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Medical Alarms – RETURN POLICY

1. Your Legal Rights – Summary

Under UK consumer law, you have important rights. Nothing in this policy affects your statutory rights.

  • Consumer Rights Act 2015: Your goods must be of satisfactory quality, fit for purpose, and as described.

  • Consumer Contracts Regulations 2013: When you buy online or by phone, you have a 14-day cooling-off period to change your mind.

We set out these rights in more detail below.

2. 14-Day Cooling-Off Period (Change of Mind)

If you are a consumer and you purchased the Equipment online, by phone, or by post (a “distance contract”), you have the right to cancel this contract within 14 days without giving any reason.

When does the 14 days start?

  • The day after you (or someone you nominate) receive the Equipment.

How to cancel:

  • Email us at info@medicalalarms.co.uk within the 14-day period.

  • You may use the following model cancellation form, but it is not required.

Model Cancellation Form (copy and paste into an email):

To: Medical Alarms Ltd, info@medicalalarms.co.uk

I/We [delete as appropriate] hereby give notice that I/we cancel my/our contract of sale of the following goods:

– 4G SOS Panic Alarm System

Ordered on [date] / Received on [date]

Name of consumer(s):

Address of consumer(s):

Signature (only if this form is notified on paper):

Date:

What happens after you cancel:

  • You must return the Equipment to us within 14 days of telling us you wish to cancel.

  • The Equipment must be in resalable condition (you may inspect and test it as you would in a shop, but it must not be damaged or excessively used).

  • You are responsible for the cost of returning the Equipment (unless it is faulty – see Section 4).

  • We will refund the full price you paid for the Equipment, including standard delivery charges.

  • We may deduct an amount if the Equipment has been used beyond what is necessary to inspect it (e.g., if it shows signs of wear or damage).

  • We will make the refund within 14 days of receiving the returned Equipment (or proof of return, if earlier).

3. 30-Day Voluntary Return Policy (Extended Change of Mind)

In addition to your statutory 14-day cooling-off period, we offer a 30-day voluntary return policy.

  • You have 30 days from the date you receive your item to request a return for any reason (change of mind).

  • To be eligible, the item must be:

    • In the same condition you received it.

    • Free from damage, dirt, or excessive wear.

    • Returned with all original accessories, cables, and packaging.

    • Accompanied by proof of purchase (order number or receipt).

How to start a voluntary return:

  • Email us at info@medicalalarms.co.uk within 30 days of receipt.

  • If your return is accepted, we will provide instructions on how and where to send your package.

  • Items sent back without first requesting a return will not be accepted.

Return shipping costs:

  • For voluntary returns (change of mind), you are responsible for the cost of return shipping.

  • We recommend using a tracked or signed-for service, as we cannot accept liability for lost returns.

4. Faulty, Damaged, or Incorrect Items

Immediate inspection: Please inspect your order upon receipt. If the item is defective, damaged, or if you receive the wrong item, contact us immediately at info@medicalalarms.co.uk.

Your legal rights for faulty goods:

 
 
Time from receipt Your right
0 – 30 days You can reject the goods and claim a full refund (Consumer Rights Act 2015, Section 20).
30 days – 6 months You must give us one opportunity to repair or replace the goods. If repair/replacement is unsuccessful or causes significant inconvenience, you may claim a refund (which may be reduced for usage).
After 6 months You may still claim a repair or replacement, but you may need to prove the fault existed at the time of delivery.

For faulty, damaged, or incorrect items:

  • We will cover the cost of return shipping.

  • We will either:

    • Repair the Equipment, or

    • Replace it with a new unit, or

    • Issue a full or partial refund (depending on the time elapsed and usage).

  • We will process your refund or send a replacement within 14 days of receiving the returned item.

5. Non-Returnable Items (Exceptions)

The following items cannot be returned for change-of-mind returns (but may still be returned if faulty):

  • SIM cards that have been activated or used.

  • Accessories that have been removed from sealed packaging (e.g., wristband straps if the hygiene seal is broken).

  • Customised or personalised items (if we have specially programmed or engraved a device for you).

Note: The 4G SOS main unit is always returnable if faulty or within the cooling-off period. The above exceptions only apply to change-of-mind returns for small accessories or used SIM cards.

6. Exchanges

The fastest way to get a different item:

  • Return the item you have (following the returns process above).

  • Once your return is accepted, make a separate purchase for the new item.

For faulty items: If you require a replacement, we will send one directly. You do not need to make a separate purchase.

7. Refunds – How and When

Approval process:

  • Once we receive and inspect your return, we will notify you whether the refund is approved.

  • If approved, we will process the refund automatically to your original payment method.

Timing:

  • For faulty goods refunds: within 14 days of receiving the returned item.

  • For change of mind refunds: within 14 days of receiving the returned item (or proof of return).

  • Please remember that your bank or credit card company may take additional time to post the refund to your account (typically 3–10 business days).

Partial refunds:
We may issue a partial refund in the following circumstances:

  • The Equipment shows signs of excessive use or damage beyond normal inspection (deduction will be reasonable and explained).

  • The original packaging is missing or significantly damaged.

  • The return is requested after 30 days but within the statutory 14-day cooling-off period (full refund still applies – this is your legal right).

8. Sale Items and Gift Cards

1. Your Legal Rights – Summary

  • Sale items: You may return sale items under the same terms as full-price items, including for change of mind, unless stated otherwise at the time of purchase. Your statutory rights for faulty goods always apply.

  • Gift cards: Gift cards are non-refundable and non-returnable.

9. How to Return an Item (Step by Step)

  1. Contact us at info@medicalalarms.co.uk with:

    • Your order number.

    • The reason for return (change of mind / faulty / damaged / wrong item).

    • Photos of any damage (if applicable).

  2. Wait for acceptance – we will respond within 2 working days with instructions.

  3. Pack the item securely in its original packaging (if possible), including all accessories.

  4. Send the item to the address we provide. For voluntary returns, you pay postage. For faulty items, we will provide a prepaid label or reimburse reasonable postage costs.

  5. Keep proof of postage until your refund is complete.

10. Contact Us

For any return or refund questions, please contact:

Email: info@medicalalarms.co.uk
Telephone: 0203 5424 181
Address for written correspondence: 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX