Returns Policy

Consumer Contract Regulations

The Consumer Contract Regulations ONLY apply to purchases made by people for personal use- the Consumer Contract Regulations do not apply to purchases made for commercial use.

How To Cancel Your Order

We have a very fast order turnaround time- if you wish to cancel an order, you must do so as soon as possible. You can email us or call 01329 311451 to cancel an order.

In accordance with the Consumer Contract Regulations, as a customer, you have a cancellation period. This starts the moment you place the order and ends 14 days from the day you receive the goods (certain products are exempt from this and are listed below).

Once you have notified us that you would like to return the order (which must be within 14 days of receipt of the order), you have 14 days to return the order to us.

Damage in Transit

In the unfortunate circumstance of your order being damaged whilst in transit we must be notified via email ( 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.  

How To Return Your Order

During the current Coronavirus pandemic, we regret that we cannot accept returns for non-faulty infection control products (items such as gloves, hand sanitiser, thermometers, face masks etc). 

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

  • If the product arrives faulty or damaged
  • If the product is incorrect due to a mis-pick or misinformation (this must be reported as soon as possible upon receipt of the order)
  • The customer finds the product unsuitable or is dissatisfied with the product

When returning orders to us, the following applies:

  • Goods must be returned as sold i.e. in the original packaging and in a resalable condition
  • Any free gifts or other additional bundled items delivered with the products must also be returned
  • You must request a Returns Authorisation Number which with it to allow the return to be dealt with as efficiently as possible

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

Some products are made to order or 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 Team for more information.

If you would like to return an item, please contact us on 01329 311451 or email to obtain a returns authorisation number.

Once you have a returns authorisation number, you will be sent a returns form which must be placed inside the return, detailing reasons for your return.

Your parcel will then need to be returned to the following address:

Returns Department

DS Medical

Eagle E2

Daedalus Park

Daedalus Drive

Lee on the Solent


PO13 9FX

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 DS Medical. In this instance, your item will either be collected, or postage will be refunded. This is at the discretion of DS Medical and cannot be requested.

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

  • Any products on the order that have been personalised (e.g. engraved stethoscopes, sphygmomanometers, diagnostics, embroidered items of clothing, etc)
  • Any specially manufactured products made to order
  • Any items of a sanitary nature (eg needles, syringes, continence 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 the DS Medical for advice.

If a product is faulty and an exchange is processed (and the product you ordered is unavailable) we reserve the right to offer an equivalent product from a different manufacturer.

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, confirmed 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 customer's cost.

Contamination by hazardous materials

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.

You must:

  • 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

Business To Business Terms & Conditions

When ordering from DS Medical for commercial purposes, the Consumer Contract Regulations do not apply- you agree to be bound by the following DS Medical Business To Business Terms & Conditions:

  • Credit accounts can be offered, subject to status, and at the discretion of DS Medical. We reserve the right to withdraw or restrict your credit account at any time
  • You have 30 days from the date of the invoice to make a payment- if payment is not received, we will put your account on stop and cease processing any further orders until payment is made. We will pursue Directors of the Company (as per details listed on Companies House) for any non-payment. Any costs incurred will be added to your outstanding invoices
  • All goods remain the property of DS Medical until paid for in full
  • When ordering via our website or via email, please check order confirmations to ensure prices and delivery addresses are correct- we cannot be liable for errors
  • All prices quoted are ex-VAT and carriage
  • Any changes to an order placed via the website or via email and any cancellation requests need to be made in writing via email- we cannot accept verbal amendments to orders
  • If an order has already been sent to our warehouse for processing, it may not be possible to amend or cancel the order
  • Any prices quoted on our website, catalogue or any other publication are subject to change
  • Images and descriptions on our website, catalogue or any other publication are correct to the best of our knowledge, but the manufacturer can change the appearance or specification of their products without informing us. We cannot be liable for any differences between the image and description online and the delivered product
  • We make no claims regarding any products listed regarding their purpose or suitability
  • Delivery dates- these are an approximation, and we cannot be liable for any losses incurred by late or lost deliveries
  • Delivery charges- we reserve the right to reduce or increase delivery charges when processing your order- we will inform you of any changes to the amount charged for delivery, and we will not process the order until we have confirmation of acceptance from you
  • In the event of stock availability issues, we reserve the right to swap any unavailable item(s) ordered for available item(s) that are of comparable quality and price
  • Upon delivery, you must inspect the order thoroughly. Any shortages or damages must be highlighted via email within 3 working days. Any shortages or damages highlighted after 3 working days cannot be investigated
  • All return requests are considered on a case-by-case basis, and should be completed within 14 days of receipt of goods - we are not obliged to accept returns of any orders
  • If you order an incorrect item(s), we are not obliged to process an exchange or return- when returning an item, you must first seek approval from our Returns team
  • Any item that is ordered or manufactured specifically for you or is personalised, cannot be returned to us for an exchange or refund
  • You are responsible for returning the item to us and any associated costs- we may charge a re-stocking fee to cover all administration costs
  • If an item is returned to us in what we believe is an un-saleable condition, we will not process a refund or exchange- the items will either be destroyed or returned to you (at your expense)
  • If a delivery is unsuccessful and is returned to us (and you request that we re-send the order to you), we reserve the right to charge additional delivery charges to cover our costs incurred
  • If an item is delivered to you direct from the manufacturer, and the delivery is unsuccessful, we reserve the right to charge a re-stocking fee. We will charge you the amount that the manufacturer charges us (typically 25% of the order total)
  • Prices change- we cannot be liable for any price changes once you have placed the order- we will process the order at the price agreed when you placed the order. If the price subsequently increases or reduces, we cannot change the order
  • Customers who are eligible for exemption from VAT under the zero-rated schedule- you MUST provide copies of relevant certification when placing the order. Failure to do so will result in VAT being charged
  • During viral outbreaks or pandemics, orders placed for items relating to the pandemic (face masks, sanitiser, PPE etc) will be non-returnable in any circumstance