Refund policy

At Medinox Surgical we want you to be satisfied with every instrument you buy from us. Because we supply dental and surgical instruments, some hygiene restrictions apply to returns. Please read this policy before ordering.

Return window

You may request a return within 7 days of receiving your order. Requests made after 7 days cannot be accepted.

Condition of returned items

To be eligible for a return, an instrument must be:

Unused, unsterilised and never taken into a clinical setting
In its original packaging, with any seals, wrapping and labels intact
Free from marks, scratches, engraving or any modification
Accompanied by proof of purchase (order number or receipt)

For reasons of hygiene and patient safety, we cannot accept the return of any instrument that has been used, sterilised, autoclaved, unsealed or removed from its protective packaging, unless the item is faulty. This restriction does not affect your statutory rights in respect of defective goods.

How to start a return

Email medinox.surgical@gmail.com or call 0300 5775613 with your order number and the reason for the return. Please wait for our confirmation before sending anything back — returns received without prior approval may not be processed.

Return shipping costs

If you are returning an item because you changed your mind, ordered the wrong pattern or no longer need it, you are responsible for the cost of return postage. We recommend using a trackable courier service, as we cannot be held responsible for returns lost in transit.

If the item is faulty, damaged in transit, or is not what you ordered, Medinox Surgical will cover the full cost of return shipping and will either replace the item or refund you in full, as you prefer.

Refunds

Once we receive and inspect your return, we will notify you of the outcome. Approved refunds are issued to your original payment method within 7 to 10 working days. Please note that your bank or card issuer may take additional time to show the funds in your account.

Original delivery charges are refunded only where the item was faulty, damaged or incorrectly supplied.

Damaged or incorrect orders

Please inspect your order on arrival. If an instrument arrives damaged, or you have received the wrong item, contact us within 48 hours of delivery with photographs of the item and its packaging so we can resolve it quickly.

Order cancellations

You may cancel an order free of charge at any time before it has been dispatched. Once an order has been handed to the courier it must be handled as a return under this policy.