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Delivery, Cancellations and Returns

Delivery Charges

The Shipping Calculator at the basket and checkout will detail the available postage options which are based on a combination of basket value, weight, delivery postcode and packaging dimensions.

Our delivery options and charges (exc. VAT) are:

  • 3-5 working days: £3.99
  • 1-3 working days: £4.99
  • Next working day: £9.99
  • Orders over £300 (exc VAT & final total after discount) qualify for free 3-5 working day delivery*
  • Free shipping is available on selected products

Orders placed before 1 pm Monday to Friday will be picked, packed and leave our warehouse on the same day.

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

*Working days are Monday to Friday and do not include weekends or bank holidays.

For example, an item ordered before 1 pm on a Tuesday will leave our warehouse on the same day. An order placed on a Friday after 1 pm will leave our warehouse on the following Monday. If the Monday is a public holiday, i.e., a bank holiday, then the order will be dispatched on Tuesday, this being the next working day.

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

Please note: While we will endeavour to meet the stated delivery time frames,  busy periods may on occasion lead to deliveries taking a little longer than stated.

There may also be certain situations (including, but not limited to, poor weather conditions, customs delays, local postal delays and technical updates) that result in longer delivery times.

Please visit the Tracking Status page to check for any changes and updates and  the status of your order. Further information can be found within the Terms & Conditions section of our website. 

Cancelling an Order

Once you have placed an order, we aim to process, pick and pack this ready for prompt dispatch. If you wish to amend the order, please contact us here without delay and we will try to accommodate your request if possible. However, please note no amendments can be made to an order once it has been dispatched.

If you are unhappy with your item(s) or no longer require them, you are welcome to return them for a full refund within 14 days of the delivery date. For further information, please refer to our returns policy below or visit the Terms &  Conditions section of our website.

Returning an Item

Contact us if you wish to return your item(s). Once authorisation has been received to do so, ensure the returned goods are in an unused, sealed and intact condition, enclose the returns note and secure the parcel. Use our returns label if provided.

We ask that you obtain proof of postage and retain this until your return has been accepted.

When your return parcel has been received, an email will be sent to notify you of this which will also confirm approval or rejection of your refund. Please note, UK returns can take up to 14 days to reach us. If your refund is approved, this will then be processed and a 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 dispatched. Further information can be found within the Terms & Conditions section of our website. 

Refunds Policy – Your Cancellation rights

If you wish to cancel your order you will need to do so in writing prior to its fulfilment. We are under no obligation to agree to the the cancellation.

You have the right to cancel your order up to 14 calendar days after the day on which the goods are received with the exception of any made-to-order items.

Authorisation must be obtained 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 20% of the full price of the order to cover any costs  incurred as a result of an error made by yourself during the ordering process.

Once a returns authorisation has been received, you must return all products unused and as originally delivered within 14 days. Sealed goods which have been opened cannot be refunded or exchanged unless they are deemed to be faulty.

If goods are received before the order is cancelled then the goods must be sent back to our contact address at your own cost and risk. If the order is cancelled but the goods have already been processed for delivery, you should not unpack the goods when received 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 order and we have either received the goods back or received evidence that you have returned the goods, we will refund any sum debited from your credit or debit card in payment within 14 calendar days.

A deduction may be made from your refund for any loss in the value of the goods supplied if that loss is the result of unnecessary handling by you (for example using or wearing the goods prior to cancellation of the order).

Cancellation by us

We reserve the right not to process your order if:

  1. We have insufficient stock to deliver the goods ordered;
  2. We do not deliver to the area of your delivery address; 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 from  our suppliers.

If your order is not processed for one of the above reasons, you will be notified by e-mail and your account will be credited with any sum debited from your credit/debit card in payment 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 at sales@muzamedical.co.uk.