We hope that you are pleased with your order. However, should you wish to return any of the items you purchased, for any reason, we will be happy to refund, credit, or exchange a product subject to the following conditions*:
- Goods must be returned within 30 days of receipt of delivery.
- Goods must be unopened, in the original packaging, and in a resaleable condition.
- A completed returns form must accompany the goods, stating the reason for return and quoting the original invoice number.
- Non-stock items that have been specially ordered at your request are not returnable.
- Returned goods must be adequately packaged to avoid damage. Please retain proof of postage as we are unable to credit or exchange any items lost, or damaged in transit to us.
*These conditions do not affect your statutory rights relating to faulty or misdescribed goods or your right to cancel orders under the Consumer Contracts Regulations 2013.
Your refund will be processed once we receive your returned order. This will normally be processed within 24 hours, but it can take 3 to 5 working days (Monday-Friday, excluding bank holidays) to credit your account. Please retain your proof of postage until you have received your refund.
Where a credit or refund is given, this will be at the purchase price and refunded to the original payment card used, or credited to the practice account the order was delivered to.
If you have requested an exchange then the original payment/invoice will be credited or refunded, and a new invoice raised for the exchange goods.
In the event of your order being damaged in transit please notify us within 24 hours of receipt by calling 01708 726 535.
If external damage is evident on receipt of goods please sign ‘checked and found to be damaged’. We may ask for photographic proof of damage where the goods cannot be returned in the original packaging, to aid us in making a claim.
Arrange a return
Please download the returns form below, and follow the information
for your location when returning goods to us.
Returning UK Orders
Returns shipping for UK customers is free of charge. You can return items to us via Royal Mail by downloading the Returns Form and pre printed returns label, and following the steps shown below:
STEP 1
Complete the returns form, indicating your reason for return. Repackage the goods in the original packaging (or a suitable alternative) making sure to include the return form in the parcel.
STEP 2
Cut out and attach the pre-paid returns label to the outside of the packaging, making sure that it is fully visible and not obscured with tape or packaging. Please ensure you remove or cover any previous address information or barcodes on the packaging as this may lead to incorrect delivery.
STEP 3
Drop your parcel off at your nearest Post Office, remembering to request a proof of postage. Please keep this safe until we confirm to you that your return has been received and is being processed.
Once your return is received and inspected, we will contact you via the email address you provide on the returns form to confirm that we have received your returned item(s) and are processing your credit/exchange.
Returning EU Orders
Customers from outside of the UK can return goods using any local postal service, but please note - you'll need to cover the postage costs yourself. We would recommend you mark your parcel and customs declaration as 'RETURNED GOODS' to avoid being charged any duties.
The parcel remains your responsibility until it arrives with us so please ask for proof of postage. If your parcel goes missing in the mail, you’ll have evidence you’ve sent it. Please retain your proof of postage until we confirm to you that your return has been received and is being processed.
You can return items to us by downloading the Returns Form and following the steps shown on the form. Please ensure you call +44 (0)1708 726 535 to inform us of the return before posting anything to us.
Please note the returns form is only available in English. You can call us on +44 (0)1708 726 535 or email us at: info@orthoformwire.com if you need any further information or assistance.
Products should be returned to:
Orthoform Wire Limited
94 Park Lane
Hornchurch
Essex
RM11 1BE
United Kingdom