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Return Policy

Product Returns Policy

Faulty Items
If you receive a product which needs to be returned due to a manufacturing fault it will be replaced or refunded as per your instructions. Please return it to us within 30 days using the returns procedure below.

Posting Your Return
You will need to pay the postage on the returned goods. If however, your return is due to a manufacturing fault, then we will refund your postage costs once the return has been processed

Returns Procedure
Please package up the products to be returned carefully, if you have the original bag the product came in that would be ideal.

Please include your original dispatch note and write on there the details relating to your return and any exchange info if relevant.

If you haven't got your original dispatch note please enclose your returns details on a separate sheet of paper quoting your original order number (this helps us to track your return quickly) and your name and address.

As we distribute from a large number of depots please call to find out which depot can handle your returned item.

Once we receive your returned goods in an acceptable condition a refund or replacement will be processed.

Your statutory rights are not affected.

Returns & Refunds Frequently Asked Questions

If I buy something and don’t want it, can I return it?

Yes, as long as it is unused, unassembled and in its original packaging you can return any of our products to us within 30 days of receipt. Please see our Money Back Guarantee and Return a product here section for more details.

Do you charge a restocking charge?
No we don’t. Many companies in the industry will not let you return goods at all. For others it is common to charge anywhere between 10% and 25% of the order value when you want to return goods. At Mayflower Medical Supplies you don’t get charged a penny.

How should I return goods to you?
It is really important that you contact us for a Returns Authorisation Number BEFORE you send goods back to us. If this number is not on the box when it comes back to us it will get refused by our warehouse.

Once I’ve notified you and received my Returns Authorisation Number, how long have I got to return goods?

The Returns Authorisation Number is only valid for up to 28 days from when you received your order. Goods MUST be returned to us within 30 days from receipt of order to qualify for our 30 day money back guarantee.

If I notify you of a return on the 13th day after receipt of my order, do I then get a further period of time to return my goods?

No. Under our Money Back Guarantee, goods must arrive back with us no later than the 14th day from when you received the delivery.

What method of return should I use when returning goods to you?

We strongly advise you to return goods via a reputable and insured courier company as the goods are your responsibility until they arrive back with us in pristine condition.

Do all couriers have goods in transit insurance?
Most do, however, some insure goods based on weight e.g. £8 per kilo. Please check with the courier you are using to make sure that there is sufficient insurance to cover the value of the goods you are returning.

What happens if I return something to you and it gets damaged?

Wherever the couriers systems allow, our warehouse staff sign for returns as “unchecked” or “damaged”. If it turns out that something is damaged or missing we would then notify you and you would be able to put in an insurance claim with your courier company.
What happens if I return something to you but you have no record of receiving it?
As long as you have used a reputable courier company you will be able to track the package/s to see where they are. If the courier were to lose the package/s you will still be able to claim on their insurance.

I don’t want to send the goods back to you, can you collect instead?

Unfortunately not. If you want to return goods to us it is your responsibility to get the goods back to us as per the terms of our Money Back Guarantee.

Once you’ve received the goods back, how long will it take for me to receive a refund?
Returns are usually processed within 24 hours of receipt.
If you have paid by card the refund will go back onto your card. Usually it will appear on your statement within 5 working days, but some banks can be slow and take 10 working days. Please be aware that once we have processed the refund there is nothing more we can do to speed things up, so you will need to chase up your card issuing bank.

If you have paid by cheque a cheque refund will be posted back to you.
If you have paid by BACS or CHAPS a BACS refund will be made to you. Depending on the bank you are with, please allow up to 7 working days for the refund to appear in your account.

Is there a charge for cheque refunds or refunds back onto my card?
No, there is no charge.


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