Delivery and Returns
Please find below details of our delivery service, returns policies and general trading terms and conditions for consumers. (Please note: for organisations and businesses, some of these terms may be different. Please contact us for more details including returns process and costs.)
Online: We are offering any customer placing their order online a standard delivery cost of £1.99 (including VAT) for all orders under £40 (including VAT), £4.99 (including VAT) for all orders between £40 and £100 (including VAT) and free for all orders above that price. This applies to all parts of the UK.
Offline: For orders placed offline under £100 (excluding VAT), we charge £5.50 (excluding VAT) to all UK mainland addresses. For all orders over £100 (excluding VAT) carriage is free to all UK mainland addresses excluding the Scottish Highlands. For Northern Ireland, Scottish Islands and Highlands, Channel Islands, the Isle of Man, the Isle of Wight and the Republic of Ireland, carriage is £13.50 (excluding VAT) for all orders under £100 (excluding VAT). Carriage is free to these locations for all orders over £100 (excluding VAT). This is a two day service.
Orders From Overseas: We do not accept orders from customers outside of the UK.
Order Processing & Dispatch
Most orders for stocked lines received before 1pm, Monday to Friday are processed and dispatched the same day. Our standard service is next day delivery between 9am - 5pm. Non-standard orders, such as printed Manosplint sheets, maybe dispatched within 2 working days. If you require next day service before a specific time, we can offer this but please contact us for a quote before placing your order.
Please note that some product lines offered on our website are stocked in our overseas warehouses and will take up to 2 weeks for delivery. This is indicated within the product description.
Under the Distance Selling Regulations, we have up to 30 days to deliver to you but please be assured that all efforts are made to dispatch and deliver as quickly as possible - usually within 48 hours.
Kinetec UK primarily use DPD as the delivery provider so that you can be assured of high quality service with tracking information and mobile SMS updates.
Drop Ship Items
Due to the range of items that we offer our customers, we do not hold all items in stock in our warehouse in Aldershot, UK. Items such as orthopaedic traction frames and CPM spares will be shipped directly from our warehouse in France and will be subject to a drop-ship carriage charge. Please ask us to quote your carriage charge (at cost) prior to ordering.
Out of Stock Lines
Occasionally we might be out of stock of an item. In this situation, we will contact you by email or phone and offer the option to cancel your order and receive a full refund, offer a suitable alternative or you may choose to wait for the item to come back in to stock.
Under the Consumer Rights Act 2015, you have 14 days from receiving your order to change your mind and to receive a full refund. This right does not apply to any product that has been inspected beyond the handling necessary to see if the goods are as expected. Please note that if you cancel your order within 14 days of delivery, we will refund any standard postage paid but you will be responsible for any postage paid for return delivery of the goods. To enable us to accept returns, they should be returned to us within 14 working days of notifying us that you wish to return the order.
Returns: Change of Mind, Wrong Size or Unsuitable Items
We understand that occasionally you may order an item and that on receipt you feel that it is unsuitable, the wrong size for you or just isn't what you were expecting. We will provide the full refund as long as the item is unused, in it's original packaging, in it's original condition and suitable for re-sale. You need to take reasonable care when returning the item to ensure it arrives back in re-saleable condition. As such, we recommend that you take out a tracked, insured return.
Returns: Damaged on Arrival or Incorrect Goods Received
Please accept our apologies if you receive an item that has been damaged in transit or is the wrong item (eg incorrect size or colour to that ordered.) Please call us immediately if this has happened. We may require proof of damage (eg photo of damage). If you have received the wrong item(s), we will check part numbers and descriptions to confirm the incorrect item was sent to you. We will then organise a retun of the product and a replacement or refund once the original incorrect order has been received back with us.
Returns: Faulty Items
In the event that a product becomes faulty, the Consumer Rights Act 2015 applies. If it is within warranty, we will need to receive the item back to replace or repair it. Please see below.
General Warranty Conditions
If an item is faulty, we will need to establish proof of purchase and to ascertain whether an item is faulty or whether it has failed due to misuse. Following the Consumer Rights Act 2015, if a fault occurs within 30 calendar days of delivery, then that item can be returned for a choice of a refund, repair or replacement. From 30 days to 6 months from delivery, any faulty item can be returned for a repair or replacement so long as the fault lies with the product rather than any misuse. If we have already repaired or replaced and the item becomes faulty again, then you can claim a refund or a price reduction should you wish to keep the item. After six months, the onus is on the customer to "prove" that the product is faulty. In any case, if we cannot agree on the cause of the fault, we may wish to obtain a second opinion - for example, from the manufacturer or an independent expert. Where an independent expert is to be used we will seek to agree to this in writing with the customer.
Exceptions to Warranty:
- A consumer cannot claim for defects that are brought to their attention before the sale, or if the consumer examines the goods before purchase and any defects should have been obvious.
- A consumer cannot claim for damage they cause or if they simply change their mind about wanting the goods.
- Neither can a consumer claim if they chose the product themselves for a purpose that is neither obvious nor made known to Kinetec UK and they then find that the item is simply unsuitable for that purpose.
- A consumer has no rights to claim for faults that appear as a result of fair wear and tear.
In all instances we recommend that you make contact with us as soon as possible once an item is faulty so that we can offer the most appropriate solution.
Some of our products may be eligible for VAT relief if you are chronically sick or disabled and are buying the item for your personal use, or you are a parent, spouse or guardian buying on behalf of a chronically sick or disabled person for their personal use, or you are a registered charity. To obtain VAT relief you will be required to make a declaration at the point of purchase to confirm that you meet the above criteria and it is your responsibility to ensure that the information that you give in the declarationis accurate.
Where an item may be eligible for VAT relief, this is shown on the product page in the pricing panel.
Conditions of Use
Kinetec fully comply with E-Commerce and the Consumer Rights Act. You will find our address, VAT number and company registration number at the bottom of every page of this website.
When we receive an order from you to purchase items from us, we will confirm that we have received the order by sending an email to the address provided by you in your order. Your order is an offer to purchase an item and will not be binding on us until the earlier of us sending you an email to confirm that we have dispatched that item to you or you receiving the item. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods or we are no longer able to supply a particular product for some reason.
In all cases of dispute, the law which is applied is that of England.
Should you have a complaint, please call our Customer Services team in the first instance to log your complaint and to find a solution. If you are not satisfied, please send an email to firstname.lastname@example.org and include the word 'Complaint' in the subject line. Your complaint will then be dealt with by a manager or escalated to a Director if necessary.
Kinetec Medical Products UK Ltd
Unit E Manawey Industrial Estate
13 Holder Road
Tel: (01252) 931980
Fax: (01252) 329415