Delivery and Returns

Delivery

We aim to deliver your items within 7 Business Days via Royal Mail or via such other delivery service we may choose from time to time, and in any event within 30 Business Days after the day on which we accept your order.

The cost of delivery will be advised during checkout.

If our supply of the Products is delayed by any known event, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any Products you have paid for but not received. 

All Products ordered by you will become your responsibility from the time they are delivered to the address you provided to us.

Title and ownership of the Products will pass to you once payment has been received in full. 

If the Products are delivered after the delivery deadline you have legal rights that you may enforce. If a delivery deadline is missed for any Products then you may treat the contract as at an end, provided that any of the following apply:

    a) we have refused to deliver the Products;

    b) you told us before we accepted your order that delivery within the delivery deadline was essential.

If you do not wish to treat the contract as at an end straight away, we will specify a new deadline for delivery of the Products within 14 days from the previous deadline.

If you do choose to treat the contract as at an end for late delivery, you must cancel your order by contacting Customer Solutions using one of the methods as stated above and rejecting any Products delivered. After the Products have been returned and your cancellation has been acknowledged, we will arrange for any sums paid by you to be refunded.


Damage during delivery

If goods are damaged in transit and the damage is apparent upon delivery, you should report such damage to us within 14 days and arrange return of the damaged Products. 

Upon receipt of the returned goods, you will be given the option to have the goods replaced (if stock is available) or to be refunded for the damaged Products. 

L&R Medical UK Ltd. reserves the right to exercise discretion with respect to any returns under these Terms and Conditions. Factors which may be considered in the exercise of this discretion include, but are not limited to, any characteristics of the goods which may cause them to deteriorate or expire rapidly.


*Termination and Right to cancel

For most Products purchased, you have a legal right to change your mind within 14 days of delivery and receive a full refund. These rights are conferred under the Consumer Contracts Regulation 2013 and Consumer Rights Act 2015.

Please note that your 14 days ‘right to cancel’ period begins once the item has been signed for either by you or by someone you have instructed to accept delivery on your behalf; i.e. a neighbour. 

Please see “Refunding your order” below for details on when a full refund may not be due. 

To notify us that you wish to exercise your right to change your mind, please let us know by doing one of the following:

    a) Calling our Customer Solutions team on 08450 606 707 / +44 (0)1283 576800 

    b)  You can write to us by post or email, using the following addresses:

         L&R Medical UK Ltd 
         1 Wellington Court 
         Lancaster Park
         Needwood 
         Burton upon Trent  
         Staffordshire 
         DE13 9PS 

         returns@uk.lrmed.com

    c) Using our website contact form: https://lrselfcare.co.uk/contact

Please provide your name, home address, order number, phone number and email address.


Return of Products 

If you wish to return the Products for any reason please call Customer Solutions or email us using the following email address: 

If you are exercising your right to change your mind, you must send off the Products within 14 days of telling us you no longer want the Products.

We will pay the costs of return;

    a) if the Products are faulty or misdescribed; or

    b) if you are returning the Product because we have told you of an upcoming change to the Products or these Terms and Conditions, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something that we have done wrong.

In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.

You are responsible for any costs incurred should you wish to return a Product to us.


Refunding your order

We will refund you the price for the Products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.

If you are exercising your right to change your mind:

    a) The Products are Medical Devices and therefore you are liable for any diminished value of the goods resulting from opening the packages and using them. You are required to return any goods for a reimbursement in an unused and unopened condition.

    b) We may reduce your refund of the price (excluding delivery costs) where the goods have been unpackaged or used. If we refund you the price paid for the Products before we are able to inspect them and later discover that you have handled them in an unacceptable way, you must pay us the full price of the Products.

    c) The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a Product within 3-5 Business Days at one cost but you choose to have the Product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.

We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind, then:
    a) Your refund will be made within 14 days from the day on which we receive the Product back from you or, if earlier, the day on which you provide us with evidence that you have sent the Product back to us; or

    b) in all other cases, your refund will be made within 14 days of your telling us you have changed your mind.

© 2024 L&R Medical UK Ltd

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