This is our Delivery & Returns policy and information. We hope that it is clear, but if you still have questions please contact us here and a member of our team will be happy to help. The Returns Policy can be found after this first section which is our Delivery Policy.
For Coronavirus (COVID-19) updates click here:
* European & Republic of Ireland Deliveries* We have been notified by our courier that they have paused European & Republic of Ireland deliveries due to delays and congestion at UK ports and more rigid requirements for channel crossings.
In view of this unprecedented set of circumstances out of our control we have temporarily paused European and Republic of Ireland delivery services. We apologise for the inconvenience this will cause and assure you that will reactivate European & Republic of Ireland Deliveries when we are confident we can despatch to you.
Orders placed before 2:30 pm (GMT) during our business hours of Monday to Friday will normally be dispatched same day, subject to stock. Orders placed after this time or outside our normal working day (see below) will be processed on our next working day. Please be aware that priority handling and dispatch will be given to all UK Mainland Guaranteed Next Day deliveries.* We have been notified by our courier that the guaranteed next day service is no longer guaranteed due to increased courier processing due to Covid-19. To avoid delivery disappointment and frustration we have temporarily removed the guaranteed next day delivery service.
For the purpose of this policy, we define a working day as any day within our normal business hours of Monday to Friday. This excludes Saturday, Sunday and UK Bank Holidays.
Rates and VAT
Please note all the delivery charges are shown here excluding VAT – charged at the prevailing UK rate. The current prevailing rate of VAT in the UK is 20%. This is subject to change without notification.
Our delivery rates are intended to cover all the costs of delivery to you. This includes the cost of packaging your order as well as shipping charges.
Courier "Safeplace" Deliveries
DS Medical does not accept responsibility for goods that are redirected or are left in nominated “safeplace” storage. Courier terms are altered at this point of redirection and it is agreed to by the customer to waive all rights of compensation and accept sole responsibility for goods left as directed.
UK Mainland Standard Delivery (2-3 working days)
If you have selected this delivery option your order will be delivered in 2-3 working days, starting from the date of dispatch. Please make sure you are available at the delivery address provided. In the event that you are not in, our carrier will normally leave a delivery card. Please note the delivery time for this service is a guide only. This is not a next day service, please upgrade to our UK Mainland Guaranteed. Next-Day service if you require your order more urgently or before the timeframe for our UK Mainland Standard Delivery service. UK Mainland Standard Delivery is FREE for orders over £75 ex VAT/£90 inc. VAT.
UK Mainland Only Guaranteed Next Day Delivery (Next working day) * Not currently available due to temporary removal of guaranteed delivery services
If you have selected this delivery option your order will be delivered the next working day, starting from the date of dispatch. Please make sure you are available at the delivery address provided. In the event that you are not in, our carrier will normally leave a delivery card. Unfortunately, free delivery on orders over £75 ex VAT/£90 inc. VAT is not available for orders requiring UK Mainland Guaranteed Next Day Delivery. Guaranteed Next Day Delivery service is not available to addresses in Northern Ireland (BT postcodes).
UK Mainland Only Delivery (Saturday delivery) * Not currently available due to temporary removal of guaranteed delivery services
If you have selected this delivery option your order will be delivered on Saturday, providing your order was received by us before the order cutoff time (see above) and subject to stock. Please make sure you are available at the delivery address provided. In the event that you are not in, our carrier will normally leave a delivery card. This service is not available to addresses in Northern Ireland (BT postcodes). Unfortunately, free delivery on orders over £75 ex VAT/£90 inc. VAT is not available for orders requiring UK Mainland Only Delivery (Saturday delivery).
Due to carrier restrictions, the following postcodes are excluded from UK Mainland Delivery rates:
If you have selected this delivery option your order will be delivered in 4-5 working days, starting from the date of dispatch. Please make sure you are available at the delivery address provided. In the event that you are not in, our carrier will normally leave a delivery card. Please note the delivery time for this service is a guide only. This is not a next day service. Unfortunately, carrier restrictions mean a Guaranteed Next Day service is not available to this delivery group.
The delivery rate and options for this group apply to the following postcodes/destinations: Republic of Ireland;AB37;IV;HS;KA27- 28;KW;PA20-49;PA60-78;PH17-26;PH30-44;PH49-50;ZE;IM;TR21-25. Northern Ireland BT postcodes.
For customers within certain parts of Europe, we offer a standard European delivery. The table below shows the countries within each zone and the cost of delivery to each zone. These costs are based on the provision of a standard delivery service with the most efficient shipping service for your destination.
The typical timeframe for standard deliveries to European destinations is 7-21 working days from point of dispatch by our warehouse, subject to stock. Please also allow 3-5 working days for your payment to be cleared and for your order to be processed by our team. These timeframes are an estimate only and may be subject to change without notice. We will always try to provide your order in the most timely manner, subject to the working practices of our shipping partners.
If you require your shipment on an expedited service, please contact us BEFORE placing an order, so we can seek the best priority service for you. Please be aware that priority services may not be available for all destinations and that where available, these will be charged at cost and not at the standard pricing shown in the table below. Priority delivery services are likely to cost significantly more and we will provide you with a quotation for you to agree on before processing your order.
If you require delivery to Europe outside of the countries shown in the European Zones above please refer to the next section for information on how to receive a quote for delivery.
Customers outside of our UK Mainland, Non-UK Mainland Groups, the European Zones, and in excluded areas for example in America, Australia, Greenland and the Middle East, etc should contact us for a bespoke delivery quote. So we can provide you with a quote please indicate the product(s) you require, our product code(s), quantities of each, and the full name, address and contact telephone number and email for the recipient.
We will endeavour to seek the service that offers the best value for money and this may take a little time. If you do not provide us with all the information requested above this will delay our quote as we will have to contact you to obtain this information.
Taxes, restrictions and certification
Overseas customers are responsible for paying any import taxes and duty due in the country the goods are being sent to.
Please note that some items cannot be sent overseas due to shipping laws and/or distributor agreements. It is therefore essential you clearly identify the products you require when requesting a quote for overseas delivery.
If you require any certification, for example, a Certificate of Origin, please ensure you request this at the time of requesting a quote. Such services are available at additional cost, which will be indicated on your quote.
We only use tracked carriers to provide our delivery services.
We reserve the right to select the most cost effective provision of delivery service to you.
Please ensure you have entered the correct delivery address for your order before you complete it as this can lead to goods being mis-delivered and you may incur additional charges as a result.
Undelivered goods & uncollected deliveries
Our carriers will generally leave a delivery card notification (Covid-19 social distancing procedures may vary), or will contact you by text or email if they were unable to deliver to you at the address provided. You will then be provided with a number of options to retrieve, redeliver or redirect your parcel. In the event that our carrier is unable to deliver your goods or they are uncollected, they will be returned to us. If you then ask us to re-send these goods to you, the redelivery cost liability requires you to pay for delivery, even though you may have received free delivery on your original order.
Delayed and lost deliveries
Please note that same day dispatch is not always possible during busy periods, the early days of a sale or promotion, should your order be delayed due to further security checks, payment clearances, or due to stock levels. Once your order has been dispatched we cannot be responsible for delivery days and times unless you have selected a guaranteed service. In a small minority of cases, for various reasons beyond our control, your parcel may not arrive in the timescales published. We always do our utmost to escalate and resolve such incidents as quickly as possible on your behalf. We are unable to re-send items that are in transit. Undelivered or uncollected items must be received back before we can resend or refund. This timeframe for items to be returned to us is typically 21-28 days.
Our standard delivery charge for all UK Mainland & NI based account customers is £8.95 unless otherwise agreed in our contract with you.
The standard delivery for all account customers outside of the UK Mainland is £15 unless otherwise agreed in our contract with you.
Frequently Asked Questions
Can I track my order?
If our carrier provides us with a tracking reference number and service we will provide this to you when your order is dispatched.
What happens if I'm not in when delivery is attempted?
Our carriers will normally leave a delivery card and offer you some options to receive your delivery. If you do not respond, your goods will be returned to us. Refunds or exchanges cannot be made until we are in receipt of unclaimed goods. Refunds will not include the original delivery charge and we will need to charge again if you ask us to re-send your order in these circumstances.
What happens if you do not have stock of an item I order?
We will notify you if this is the case. If the out of stock item forms part of your order we may send you the items we do have in stock and place the rest of your order on ‘back order’. Once we have received the goods they will then be sent to you. You will not be charged for delivery of this ‘back order. On occasions, we may seek to offer you a substitute – we will contact you if this is the case.
How can I return something to you?
Please read our Returns Policy for information on how to return goods to us. Please note that there may be circumstances where a restocking fee is chargeable- full details available in our Returns Policy.
Can you deliver to PO Box addresses?
Unfortunately, we are not able to deliver goods to PO Box addresses.
You may cancel your contract provided that you do so no longer than 14 days after delivery providing that it is in a perfect re-saleable condition. In the case of clothing, we require the original product and manufacturer labels and packaging to be returned with the goods.
Your right to return products does not apply to goods made to your specification or that have been clearly personalised.
If you wish to exercise your right of cancellation, you are obligated to take reasonable care of those goods whilst in your possession.
To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel plus your phone number and email address. The quickest way to cancel your order is by using the cancellation form that was sent by email with your order confirmation. Please return this form to email@example.com
Damage in Transit
In the unfortunate circumstance of your order being damaged whilst in transit we must be notified via email (firstname.lastname@example.org) within 72 hours with photographic evidence so that we can affect a suitable resolution. We also advise that you inform the courier agent of the damage so this is logged, or reject the delivery.
On receipt and inspection of returned goods, subject to meeting the conditions defined in this policy, a refund is issued. It can take 3-5 working days for your refund to be processed by us and may take longer for your bank to reflect this refund in your account. Your refund will include the full value of the order including the cost of Standard Delivery from us to you, where applied. If you opted for an enhanced delivery service, for example, Guaranteed Next Day delivery, you will receive a refund of our Standard Delivery service only.
Return of goods
Authorisation to return goods must be sought from DS Medical. Upon approval, you will be provided with a Goods Return Number which must be clearly printed on the packaging of the goods being returned along with the Sales Invoice and our Return Authorisation Form. Goods should be returned to us no later than 14 days after delivery.
Goods returned unauthorised and outside of the 14 day period will be liable to a re-stocking charge equivalent to 15% of the goods net value unless the goods are deemed faulty or within any statutory or manufacturer warranty period.
Authorised return goods must be sent in a timely manner, that is, within 14 days of authorisation. Goods received after this timeframe may be subject to a 15% re-stocking fee, refused, and not refunded.
You will be liable for the cost and safe carriage of returning the goods to us. DS Medical recommend a minimum of a “proof of” signed for service to be used. A refund, or partial refund, cannot be issued for goods that are deemed as 'not received'.
By resaleable condition, we define that the product has to be unused and in its original packaging. We will not accept returns, for example, if a product's box has been torn or damaged.
Decontamination of goods
Where goods have been deployed and are purported to have failed, it is imperative that prior to return they are decontaminated; this must be confirmed as defined under EU directive 67/548/EEC and any other EU directives, confirmation in writing and returned with the product.
Where it is evident that goods have been returned contaminated, DS Medical reserves the right to refuse to accept the return of the goods until the goods are decontaminated at the customers cost.
If the equipment has been in contact with “hazardous” materials you must provide certification that the goods being returned are no longer contaminated as defined under EU directive 67/548/EEC and any other EU directives. As the person offering the equipment for shipment, it is your responsibility to ensure compliance with all applicable laws.
Remove all traces of hazardous contamination from the equipment.
Package the product in its original packaging.
Place the decontamination certificate within a weather seal bag. This bag must be attached to the outside of the equipment with the Goods Return Number clearly written on the outside of the package.