Refund policy

Last updated on 21 June 2024

Premier Healthcare and Hygiene Limited

Company no. 05388166

Returns & Cancellations

1. Eligibility for Returns and Cancellations 

All items, excluding items that meet the criteria below, are eligible for a return. Items that are not eligible include items that are:

• made to your specifications or are clearly personalised; or
• sealed for hygiene reasons and where the hygiene seal has been broken. 

2. Damaged or Incorrect Items 

Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.

In the case of faulty goods or incorrectly supplied goods due to an error by Premier Healthcare & Hygiene Ltd, where required we will arrange a collection free of charge or postage will be refunded if organised by the customer.

For some items we may ask the manufacturer to contact you directly to establish the nature of the fault. Depending on the fault and warranty status of the item, we will then either organise a repair or replacement of the item wherever possible. When products are past their warranty or repairs are outside the warranty terms, a charge may occur.

3. Time Frame 

Consumers

Changing your mind: You must contact us within 14 days of delivery of your product(s) to be eligible for a return and/or refund. You do not need a reason.

Faulty Goods:

• 30 days: Full refund for faulty goods.
• Six months: Full refund if goods cannot be repaired or replaced.
• Up to six years: Partial refund if goods do not last a reasonable length of time.

Businesses

Changing your mind: You can return products for a refund within 14 days of placing your order, provided they are unused and unopened, less a 15% restocking fee and return shipping costs. This does not apply to goods made to order or sealed for hygiene reasons once opened.

4. Process for Initiating a Return or Cancellation 

You must write to us using one of the following methods to exercise the right to cancel:

• By post: Premier Healthcare & Hygiene Ltd, 9 Halifax Court, Dunston, Gateshead, NE11 9JT
• By Email: sales@premierhh.co.uk

We will provide you with a Returns Authorisation Number which will need to be clearly marked on the outside of the parcel and on a Returns Form which can be placed inside or attached to any package you return.

Please download a Returns Form by clicking here and printing the document.

Product(s) should be returned as sold, in the original packaging and in resalable condition. We suggest when returning goods you use protective outer packaging. The return package is your responsibility until it reaches us. We recommend, for security purposes, that you send the package by recorded delivery that insures you for the value of the goods. You must provide us with an image of the packaged goods and postage tracking number.

Goods should be returned to RETURNS DEPARTMENT, Premier Healthcare & Hygiene Ltd, 9 Halifax Court, Dunston, Gateshead, NE11 9JT, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation to us. The deadline is met if you send back the goods before the period of 14 days has expired.

5. Financial Implications 

Unless the item is faulty or damaged, you will have to bear the direct cost of returning the goods.

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

Consumer

If you cancel your contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

Business

A 15% restocking fee will apply.

6. Refund Process 

Faulty Goods: We may withhold reimbursement until we have inspected the relevant goods, to ensure that they are faulty, and that a refund or replacement is appropriate.

Change of mind: We may withhold reimbursement until we have received the relevant goods back from you or you have supplied evidence of having sent back the goods, whichever is the earliest.

We will use the same method of payment for issuing any refund owed to you using the method you used for your initial payment, unless we have expressly agreed otherwise.

We will pay any refund owed to you without undue delay, and not later than:

• 5 business days after the day we received back from you any goods supplied;
• (if earlier) 5 business days after the day you provide evidence that you have returned the goods; or
• if there were no goods supplied, 5 business days after the day on which we are informed about your decision to cancel this contract (if applicable).

7. Legal Rights of Consumers 

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 say that up to 14 days after receiving your Products, in some cases, you can change your mind and get a full refund. Please note this does not include contracts for goods that are:

• made to order;
• sealed for hygiene reasons and where the hygiene seal has been broken; or
• purchased for commercial use, including where you are a business or company.

The Consumer Rights Act 2015 (applicable in the United Kingdom) requires that all our Products are as described, fit for purpose and of satisfactory quality and so nothing in these terms affects statutory rights.

During the expected lifespan of your Product, if this Act applies to you, you’re entitled to the following:

• up to 30 days: if your goods are faulty, you can get a refund;
• up to six months: if it can’t be repaired or replaced, then you’re entitled to a full refund in most cases;
• up to six years: if the goods do not last a reasonable length of time, you may be entitled to some money back.

This is a summary of some of your key rights in the United Kingdom. For detailed information from Citizens Advice please visit www.citizensadvice.org.uk or call 0808 223 1133. 

8. Contact Information 

If you have any questions regarding our returns and cancelations policy, please contact us by:

• Telephone: 0191 4611 788
• Email: sales@premierhh.co.uk

9. Policy Updates 

Please note that we may change any part of these terms at any time by updating this page of the Website, so you may find that different terms apply next time you use this Website or purchase Products. You can check the date at the top of this page to see when we last updated these terms.