Consumer Returns & Refunds Policy (B2C)
For individual consumers purchasing for personal use
At Best Medical Bags, we want you to be happy with your purchase. This policy explains your rights if you change your mind, receive an incorrect or damaged item, or experience a problem with a product.
This policy applies to purchases made by individual consumers for purposes wholly or mainly outside their trade, business, craft or profession.
If you are purchasing on behalf of a business, organisation, school, charity, public-sector body or other professional organisation, please refer to our separate Business, Trade & Public Sector Returns Policy (B2B).
Nothing in this policy affects your statutory rights.
1. Your Right to Cancel – 14-Day Cooling-Off Period
If you purchase goods from us online, by telephone or by another distance-selling method, you normally have the right to cancel your order without giving a reason.
You must tell us that you wish to cancel within 14 days of the day after you, or a person nominated by you, receives the goods.
If an order contains multiple items that are delivered separately, the cancellation period normally runs from receipt of the final item.
Once you have told us that you wish to cancel, you must return the goods to us without undue delay and no later than 14 days after notifying us of your cancellation.
To cancel an order, please contact us and provide:
- Your name
- Your order number
- The item or items you wish to return
- Your contact details
You do not need to give us a reason for cancelling a qualifying order.
2. Returning Goods Following a Change of Mind
Unless we agree otherwise, you are responsible for arranging and paying the direct cost of returning goods when cancelling because you have changed your mind.
We recommend using an appropriate tracked or insured delivery service, as you are responsible for ensuring the goods are returned to us safely.
You may examine goods in a similar way to how you might reasonably examine them in a shop.
If goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, and this has reduced their value, we may make an appropriate deduction from the refund to reflect that reduction in value.
Where possible, goods should be returned with their original packaging, instructions, accessories and any other components supplied with them.
3. Refunds Following Cancellation
Where you exercise your statutory right to cancel, we will refund the price paid for the goods together with the cost of our least expensive standard delivery option.
If you selected an enhanced or more expensive delivery service, such as express, timed or premium delivery, we are not required to refund the additional cost above our standard delivery charge.
Where you are responsible for returning the goods, we may withhold the refund until we have received the goods back or you have provided evidence that they have been returned, whichever occurs first.
Refunds will normally be made using the same payment method used for the original transaction and within the timescales required by law.
4. Bespoke, Personalised and Other Excluded Items
The statutory right to cancel does not apply to certain goods, including goods that are made to your specifications or clearly personalised.
For Train2Protect products, this may include items that have been specially produced, printed, embroidered, engraved, labelled or otherwise customised specifically for you.
Examples may include products displaying:
- Your name or organisation name
- Your logo or branding
- Bespoke wording
- Custom artwork or designs
- Other specifications or personalisation requested by you
Please check and approve all bespoke details, wording and artwork carefully before confirming your order or approving artwork for production.
Once production of a bespoke or personalised product has commenced, it cannot normally be cancelled or returned simply because you have changed your mind.
This does not affect your statutory rights if the product is faulty, does not match the agreed specification or approved artwork, has been incorrectly produced by us, or otherwise does not conform to the contract.
Other statutory exclusions from the right to cancel may include:
- Goods liable to deteriorate or expire rapidly
- Sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken
- Other goods or services excluded from the statutory cancellation right under applicable legislation
These exclusions apply to change-of-mind cancellations only. They do not remove your statutory rights where goods are faulty, damaged when supplied, incorrectly supplied or otherwise do not conform to the contract.
5. Faulty, Damaged or Incorrect Goods
Goods supplied by Best Medical Bags must meet the requirements of the Consumer Rights Act 2015, including being of satisfactory quality, fit for purpose where applicable and as described.
If an item is faulty, damaged when delivered, incorrectly supplied or otherwise does not conform to the contract, please contact us as soon as reasonably possible.
Consumers normally have a 30-day short-term right to reject goods that do not conform to the contract, subject to the provisions of the Consumer Rights Act 2015.
Depending on the circumstances and when the problem arises, you may be entitled to a refund, repair, replacement or price reduction.
Where goods are validly rejected because they do not conform to the contract, Best Medical Bags will bear the reasonable cost of returning them.
Nothing in this policy limits your statutory rights.
6. Damage in Transit – Please Check Your Delivery Promptly
We take care when packing and dispatching orders. However, goods can occasionally be damaged while in the courier’s possession.
Please inspect your delivery as soon as reasonably possible after it arrives.
If you believe an item has been damaged in transit, we ask that you notify us within 48 hours of delivery wherever possible.
Our couriers require transit damage claims to be reported promptly and generally within 48 hours. Notifying us within this period gives us the best opportunity to investigate the damage and make a claim against the carrier.
When reporting transit damage, please provide wherever possible:
- Your order number
- Clear photographs of the damaged item
- Photographs of the outer packaging
- Photographs of any internal packaging
- Photographs showing any visible damage to the packaging
- A photograph of the courier or delivery label
Please retain the item and all packaging until we have advised you what to do next.
Our request that transit damage is reported within 48 hours does not limit or replace your statutory rights under the Consumer Rights Act 2015.
7. Repairs and Replacements
Where you are legally entitled to a repair or replacement, we will provide the appropriate remedy in accordance with the Consumer Rights Act 2015.
A repair or replacement must be provided within a reasonable time and without significant inconvenience to you, and Best Medical Bags will bear the necessary costs.
A particular remedy may not be available where it is impossible or disproportionate compared with another remedy permitted by law.
Where a repair or replacement is not possible or appropriate, you may be entitled to a price reduction or refund in accordance with your statutory rights.
8. Returning an Item
Please contact us before returning goods so that we can provide the appropriate return instructions and, where applicable, arrange collection or advise you of the correct return method.
Please do not send faulty or damaged goods back to us without contacting us first.
When contacting us, please provide your order number and details of the reason for the return.
Contacting us before returning an item helps us identify your return and deal with it as quickly as possible. It does not affect your statutory rights.
9. Who Pays the Return Costs?
Change of Mind
If you cancel a qualifying order because you have changed your mind, you are responsible for the direct cost of returning the goods unless we have agreed otherwise.
Faulty, Damaged or Incorrect Goods
Where goods are faulty, damaged when supplied, incorrectly supplied or otherwise do not conform to the contract, Best Medical Bags will bear reasonable return costs where required by law.
Please contact us before arranging the return of faulty, damaged or incorrectly supplied goods so that we can advise you of the appropriate return method.
10. Business, Trade and Organisational Purchases
This Consumer Returns & Refunds Policy applies only where the purchaser is acting as a consumer.
Purchases made wholly or mainly for business, trade, professional or organisational purposes are not covered by this consumer returns policy.
This includes, for example, purchases made for or on behalf of:
- Businesses and companies
- Schools, colleges and universities
- Charities and voluntary organisations
- Local authorities and public-sector organisations
- Healthcare organisations
- Clubs and venues
- Employers and workplaces
- Other professional or commercial organisations
These purchases are subject to our separate Business, Trade & Public Sector Returns Policy (B2B) and any applicable terms agreed at the time of purchase.
11. Statutory Rights
Nothing in this policy is intended to exclude, restrict or reduce any statutory rights available to consumers under UK law.
Consumer rights may include rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
If any provision of this policy conflicts with a statutory right that cannot lawfully be excluded or restricted, your statutory rights will take precedence.