Returns

Our Returns Policy At Affinity Health Care Services Ltd, customer satisfaction is important to us. We want customers to feel confident when purchasing through our online shop. If you are unhappy with your purchase, you may be entitled to return the item or request a refund in accordance with this policy and applicable consumer protection laws. 14-Day Right to Cancel If you purchase goods from our online shop as a consumer in the UK, you generally have the right to cancel your order within 14 days of receiving the goods without giving a reason. For orders containing multiple items delivered separately, the cancellation period normally starts when you receive the final item. To exercise this right: Contact us within 14 days of receiving your order. Clearly inform us that you wish to cancel your purchase. Return the goods within 14 days after notifying us of your cancellation. You do not have to use a particular cancellation form, but your cancellation must be clearly communicated to us. Condition of Returned Items Returned items should be sent back in their original condition, with all accessories and packaging where reasonably possible. Customers may inspect goods in the same way they would be permitted to inspect them in a physical shop. We reserve the right to make a lawful deduction for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. Healthcare and Hygiene-Related Products For health, safety and hygiene reasons, certain healthcare products may not be eligible for return once their protective seal has been broken. This may apply to sealed products that are not suitable for return due to health protection or hygiene reasons once unsealed after delivery. This exclusion only applies where permitted by applicable law. It does not affect your rights where a product is faulty, damaged, incorrectly supplied or not as described. Faulty, Damaged or Incorrect Items If you receive a faulty, damaged or incorrect product, please contact us as soon as possible. We may request photographs, order details or other reasonable information to help investigate the issue. Where a product is faulty or does not meet your statutory rights, you may be entitled to a repair, replacement, refund or other appropriate remedy under applicable consumer law. Nothing in this policy limits your statutory consumer rights. Refunds Where a cancellation or return qualifies for a refund, we will process it in accordance with applicable law. For eligible distance-sale cancellations: Refunds will normally be made using the original payment method unless otherwise agreed. We will refund the cost of standard delivery where required by law. We are not required to refund additional delivery costs resulting from a more expensive delivery option selected by the customer. Refunds will normally be issued within 14 days of receiving the returned goods or receiving evidence that the goods have been sent back, whichever happens first. Return Shipping Costs Where a customer exercises their 14-day cancellation right, the customer is responsible for the direct cost of returning the goods unless we have agreed to pay those costs or have failed to inform the customer that they are responsible. Where an item is faulty, damaged or incorrectly supplied, we will arrange an appropriate return solution in accordance with applicable consumer law. Cancellation of Healthcare Services Where a customer purchases a healthcare service online, the customer generally has 14 days from the date the contract is entered into to cancel. If the customer expressly requests that a service begins during this cancellation period, they may be required to pay a proportionate amount for services already provided before cancellation, where permitted by law. Where a service has been fully performed during the cancellation period, the right to cancel may be lost if the customer gave the required prior express consent and acknowledgement. Certain healthcare services may be subject to specific legal exceptions. How to Request a Return or Refund Please contact our customer support team with: Your full name. Order number. Email address used for the purchase. Description of the issue or reason for cancellation. Photographs, where relevant. Returns and Refunds Contact: Email: [Insert returns email] Telephone: [Insert telephone number] Return Address: [Insert authorised returns address] Please do not send healthcare products back without first contacting us if the product requires special handling or has specific storage requirements. Standard Cancellation Form You may use the following form if you wish to cancel your purchase: To: Affinity Health Care Services Ltd I hereby give notice that I cancel my contract for the purchase of the following goods/services: Order number: Product/service: Date ordered: Date received (where applicable): Customer name: Customer address: Customer email: Date of cancellation: