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Supporting Professionals Who Care

Returns Policy


Cancelling your order 

You may cancel your contract provided that you do so no longer than 14 days after delivery providing that it is in a perfect re-saleable condition.  In the case of clothing, we require the original product and manufacturer labels and packaging to be returned with the goods.

Your right to return products does not apply to goods made to your specification or that have been clearly personalised. 

If you wish to exercise your right of cancellation, you are obligated to take reasonable care of those goods whilst in your possession.

To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel plus your phone number and email address via email to

Discrepancies / Damage in Transit

In the unfortunate circumstance that your order is missing an item or is damaged whilst in transit we must be notified via email ( within 72 hours with photographic evidence, so that we can affect a suitable resolution. We also advise that you inform the courier agent of the damage, so this is logged, or reject the delivery.  


On receipt and inspection of returned goods, subject to meeting the conditions defined in this policy, a refund may be issued.  It can take 3-5 working days for your refund to be processed by us and may take longer for your bank to reflect this refund in your account.  

Your refund will include the full value of the order including the cost of Standard Delivery from us to you, where applied. If you opted for an enhanced delivery service, for example Next Day delivery, you will receive a refund of our Standard Delivery service only.

Return of goods

Authorisation to return goods must be sought from DS Medical.   Upon approval you will be provided with a Goods Return Number which must be clearly printed on the packaging of the goods being returned along with the Sales Invoice and our Return Authorisation Form.  Goods should be returned to us no later than 14 days after delivery.

Goods returned unauthorised and outside of the 14 day period will be liable to a re-stocking charge equivalent to 15% of the goods net value, unless the goods are deemed faulty or within any statutory or manufacturer warranty period.

Authorised return goods must be sent in a timely manner, that is, within 14 days of authorisation.  Goods received after this timeframe may be subject to a 15% re-stocking fee, refused, and not refunded.

You will be liable for the cost and safe carriage of returning the goods to us. DS Medical recommend a minimum of a “proof of” signed for service to be used.  A refund, or partial refund, cannot be issued for goods that are deemed as 'not received'.

Resalable condition

By resalable condition we define that the product has to be unused and in its original packaging. We will not accept returns, for example, if a product's box has been torn or damaged, or seals or tags have been removed.

Decontamination of goods

Where goods have been deployed and are purported to have failed, it is imperative that prior to return they are decontaminated; this must be confirmed as defined under EU directive 67/548/EEC and any other EU directives, confirmation in writing and returned with the product.

Where it is evident that goods have been returned contaminated, DS Medical reserves the right to refuse to accept the return of the goods until the goods are decontaminated at customers cost.

Contamination by hazardous materials

If the equipment has been in contact with “hazardous” materials you must provide certification that the goods being returned are no longer contaminated as defined under EU directive 67/548/EEC and any other EU directives. As the person offering the equipment for shipment, it is your responsibility to ensure compliance with all applicable laws.

You must:

Remove all traces of hazardous contamination from the equipment.

Package the product in its original packaging.

Place the decontamination certificate within a weather seal bag. This bag must be attached to the outside of the equipment with the Goods Return Number clearly written on the outside of the package.