At PreHospitalHub, we stand behind the quality of every product we supply. Our goal is to ensure you receive reliable, professional equipment and essentials that support you when it matters most. If something isn’t right with your order, we will always work to resolve the issue quickly and fairly.

Your Right to Cancel (UK Customers)

In line with the Consumer Contracts Regulations 2013, you have the right to cancel most purchases within 14 days of receiving your order. After notifying us of cancellation, you then have a further 14 days to return the item.

To be eligible for a return, items must be:
– Unused
– Unopened
– In their original packaging
– In a re-sellable condition
– Accompanied by proof of purchase

Returns sent without prior authorisation may experience processing delays.

Items That Cannot Be Returned

Certain products are non-returnable due to hygiene regulations, safety requirements, and product integrity standards.

These include:
– Opened or used medical / clinical products
– Personal care items
– Personalised items
– Food, beverages, and other perishable goods
– Digital downloads, e-learning materials, and CPD courses once accessed
– Gift cards

We encourage customers to review product descriptions carefully before purchasing or contact us if guidance is needed.

Damaged, Faulty, or Incorrect Orders

We take product quality seriously. If your order arrives in an unsatisfactory condition, please notify us within 48 hours of delivery.

Once confirmed, we will promptly offer either:
– A replacement item, or
– A full refund, including standard delivery charges

Our priority is to put things right with minimal inconvenience to you.

Refund Processing

After receiving and inspecting your return, we will confirm the outcome.

Approved refunds are issued to your original payment method within 5–10 working days, depending on your payment provider.

Return Shipping

Customers are responsible for return postage unless the item is faulty or incorrect. We strongly recommend using a tracked service, as PreHospitalHub cannot accept responsibility for items lost in transit.

Exchanges

We replace items only where they are damaged, faulty, or incorrect. If you require assistance, our team will guide you through the fastest resolution.

Starting a Return

To begin a return, please contact our support team with:

– Your order number
– The item(s) you wish to return
– The reason for the return
You will then receive full instructions for the next steps.

Your Statutory Rights

Nothing in this policy limits or affects your statutory rights under UK consumer law.