Refund Policy

Refund & Returns Policy (UK)

Trading name: ISKOmed UK Limited

Company details: ISKOmed UK Limited

Company Registration Number: 15877221,

VAT Number: 473 3857 61,

Registered Office Address: c/o Dodgson Matty Partnership, 22 The Tything, Worcester WR1 1HD

Contact: Email: enquiries@iskomed.com 

Tel: 07759 448 118 

Effective date: 05 August 2024

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1) About this policy

This policy sets out your rights and our responsibilities when you buy from us online or by phone. It reflects your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCR 2013”) and the Consumer Rights Act 2015 (“CRA 2015”). Nothing in this policy affects your legal rights.

2) Your right to change your mind (cooling‑off)

• For most goods, you have 14 days from the day after you (or someone you nominate) receives the goods to cancel your order without giving a reason.

• If your order arrives in multiple parcels on different days, the 14 days starts the day after the last parcel arrives.

• Once you tell us you’re cancelling, you then have 14 days to return the goods.

 

How to cancel

Email us at enquiries@iskomed.com or complete our returns form clearly stating: your name, address, order number and that you wish to cancel under the CCR 2013.

Refunds after cancellation

• We’ll refund the price paid for the goods and the standard delivery cost (if paid) within 14 days of either:

  • receiving the goods back; or

  • you providing evidence that you’ve sent the goods back—whichever is earlier.

• If you chose enhanced/express delivery, we only refund the standard delivery rate.

• You must take reasonable care of the goods and are responsible for any loss in value resulting from unnecessary handling beyond what’s needed to check the goods (similar to how you’d inspect them in a shop). We may deduct that loss from your refund.

 

Returning the goods

• Please return items along with the Returns request form with the returns address identified on the form.

• Unless we offer a free‑returns service, you pay the cost of returning goods after a change‑of‑mind cancellation.

• Use a tracked service and keep proof of postage.

3) Faulty, damaged or not as described (your CRA 2015 rights)

You have statutory rights if goods are faulty, not as described or not fit for purpose.

• Within 30 days of delivery: you have a short‑term right to reject the goods and get a full refund.

• Within 6 months: we’ll repair or replace at no cost. If the attempt fails or is impossible, you can request a refund. (During the first 6 months, faults are presumed to have been present unless we can show otherwise.)

• After 6 months: you may still have rights to repair, replacement or a partial refund depending on the fault and product type.

 

For damaged-in-transit items, please contact us within 48 hours of delivery with photos of the packaging and item so we can investigate with the carrier.

Return postage for faulty/incorrect items is our responsibility; we’ll provide a prepaid label or reimburse reasonable costs.

 

4) Exclusions & special cases

The cooling‑off right to cancel (Section 2) does not apply to: - Sealed goods not suitable for return due to health protection or hygiene reasons, if unsealed after delivery (e.g., sheets, mattresses, pillows) – Personalised, special build, special order or custom‑made items. - Sealed computer software once unsealed. - Digital content supplied by download/streaming once the download/streaming has begun with your prior express consent and acknowledgement that you lose the right to cancel.

These exclusions do not affect your CRA 2015 rights if the item is faulty or misdescribed.

 

5) Digital content & digital services

• If digital content is faulty, you are entitled to a repair or replacement. If that’s impossible or not done within a reasonable time, you may be entitled to a price reduction or refund.

• If the digital content damages your device or other digital content because we failed to use reasonable care and skill, we will repair the damage or compensate you.

• If you haven’t started the download/stream and haven’t given consent to lose the cancellation right, you may cancel within 14 days and receive a refund.

 

6) Returns process (step‑by‑step)

1. Start your return via email enquiries@iskomed.com with your order number and reason.

2. We’ll send a Returns form via email or post for completion and return which will be assessed and if correct an authorisation code granted. 

3. Pack the item securely, including all accessories, freebies and the original packaging where possible.

4. Post using a tracked service and keep proof of postage.

5. We’ll issue your refund to your original payment method. If that’s not possible, we’ll contact you to arrange an alternative.

 

7) Exchanges

• For a change of mind, the quickest way is to return the item for a refund and place a new order.

• For faulty items, you may request a replacement/repair instead of a refund.

 

8) Gift returns

• If the item was marked as a gift at purchase and shipped directly to the recipient, we can refund to the original payment method or issue a gift credit to the recipient (if available).

• For privacy and fraud prevention, we may need the purchaser’s details to locate the order.

 

9) Bundles, promotions & freebies

• If you return part of a bundle or multi‑buy (e.g., 3‑for‑2), your refund may be reduced to reflect the kept items’ full price.

• Free gifts or promotional items linked to a purchase must be returned if the associated items are returned, or we may deduct their value.

• Discount codes are not refundable or reissued. Refunds reflect the price paid after discounts.

 

10) Return condition checks

We may reduce refunds for any diminished value caused by handling the goods beyond what is necessary to establish their nature, characteristics and functioning. This includes missing parts, damaged packaging (where packaging is part of the product’s value), wear, or signs of use beyond inspection.

 

11) Delivery issues & non‑receipt

If your order hasn’t arrived by the estimated date, please contact us. After we investigate with the carrier, we will replace or refund where appropriate.

 

12) Who we sell to

We sell to UK consumers. If you purchase for business use, your rights may differ. This policy applies to consumer customers under UK law.

 

13) ADR (Alternative Dispute Resolution)

We aim to resolve issues quickly. If you’re not satisfied, you may be able to use an ADR provider. We’re not obliged but willing to participate in ADR. Details available on request.

 

14) Contact us

• Email: enquiries@iskomed.com

• Phone: 07759 448 118 (Mon–Fri, [08:30-16:30], UK time)

• Address for returns: [see returns note]

 

15) Changes to this policy

We may update this policy from time to time. The version on our website at the time of your order applies to that order.

Quick summary of your key rights

• 14‑day cooling‑off for most *goods bought online [*excludes special order & special build goods].

• Refund of standard delivery cost on cancellations.

• You pay return postage for change‑of‑mind returns (unless we offer free returns).

• Faulty items: 30‑day refund right; repair/replace within 6 months presumed faulty unless shown otherwise.

• Digital content: no cooling‑off once download/stream starts with consent; faults must be remedied or refunded.