Returns, Refunds
& Delivery

Business customers only

PrecisionDermal supplies goods strictly on a business-to-business basis. This policy applies where the purchaser is acting wholly or mainly for purposes connected with its trade, business, craft or profession.

By ordering, the customer confirms that it is not purchasing as a consumer. Consumer cancellation rights, including the 14-day cooling-off period, do not apply to a genuine business purchase.

Nothing in this policy excludes any right that cannot lawfully be excluded or applies because a purchaser is, in fact, legally acting as a consumer.

Order changes and cancellations

Customers must check product codes, descriptions, specifications, quantities, prices and delivery details before submitting an order.

A cancellation or amendment is effective only when accepted by us in writing. We may refuse a request where goods have been allocated, ordered from a supplier, prepared, personalised, packed or dispatched.

Special-order, bespoke, personalised, temperature-controlled and specifically sourced goods cannot be cancelled once procurement or preparation has begun.

Where we agree to a cancellation, the customer must reimburse reasonable costs and commitments already incurred, which we will identify where practicable.

Goods that cannot be returned when non-faulty

Unless faulty, misdescribed or incorrectly supplied by us, we do not accept returns of:

• Sterile, clinical, invasive or hygiene-sensitive products;
• Products with a broken, removed or compromised seal;
• Opened, used, handled, contaminated or improperly stored goods;
• Medicines, prescription-only products or temperature-controlled goods;
• Products with damaged, marked or altered packaging or labelling;
• Special-order, bespoke, personalised or specifically sourced products;
• Short-dated goods where the expiry date was disclosed before purchase;
• Clearance, end-of-line or discontinued goods sold as such;
• Goods that cannot be safely resold because traceability or storage integrity cannot be verified.

This restriction protects product integrity, traceability, hygiene and patient safety.

Delivery

Standard delivery is normally within 3–5 working days from dispatch unless a different service or lead time is agreed in writing.

A stated delivery date is an estimate and time is not of the essence unless expressly agreed by an authorised representative of PrecisionDermal.

Delivery may be affected by product availability, manufacturer lead times, regulatory checks, courier disruption, customs, weather or events outside our reasonable control. We will take reasonable steps to communicate a material delay.

The customer is responsible for supplying a complete and accurate delivery address, contact details, opening hours, access information and any safe-place instruction.

Additional costs caused by incorrect details, refused delivery, restricted access or repeated delivery attempts may be charged to the customer.

Delivery is completed when the goods are delivered to the stated address, accepted by a person at that address, or left in accordance with the customer’s authorised instruction.

Courier tracking and proof of delivery will be evidence of delivery unless reliable contrary evidence is provided.

Inspection and notification periods

The customer must inspect the external packaging, quantities, product references, seals and visible condition as soon as reasonably possible after delivery.

These reporting periods allow us to preserve evidence and pursue courier or supplier claims.

A delay may affect a claim to the extent that it reasonably prevents investigation, but it does not remove rights relating to a defect that could not reasonably have been identified earlier or any right that cannot lawfully be excluded.

Damaged, missing or incorrectly supplied goods

A claim should include, where relevant:

• The order or invoice number;
• The product name, code, quantity, batch or lot number and expiry date;
• A clear description of the problem;
• Photographs of the outer packaging, shipping label, internal packaging and goods;
• Details of any visible courier damage noted at delivery.

Keep all goods and packaging until we confirm whether they are needed for inspection, collection or a courier investigation.

Do not dispose of or return anything without written instructions unless immediate disposal is necessary for safety or required by law.

Where we verify that an item is missing, damaged in transit or incorrectly supplied by us, we will provide an appropriate remedy under section 11.

Return authorisation process

No goods may be returned without our prior written return authorisation and instructions.

Unauthorised returns may be refused, held at the customer’s risk or sent back at the customer’s cost.

1. 1
   Contact us

   Send the order details, reason and evidence to hello@precisiondermal.co.uk.

2. 2
   Wait for written instructions

   We will confirm whether return, collection, photographs or manufacturer review is required.

3. 3
   Package securely

   Use the original packaging where possible and include the return reference.

4. 4
   Preserve traceability

   Do not obscure product, batch, lot, serial or expiry information.

Authorisation to return goods does not itself confirm that a claim has been accepted. Acceptance follows inspection and any reasonably necessary investigation.

Available remedies

Where we accept a valid claim, we will provide the remedy that is reasonable in the circumstances and permitted by law. This may be:

• Supply of the missing quantity;
• Replacement of the affected goods;
• Repair, where appropriate;
• A credit note against the customer account;
• A refund of the price paid for the affected goods.

We may choose replacement or repair before a refund where that remedy is reasonable and can be completed without undue delay or significant inconvenience.

A refund or credit will normally be limited to the affected goods and any directly attributable standard delivery charge, unless applicable law requires otherwise.

Refunds and credit notes

An approved refund will normally be processed within 10 working days after the claim has been accepted and, where required, the goods have been received or inspected.

Banking and payment-provider processing times are outside our control.

Refunds will usually be made to the original payment method. For customers purchasing on account, we may issue a credit note or apply the credit to outstanding invoices.

We may set off an agreed refund or credit against any undisputed overdue amount owed by the customer, where legally permitted.

Original or return delivery charges are not refundable for an ordering error or discretionary non-faulty return.

Where the problem was caused by us, we will arrange or reimburse reasonable standard return carriage agreed in advance.

Chargebacks and payment disputes

Customers should contact us promptly before starting a chargeback or payment dispute so that we can investigate and attempt to resolve the matter.

This request does not remove any right to use a lawful card-scheme or banking dispute process.

Where a chargeback is raised dishonestly, duplicated after a refund, or maintained despite clear proof that the contractual amount is due, we may defend the chargeback and recover the unpaid debt and reasonable recovery costs to the extent permitted by law.

Limits of liability

Nothing in this policy excludes or restricts liability for:

• Death or personal injury caused by negligence;
• Fraud or fraudulent misrepresentation;
• Breach of obligations that cannot lawfully be excluded;
• Any other liability that the law does not permit us to exclude or restrict.

Subject to the paragraph above and to the fullest extent permitted by law, we are not liable for indirect or consequential loss, loss of profit, revenue, business, goodwill, anticipated savings, cancelled appointments or procedures arising from delay or a return issue where that loss was not reasonably foreseeable or was not caused by our breach.

The customer must take reasonable steps to reduce avoidable loss, including maintaining suitable stock levels for critical use and not scheduling procedures in reliance on an estimated delivery date.

Our aggregate liability arising from the affected order will not exceed the amount paid for the affected goods, except where such a limit would be unlawful or unreasonable under applicable law.

Relationship with our terms and governing law

This policy forms part of our contract with the customer and should be read with our Terms and Conditions of Sale, order confirmation, quotation and any written account terms.

If documents conflict, specifically negotiated written terms take priority, followed by the order confirmation, our Terms and Conditions of Sale and then this policy.

This policy and any non-contractual obligations connected with it are governed by the laws of England and Wales.

The courts of England and Wales have exclusive jurisdiction, unless the parties agree another dispute-resolution process in writing.