Returns Policy

Effective Date: 16/10/2025
Mercian Surgical Supply Co LTD

At Mercian Surgical Supply Co LTD, we take pride in the quality of our medical devices and the service we offer. To ensure a consistent and compliant returns process, we have outlined the following Returns Policy and Return of Goods Procedure.

1. Return Window

Customers may request a return within 120 days from the date of delivery, provided the product meets the conditions set out below.

2. Return Eligibility Criteria

Products may be eligible for return if:

• The return is initiated within 120 days of delivery.
• The product is unused, unwashed, and in original packaging with intact labelling and traceable lot numbers.
• The product has not been opened or used, especially in the case of sterile goods.
• The product is a stock item (non-stock items are not eligible for return).
• A completed Returns Form has been submitted and approved internally.

We do not accept returns of:

• Items returned after 120 days from delivery.
• Non-stock items (non-stock items (Items which have been ordered specifically for a customer but are not usually held in stock by Mercian).
• Sterile goods, due to inability to verify storage conditions and sterility.
• Items that have been used or have gone through a washing cycle.

3. Restocking Fee

A 25% restocking charge may be applied at our discretion, depending on the condition and reason for the return.

4. Defective or Damaged Products

If the product is received damaged or faulty:

• Customers must notify us within 14 days of delivery.
• Supporting documentation (e.g. photos) may be requested.
• If validated, we will arrange for replacement or full refund and provide a prepaid return label.

5. Return Process (Customer-Facing)

To initiate a return:

1. Contact our Customer Support with your email and phone number.
2. If eligible, a Returns Form will be sent to complete.
3. Upon receipt of the completed form, we will confirm and arrange collection (if applicable).
4. Goods returned without prior authorisation may be rejected.

6. Refunds and Exchanges

• Refunds are processed within 5–10 business days of receiving and inspecting the return.
• Refunds are made to the original payment method.
• Shipping fees are non-refundable, unless due to a company error.

7. Contact Us

For all return-related inquiries, contact:

Customer Support
Mercian Surgical Supply Co Limited
10 Topaz Business Park
Topaz Way, Bromsgrove
Worcestershire, B61 0GD

Phone: 0844 879 1133
Email: Info@merciansurgical.com