1. Scope of this policy
This is the returns policy for our professional shop. The returns policy on the retail section of our website does not apply to professional-shop, trade or business-to-business orders.
This policy applies where the purchaser is acting wholly or mainly for purposes relating to its trade, business, craft or profession. It forms part of the terms applying to each professional-shop order together with any product-specific terms shown on the product page, quotation, invoice or order confirmation.
Different rules apply depending on the type of product, whether it has been dispatched, whether its packaging has been opened and whether the product is unwanted or may be defective. A change-of-mind request is not the same as a claim concerning damaged, defective or incorrectly supplied goods.
2. Cancelling an order before dispatch
A professional or business customer has no automatic right under this policy to cancel an accepted order. If you want to cancel or change an order before dispatch, contact us immediately. We may agree to a cancellation or amendment at our discretion, but no cancellation or change is effective unless we confirm it in writing. Once an order has been dispatched, the product-specific rules below apply.
3. Products that cannot be returned
For reasons of safety, hygiene and product traceability, the following products are final sale. They cannot be returned, exchanged or refunded as unwanted products once they have been dispatched, whether or not the outer packaging has been opened:
- PRP tubes, PRF tubes and other blood-collection, blood-contact or blood-processing products;
- sterile, single-use, disposable or patient-contact products;
- dermastamps, microneedling or stamping devices, needles, cartridges and similar clinical products; and
- any other product identified on its product page, quotation, invoice or order confirmation as non-returnable.
These products cannot be placed back into saleable stock after dispatch. Please check the product, specification, pack size and quantity carefully before placing your order.
These restrictions do not remove any right or remedy that cannot lawfully be excluded. If an item arrives damaged, is defective or is different from what you ordered, do not open or use it. Contact us promptly so that the issue can be assessed separately under section 8.
4. Machines, reusable equipment and non-sterile devices
This section covers centrifuges, plasma gel or biofiller machines and other reusable machines, equipment or non-sterile professional devices.
We may, at our discretion, consider a written return request received within seven calendar days beginning on the day after delivery, but only when all of the following conditions are met:
- the product remains unopened and unused;
- all manufacturer seals are intact;
- the product has not been installed, assembled, connected, switched on or tested;
- the product is in its complete original packaging; and
- the product, packaging, accessories, parts, manuals, documentation and all other supplied items are complete, unmarked and undamaged.
Opening the packaging, breaking a seal, installing, testing or using a product makes it a used item. Used machines, equipment and devices cannot be returned as unwanted products.
Contacting us within seven days does not create a right to return the product or receive a refund. Every return requires our prior written approval, must be sent in accordance with our instructions and remains subject to inspection and written acceptance.
5. Other professional products
A professional product that is not covered by the non-returnable categories above may be considered for return only if we receive your written request within seven calendar days beginning on the day after delivery and the product is unopened, unused, sealed and in its complete original packaging.
Any return remains at our discretion, requires prior written approval and must pass inspection. Product-specific terms shown on a product page, quotation, invoice or order confirmation also apply and may identify an item as non-returnable.
6. How to request a return
Do not send any product back to us without prior written approval. Contact our professional team and provide your order number, business name, product name, serial or batch number where applicable, reason for the request and any photographs, video or other information we reasonably ask for.
If an unwanted-product return is approved for inspection, we will provide return instructions and a deadline for dispatch. Unless we agree otherwise in writing, you are responsible for all return costs, appropriate carriage insurance and secure packaging. The product remains at your risk until it is delivered to the return address we specify.
Products returned without approval, dispatched after the stated deadline, sent to the wrong address or lost or damaged during return transport may be refused. Approval to send a product for inspection is not acceptance of the return.
7. Inspection and refunds
Receiving a returned product does not mean that the return has been accepted. We will inspect the product, packaging, seals, serial number where applicable, accessories, parts and documentation.
If the product passes inspection and we accept the return in writing, the approved refund will be issued to the original payment method within 14 calendar days of acceptance. For an unwanted-product return, the refund covers the accepted product price only; original delivery charges, return costs and any other services are not refundable unless we agree otherwise in writing.
If the product does not meet this policy, appears opened, installed, tested or used, is incomplete, has missing or broken seals, or has been marked or damaged, we may refuse the return and no refund will be issued. We will notify you and may require you to arrange collection or pay the reasonable cost of sending the product back to you.
8. Defective products and warranties
A product that may be defective is handled separately from an unwanted-product return. Stop using the product, preserve the product and its packaging, and contact us promptly after discovering the issue. Do not attempt a repair or send the product anywhere unless we instruct you to do so. We may ask for photographs, video, serial or batch numbers, operating information or other evidence reasonably required to assess the claim.
Where a machine, equipment item or device is supplied with a manufacturer or product warranty, a suspected defect will be assessed under the specific warranty terms provided or identified for that product. The warranty period, territorial scope, coverage, exclusions and available remedy may vary by product. A warranty does not cover misuse, accidental damage, unauthorised alteration or repair, improper installation, failure to follow operating or maintenance instructions, normal wear and tear, or consumable parts unless the applicable warranty expressly states otherwise.
Depending on the applicable warranty and the outcome of the assessment, the remedy may be repair, replacement or refund. No warranty or inspection process limits any right or remedy that cannot lawfully be excluded or restricted.
9. Legal rights and governing law
Nothing in this policy excludes or restricts liability, or any right or remedy, where doing so would be unlawful. This includes rights that may apply where goods do not correspond with their description, are not of satisfactory quality or are not fit for a purpose made known to us.
If any provision of this policy is found to be invalid or unenforceable, the remaining provisions will continue in effect. Unless otherwise agreed in writing, this policy and any dispute or claim arising from it are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
10. Contact and supplier details
To request a return or report a possible defect, email [email protected] or use our professional contact page.
Supplier: MEDSQUARE LTD, registered in England and Wales under company number 11861526. Registered office: Unit 11, Flamingo Court, 81 Crampton Street, London, United Kingdom, SE17 3BF.