Cancellation, Return & Refund Policy

Non-Consumers

Goods are accepted back for credit at the discretion of the Purchasing Team, but the following policy generally applies.

Requests for the return of goods must be made within 21 days of delivery. Claims for damaged goods must be made within 2 working days of delivery.
Items will not normally be accepted back for credit if:

• The product is not a stock line (i.e. purchased specifically to fulfil an order)
• Special products or customised items

If the order requirements fall into any of these categories, we may request a signed acceptance before the order is processed.
Items will be accepted back for credit, irrespective of value, if:

• Goods have been supplied in error by Henleys Medical Supplies Ltd
• Goods are faulty or damaged
• Goods are damaged in transit

Please ensure you provide the following information with your complaint:

• Product code(s)
• Batch/serial number(s)
• Quantity affected and parcel quantity
• Whether the items are available for return
• Purchase order number(s)
• A summary of the complaint

If the goods have been ordered in error by the customer, the items must be stock lines, returned in a saleable condition, and not exceed a total value of £500 excluding VAT (£600 including VAT). Due to conditions imposed by manufacturers, a handling charge (minimum 10%) may be deducted from the value of the returned goods, at the discretion of the Purchasing Team.

Our Customer Care Team will advise where goods should be returned to. A copy of the original despatch note should accompany the goods if available, along with the RMA number. Where Henleys is deemed to be at fault, there will be a limit of two (2) collection attempts from a central location, such as Stores or Goods In, as our couriers cannot enter hospital departments. Thereafter, or where the customer is deemed to be at fault, the customer is responsible for returning the items at their own cost.

In all cases, items must be returned to Henleys within 30 days, otherwise the complaint will be closed.

Please contact our Customer Care Team on 01707 385226 or sales@henleysmed.com for further information or support.

All other claims should be made verbally with 21 days of despatch and confirmed in writing.

Consumers

In accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as a consumer, you have a right to cancellation. You have the right to cancellation 14 days from the date you received the goods. Once you have notified us that you would like to cancel, our Customer Care Team will provide you with an RMA number and you should return the goods by post to the following address.

Henleys Medical Supplies Ltd
Brownfields, Welwyn Garden City, Hertfordshire, AL7 1AN

You are responsible for the cost of returning the goods unless the goods are damaged or faulty. A refund will be issued to the original payment method within 14 days of receipt of returned goods. As we supply medical products, we may reserve the right to not accept any opened items for hygiene and safety reasons. To start your cancellation or for further information and support please contact our Customer Care Team on 01707 385226 or email sales@henleysmed.com. Alternatively, a cancellation form is available for download at www.henleysmed.com/cancellation-form

Revision R-31-03-2025