Refund Policy

At G&M Medical Supply, we are committed to providing our corporate, clinical, and trade partners with equipment and supplies of the highest standard. Due to the sensitive and regulated nature of medical supplies, we operate a strict, fully compliant, and traceable returns process.

30-Day Commercial Return Window

We offer a 30-day return window for eligible commercial orders. You have 30 calendar days from the date your delivery is received to request a return.

To be eligible for a return, all goods must be returned in a fully resaleable condition. This strictly means the items must be:

• Unopened and unused

• Retaining all original seals and tags intact

• Housed in their original, undamaged commercial packaging

You will also be required to provide your original commercial invoice, purchase order (PO) number, or proof of purchase.

Mandatory Return Authorisation

Do not dispatch goods back to our facility without prior written authorisation.

To initiate a return, your procurement representative must contact our team at hello@gm-med.co.uk.

If your return request is provisionally accepted, we will issue a formal Return Authorisation and provide detailed instructions on how and where to securely send your package to our Congleton facility. Any items sent back to us without first requesting and receiving this authorisation will be unequivocally rejected and returned to your organization at your own expense.

Damages, Defects, and Non-Conforming Goods

In accordance with the Consumer Rights Act 2015 and standard UK B2B commercial trading standards, we require you to comprehensively inspect your order immediately upon receipt.

Please contact us at hello@gm-med.co.uk within 48 hours of delivery if an item is defective, damaged in transit, or if you have received incorrect or non-conforming goods. Prompt notification allows us to swiftly evaluate the issue, launch an investigation with our logistics partners if necessary, and arrange a replacement or credit to rectify the matter for your facility.

Exceptions and Non-Returnable Items

For health, safety, and hygiene reasons, certain categories of medical supplies cannot be returned under any circumstances once they have left our controlled supply chain. These exceptions include:

• Goods where the sterile seal or packaging has been broken or tampered with.

• Temperature-controlled or perishable medical goods.

• Personal Protective Equipment (PPE) that has been unsealed.

• Custom-manufactured products, special bespoke orders, or personalized items.

• Hazardous materials, flammable liquids, or gases.

If you have specific queries regarding the return eligibility of a specialized medical item prior to placing a bulk order, please contact our team for clarification.

Exchanges

To maintain accurate commercial audit trails and inventory controls, we do not process direct exchanges. The most efficient method to ensure your facility receives the correct equipment is to return the original item following our Authorisation process. Once the return is accepted and processed, your procurement team may submit a new, separate purchase order for the required items.

Refund Processing and Corporate Accounting

Once your returned goods arrive at our Congleton facility, they will undergo a strict quality control inspection. We will notify your designated contact via email to confirm receipt and advise whether the refund has been approved based on the condition of the goods.

If approved, the refund will be automatically processed and credited back to your original corporate payment method or commercial account within 10 business days. Please be aware that your acquiring bank or credit facility may require additional processing time to post the funds to your account ledger.

Note: Unless the return is due to a defect or an error on the part of G&M Medical Supply, the buyer is responsible for all return shipping and handling costs.

If more than 15 business days have passed since we approved your return and the funds have not yet cleared, please contact our accounts team at hello@gm-med.co.uk.