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RETURNS & REFUNDS POLICY – Foot & Ear Medics

Last updated: 5/1/2025

This policy applies to all purchases made through the Foot & Ear Medics website. It is designed to comply with UK consumer law and card payment scheme requirements.

  1. Your Right to Cancel

Under the Consumer Contracts Regulations, customers purchasing online, by mail order, or by phone have the legal right to cancel their order.

  • You must notify us within 14 days of receiving your goods that you wish to cancel your order.
  • Once you have informed us of your cancellation, you have a further 14 days to return the goods to us.
  • You do not need to provide a reason for cancellation.

 

  1. Condition of Returned Items

For hygiene and safety reasons, we cannot accept returns of any footcare or ear care products that have been opened, used, or show signs of use, unless the item is faulty or incorrect. To be eligible for a refund, returned items must:

  • Be unused, unopened, and in a resalable condition
  • Be returned in their original packaging
  • Include all components, accessories, and instructions supplied

 

  1. Non-Refundable Items

The following items are non-refundable unless faulty, damaged, or incorrectly supplied. This does not affect your statutory rights.

  • Opened or used ear care products
  • Opened or used footcare products
  • Products that have been sealed for hygiene reasons once the seal is broken

 

  1. Return Costs
  • Customers are responsible for return postage costs for change-of-mind cancellations.
  • We recommend using a tracked postal service, as we cannot accept responsibility for items lost in transit.
  • Return postage costs are non-refundable unless the item is faulty or incorrect.

 

  1. Refund Timeframes
  • Once returned goods are received and inspected, refunds will be processed promptly.
  • We will issue your refund within 14 days of receiving the returned goods, in line with GOV.UK guidance.
  • If goods are returned in a condition that does not meet the criteria outlined above, we reserve the right to refuse the refund or apply a partial refund.

 

  1. Refund Method
  • Refunds are issued only to the original payment method used at checkout.
  • We cannot issue refunds to alternative cards, bank accounts, or payment methods.
  • This policy helps protect customers and reduces the risk of fraud and chargebacks.

 

  1. Partial Refunds

Any reduction in refund amount will reflect the loss in value of the item.

Partial refunds may be issued where:

  • Items are returned incomplete
  • Packaging is missing or damaged
  • Goods show signs of handling beyond what is necessary to inspect them

 

  1. Faulty, Damaged, or Incorrect Items

We will offer a replacement or full refund, including return postage costs, where the issue is confirmed. If you receive an item that is faulty, damaged, or incorrect:

  • Please contact us within 48 hours of delivery
  • Provide your order number and clear details of the issue
  • Where appropriate, we may request photographic evidence

 

  1. Cancellation Before Dispatch
  • Orders may be cancelled before dispatch for a full refund.
  • Once an order has been dispatched, cancellation rights fall under the returns process outlined above.

 

  1. Contacting Customer Services

To cancel an order, request a return, or report a problem, please contact us using the details below. Please include your order number in all correspondence to ensure prompt handling.

  • Email: info@footandearmedics.co.uk
  • Telephone: 0800 975 0268