Refunds & Returns Policy

1. Purpose of this policy

This Refunds and Returns Policy applies to products purchased through our website and customer channels. It is designed to set clear expectations for both our customers and our team, ensuring fair handling of returns, refunds, and disputes.

2. Returns eligibility

A return may be considered if:

• The item delivered is incorrect
• The item is damaged in transit
• The item is defective or faulty
• The item does not match the description provided
• We have agreed to a return in writing before the item is sent back

3. Items that are not eligible for return

To protect customer safety, product integrity, and operational fairness, the following items are generally not eligible for return:

• Opened or used products
• Products that have been tampered with or altered
• Items without original packaging or proof of purchase
• Custom, bespoke, or specially ordered items
• Products that have been used outside the recommended handling instructions

4. How to request a return

To request a return, please contact us promptly using the contact details listed at the end of this policy. Please provide:

• Your full name and order number
• A description of the issue
• Photographs if the item is damaged or defective
• Any relevant order confirmation or purchase record

Once a return request is reviewed, we will advise whether the item qualifies for return and provide any required instructions.

5. Refunds

Refunds are processed once a returned item has been received and inspected, or if the issue has been verified by our team without requiring a physical return.

We will usually issue refunds to the original payment method used for the purchase, unless otherwise agreed in writing.

6. Refund timing

We aim to process approved refunds as quickly as possible once the return is confirmed. The exact timeframe depends on payment provider processing times and the nature of the claim.

If a refund is approved, customers will receive confirmation once the refund has been processed.

7. Damaged, incorrect, or faulty deliveries

If the order arrives damaged, incorrect, or not as expected, please contact us immediately. We may ask for photographs or other evidence to assess the issue and arrange either:

• A replacement item
• A refund
• A partial credit where appropriate

In cases involving damage or fulfilment mistakes on our side, we may cover the cost of the return shipping and any reasonable associated expenses.

8. Return shipping costs

Return costs are usually borne by the customer unless:

• The item was incorrect or damaged when it arrived
• The order was faulty or defective
• We agreed to cover the return cost in advance

We reserve the right to refuse returns where the return postage is not organised in line with our authorisation process.

9. Cancellation of orders

If you wish to cancel an order, please contact us before the order is dispatched or processed. Once an order has entered the fulfilment stage, cancellation may no longer be possible and the return process may apply instead.

10. Delayed or missing refunds

If a refund has not appeared after the expected timeframe, please contact us with your order number and confirmation details. We will review the status of the refund and liaise with the relevant payment provider where necessary.

11. Disputes and resolution

We are committed to resolving issues in a fair, transparent, and customer-focused way. If a return or refund request is disputed, we will review the relevant order details, product condition, and communications to reach a fair decision.

In the event that a customer does not agree with our decision, we will invite them to provide further information and explain the basis of the concern so that the matter can be reviewed responsibly.

12. Contact us

If you need assistance with a return, refund, damaged delivery, or any other order-related concern, please contact us using the details below:

Email: hello@alluvimedical.co.uk
Website: https://alluvimedical.co.uk
Customer Support: Contact form available on our website