Collection: Returns & Refunds
30-Day Hassle-Free Returns for Your Peace of Mind
Our returns policy grants you 30 days from the receipt of your item to notify our Customer Care Team if a return is necessary. Ensure the item is unused, in its original packaging, and ready for resale.
Initiate Returns with Ease
Contact us via email at contact@sterlingmedical.uk or call us at 020 8058 3531 before returning any item. We’ll provide you with an authorisation number and instructions for a smooth return process. Items lacking this number may experience delays in processing.
Unwanted or Unsuitable Products – Exchanges and Refunds
We want you to be satisfied with every purchase. If a product falls short of your expectations, feel free to return it for an exchange or refund. Obtain a returns authorization number from our Customer Care Team before sending the item back.
Contact Our Customer Care Team
Call: 020 8058 3531
Email: contact@sterlingmedical.uk
Returns of Unused Items within 30 Days
You may return any unused, non-perishable item within 30 days for a full refund. Postage costs for return are not refundable unless the return is due to our error or a faulty product.
Delivery Service Note
Delivery service costs are only refundable if the return results from our error or a faulty product.
Understanding the 30-Day Returns Period
The 30-day calculation includes all days (working or otherwise) from Monday to Sunday. The cooling-off period starts upon receiving the goods. Please note, we do not cover return shipping costs for liquids. You, the customer, will be responsible for arranging and paying for the return. However, please contact our Returns department before sending any items back.
We regret that we are unable to accept returns for non-faulty products in the following cases:
- Orders cannot be cancelled after the engraving is done on instruments.
- Products that have been personalised (e.g., engraved stethoscopes, sphygmomanometers, diagnostics, embroidered clothing, etc.).
- Specially manufactured items made to order.
- Items of a sanitary nature (e.g., needles, syringes, continence products, condoms, nebulisers, etc.).
- Please note, we do not cover return shipping costs for liquids. You, the customer, will be responsible for arranging and paying for the return. However, please contact our Returns department before sending any items back.
Faulty or Damaged Products
Within 30 Days
Notify us within 30 days of receiving a faulty or damaged item for a replacement or full refund.
Outside 30 Days
Faulty items within 12 months may be exchanged if a like-for-like product is available. Misuse or user damage is not eligible for exchange or refund.
Duplicate or Incorrect Items
Contact us immediately if you receive a duplicate or incorrect item due to our error for arrangements
How to Return Your Item(s)
Follow these steps for a seamless return process:
Contact our Customer Care Team for return details.
- The buyer is responsible for all return shipping costs.
- Pack the item securely with a note containing the necessary details.
- Post the item to the provided address using a tracked service.
- Retain proof of posting.
- Await your refund or exchange.
- Items Excluded from Our Returns Policy
- Certain items are non-returnable and non-refundable due to hygiene, perishability, or expiry date.
Testing Faulty Items
We test every return; if found non-faulty, postage costs will be your responsibility.
Strict 30-Day Returns Policy
Returns are accepted within 30 days from receiving the product, strictly enforced. Refer to our terms and conditions for comprehensive information.
