Refund policy

Refund Policy

At Hospitrade, we strive to ensure customer satisfaction with every purchase. Please read our refund policy to understand the terms and conditions under which refunds are issued.

1. Eligibility for Refunds

Refunds are available for items that meet the following conditions:

  • The product is returned within the specified 10-day return window.

  • The product is unused, undamaged, and in its original packaging with all accessories, freebies, and seals intact.

  • The product is not from a non-refundable category, including patient-use items (e.g., toothpaste, water flossers, orthodontic appliances) and certain equipment.

Note: Certain products, such as Dental Chairs, Compressors, UV chambers, Autoclaves, and X-ray Units, are only eligible for replacement within the return window and are not refundable.

2. Non-Refundable Items

The following items are not eligible for refunds:

  • Any product used directly on patients or opened and used.

  • Equipment and machinery that exceeds the 10-day return window.

  • Sale items, promotional items, or items explicitly marked as non-returnable on the product page.

3. Process for Refunds

  1. Initiate Return: Contact us at info@hospitrade.co.uk or call us at (+44) 7776 820968 to start the return process. Please include your order number and the reason for the return.

  2. Return the Product: Once your return request is approved, ship the item back to us in its original condition and packaging. Return shipping costs may apply.

  3. Inspection: Upon receiving the product, we will inspect it to confirm its condition. All accessories, seals, and packaging must be intact.

  4. Approval of Refund: Once the return is approved, we will notify you via email. If the return is not approved, we will contact you to discuss further steps.

4. Refund Processing Time

Once approved, refunds are processed as follows:

  • Credit/Debit Card Payments: Refunds will be applied to the original payment method within 5-7 business days.

  • Cash on Delivery (COD): For COD orders, refunds will be issued as Hospitrade store credit or a coupon code for future use.

If you experience delays in receiving your refund, please contact your bank or credit card company, as processing times vary by institution.

5. Late or Missing Refunds

If you haven’t received your refund within the expected timeframe:

  1. Double-check your bank or credit card account.

  2. Contact your bank or card issuer, as there may be a processing delay.

  3. If the issue persists, please contact us at info@hospitrade.co.uk, and we will assist you.

6. Exchange and Replacement Policy

For eligible items, replacements may be offered within the return window if the product is found defective upon receipt. We recommend troubleshooting any issues with our support team before initiating an exchange. Exchanges will follow the same process as returns.

7. Contact Information

For questions about our refund policy or to initiate a return, please contact: