This policy covers returns and replacements. It is separate from warranty: a fault that appears after installation is a warranty claim against the unit, not a return.
1. Unopened goods — 7 days
Unopened, unused equipment in its original packaging may be returned within 7 days of delivery for a refund less outbound delivery. Tell us before sending anything back so we can arrange collection and log the return against your order.
2. Sterile and single-use goods — final sale
Sterile consumables, single-use items and anything with a broken seal cannot be returned or exchanged. Once sterility is compromised the item cannot be certified for clinical use by anyone, so it cannot be restocked. This includes dressings, syringes, gloves, catheters and sterile procedure packs.
3. Installed and commissioned equipment
Equipment we have installed and commissioned on site is not returnable once commissioning is signed off, because installation is a service that has been delivered. If it is not performing to specification, raise a service request and we will attend. Where a fault cannot be resolved, replacement is handled under warranty.
4. Damage in transit
Inspect the packaging before signing for a delivery. Report visible damage to the courier at the point of delivery and to us within 48 hours, with photographs of the packaging and the unit. Concealed damage found on unpacking should be reported within 7 days. We arrange replacement or repair at our cost.
5. Wrong item supplied
If we have shipped the wrong model, contact us within 7 days and we will collect it and supply the correct unit at our cost.
6. Cancellations
Orders can be cancelled at no cost before dispatch. Once dispatched, the return terms above apply. Special-order and made-to-order equipment cannot be cancelled after we have placed the order with the manufacturer.
7. Rentals
Rental equipment is not covered by this policy. Rental cancellations, early returns and the security deposit are governed by the rental terms shown at the time of booking.
8. How to start a return
Email support@medcaresurgical.com with your order number and, where relevant, the serial number of the unit. Do not send equipment back before we have confirmed the return — unannounced deliveries cannot be matched to an order.