Returns & Refunds
FOR BUSINESS TO END USER SALES
1. YOUR RIGHTS TO END THE CONTRACT
1.1 You can always end your contract with us. Your rights when you end the contract will depend on what you have bought, whether there is anything wrong with it, how we are performing and when you decide to end the contract:
1.1.1 If what you have bought is faulty or misdescribed you may have a legal right to end the contract (or to get the product replaced or to get your money back), see clause 13;
1.1.2 If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;
1.1.3 If you have just changed your mind about the product, see clause 8.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions and you will have to pay the costs of return of any goods;
1.1.4 In all other cases (if we are not at fault and there is no right to change your mind) see clause 8.5.
1.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at 8.2.1 to 8.2.5 below the contract will end immediately and we will refund you in full. The reasons are:
1.2.1 we have told you about an upcoming change to the product(s);
1.2.2 we have told you about an error in the price or description of the product(s) you have ordered and you do not wish to proceed;
1.2.3 there is a risk that supply of the product(s) may be significantly delayed because of events outside our control;
1.2.4 we have suspended supply of the product(s) for technical reasons, or notify you we are going to suspend them for technical reasons; or
1.2.5 you have a legal right to end the contract because of something we have done wrong.
1.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most product(s) bought online you have a legal right to change your mind within 14 days and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms.
1.4 How long do I have to change my mind?
1.4.1 You have 14 days after the day you (or someone you nominate) receives the product, unless:
(a) Your products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the products.
(b) Your products are for regular delivery over a set period. In this case you have until 14 days after the day you (or someone you nominate) receives the first delivery of the products.
1.5 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind, you can still end the contract before it is completed, but you may have to pay us compensation. A contract for a product is completed when the product is delivered. If you want to end a contract before it is completed where we are not at fault and you have not changed your mind, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for the product(s) but we may deduct from that refund reasonable compensation for the net costs we will incur as a result of your ending the contract.
2. FOOTWEAR OR OTHER SUPPORTIVE DEVICES
2.1 Special care needs to be taken when trying on footwear or other skin contact items ordered from us. You must make sure you do not have any lotion, wounds or open areas on your skin. You must wear a sock to prevent skin contact with the footwear. If the product has been cut, torn or otherwise used, soiled or is not in its original packaging or with its IFU (Instruction for Use) it cannot be returned.
3. PRESSURE CARE DEVICES
3.1 Pressure care devices may be returned or exchanged only if they are in unused condition and if they are in the original manufacturer’s packaging. Once opened, they cannot be returned or exchanged, unless there is a manufacturer’s defect. If the product has been cut, torn or otherwise used or soiled it cannot be returned.
4. HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)
4.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:
4.1.1 Phone or email. Call customer services on 01986 798120 or email us at firstname.lastname@example.org. Please provide your name, home address, details of the order and, where available, your phone number and email address.
4.1.2 By post. Simply write to us at our address, including details of what you bought, when you ordered or received it and your name and address.
4.2 Returning products after ending the contract. If you end the contract for any reason after the product(s) have been despatched to you or you have received them, you must return them to us. You must return the product(s) by posting them back to us at 25 Halesworth Business Centre, Norwich Road, Halesworth, Suffolk, IP19 8QJ (Monday – Friday, 9:00am – 4:00pm) or (if we decide that the goods are not suitable for posting) allow us to collect them from you. Please call customer services on 01986 798120 or email us at email@example.com for a return label or to arrange collection. If you are exercising your right to change your mind you must send off the goods within 14 days of telling us you wish to end the contract.
4.3 When we will pay the costs of return. We will pay the costs of return:
4.3.1 if any product is faulty or misdescribed;
4.3.2 if you are ending the contract because we have told you of an upcoming change to the product, 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 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.
4.4 What we charge for collection. If you are responsible for the costs of return and we are collecting the product(s) from you, we will charge you the direct cost to us of collection.
4.5 How we will refund you. We will refund you the price you paid for the product(s) including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
4.6 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:
4.6.1 We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the product(s), if this has been caused by your handling them in a way described in clauses 9 or 10. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, as described in clauses 9 or 10, you must pay us an appropriate amount.
4.6.2 The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.
4.7 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then:
4.7.1 If we have not offered to collect them, your refund will be made within 14 days from the day on which we receive the product(s) back from you.
FOR BUSINESS TO BUSINESS SALES
We are under no obligation to accept products for return in the absence of any breach of clause 1.1 below or other default. However, if we decide to accept products for return in these circumstances, the customer must pay for the return of the products and is also responsible for the risk of return of the products. We reserve the right to require the customer to pay such handling charges as we advise – please see details below for our full set of charges.
1.1 V-M Orthotics Ltd warrants that on delivery the products shall:
1.1.1 conform in all material respects with their description and any applicable specification; and
1.1.2 be free from material defects in design, material and workmanship.
2.1.1 the customer must give notice in writing to us if some or all of the products do not comply with the warranty (set out in our full Terms and Conditions Policy) within 3 days of delivery. The customer must provide the order/invoice number and the code numbers of the products in the notice;
2.1.2 We must be given a reasonable opportunity of examining such products; and
2.1.3 the customer (if asked to do so by ourselves) must return such products to our business address at our cost. Such products must be in their original packaging,
we shall, in our option, repair or replace the defective products, or refund the price of the defective products in full.
2.2 We shall not be liable for the products’ failure to comply with the warranty set out in our full Terms and Conditions Policy in any of the following events:
2.2.1 the customer makes any further use of such products after giving notice in accordance with clause 2.1.1
2.2.2 the defect arises because the customer failed to follow our oral or written instructions as to the storage and maintenance of the products or (if there are none) good trade practice regarding the same;
2.2.3 the customer alters or repairs such Products without the written consent of the Supplier;
2.2.4 the defect arises as a result of wilful damage, negligence, or abnormal storage or working conditions; or
2.2.5 the Customer has allowed any of the products to become soiled in any way.
For the return of non faulty goods our policy is as follows:
3.1 We will accept returns on orders placed within 30 days. If requests are for orders 30 days + we reserve the right to refuse returns.
3.2 There is a standard restocking fee of £1.00 per item (+VAT) plus an Administration fee of £5.00 (+VAT) for 1 item being returned or £10.00 for 2 or more items returned (+ VAT) . Please note that this is the maximum chargeable fee.
3.3 Carriage is non-refundable on all sales.
3.4 Items returned in non-resale condition will not be credited. (This includes product packaging)
3.5 Once goods have been received by ourselves and inspected for condition, a credit note will be issued to the customer for the full purchase price minus the restocking fee and administration fee.
3.6 Any goods deemed to be faulty will receive a full refund at purchase price.