HypaGel Hot/Cold Pack Standard

Returns Policy

Where goods have been delivered to The Customer in accordance with an order placed by them, but are subsequently not required, The Customer is required to restore them to The Company at The Customer's cost and to take reasonable care of those goods in the meantime.

All items being returned by The Customer must be in their original condition and packaging within 30 days of receiving the goods. If these conditions are met, firstaid.co.uk will issue a full refund for the goods, or exchange items where required.

firstaid.co.uk will only refund the delivery charge if the return is as a result of our error, or as a result of a genuine fault with an item but instructions in these instances should be sought from the sales office first. In the case of faulty goods, faults can only be determined upon return of your item and at the discretion of firstaid.co.uk. firstaid.co.uk are not be responsible for the loss of your items when returning them to us, however we do request that you return items via 1st class recorded post, to help you to track and trace the whereabouts of your parcel and cover yourself for any loss should it occur.

Returning an Item

firstaid.co.uk offer a 30 day refund or exchange policy on all items purchased, providing they meet the conditions set out in our returns policy. If you are returning an item with a genuine fault please contact the office first with details of the fault and request instructions for returning it to us at our cost. If a faulty item is returned to us without prior notification, please be advised we cannot refund your postage costs.

How do I return an item?

In the first instance, please email us at sales@firstaid.co.uk detailing your reason for the return. Our Customer Services team will then generate a returns number for you to add to all parcels to be returned. This ensures any returns are dealt with as efficiently as possible. Where possible, please send items back to us using the packaging provided with your order and ensure this is taped securely. Unless we agree to arrange collection directly, please send your returns via first class recorded delivery to:

Returns Department
Safety First Aid Group Limited
Avenue One
Letchworth Garden City
Hertfordshire
SG6 2WW

When will I receive my Refund or Exchange?

When we receive a returned item, our returns department will first ensure that it meets the conditions set out in our returns policy. Once this is checked we will process your request as stated on the returns form you filled in when sending back your item. Exchanges will be processed and dispatched immediately, unless there are any unforeseen problems with your returned item, which may include the goods, the return information provided or if the items you require are out of stock.

Refunds will be completed as soon as possible, and these usually clear within 7 days of us receiving your returned goods. Refunds are also issued according to the way you originally purchased your items and only processed after we receive your goods and the relevant checks have been made. Therefore a guaranteed time scale for refunds or exchanges cannot be specified.

Delivery:

All goods quoted for delivery shall be delivered to the address instructed by the Customer. We would always endeavour to send items together, however based on stock availability, items may sometimes be sent in separate packages to ensure delivery is as quick as possible. The cost of goods delivered will be charged to the Customer as defined on the web site. Although guidelines have been provided, specific times and dates for delivery cannot be guaranteed. The Company shall not be liable for any loss whatsoever caused by non-delivery or delay in delivery. firstaid.co.uk require a 14 working days waiting period before being able to trace, replace or refund lost items.

Dispatching your Goods:

Firstaid.co.uk opening hours are between 8.30am and 5.00pm Monday to Friday, and our sales team will be happy to deal with any queries you might have during these times.

Delivery Methods & Times:

Firstaid.co.uk use various delivery methods, dependent upon the weight of the parcel. These methods include Royal Mail and Courier delivery services. Standard delivery usually takes 2-3 working days from date of posting, but may take longer if circumstances beyond our control disrupt postal services. Firstaid.co.uk cannot process claims for loss of goods until 14 working days (3 weeks) have passed. If the standard tracked (no signature) or recorded service has been used and the item is stated as delivered we may not be able to replace goods unless a full investigation shows the items have been stolen in transit or on delivery, a crime number may be required.

Delivery Charges:

The standard delivery charge is £5.95 for orders under £50 (excluding VAT) or free on orders over £50 (excluding VAT) UK mainland only, excluding Scottish Highlands.

Delivery charges for non-UK mainland and Scottish Highland addresses are detailed below. Delivery charges are subject to change. Firstaid.co.uk reserve the right to change delivery charges without prior notice.

For international delivery please contact our Customer Services Team.

Aerosols:

Please note that Royal Mail classes aerosols as a prohibited