Refund and Returns Policy
Version 1.0 | Effective 7 October 2026
Approved by Adnan Aslam, Managing Director. Review due 7 October 2027.
This policy applies to purchases from Falcon Stars Group Ltd trading as Falcon Stars Healthcare. A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession. Business purchases have different rights, explained below. Nothing here limits rights that cannot lawfully be excluded. The policy in force when an order is placed applies to that order.
Email sales@falconstars.co.uk or call +44 777 555 2222. Include your order number or other proof of purchase, product details and, for faults, a description and photographs where helpful. Do not include patient information.
Correspondence address: Falcon Stars Group Ltd, Regus, Central Boulevard, Blythe Valley Business Park, Solihull, B90 8AG, United Kingdom. Contact us for the goods-return address and safe packing instructions before dispatch. A returns reference helps identify your parcel but is not a condition of statutory consumer rights. Cancellation requires only a clear statement, without waiting for approval.
For eligible online, telephone or email purchases, you may cancel before delivery or within 14 days beginning the day after receipt, without giving a reason. For one order delivered in separate items, the period normally starts after the last item arrives. Return goods within 14 days after notifying cancellation.
You pay direct return postage for a change-of-mind return. Pack securely with accessories and instructions, and keep proof of posting. You may inspect goods as in a shop. Original outer packaging is helpful but not a blanket condition of statutory cancellation. Where legally permitted, we may deduct the loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.
Change-of-mind rights do not apply to goods made to your specifications or clearly personalised, or to sealed goods unsuitable for return for health-protection or hygiene reasons once unsealed after delivery. These exceptions apply only where their legal conditions are met: being a medical device, or opening ordinary outer packaging, does not automatically remove your rights. Rights concerning faulty or misdescribed goods remain.
Report damage, missing or incorrect goods, or faults promptly. Stop using an item if safety is in doubt. Prompt reporting assists investigation but does not shorten statutory rights.
Consumers generally have 30 days to reject goods that are faulty, not as described or unfit for purpose. After that, repair or replacement will generally be the first remedy, with a price reduction or final rejection where the law permits, including where repair or replacement fails. The remedy depends on the circumstances. Guarantees are additional to statutory rights. Sale items have the same statutory protection as full-price items.
For justified faulty, damaged, misdescribed or incorrectly supplied returns, we arrange or cover reasonable return costs. Contact us to agree safe return or collection. No restocking or payment-processing fee is deducted from a statutory refund.
Tell us whether goods have been used, sterilised or exposed to biological material. Do not send contaminated instruments or loose sharps through ordinary post. We will agree a safe return route and, where appropriate, request a decontamination declaration. Follow the manufacturer’s instructions; do not attempt unsafe cleaning or reprocessing of single-use items. These arrangements do not remove statutory remedies.
Consumer cooling-off rights do not apply to business purchases. For unwanted standard goods, request a return within 14 days of delivery. Acceptance is by written agreement; goods must be unused, complete and resaleable, with relevant seals intact. Return costs and any proposed restocking charge will be explained before you agree. Personalised, bespoke and OEM orders follow their agreed contract. Faulty or incorrectly supplied business goods are dealt with under the applicable contract and law, without excluding non-excludable rights.
Consumer cancellation refunds include the price paid and, for cancellation of the entire order, the least expensive standard outbound delivery offered. Additional express-delivery costs need not be refunded. Refunds are made without undue delay, within 14 days of receiving the returned goods or evidence of return, whichever is earlier. If we offer collection, the applicable deadline runs from cancellation. We use the original payment method unless you expressly agree otherwise, without a refund fee. Bank processing may add time before funds appear.
For statutory rejection of faulty goods, refunds are made without undue delay and within 14 days of agreeing entitlement. Agreed business returns are refunded within 14 days of receipt and inspection unless the contract states otherwise. Exchanges depend on availability and do not restrict statutory remedies.
You may email: “I give notice that I cancel my contract for these goods: [items]. Ordered on: [date]. Received on: [date]. Order number: [number]. Name: [name]. Address: [address]. Date: [date].” Add a signature if sending a paper notice. This wording is optional.