Refund policy

Refund & Returns Policy

At Mediworld, we strive to provide high-quality products and excellent customer service. If you need to return an item, please review our policy below.

Please Note: Items that are custom-made, hygiene-related, or supplied to order (special-order or medical-grade products) are non-cancellable and non-returnable once processing or shipment has begun, unless faulty. See Special-Order and Medical-Grade Equipment below for full details.

Delivery

Delivery Costs: Calculated based on price, weight, and volume, displayed at checkout. Additional surcharges apply for offshore islands (including Northern Ireland) and Scottish postcodes north of Glasgow/Edinburgh. Customers will be contacted for approval of any cost adjustments.

Inspection on Delivery: Customers must check for damages upon delivery. Claims for damage, shortages, or lost items must be reported by phone within four working days.

Courier Services: Orders are shipped via Royal Mail, TNT, or other couriers, chosen at our discretion. Mediworld is not liable for delayed or lost deliveries.

Delivery Address: Please ensure that all delivery details are correct when ordering. Orders may be delayed or restricted to the billing address if incorrect information is provided.

Unsuccessful Deliveries: Orders are held for 28 days. If no contact is made within this period, Mediworld reserves the right to dispose of the goods.

International Deliveries: Online quotes may not include required insurance. Customers will be contacted for additional payment if necessary.

Your Right to Cancel (Consumer Contracts Regulations)

Under UK law, customers have the right to cancel their order within 14 days of receiving the goods. This applies unless the item is:

  • Personalised or custom-made
  • Perishable or time-sensitive
  • A hygiene-related product that has been unsealed (e.g. incontinence products, nebulisers, thermometers, face masks, or any medical device that comes into contact with the body)
  • Beds or mattresses that have been removed from their original packaging

To cancel an order, you must notify us in writing within 14 days. You then have 14 days to return the item in its original condition.

Returns Policy

You may return a product for the following reasons:

  • Faulty or Damaged Goods: If your item arrives damaged or develops a fault within 30 days of receipt, you are entitled to a full refund or replacement.
  • Incorrect Item Received: If you receive an incorrect item due to a picking error, you must report this within 4 days of receiving your order.
  • Unwanted Items: If you change your mind, you can return an item within 30 days, provided it is unused, in its original packaging, and not excluded under the return conditions below.

Return Conditions

  • Goods must be returned in their original, resalable condition with all packaging.
  • Any free gifts, accessories, or bundled items must also be returned.

Items That Cannot Be Returned Unless Faulty:

  • Beds and mattresses (if removed from original packaging)
  • Hygiene-related products (e.g. incontinence products, nebulisers, thermometers, any items of a sanitary & sterile nature such as needles, syringes, wound care consumables, face masks, urinals, or any item that comes into contact with the body)
  • Custom-made or modified products (e.g. shortened walking sticks, made-to-order items)

Special-Order and Medical-Grade Equipment

Certain professional or medical-grade products are supplied to order directly from the manufacturer. These items may include (but are not limited to) sterilizers, autoclaves, and specialist clinical equipment.

Because these products are not held in stock and are manufactured or dispatched specifically upon customer request, they are classed as special-order items.

Once an order for a special-order item has been processed or dispatched, it cannot be cancelled or returned, unless the goods are faulty or damaged.

This restriction is in line with the Consumer Contracts Regulations 2013 and health & safety standards.

Please ensure that such items meet your requirements before placing an order. If you are unsure, contact us at sales@mediworld.co.uk before purchasing.

Faulty Items After 30 Days

If a product develops a fault after 30 days but within the manufacturer’s warranty period, we will work with you and the manufacturer to arrange a repair, replacement, or refund where applicable. Some items may require you to liaise directly with the manufacturer.

How to Return an Item

If you need to return an item, please contact us at sales@mediworld.co.uk before sending it back.

Return Postage Costs

Please note, you must organise the return of the items at your expense unless the item is faulty or incorrect due to an error by Mediworld. In such cases, we may arrange collection or refund postage costs. This is at Mediworld’s discretion and cannot be requested.

This Refund & Returns Policy complies with the Consumer Contracts Regulations 2013 and UK consumer protection laws.