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Returns Policy

Free Returns

If you are unhappy with your goods for any reason, please take advantage of our 365 day, no quibbles, free of charge returns policy and return your unused items in their original packaging to us any time in the next year

Please call our Customer Care Department on 0845 006 40 40 (9am - 5pm, Monday – Friday)  or email us at [email protected] so we can arrange your return and collection of the goods for you. Alternatively please follow this link in order to arrange your collection online, print the label and take to your local UPS Access Point.

 

All goods returned must be in their original packaging. Please note, for hygiene reasons we are unable to take back goods that have been used. We are also unable to accept soiled, custom manufactured or modified goods. Obsolete goods are also non-returnable. Össur reserves the right to charge a restocking fee of up to a 20%. Delivery Charges are non-refundable

 

Please be aware that failure to use a valid reference  number on the shipping label will mean we are unable to track your return and therefore be unable to refund any monies owed. It is your responsibility to ensure that the goods returned to us are packaged with reasonable care and attention to ensure they arrive to us in a fit and proper state.

If you choose not to use our dedicated portal above, www.ossurwebshop.co.uk cannot be held responsible for non-delivery of returned goods so we recommend you obtain a certificate of posting from the Post Office or Courier of your choosing.

 

This policy is in addition to, and does not affect your statutory rights.

 

Delivery Errors

In the event of us delivering the incorrect item(s) we will require notification within 7 days so that the situation can be rectified, where we will arrange collection and exchange of the incorrect item(s). Failure to notify us within 7 days will result in you having accepted the goods, with any returns following the standard returns process.

All notifications must be done by calling our Customer Care Department on 0845 006 40 40 (9am - 5pm, Monday – Friday) or emailing [email protected]

Changed your mind?

You can return your unwanted products to us free of charge for up to 365 days after you purchased them. You can process your free return here.

Goods will only be accepted provided they are received in a brand new, unused condition fit for immediate re-sale. Packaged items will only be accepted if the package remains unbroken and in a reasonable condition.

Faulty / Damaged Goods

In the event of a faulty or damaged product please notify us by calling our Customer Care Department on 0845 006 40 40 (9am - 5pm, Monday – Friday)  or email us at [email protected] so we can arrange your return and collection of the goods for you. Alternatively please follow this link in order to arrange your collection online, print the label and take to your local UPS Access Point.

All returns are tested and if the item proves not to be faulty when tested then only the product value will be refunded.

 

Refunds

Refunds will be issued within 15 working days of receipt of the original goods, providing that the return is valid as per the conditions set out above. Please be aware that whilst we will process your refund within 15 working days we cannot guarantee the length of time taken by your card issuer in order for you to be notified of the refund. Refunds will be paid to your purchasing card.

It is your responsibility to ensure that the goods returned to us are packaged with reasonable care and attention to ensure they arrive to us in a fit and proper state.

All returns should be sent to:

Össur UK Ltd
Unit No. 1, S:Park
Hamilton Road
Stockport
SK1 2AE

For any queries relating to your return please email: [email protected]