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Refund & Returns Policy
At Durham Medical, we want customers to receive the correct products in good condition. If there is a genuine problem with an order, please contact our customer care team so we can review the issue and explain the available options.
Because medicines require careful handling and storage, different return rules may apply compared with ordinary retail products. Nothing in this policy is intended to limit your statutory consumer rights.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible. Where an order has not yet been processed or dispatched, we will review whether cancellation is still possible.
Once an order has entered the dispensing, preparation or dispatch process, cancellation may no longer be possible.
Returns of Medicines
For patient-safety reasons, medicines that have been supplied to a customer generally cannot be returned to stock or supplied to another person. Please do not post medicines back to us unless our customer care team has specifically instructed you to do so.
This restriction does not remove your rights where an item is faulty, damaged, incorrect or not as described.
Damaged, Faulty or Incorrect Orders
Please contact us promptly if your order arrives damaged, contains the wrong item, or appears materially different from what you ordered.
We may ask you to provide your order number and clear photographs of the product, packaging and delivery label so that we can investigate the issue.
Where appropriate, we may offer a replacement, refund or another suitable resolution in accordance with your legal rights.
Missing or Delayed Deliveries
If an order has not arrived within the expected delivery period, please check any tracking information provided before contacting us.
Where a parcel appears lost or has an unresolved delivery issue, our team may need to investigate with the delivery provider before confirming a replacement or refund.
Refunds
When a refund has been approved, it will normally be returned using the original payment method where possible. Processing times may vary depending on your bank or payment provider.
We will let you know when a refund has been approved and processed. Shipping or other charges will be handled in accordance with the circumstances of the order and applicable consumer law.
How to Request Help
To report a problem with an order, email support@durham-medical.co.uk and include your order number, the email address used to place the order and a short explanation of the issue.
Fair and Clear Customer Support
We aim to handle genuine order problems fairly and efficiently while maintaining appropriate safety standards for medicines and healthcare products.
