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
Please inspect goods promptly following delivery.
Goods damaged in transit must be reported to us within 48 hours (2 days) of delivery. This is important because our carriers require transit damage claims to be notified within this period.
When reporting transit damage, please provide photographs of:
- The damaged item
- The outer and internal packaging
- Any visible damage to the packaging
- The delivery/courier label
Where transit damage is reported outside the 48-hour period, we may be unable to accept the damage as a valid transit claim, arrange collection at our cost, or provide a refund or replacement. This is because we may no longer be able to establish when the damage occurred or recover the loss from the carrier.
Incorrect items or goods believed to be faulty must be reported within 7 days of delivery.
Where we confirm that we supplied an incorrect item, or that goods were damaged in transit or were faulty at the time of delivery, we will arrange the appropriate remedy. Depending on the circumstances, this may include:
- Collection or return at our cost
- Replacement of the goods
- Repair, where appropriate and available
- A full or partial refund
The appropriate remedy will depend on the nature of the issue, availability of replacement goods and the circumstances of the order.
This policy does not affect any statutory rights that cannot lawfully be excluded or restricted.
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