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Delivery, Shipping, Returns and Refunds

Delivery Charges

Our delivery charges (exc. VAT) are as below:

Orders placed before 1pm Monday to Friday (working days) will be picked, packed and leave our warehouse the next working day. E.g. an item ordered before 1pm on a Tuesday will leave our warehouse the next working day (which would be a Wednesday unless it was a public holiday); an order placed on a Friday after 1pm will leave our warehouse on the following Monday unless that Monday falls on a public holiday; if this were the case, the order would be despatched on the next working day.

For orders delivered on a pallet, the cut-off time for same day dispatch is 11am.

Please note: Our next working day delivery service is available for UK mainland deliveries only; next working day delivery is therefore not available for the following postcodes.

Please note: ‘Working days’ do not include weekends or bank holidays. While we do our best to meet these delivery timeframes, during busy periods there may sometimes be changes and deliveries may take longer. There may also be situations, (including, but not limited to, poor weather conditions, customs delays, local postal delays and technical updates) which result in longer delivery times. Please, therefore, check your tracking information for any changes and updates or check the status of your order on our Tracking Status page. Further information can be found in the terms & conditions section of our website. Thank you.



Cancelling an Order
Once you have placed an order with us, we aim to process, pick and pack your order for prompt dispatch. If you need to amend your order, please get in touch with us here without delay and we will try to accommodate your request if possible. However, please note that once the order has been dispatched, we will not be able to make any amendments to it.

If you are unhappy with your item(s) or no longer require them, you are welcome to send them back to us for a full refund within 14 days of the delivery date. If you need further information, please view our returns policy below or view the terms & conditions section of our website.



Returning an Item
Contact us if you wish to return your item(s). Include the return note in the parcel, secure the parcel and ensure the returned goods are in unused, sealed and intact condition. Use our return label if you are provided with one.

We ask that you obtain proof of postage and do not dispose of this until your return has been accepted.

Once your return has been received, we’ll send an email to notify you that we’ve received your return and will confirm approval or rejection of your refund. Please note, UK returns can take up to 14 days to reach us. If your refund has been approved, this will then be processed and the credit will automatically be applied to your original payment method within 5 working days. If you have requested an exchange, please allow 7-10 days for this to be processed and your exchanged item(s) to be sent out to you. Further information can be found in the terms & conditions section of our website. Thank you.


Refunds Policy – Your Cancellation rights
You need to write to us if you wish to cancel your order prior to fulfilment. We are not under any obligation to fulfil the cancellation.

You have the right to cancel your order up to 14 calendar days after the day you receive your goods (with the exception of any made-to-order items).

You need to contact us to obtain authorisation to return any goods. Goods returned without prior authorisation will not be credited to your account. We reserve the right, at our discretion, to charge you 20% of the full price of the order to cover costs that were incurred as a result of an error made by you while ordering.

Once you have received return authorisation, you must return all products unused and as originally delivered within 14 days. Unless faulty, sealed goods which have been opened cannot be refunded or exchanged.

If you have received the goods before you cancel your contract, then you must send the goods back to our contact address at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery, you should not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk as soon as possible.

Once you have notified us that you are cancelling your contract, and we have either received the goods back or, if earlier, received evidence that you have sent the goods back, we will refund any sum debited by us from your credit or debit card within 14 calendar days.

We may make a deduction from your refund for any loss in the value of the goods supplied if the loss is the result of unnecessary handling by you (for example using or wearing the goods prior to cancellation).

Cancellation by us
We reserve the right not to process your order if:

  1. We have insufficient stock to deliver the goods you have ordered;
  2. We do not deliver to your area; or
  3. One or more of the goods you ordered was listed at an incorrect price due to a typographical error or an error in the pricing information received by us from our suppliers.

If we do not process your order for the above reasons, we will notify you by e-mail and will re-credit to your account any sum deducted by us from your credit/debit card as soon as possible, but in any event within 14 days.


If there is a problem with the goods
If you have any questions or complaints about the goods, please contact us. You can do so at sales@muzamedical.co.uk.