Refund policy

This policy explains when you can return something to us and how to go about it. Nothing here affects your legal rights.

Before you return anything

Email info@earcareclinic.com with your order number and what you would like to return. We will confirm the return and give you the address to send it to. Please do not send anything back before you have heard from us, because parcels that arrive unannounced are difficult to match to an order and slow to refund.

Sterile and single-use items

Most of what we sell is supplied sterile and individually sealed. An unused item can be returned even if its packaging has been opened, the outer box included. Anything that has been used cannot come back, for the obvious hygiene reason, and that applies whether you are buying as a consumer or for a clinic. An item that comes back showing signs of use will be sent back to you rather than refunded.

If you are buying as a consumer

You have the right to cancel within 14 days of receiving the goods, without giving a reason, and a further 14 days to send them back once you have told us. You can tell us by email, or by using the cancellation form wording set out in the Consumer Contracts Regulations. We will refund what you paid, including the standard delivery charge, within 14 days of getting the goods back.

The exception is anything that has been used, as set out above. Return postage is yours to pay unless the item was faulty, damaged or not what you ordered.

If you are buying for a business or clinic

The statutory cancellation right above applies to consumers, not to business purchases, so it does not apply to most of our customers. We offer our own 14 day return window instead: tell us within 14 days of delivery, return the goods unused and in their original packaging, and we will refund the purchase price. Return postage is yours, and the original delivery charge is not refunded.

Where a return is because the wrong item was ordered, we may deduct a restocking charge of up to 25% of the price. We do not apply it to a one-off mistake; it is there for repeated ordering errors, and we will tell you before you send anything back if it is going to apply.

Anything faulty, damaged or wrong

This one is simple, and it applies to everyone. If an item arrives damaged in transit, short, faulty, or is not what you ordered, tell us within 7 days of delivery and we will replace it or refund it in full, including postage both ways. Seven days is the window our carrier and our supplier give us to raise it with them, so please check the parcel when it arrives. Photographs of the damage and the outer packaging help us settle it with the carrier, so send those if you can. A fault that only shows in use should be reported as soon as you notice it.

Consumers additionally have 30 days from delivery to reject faulty goods for a full refund under the Consumer Rights Act 2015, and rights to repair or replacement after that.

How refunds are paid

Refunds go back to the card or account you paid with. We process them as soon as the return arrives and is checked; how quickly the money appears after that is up to your bank, and is usually a few working days.

Cancelling before dispatch

If you email us before an order has gone out we will cancel it and refund you in full. Orders are passed to our supplier quickly, so please get in touch as soon as you can.

Complaints

If something has gone wrong and you are not happy with how we have handled it, write to us at info@earcareclinic.com and mark it for the attention of the directors. We will reply within five working days.