Returns policy

Brandon Medical’s Returns Policy

At Brandon Medical we pride ourselves on our products and want you to be completely satisfied with your purchase. However, if you need to return goods purchased from us then please read the following information carefully.

The following returns policy provides guidance on when you can return goods to us and what should be expected of us when you do.

Important – Before returning your item, please complete the online form in order to receive a case number. Alternatively call 0845 1243 666 where you will be asked to provide the serial number of the item to be returned.

Damaged goods –

Goods which arrive damaged on delivery

We must be contacted within 48 hours of goods received and informed of the issue.

Goods not functioning on arrival

For goods which are not functioning on arrival, or display any fault within 7 days of receipt we will provide a replacement. Please note that any replacement products we supply would be in the form of a service replacement product. As such this would not necessarily be a brand new product but would be in comparable condition to the item being returned. The faulty unit must be available for collection by courier.

Warranty Goods – Goods developing a fault during warranty period

If a fault develops with a product after 7 days but within the warranty period we will initiate the returns procedure – please complete the Product Return Form

Non-Warranty Goods – Goods which have developed a fault outside the warranty period

If a fault develops with a product outside the warranty period we will provide a case number and allow for return of the product. However, charges may be applicable.

Other – Any situation which is not covered by the above

We will always do our utmost to help however charges may apply.

For all returns other than those covered by our warranty, a 30% restocking fee will be applied.

For additional information please refer to our terms and conditions of sale.

Please note that without a case number we are unable to process your return.

Brandon Medical take careful consideration into the specific application of our products during the design process and will always provide advice to customers as to the suitability of the product. Should it be mutually agreed, that a direct replacement of the original product supplied is not suitable for its purpose, then we may offer a refund rather than a replacement unit.  Should we decide to supply a replacement product for any failure then this would be in the form of a warranty replacement product and as such would not necessarily be a brand new product. If Brandon Medical provide a replacement product in advance of receiving a failed product and do not receive the failed product back within 7 days we reserve the right to charge for the replacement product. Also should Brandon Medical supply a replacement product under warranty and it is discovered that the product has failed for reasons which are not covered under warranty e.g. Incorrect handling or user abuse we reserve the right to charge for repairs to make good the returned product/s.

If an item is purchased incorrectly it may be returned within 14 days. We are able to provide a credit note for the return or it can be exchanged for another product of equal value excluding transportation charges incurred.  Goods and packaging must be returned in their original condition. We will not accept goods for return if they are damaged, have been contaminated, have been handled incorrectly, abused or have been used.

If goods are returned to us that do not qualify to be returned then any claim for refund is invalidated.

Your statutory rights are not affected.