Returns Policy

Consumer (Non-commercial use)

How to Return Your Order

You may return a product purchased from us for the following reasons:

• If the product arrives faulty or damaged.
• If the product is incorrect due to a picking error or misinformation (this must be reported within 14 days of receiving the order).
• If the product is unsuitable or you are dissatisfied with it.

Return Guidelines:

• Returned goods must be in their original packaging and in resalable condition.
• Any free gifts or additional items included must also be returned.
• You must obtain a Returns Authorization Number and label the package with it for efficient processing.
• For fridges, report any damage within 10 days of delivery.

A restocking fee may apply for made-to-order items or items shipped directly from the manufacturer if returned without a fault. Contact our customer services for more information.

To initiate a return, contact the customer service team. Send returns to:
Returns: Medulla Supplies, Unit G19B, Hartford House, Weston Street, Bolton, BL3 2AW

You are responsible for return shipping costs unless the item is faulty or the error was on our part. In such cases, the item will be collected, or postage costs will be refunded at our discretion.

Items Not Eligible for Return

We regret that returns cannot be accepted for:

• Personalized items or specially manufactured products made to order.
• Items of a sanitary nature like needles, syringes, and nebulisers.

For items with faults reported after 30 days, or if a product is past its warranty, please contact the customer service team for advice. If a product is faulty and a replacement is needed but the original item is unavailable, we may provide a similar product from a different manufacturer.

B2B (Commercial use)

Returns and Exchanges

• Upon delivery, inspect your order immediately. Report any damages or shortages via email within 5 working days; claims made after this period may not be honoured.
• Returns for incorrectly ordered items are not guaranteed and require prior approval from our customer service team.
• Personalized or custom-made items cannot be returned.
• Returns must be in resalable condition with original packaging. A restocking fee may apply, especially if the item is not resalable.
• Unsuccessful deliveries returned to us may incur additional delivery charges upon resending. If an item is shipped directly from the manufacturer and the delivery fails or you cancel, we may charge a restocking fee based on the manufacturer’s fees.