For individual customers purchasing for personal use
Last updated: September 2026
1. Overview
We want returns and refunds to be simple and predictable. If you’ve purchased as a consumer (for personal use), this policy explains your rights under UK consumer law and how we handle your request for returns, refunds and replacements.
2. Change‑of‑Mind Returns (Consumer Contracts Regulations)
You have 30 days from the date of delivery to tell us you decide to return an item.
To qualify for a refund, items must be:
- Unused
- Unopened
- In original packaging
- In fully resalable condition
Return postage for change‑of‑mind returns is the customer’s responsibility.
3. Items We Cannot Accept Back
For safety and hygiene reasons, the following items cannot be returned unless faulty:
- Opened sterile or single‑use medical products
- Used items
- Items not in original packaging
- Custom‑printed or personalised items
- Products damaged after delivery
- Special‑order items sourced specifically for you
4. Faulty, Damaged or Incorrect Items
If your item arrives faulty, damaged or is not what you ordered, please report it within 7 days of delivery.
To start the process:
- Email returns@bestmedicalbags.co.uk
- Include your order number and clear photos of the issue
- We will cover all return costs
- You may choose a replacement or a full refund, including your original delivery charge
5. Damage in Transit
Please report transit damage within 7 days of delivery. Photos of the packaging before opening are extremely helpful.
6. How to Start a Return
Email: returns@bestmedicalbags.co.uk Include:
- Order number
- Item(s) you want to return
- Reason for return
- Photos if faulty/damaged
We will reply with a returns reference and instructions.
7. Refund Times
Refunds are processed once your return arrives with us. Your bank may take 3–5 working days to show the funds.
8. Contact Us
If you’re unsure whether your item qualifies for return, we’re here to help.
Email: support@bestmedicalbags.co.uk
Phone: 01634 476219
Hours: Monday–Friday, 9am–5pm