Refund policy

CANCELLATION & RETURNS

Faulty or Damaged Goods

Please inspect your goods upon receipt. If your items are damaged, defective or not as described, please contact us within 14 days of delivery at:

📧 sales@pioneermedicaleurope.co.uk

📞 01299 489847

We may request photographs to assess the issue. If the goods are confirmed to be faulty, you will be entitled to a full refund, including original delivery charges and reasonable return postage costs.

Your Right to Cancel (Consumer Orders)

If you are purchasing as a consumer, you have the right to cancel your order within 14 days of receiving the goods, without giving any reason.

To exercise this right, you must notify us in writing (email is acceptable) within the 14-day cancellation period.

You then have a further 14 days to return the goods to us.

Unless the goods are faulty, you are responsible for the cost of returning the items. We recommend using a tracked and insured service, as the goods remain your responsibility until received by us.

You may inspect the goods as you would in a shop. However, if the goods are returned in a condition that goes beyond reasonable handling, we may make a deduction from your refund to reflect any loss in value.

Refunds will be processed within 14 days of receiving the returned goods (or receiving proof of return).

Non-Returnable Items

For hygiene and health protection reasons, certain sealed items (such as underwear or intimate medical products) cannot be returned if the seal has been broken, unless the goods are faulty.

Damaged Returns

If returned goods are found to be damaged due to misuse or inadequate packaging during return, we reserve the right to make a deduction from the refund to reflect the loss in value.