Return and Refund Policy

Last updated: Feb 2026

This Return and Refund Policy applies to purchases made from Charles Medical by customers located within the United Kingdom.

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable legislation.

1. Your Right to Cancel

If you are purchasing as a consumer, you have the right to cancel most online purchases within 14 days of receiving your goods.

To exercise your right to cancel, you must notify Charles Medical within 14 days of receiving the goods.

Once you have notified us of your cancellation, you have a further 14 days to return the goods.

Returned goods should be:

• Complete
• Securely packaged
• In their original packaging, where reasonably possible
• In a condition that allows them to be inspected

You may handle goods only to the extent reasonably necessary to establish their nature, characteristics and functioning, in the same way that you would normally be permitted to examine them in a shop.

We may make a reasonable deduction from the refund where the value of the goods has been reduced because they have been handled beyond what was reasonably necessary.

Refunds will be issued to the original payment method after the goods have been received, or after you provide satisfactory evidence that the goods have been returned, in accordance with applicable law.

Where the statutory right to cancel applies, we will also refund the cost of our least expensive standard delivery service. Any additional amount paid for an enhanced or express delivery service will not normally be refunded.

2. Faulty, Damaged or Incorrect Goods

If goods are faulty, damaged in transit, not as described or incorrectly supplied, please contact us as soon as possible.

Where a product is confirmed to be faulty, damaged, incorrectly supplied or otherwise does not conform to the contract, Charles Medical will provide an appropriate remedy in accordance with the Consumer Rights Act 2015.

Depending on the circumstances, the available remedy may include:

• Repair
• Replacement
• A full refund
• A partial refund or price reduction

We may ask for photographs, videos, batch details or other information reasonably required to assess the issue.

We may also require the product to be returned for inspection, testing or assessment by Charles Medical, the manufacturer or an authorised service provider.

Reasonable return postage costs will be reimbursed where goods are confirmed to be faulty, damaged, incorrectly supplied or not as described.

3. Medical Devices, Sterile Products and Hygiene-Sealed Goods

Due to health protection, infection control and hygiene requirements, Charles Medical cannot accept change-of-mind returns of:

• Opened sterile products
• Medical devices where the sterile or hygiene seal has been broken
• Single-use medical consumables that have been opened, used or tampered with
• Other sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed

This restriction does not apply where the product is faulty, incorrectly supplied, damaged or not as described.

Unopened products with their sterile or hygiene seals intact may be returned where the statutory right to cancel applies or where Charles Medical otherwise authorises the return.

4. Change-of-Mind Returns

If you wish to return goods because you have changed your mind, ordered the wrong item, no longer require the goods or your circumstances have changed, please contact us before returning them.

Where a statutory right to cancel applies:

• You must notify us within 14 days of receiving the goods.
• You must return the goods within a further 14 days.
• You are normally responsible for the direct cost of returning the goods.
• You should use a tracked delivery service and retain proof of postage.

Where the statutory cancellation period has expired, Charles Medical may still agree to accept a non-faulty return at its discretion. Any such discretionary return may be subject to additional conditions, administration charges or manufacturer restocking fees, as explained in this policy.

Specialist medical equipment and manufacturer-supplied products may also be subject to the conditions set out in Section 11.

5. Return Handling Charges

No standard handling or restocking charge will be deducted from a valid consumer cancellation made within the statutory cancellation period, except where a lawful deduction may be made for diminished value caused by excessive handling, use, damage or missing contents.

Where Charles Medical agrees to accept a non-faulty return outside the statutory cancellation period, a discretionary returns handling charge of up to 10% of the order value may apply to products supplied from Charles Medical stock.

This charge may cover:

• Inspection and testing
• Repackaging
• Inventory reconciliation
• Administrative processing
• Restocking

The applicable charge will be confirmed before a discretionary return is authorised.

The 10% handling charge does not apply where goods are faulty, damaged, incorrectly supplied or not as described.

6. Starter Kits and Bundled Products

Starter kits, equipment packages and bundled products must be returned complete.

All physical components, accessories, manuals, consumables, cases, packaging and promotional items supplied as part of the bundle must be included.

A refund may be reduced where:

• Items are missing
• Components have been opened or used
• Consumables have been removed or used
• Products have been damaged
• The goods are no longer complete
• The value of the bundle has been reduced through handling beyond what was reasonably necessary

Where only one component of a bundle is faulty, incorrect or unavailable, Charles Medical may provide an appropriate remedy in relation to that component where this is lawful, reasonable and proportionate.

7. Digital Content

Digital products may include:

• Downloadable files
• Templates
• Guides
• Electronic training materials
• Digital documents
• Digital content supplied as part of a starter kit or bundle

Where you expressly request immediate access to digital content during the cancellation period and acknowledge that your right to cancel will be lost once supply begins, the digital content will be non-refundable once it has been supplied, accessed, downloaded or made available.

Where a bundle contains both physical and digital products, the value of digital content that has already been supplied and for which the cancellation right has been lawfully lost may be deducted from any refund.

8. Incorrect Delivery Addresses

Customers are responsible for ensuring that all delivery information provided during checkout is accurate, complete and up to date.

Charles Medical processes orders using the delivery information provided by the customer.

If incorrect or incomplete delivery information has been supplied:

• You must notify us immediately.
• We will attempt to amend the address before dispatch where reasonably possible.
• We cannot guarantee that an address can be changed once the order has entered fulfilment or has been dispatched.

If goods are returned because the address provided was incorrect, incomplete, inaccessible or undeliverable, the customer may be responsible for:

• Return charges
• Redelivery charges
• Additional courier charges
• Reasonable costs arising from the failed delivery

Any redelivery charge must be paid before the goods are resent.

Where a consumer validly cancels the contract, any refund will still be processed in accordance with their statutory rights.

9. Delivery Delays, Lost Parcels and Non-Delivery

For consumer orders, Charles Medical remains responsible for the goods until they are delivered into the physical possession of the customer or a person identified by the customer to receive them.

If a parcel is delayed, please contact us as soon as reasonably possible so that we can investigate with the carrier.

We may ask you to:

• Confirm the delivery address
• Check with household members or neighbours
• Check reception areas or nominated safe places
• Review the tracking information
• Complete a non-receipt declaration
• Cooperate with a carrier investigation

Where a parcel is confirmed as lost, we will provide an appropriate remedy, which may include a replacement or refund.

10. Parcels Marked as Delivered

Where carrier tracking records show that a parcel has been delivered, Charles Medical may investigate before providing a refund or replacement.

The investigation may include:

• Photographic delivery evidence
• GPS delivery data
• Delivery scan information
• Carrier investigation results
• A signed non-receipt declaration

Evidence that a parcel was marked as delivered will be considered as part of the investigation but will not automatically remove any rights that cannot legally be excluded.

Repeated non-receipt claims may result in future orders being restricted to signature-on-delivery or other enhanced delivery services.

11. Specialist Medical Equipment and Manufacturer-Authorised Returns

Certain specialist medical equipment supplied by Charles Medical is dispatched directly from the manufacturer or an authorised distributor under a drop-shipping arrangement.

Examples may include:

• Oxygen concentrators
• Suction units
• Nebulisers
• Medical electrical equipment
• Diagnostic equipment
• Other specialist medical devices

Manufacturer-supplied products may be subject to additional return procedures, including:

• Prior return authorisation
• Inspection by the manufacturer
• Testing before a refund is approved
• Original packaging requirements
• Confirmation that the product is unused and complete
• Manufacturer handling or restocking charges where lawfully applicable

Drive DeVilbiss Products

Certain Drive DeVilbiss Healthcare products are supplied directly by Drive DeVilbiss under a drop-shipping arrangement.

Customers purchasing these products will be informed before completing their order that manufacturer-specific return conditions apply.

Where Drive DeVilbiss agrees to accept the discretionary return of a non-faulty product, a 20% manufacturer restocking fee will apply where permitted by law.

The 20% manufacturer restocking fee will normally apply where:

• The purchaser is acting in the course of a business.
• The statutory consumer cancellation period has expired.
• The return is accepted as a discretionary return rather than as a statutory cancellation.
• The product was specially procured and the return is accepted subject to the manufacturer's conditions.

The 20% manufacturer restocking fee will not be used to remove or restrict a consumer's statutory cancellation rights.

Where an eligible consumer cancels an online order within the statutory cancellation period, the return will be processed in accordance with the Consumer Contracts Regulations. A blanket 20% restocking fee will not be deducted solely because Drive DeVilbiss charges Charles Medical a return fee.

A lawful deduction may still be made where the value of the product has been reduced because it has been used, damaged, assembled, installed, contaminated, returned incomplete or handled beyond what was reasonably necessary to establish its nature, characteristics and functioning.

For a Drive DeVilbiss return to be considered, the product should be:

• Unused
• Complete
• In its original packaging
• Securely packaged for transport
• Returned with all manuals, accessories and components
• In a condition suitable for inspection and resale

Customers must not return a Drive DeVilbiss product directly to Drive DeVilbiss or Charles Medical without prior written authorisation.

Where a return is approved, Charles Medical will provide the correct return address and instructions.

The customer will normally be responsible for return carriage where the product is non-faulty, unless otherwise required by law.

No manufacturer restocking charge will apply where goods are confirmed to be faulty, incorrectly supplied, damaged or not as described.

Drive DeVilbiss Purchase Acknowledgement

Before purchasing an applicable Drive DeVilbiss product, customers may be required to confirm the following:

"I confirm that I have read and understood the Drive DeVilbiss return conditions. I understand that this product is supplied directly by Drive DeVilbiss Healthcare and that an authorised discretionary return of a non-faulty product may be subject to a 20% manufacturer restocking fee where permitted by law. This acknowledgement does not affect my statutory rights."

This acknowledgement may be displayed on the product page, during checkout or within the order confirmation.

12. Business Purchases

A purchaser acting wholly or mainly for purposes relating to their trade, business, craft or profession is treated as a business customer.

Business purchases do not benefit from the consumer cancellation rights contained in the Consumer Contracts Regulations 2013.

Non-faulty business returns are accepted only with the prior written agreement of Charles Medical.

Business returns may be subject to:

• A handling or restocking charge
• Manufacturer return conditions
• Inspection and testing
• Return carriage costs
• A requirement that the goods remain unused, complete and suitable for resale

Drive DeVilbiss business returns accepted by the manufacturer will normally be subject to the 20% manufacturer restocking fee described in Section 11.

Nothing in this section limits any rights or remedies that cannot legally be excluded.

13. Special Orders and Products Procured for a Specific Customer

Products specially ordered or procured specifically for a customer may be subject to additional return restrictions.

For consumer purchases, this section does not remove statutory cancellation rights unless a recognised legal exemption applies.

For business purchases, specially procured products may be non-returnable or may be accepted only at the discretion of Charles Medical and the relevant manufacturer.

Any applicable restrictions will be communicated before a discretionary return is authorised.

14. How to Request a Return

To request a return, please email:

shop@charlesmedical.co.uk

Please include:

• Your full name
• Your order number
• The product details
• The reason for the return
• Photographs or videos where relevant
• Details of any fault or damage

Do not return goods without prior authorisation and return instructions.

15. Returns Address

Unless an alternative address is provided as part of the return authorisation, authorised returns should be sent to:

Charles Medical Returns
Unit 205
Milton Keynes Business Centre
Foxhunter Drive
Linford Wood
Milton Keynes
MK14 6GD
United Kingdom

Some manufacturer-supplied or drop-shipped products must be returned directly to the manufacturer or an authorised returns centre. Do not send these products to the address above unless Charles Medical has specifically instructed you to do so.

Customers are responsible for ensuring that returned goods are securely packaged.

Where the customer is responsible for return carriage, a tracked and appropriately insured delivery service should be used.

Proof of postage and tracking information must be retained.

16. Inspection and Refund Processing

Returned goods may be inspected to confirm:

• The identity of the product
• The condition of the product
• Whether all components are present
• Whether the product has been opened, used or damaged
• Whether sterile or hygiene seals remain intact
• Whether any deduction is lawfully appropriate

Refunds will normally be made to the original payment method.

The time taken for a refund to appear after it has been processed will depend on the customer's bank, card issuer or payment provider.

17. Regulatory Compliance

Products classified as medical devices are supplied in accordance with applicable UK medical device legislation and regulatory requirements.

For patient safety, infection control and regulatory compliance, opened sterile products cannot normally be restocked, resold or redistributed.

Nothing in this section restricts the customer's rights where a product is faulty, incorrectly supplied, damaged or not as described.

18. Limitations

Charles Medical will not be required to provide a refund, replacement or compensation where there is no statutory or contractual entitlement and:

• The issue results solely from incorrect information supplied by the customer.
• The customer has failed to follow reasonable return instructions.
• The goods have been damaged after delivery through misuse, neglect, incorrect storage or failure to follow the manufacturer's instructions.
• The claim concerns a non-faulty sterile or hygiene-sealed product that has been opened.
• The returned product is not the product originally supplied.
• The claim is fraudulent or materially misleading.

Any goodwill refund, replacement or compensation provided outside our statutory or contractual obligations is at the discretion of Charles Medical.

Nothing in this policy excludes or limits any liability, right or remedy that cannot legally be excluded or limited.

19. Contact Details

Charles Medical
Unit 205
Milton Keynes Business Centre
Foxhunter Drive
Linford Wood
Milton Keynes
MK14 6GD
United Kingdom

Email: shop@charlesmedical.co.uk