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Returns and Cancellations

Returns Policy

A product purchased from Hillside Medical Supplies may be returned for the following reasons:

If the product arrives faulty or damaged.

If the product is incorrect due to a packing error or misinformation (this must be reported within 72 hours of receiving the product/s)

The customer finds the product unsuitable or is dissatisfied with the product. However, items returned for the reasons outlined above should be done so within 30 days of receipt, and should also meet the following criteria:

Goods must be returned in the original packaging and in resaleable condition.
Please note that any sterile products or diagnostic reagents can not be returned unless faulty due to the nature of these products.

Any free promotional gifts or other additional bundled items delivered with the products must also be returned.

You must obtain a Returns Goods Authorisation Number and label the parcel/s with it to allow the return to be dealt with as efficiently as possible.
For larger items we may arrange for our own engineers to collect the items from you directly.

Failure to meet the above criteria may result in the return being rejected.

Some products are made to order and are shipped directly from our manufacturer. If you wish to return these items without a fault a
restocking fee may be applied. Please contact our customer support team for more information.

If you would like to return an item please contact the Hillside Medical customer support team on 01636 707079 to obtain a returns authorisation number. Once you have a returns number you will need to clearly display it on the outside of the parcel and on the inside also provide details of the reasons for your return. Your parcel will then need to be returned to the following address:

Hillside Medical Supplies
7 Glenholm Park
Brunel Drive
Newark
NG24 2EG

Please note you must organise the return of the items at your expense unless the item is faulty or incorrect due to an error by Hillside Medical Supplies - in this instance your item will either be collected or postage will be refunded. This is at the discretion of Hillside Medical Supplies and cannot be requested.

We regret we cannot accept returns of various types of non-faulty products if they are:

Specially manufactured products made to order.

Any items of a sanitary nature ( for example, Sterile instruments, dressings, needles, syringes, incontinence products and nebulisers etc)

For some items purchased we may ask the manufacturer to contact you directly to establish the nature of the fault and then depending on the fault we will either organise a repair or replacement or in some instances ask you to liaise with the manufacturer directly.

In some circumstances when products are past their warranty or repairs are outside the warranty terms a charge may occur.

When an item becomes faulty more than 30 days after purchase please call Hillside Medical Supplies for advice.

Cancelling an Order

Cancellation of orders prior to fulfilment must be received in writing from the buyer. Telephone messages cannot be accepted for order cancellation - all cancellations must be confirmed by the buyer in writing.

Hillside Medical Supplies is not under any obligation to fulfil cancellation to any order or part order. In some cases a restocking fee may be charged for made-to-order items; this is at the absolute discretion of Hillside Medical Supplies.

Once any order has been despatched to the buyer the Returns Policy should be observed.

Any goods authorised for return for cancelled orders may be subject to a restocking fee; please contact our customer support team for more advice. Hillside Customer Support Team 01636 707079.