Refund and Returns Policy

This policy supports, and does not replace or reduce, your statutory rights. Goods must be as described, of satisfactory quality and fit for their normal or agreed purpose. Different remedies and time limits can apply when goods are faulty, damaged, misdescribed or otherwise do not conform to the contract.

For most goods ordered at a distance, you may tell us that you wish to cancel within 14 days after the day the goods are delivered. You then normally have a further 14 days to return them or make them available under the agreed return arrangements.

You do not need to give a reason. To exercise the right, send a clear statement through your customer account where the relevant order is available, or contact MH Surgical. Keep evidence of when you notified us.

Each purchased item keeps the refund-request window shown for that product when the order is placed. The current storefront may allow a request within 30 days of delivery where that product’s saved order policy says 30 days.

This operational request window does not shorten any statutory cancellation or faulty-goods right. Eligibility is checked against the delivered order item and its saved policy, not a later catalogue change.

A change-of-mind cancellation right may not apply where an exception permitted by law applies. We will identify any relevant exception before order acceptance.

• Goods made to your specifications or clearly personalised beyond standard catalogue choices.
• Sealed goods that are not suitable for return for genuine health-protection or hygiene reasons after the seal has been broken, where the legal exception applies and was explained before purchase.
• Goods inseparably mixed with other items after delivery.

You may inspect goods as you reasonably could in a shop. Please keep them secure and avoid use beyond what is necessary to establish their nature, characteristics and functioning. A legally permitted deduction may be made if unnecessary handling reduces value.

Do not send a product back without agreed return instructions. Contact us so the correct return or collection arrangement can be confirmed.

The applicable return method and any return or collection cost will be explained for the request. Where goods are faulty or incorrect, MH Surgical will explain the available resolution and return arrangement.

The fixed outbound delivery charge does not mean that every change-of-mind return or collection is free.

For an eligible distance-sale cancellation, a refund is normally made within 14 days after we receive the returned goods or, if earlier, after you provide evidence that they were sent back. We may withhold the refund until then where the law permits.

Because MH Surgical does not take payment through this website, refunds are returned using the original or otherwise agreed payment route. We will never ask you to disclose a password or full security credential to receive a refund.

Contact us promptly with the order reference and clear details. Photos may help us assess damage, but do not remove your legal rights. Consumers may have a short-term right to reject non-conforming goods within 30 days, followed by rights that can include repair or replacement and, where the legal conditions are met, a price reduction or final right to reject.

Damage should be reported as soon as reasonably possible so delivery evidence can be checked. Do not dispose of goods before we confirm the next step unless safety requires immediate action.

Product-specific warranty support is separate from a normal refund request. When a product includes a warranty, its duration is shown on the product and order records. Use the Warranty Claims area in your customer account for a warranty issue.

Sign in to your customer account and select the eligible delivered order item, or contact MH Surgical if you cannot access the account. Provide the order reference, item, reason and any useful evidence. MH Surgical reviews the request and communicates the outcome.