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Returns Policy
It is your responsibility to contact MedTate by email to advise us of your intention to return any item(s) within 7 days of receipt of them. After this date, it falls solely within the discretion of MedTate if a return will be accepted. Once notified, all items should be received at MedTate within 15 days from the date of delivery for this condition to apply. Please note that, once opened and or used, products cannot be returned to us unless the item is faulty. We will not refund your order unless the item/(s) is in the original sealed condition upon return.
We strongly recommend that returns are sent by “insured registered delivery” and the original proof of posting is kept. Please note that we are not responsible for return postage other than for incorrectly supplied, defective or damaged Goods. Return postage for Goods returned for any other reason shall be solely at your cost and we will not be liable for any losses incurred should the goods returned be lost or go missing.
Any order refused on delivery will be charged at a standard rate of £15.00. Any order returned by the customer and paid by the customer will be refunded up to a maximum amount of £5.00. If an order is returned to us due to an incorrect address, refusal of order, no access to property etc, then all redelivery”s will be subject to a £5.00 redelivery charge.
Return of damaged items
You should visit the step by step guide (see below) for full guidance on how you should do this. To help us process returning goods, we would be grateful if you could supply details of your order number, name, date of order and goods return authorisation code (provided by customer services). If the item is returned without a goods return authorisation code we will be unable to offer an exchange. You will also be liable for the cost of re-delivery and our fees (which may exceed the original cost of delivery). We highly recommend that items are returned via a Recorded Delivery service as we do not accept responsibility for items lost in the post. It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit. MedTate will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to recover our fees and expenses from you.
- Please note that, once opened and or used, products cannot be returned to us unless the product is faulty or broken.
- All returns are evaluated before being processed.
- If you refuse delivery due to an item being damaged, you should refuse delivery and notify of this within 7 days as stated above. If you are unaware of the damage in transit, the 7 day period still applies however once this has expired, any return is solely within MedTate discretion.
- It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit. We will not issue a return or exchange unless the item(s) are in a saleable condition upon return.
- You may return damaged or faulty item(s) within 28 days of receipt of them. Once we receive the returned items at our warehouse, you should allow a further 14 days for a replacement to be re-sent.
Unauthorised Returns
If you return an item without prior approval and an authorisation code, we will be unable to process your return and no refund or replacement will be provided. Unauthorised returns may be sent back to the sender with a delivery charge and £15 administration fee. If you return an item to the incorrect address we will charge a £15 administration and delivery charge.
Step by Step Guide
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- Email info@02c.f2b.myftpupload.com to advise that you wish to return an item. Within this email please include your name, order number, order date, contact telephone number as well as the reason for returning the item
- MedTate will evaluate the reason for returning the item. If it is agreed that the item/s should be returned, MedTate will provide you, via return email, a goods return authorisation code and the address you should return the goods to
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- You should include the information above, including your goods return authorisation code in the parcel and return it to the address provided with the goods return authorisation code. You are responsible for the returns postage.
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