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 cancellation has been confirmed, you have a further 14 days to return the goods.

Returned goods must be:

• Unused
• Complete
• In their original packaging where applicable
• In a condition suitable for resale

Refunds will be issued to the original payment method once the goods have been received and inspected.

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, or incorrectly supplied, Charles Medical will provide an appropriate remedy in accordance with the Consumer Rights Act 2015, which may include repair, replacement, full refund, or partial refund where appropriate.

Reasonable return postage costs will be reimbursed where applicable.

3. Medical Devices and Sterile Products

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

• Opened sterile products
• Opened medical devices where the sterile barrier has been broken
• Single-use medical consumables that have been opened, used, or tampered with

Unless the product is faulty.

This restriction is permitted under Regulation 28(3)(a) of the Consumer Contracts Regulations 2013.

Unopened and sealed products may be returned in accordance with this policy.

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:

• The goods must be returned unused and suitable for resale
• The customer is responsible for return postage costs
• A tracked delivery service must be used
• Proof of postage and delivery must be retained

We reserve the right to make reasonable deductions where goods have been handled beyond what is necessary to establish their nature, characteristics, and function.

5. Return Handling Fee

For non-fault returns, Charles Medical reserves the right to apply a returns handling fee of up to 10% of the order value to cover inspection, repackaging, inventory reconciliation, and administrative processing.

This fee does not apply where goods are faulty, damaged, or incorrectly supplied.

6. Starter Kits, Bundles and Digital Content

Starter kits and bundled products must be returned complete.

Refunds may be refused or reduced where items are missing, components have been opened, products have been used, or goods are no longer suitable for resale.

Digital products, downloadable files, templates, guides, documents, electronic training materials, and digital starter packs are non-refundable once supplied, downloaded, accessed, or made available.

Where a bundle contains both physical and digital products, the value of any supplied digital content may be deducted from any refund.

7. Incorrect Delivery Addresses

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

Charles Medical fulfils orders strictly in accordance with the delivery information supplied by the customer.

If an incorrect delivery address is provided:

• The customer must notify us immediately
• We will attempt to amend the address before dispatch where possible
• We cannot guarantee amendments once an order has entered fulfilment or has been dispatched

Where goods are dispatched to the address provided by the customer, Charles Medical shall be deemed to have fulfilled its delivery obligations.

Charles Medical shall not be liable for losses, delays, failed deliveries, non-deliveries, additional courier costs, return charges, or any other costs arising from incorrect delivery information supplied by the customer.

If goods are returned due to an incorrect, incomplete, inaccessible, or undeliverable address provided by the customer, we reserve the right to recover:

• Outbound shipping costs
• Return charges
• Re-delivery charges
• Courier fees
• Reasonable administration costs

Any re-dispatch costs must be paid before goods are re-sent.

Where tracking information, carrier records, photographic evidence, GPS delivery confirmation, or other delivery evidence demonstrates that an order was dispatched and delivered to the address provided by the customer during checkout, Charles Medical reserves the right to refuse a refund, replacement, or compensation claim where the issue arises solely from incorrect, incomplete, or inaccurate delivery information supplied by the customer.

8. Delivery Delays, Lost Parcels and Non-Delivery

We remain responsible for goods until they are delivered into the physical possession of the customer in accordance with applicable consumer legislation.

Where a parcel is delayed, customers should contact us as soon as reasonably possible.

We may require:

• Verification of the delivery address
• Confirmation that neighbours, household members, reception desks, and safe places have been checked
• Cooperation with any carrier investigation

Where a parcel is confirmed lost, customers may choose between a replacement or a full refund.

9. Parcels Marked as Delivered

Where carrier tracking confirms delivery, Charles Medical may request additional information before considering a refund or replacement.

This may include:

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

Where evidence supports successful delivery to the address provided during checkout, Charles Medical reserves the right to refuse a refund or replacement.

Repeated claims of non-receipt may result in future orders requiring signature-on-delivery services.

10. Business Purchases

Business-to-business sales are excluded from consumer cancellation rights.

Returns for business purchases are accepted only by prior agreement unless goods are faulty.

Nothing in this section limits liability for defective products where liability cannot be excluded by law.

11. How to Request a Return

Please email: shop@charlesmedical.co.uk

Please include:

• Order number
• Product details
• Reason for return
• Photographs where applicable

Do not return goods without prior authorisation.

All returns must include:

• Order number
• Customer name
• Reason for return

12. Returns Address

All authorised returns must be sent to:

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

Returns must not be sent without prior authorisation.

Customers are responsible for ensuring returned goods are securely packaged.

Where the customer is responsible for return postage, a tracked delivery service must be used.

Charles Medical cannot accept responsibility for returned items lost in transit where proof of postage and tracking information cannot be provided.

13. Regulatory Compliance

Products classified as medical devices are supplied under the UK Medical Devices Regulations 2002, as amended.

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

14. Limitation of Refund Rights

Nothing within this policy shall require Charles Medical to provide a refund, replacement, or compensation where:

• Goods have been delivered to the address provided by the customer
• The issue arises from incorrect customer information
• The customer has failed to follow return instructions
• The customer cannot provide reasonable evidence supporting their claim
• The claim relates to opened sterile products that are not faulty

Any refund, replacement, or compensation provided outside of statutory obligations shall be entirely at the discretion of Charles Medical.

15. Contact Details

Charles Medical
Email: shop@charlesmedical.co.uk
Address:
Charles Medical
Unit 205
Milton Keynes Business Centre
Foxhunter Drive
Linford Wood
Milton Keynes
MK14 6GD
United Kingdom