Refund policy
Returns & Refunds
At Kensington Medical Supplies, we are committed to delivering the highest quality medical and healthcare products. If you need to return an item or have an issue with your order, our returns policy is set out below.
Our 30-Day Returns Guarantee
You may return most unused items within 30 days of delivery for a refund or exchange, provided items are unopened, complete with all tamper-evident seals intact, and in their original, undamaged manufacturer packaging.
Under the UK Consumer Contracts Regulations 2013, individual consumers also have a statutory right to cancel within 14 days of receiving goods, subject to the medical hygiene exclusions below.
Hygiene & Medical Safety Exceptions
In accordance with UK health, safety, and infection control regulations, the following items cannot be returned once packaging or seals have been opened, unless they are proven faulty or delivered in error:
- Disposable examination & surgical gloves (Nitrile, Latex, Vinyl)
- Face masks, FFP2/FFP3 respirators, aprons, and personal protective equipment (PPE)
- Sterile swabs, dressings, bandages, gauze, and wound care consumables
- Needles, syringes, cannulas, and sharps containers
- Disinfectant solutions, skin cleansers, sanitising wipes, and chemicals
- Temperature-sensitive products and special/custom orders
How to Return an Item
- Request a Return Authorisation (RMA): Email sales@kensingtonmedicalsupplies.com with your order number, the item(s) you wish to return, and the reason.
- Receive Return Instructions: Our customer support team will issue an RMA number and provide the correct returns warehouse address. (Please do not return items without an RMA, as this may delay processing).
- Package Securely: Ensure items are safely packed in protective outer packaging (please do not write directly on or apply courier labels directly to manufacturer product boxes).
- Send via Tracked Courier: Return postage is the customer's responsibility unless the item is faulty or delivered incorrectly. We strongly recommend using a tracked, insured service (e.g. Royal Mail Tracked or DPD) as we cannot be held responsible for goods lost or damaged in transit.
Damaged, Faulty, or Short-Delivered Items
If your order arrives damaged, short, defective, or incorrect:
- Please notify us within 48 hours of delivery by emailing sales@kensingtonmedicalsupplies.com with your order number and photographic evidence of the damage or discrepancy.
- We will arrange a free collection or provide a pre-paid return label and issue an immediate replacement or full refund, in full compliance with the Consumer Rights Act 2015.
Refund Processing
Once your return is received and inspected at our warehouse:
- We will email you to confirm receipt and the status of your refund.
- Approved refunds are credited back to your original payment method (card, PayPal, or trade account credit) within 5–10 working days.
B2B & Trade Account Orders
For wholesale, clinical, and commercial trade accounts, non-faulty returns are accepted at our discretion, must be pre-authorised within 14 days of delivery, and may be subject to a 15% handling/restocking fee to cover warehouse inspection and restocking costs.
Questions or need assistance?
Email: sales@kensingtonmedicalsupplies.com
Phone: 07936674455 (Monday – Friday, 9:00am – 5:00pm)