For NHS Trusts, schools, councils, companies & procurement departments
Last updated: September 2026
1. Overview
This policy applies to all business, trade and public sector orders, including purchase orders. Business returns follow different rules from consumer returns.
2. Change‑of‑Mind / Ordered Incorrectly
Business customers must request a return within 14 days of delivery.
Items must be:
- Unused
- Unopened
- In original packaging
- In fully resalable condition
Return postage is the responsibility of the business customer.
3. Restocking Fees
Certain items carry a 10% restocking fee, deducted from the refund.
This applies to:
- Furniture
- Large equipment
- Off‑site stored items
- Bulk or palletised orders
We will confirm the exact amount before authorising the return.
4. Incorrect, Damaged or Faulty Items
If we have supplied the wrong item, or it arrives damaged or faulty, please report it within 7 days of delivery.
To start the process:
- Email us with photos of the issue
- We will cover all return costs
- You may choose a replacement or a refund
5. Bulk, Pallet & Multi‑Site Deliveries
If your order was delivered on a pallet or split across multiple sites:
- Returns may require pallet collection
- Additional logistics may apply
- We will confirm costs and arrangements before authorising the return
6. Items That Cannot Be Returned
- Custom‑printed or personalised items
- Opened sterile or single‑use medical products
- Used items
- Items not in original packaging
- Products damaged after delivery
- Special‑order items sourced specifically for your organisation
7. How to Start a Return
Email: returns@bestmedicalbags.co.uk Include:
- Purchase order number or invoice number
- Item(s) you want to return
- Reason for return
- Photos if faulty/damaged
We will reply with a returns reference and instructions.
8. Refund Times
Refunds are processed once your return arrives with us. Business accounts may take 3–7 working days depending on payment method.
9. Contact Us
For procurement or multi‑site return queries:
Email: support@bestmedicalbags.co.uk
Phone: 01634 476219
Hours: Monday–Friday, 9am–5pm