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FAQ

Do you accept orders from the NHS?

Yes we do!

When purchasing as an NHS provider, private hospital, school or other government entity, you will have access to 30 day account terms on receipt of an official purchase order.

Alternatively, simply download and complete an Order Form.

Send your order to sales@muzamedical.co.uk for swift processing.

Refer to our business credit terms and conditions for more information.

What delivery options do you offer?

The Shipping Calculator at the basket and checkout will present the available delivery options.  

These are based on a combination of basket value, weight, delivery postcode and packaging dimensions.

Delivery options:

  • 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 the selected products

*Our next working day service is available for UK mainland postcode only. You will find a list of excluded postcodes outside the UK mainland here.

While we endeavour to meet these delivery time frames, during busy periods there may be occasions when deliveries take a little longer. 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.

What is your cut-off time for same day dispatch?

Orders placed before 1 pm Monday to Friday (working days*) 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 do not include weekends or bank holidays.

For example, an item ordered before 1 pm on a Tuesday will leave our warehouse 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, the order will be dispatched on the Tuesday, this being the next working day.

Which courier do you use to ship my order?

Depending on the delivery speed selected at checkout, we will use Amazon Courier, APC Overnight or Royal Mail to ensure your order arrives within the requested time frame. 

For pallet delivery, we use a local logistics company which specialises in pallet delivery within the UK.

Can I track my order?

Of course! You can track your order by clicking on the link provided within your Shipping Confirmation email. 

Where is my VAT invoice?

As part of our contribution to saving the environment, a printed invoice is not included in your shipment. A VAT invoice is attached as a PDF file with your Shipping Confirmation email.

Can I cancel my order?

Once you have placed an order, we aim to process, pick and pack this for prompt dispatch. If you wish to amend your order, please contact us here without delay and we will try to accommodate your request if possible.

However, please note that once dispatched, no amendments to an order are possible.

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

How do I return an item?

Contact us if you wish to return your item(s).

Ensure the returned goods are in unused, sealed and intact condition, enclose the returns note, secure the parcel and use our returns label if provided.

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

Once your return 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 in the Terms & Conditions section of our website.