Refund and Returns Policy

MediMatch Dental Laboratory Ltd. Refund and Returns Policy

Thank you for ordering at MediMatch Dental Laboratory Ltd.!

Please note that orders involving custom-made medical devices and personalised goods cannot be cancelled, exchanged or refunded according to the UK law (Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulation 28(1)(b)) unless they are found to be faulty or not as described (https://www.gov.uk/accepting-returns-and-giving-refunds).

For details regarding guarantee period and coverage of custom-made medical devices, please refer to https://medimatch.co.uk/terms-conditions/.
Exchanges (if applicable):

MediMatch Dental Laboratory Ltd. only replaces custom-made medical devices found to be defective, damaged or not as described. If you need to replace a custom-made medical device, send us an email at lab@medimatch.co.uk

MediMatch Supplies Ltd. Refund and Returns Policy

Thank you for shopping at MediMatch Supplies Ltd!

Refund policy for non-faulty items:

We offer a refund for non-faulty items upon receiving a cancellation request in written form no later than 14 days from the delivery date of your purchase. A refund will be issued within 14 days from the date of delivery of the returned goods.

If more than 14 days have passed since the purchase of a non-faulty item, no refund and/or exchange will be offered.

For high-value items, including but not limited to dental scanners and specialised equipment, cancellations may be subject to a cancellation fee or forfeiture of deposit.

MediMatch reserves the right to deduct any supplier penalties, restocking fees, or non-recoverable costs from the refund amount. These terms will be clearly communicated at the time of purchase and must be accepted by the customer prior to order confirmation.

Eligibility for refunds and exchanges

• Your item must be unused and in the same condition that you received it.
• The item must be unopened in the original packaging.
• To complete your return, we require a receipt or proof of purchase.
• If the item in question was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return.
• You will be responsible for paying for your own shipping costs for returning your item.
• Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from it.
• Depending on where you live, the time it may take for your exchanged product to reach you may vary.
• The Customer is responsible for ensuring the item is returned. MediMatch Supplies Ltd. recommends using a trackable shipping service and/or purchasing a shipping insurance, especially for high-value items.

Refund policy for faulty items:

We offer a refund for faulty items upon receiving a refund request in written form. If the request is received after 6 months from the purchase date, the Customer must provide a prove that the item was faulty at the time of purchase. A refund will be issued within 14 days from the date of delivery of the returned goods.

We only replace items if they are proven to be defective or damaged. If you need to exchange it for the same item, send us an email at digital@medimatch.co.uk.

If the item in question was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return.

Eligibility for Refunds and Exchanges

• The fault must provably not be caused by misuse.
• To complete your return, we require a receipt or proof of purchase.
• The faulty items must be returned by the Customer, and not by any third party.
• If the item in question was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return.
• Refunds and exchanges do not apply to faulty items if the customer or a third party has altered or attempted to repair them.
• The Customer is responsible for ensuring the item is returned. MediMatch Supplies Ltd. recommends using a trackable shipping service and/or purchasing a shipping insurance, especially for high-value items.

Late or missing refunds

• If you have not received a refund within 14 days from the delivery of the returned goods, first check your bank account again, then contact your credit card company. It may take some time before your refund is officially posted.
• If you have done all of this and you still have not received your refund yet, please contact us at digital@medimatch.co.uk

Shipping

• Please do not send the product back to the manufacturer. It must be sent to the following address: MediMatch Supplies Ltd., Unit 2, The Works, Colville Road, W3 8BL