What is our return policy?
If you are not entirely satisfied with your order, you may be entitled to a refund, however the item must be unused, certain items are not accepted for returns.
We do not accept returns for the following items:
Made to order items such as upholstery
Special order items
Single Patient Products such as Putty, Self Adhesive Electrodes - this is due to infection control regulations.
Items worn on the body such as Garments, Supports - this is due to infection control regulations.
Spare parts are accepted for return, however they will carry a restocking fee of 20% of the original sale price, spare parts require testing & checking before they can be restocked.
In order for us to process your refund with no delays we ask you to adhere to the following instructions:
To obtain a refund please contact our customer services team on [email protected] to obtain a “RTN” number. Without an RTN number your order may not be processed and certainly will be delayed in being proceessed.
We only accept returns sent back to us within 21 days of delivery. We do not cover the cost of sending your order back to us. (The full cost of the return including postage, packaging, insurance, import taxes, surcharges and any cost incurred by Trimbio is the senders responsibility).
All return packages must be shipped with a proof of postage. We are not able to process refunds if proof of postage is not provided. The goods are your responsibility until they reach our warehouse, so make sure it's packed up properly and insured correctly, we would not want to them to get damaged during the returns process.
The items must be sent back to us in original condition with packaging, instructions and all accessories still attached / included.
We are unable to refund the initial shipping cost of your order.
We aim to accept all returns that meet our returns policy, however in the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you. All goods will be inspected / tested on return prior to any refund being issued.
Will you refund the cost of shipping if I return my order?
We will refund the complete cost of the items in your order. We will not refund the shipping costs or any related costs.
Can I exchange an item?
If you wish to exchange a product, you will need to pay any difference in the product value and shipping costs. The returned item will need to have been received and inspected before the exchange items are dispatched.
I received a wrong item. Can I obtain a free refund?
If you received a wrong item we will cover the cost of returning your order, this will be either by way of sending you a postage label to attach to the original packaging and you will be required to drop the parcel off at a local post office or collection point, or by arranging collection by courier, the package will be collected in normal working hours of Monday to Friday 9am to 5.30pm. We will also cover the cost of shipping of the replacement item.
How long does it take to process a refund?
Please allow up to 14 days for your return to be processed. All refunds will be provided via the original method of payment.
What do I do if my question isn't covered here?
If you cannot find the answer to your question here, you can contact our customer services team on [email protected]. If you have already placed your order please include the details of your order and details of your enquiry. Our online customer service team is available Monday to Friday from 9am to 5.30pm.