Customer service · Refunds

Refund Policy

Last updated: 4 November 2026

This page explains when you are entitled to a refund, how much is refunded and how long it takes. To send items back, follow our Returns Policy.

What we refund

Reason	What is refunded	When
Order cancelled within 24 hours of payment	100% of the order, including shipping	within 5 business days of cancellation
Order we cannot fulfil, or declined by us	100% of the order, including shipping	within 5 business days
Consumer 14-day withdrawal (EU, EEA, UK)	the price of the goods + the standard outbound delivery cost. Not refunded: extra cost of a faster delivery you chose, and your cost of returning the goods	within 14 days of your withdrawal notice. We may wait until we receive the goods or proof that you sent them back, whichever is earlier
Damaged in transit, wrong or missing item	the price of the affected items + shipping costs both ways, if you prefer a refund to a replacement	within 5 business days of our confirmation
Faulty instrument under warranty	repair or replacement first; refund or credit if repair or replacement is not possible	within 5 business days of our inspection
Business customer: agreed return of unwanted stock	the price of the goods minus a 40% restocking fee (unused items only; return freight paid by the buyer)	within 5 business days of our inspection

Value reduction (consumers): if returned goods show handling beyond what is needed to check their nature and function (for example used, sterilised, sharpened or marked instruments), we may deduct the loss in value. We will explain any deduction in writing.

Not refundable (unless faulty): custom-made, laser-marked and private-label items once production has started, and sterile or single-use items whose seal has been opened.

How you are refunded

We refund to the original payment method (card, Apple Pay, Google Pay or bank transfer), unless we agree otherwise with you. There is no fee for the refund.
Card refunds normally appear on your statement within 5–10 business days after we issue them, depending on your bank.
Bank transfers are refunded to the account that paid, normally within 3–5 business days after we issue them.
Refunds are made in the currency you paid in. We do not cover currency-exchange differences or fees charged by your bank or card issuer.
Business customers may choose a credit note for future orders instead of a refund.

We email you when the refund is issued.

Import duties and taxes

If your order was shipped duty-paid (DDP), you paid no import charges and there is nothing to reclaim. If you paid import duties or VAT on delivery, contact us before you return anything. We will help you reclaim import VAT and duties from the courier or customs where possible, and we refund duties you paid when the return is caused by our error (wrong, damaged or faulty item) and you cannot reclaim them.

Partial refunds and price adjustments

We may offer a partial refund instead of a return if a minor cosmetic issue does not affect function and you prefer to keep the item. Accepting this is your choice.

Late or missing refunds

If a refund we confirmed has not arrived after 10 business days, check with your bank or card issuer first, then contact us with your order number at [email protected].