TEMED tries to be sensible and pragmatic with the return of goods. We have a functioning Quality System and therefore we always aim for best practice.
The UK government guidance on distance selling follows.
1. Distance selling
You must provide certain information if you’re selling goods or services through digital TV, by mail order or by phone or text message. This is called distance selling.
If you don’t follow the rules you could be made to provide the goods or services as agreed, pay compensation or be given an unlimited fine or a prison sentence.
There are extra rules you need to follow if you’re:
selling goods or services online
registered for VAT
selling in other EU countries
Before an order is placed
You must provide:
your business name, contact details and address
a description of your goods or services
the price, including all taxes
how a customer can pay
delivery arrangements, costs and how long goods will take to arrive
the minimum length of their contract and billing period
conditions for ending contracts
how they can cancel and when they lose the right to cancel
if they will still need to pay reasonable costs for using a service after they cancel
a standard cancellation form, if they can cancel
conditions for money given as a deposit or financial guarantees
what digital content does (for example, the language it’s in or how to update software)
the cost of using phone lines or other communication to complete the contract where it will cost more than the basic rate
This information must be easy to understand and on paper, in an email or another format the customer can save for future reference.
Right to cancel
There are different rules for downloads and streaming services.
You must tell the customer they can cancel their order up to 14 days after their order is delivered. They don’t need to give a reason for cancelling.
If you don’t tell the customer about their right to cancel, they can cancel at any time in the next 12 months. If you tell them about the right to cancel during these 12 months, they have 14 days to cancel from when you told them.
After an order is placed
provide a copy of the contract on paper, by email or another format the customer can save for future reference
provide the copy of the contract no later than when the goods are delivered
deliver the goods within 30 days, unless you’ve agreed otherwise with the customer
There are extra rules if you’re selling online or selling overseas.
These rules don’t apply to:
goods and services worth £42 or less
NHS prescriptions and treatment (free and paid for)
financial services, for example pensions, mortgages, credit
the construction of new buildings (but not extensions)
food and drink supplied regularly (like milkmen)
package holidays, timeshares and holiday clubs
contracts to let a property the customer will live in, for example renting a house or flat (although they do apply to estate agents’ marketing services)
goods bought from a vending machine
using a payphone or paying to use an internet connection (for example, at an internet café)
bus, train, flight and other tickets for passenger travel
When you don’t have to offer a refund
You don’t have to refund a customer if they:
knew an item was faulty when they bought it
damaged an item by trying to repair it themselves or getting someone else to do it (though they may still have the right to a repair, replacement or partial refund)
no longer want an item
Returns policy for crutches
At TEMED we strive to design, produce and sell the best products that we can.
We hope that you agree that the crutches on the foldingcrutch.co.uk website are the best that you have seen. Sometimes crutches do not reach the expectation of the person purchasing them. Buying a crutch or crutches from www.foldingcrutch.co.uk should be an enjoyable experience.
If for some reason the crutch is not what you expected, you can return it within 14 days of purchase for a refund of the crutch purchase price minus the original cost of shipping it out. Crutches to be returned should be unused and remain in their original packaging. The return costs should be paid by the person returning the crutches. Only once the crutches have been returned and have been checked for their condition will the purchase price be credited minus the cost of shipping the crutches. TEMED subsidises the cost of shipping. For UK customers this means that the credit will be less £10. TEMED reserves the right to withhold part or all of the credit if it feels that the crutches have been returned in a used or damaged condition. Returns will only be eligible for a refund if there are no signs of usage on the crutches. Signs of usage include but are not limited to: scratches on any part of the crutch, wear on the ferrules, dirt residue, cracked reflectors. As a responsible medical company it would be wrong of us to send out damaged crutches to any of our customers, therefor we have this policy to keep our standards of service high.
To return your crutch to us please email a return request to firstname.lastname@example.org or call 01243 572255 during normal business hours, which are 9:00 am - 5:00 pm, Monday to Friday for a return authorization.
Should you have a crutch warranty issue please return the crutch within 30 days of purchase. We will repair it if possible or replace all valid warranty items. Normal wear and tear, modifications, alterations, negligence, damage and use for a purpose other than for which it was designed are not covered by warranty. To return a crutch for warranty issue please call 01243 572255 during normal business hours which are 9:00 am - 5:00 pm Monday to Friday for a return authorization. Alternatively please email email@example.com.
Crutches should be returned to the following address
TEMED AND FOLDINGCRUTCH.CO.UK SHALL NOT BE LIABLE FOR ANY CONSEQUENTIAL OR INCIDENTAL DAMAGES WHATSOEVER.
Customer services: 01243 572255
Monday-Friday 08:45 - 17:15