condition. A restocking fee may apply where items cannot be resold as new.
• Partial returns or opened packs are not accepted unless agreed in advance.
• Failed or refused deliveries returned to us may incur additional delivery charges if re sent.

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Refunds

Approved refunds will be issued to the original payment method used at checkout within 7 working days of receiving and inspecting the returned item. Please note that it may take an additional 3 to 5 working days for your bank or card provider to process the refund once issued.