Customer Service
Shipping & Delivery: Our normal delivery period is up to two weeks if items have to be brought in, however, we aim to keep faster-selling items in stock at our offices in Wiltshire and where possible we will ship out within a day or two. If there is going to be a delay of more than a few days we will try to contact you and advise you of the current status. We usually ship by DHL courier and they may require a signature from you. If an item is especially urgent, call us, and we will try to assist where possible because we appreciate there is a patient at the end of this transaction. We can and often do work to tight deadlines but we will warn you if we can’t deliver. Any extra shipping costs (such as Saturday delivery) will be passed on after consultation with you.
When we are asked to ship abroad, please be aware we cannot be held responsible for delays or other issues involving your local customs and will consider an item as delivered safely once it is in the nads of your customs authorities. You will have the responsibility of paying any local taxes due and possibly collecting the parcel locally if required.
We operate a standard flat rate shipping charge however it is a best estimate and we reserve the right to advise and charge you extra on bulky items or items which may incur extra costs. We will consult with you beforehand and you can reject these costs and the order. We will also try to advise you if there is a cheaper postage option we could use.
Privacy & Security: If you use our website, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or password. You should take all necessary steps to ensure that the password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner. Please ensure that the details you provide us with are correct and complete and inform us immediately of any changes to the information that you provided when registering. Wessex Medical has software encryption in place to ensure that your details are safe and secure. Wessex Medical reserves the right to refuse access to the website, terminate accounts, remove or edit content, or cancel orders at our discretion. If we cancel an order, it will be without charge to you.
Returns & Replacements: If for any reason you are unhappy with your purchase you can return it to us in its original condition and packing within 30 days of the date you received the item, (providing that the item is not a special order when no refund is possible), and we will issue a full refund for the price you paid for the item, less a 25% handling fee where the item ordered is as advertised (original delivery and return delivery costs, wherever made by Wessex Medical Ltd, will still be payable by the customer). Please note that used defibrillators and some other higher-priced items are purchased especially to fulfil your order and are not returnable unless faulty or wrongly supplied.
You can expect a refund in the same form of payment originally used for the purchase within 5 days of our receiving your return. We do often use Paypal style payment links to return your cash funds as it saves us asking you for your bank details. If you require an exchange, please place a new order. Please re-package the goods and send them to the address below:- Returns Department Wessex Medical Ltd, Unit 2, Portway Business Centre, Castle Gate Business Park, Old Sarum, SP4 6QX. Please enclose a note stating your invoice number and the reason for your return. If you are returning an item because of an error on our part or because it is damaged or defective, we will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us by refunding your return postage costs we will also replace the item. You can expect a refund if required in the same form of payment (or a credit note) originally used for the purchase usually within 5 days of our receiving your return. Wessex Medical Ltd will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to recharge you for the item/s and to recover our expenses from you. It is always best to call and discuss a return before you send it.
Batteries: Unfortunately we can’t accept the return of batteries as these can’t be checked effectively for condition or previous use. If you think you have a problem with a defibrillator, you may wish to call us and discuss the issue first rather than hope a new battery will cure the problem.
The key to reducing the need to return items is for you to be satisfied in the first instance with your intended purchase. With that in mind if you feel you would like to, please call us for a discussion on your chosen item and to confirm the sizes are appropriate for your use, this is especially true when purchasing bags or cabinets.
Ordering: You may order your choices either directly through the website or by telephone to our office, post, fax or email. Please make sure you have clearly stated your contact details including a telephone number in case we need to call you about the order. If you are ordering from the NHS, please include an order number available from procurement. This is different to your requisition number. You may order from the webshop and choose to pay by either cheque or BAC’s. This works well for an organisation that wishes to be invoiced in the normal way before making a payment. If you wish to use this method for an order from the NHS please be aware we will require an official purchase order as well.
Pricing & Promotions: All our prices are clearly displayed against each product on the website or you are invited to contact us where prices are variable. These prices are applicable to web purchases only. Offers and promotions may also differ. Please note for example that our web prices do not include any product training. We do not offer 30-day accounts however we are relaxed with regular customers and we offer various alternative payment schemes up to three months as well as finance options on larger purchases although this is at the discretion of the finance companies. Of course, you may order from the webshop and pay by credit or debit card. Viewing Orders You may view your orders that have been ordered through the website by logging on to your personal account in PayPal and selecting “view orders”. Alternatively, you are free to call us and speak to a human being. We also respond to emails promptly especially when they are sent to sales@wessexmedical.uk. Other media outlets such as social media are monitored however they are not a reliable way to contact us.
We aim to have you reorder from us time and time again, so we will do everything we can to build a strong relationship.
