Collection: Returns & Refunds

30-Day Hassle-Free Returns for Your Peace of Mind

Our returns policy grants you 30 days from the receipt of your item to notify our Customer Care Team if a return is necessary. Ensure the item is unused, in its original packaging, and ready for resale.

Initiate Returns with Ease
Contact us via email at contact@venacava.co.uk or call us at 020 8058 3531 before returning any item. We’ll provide you with an authorisation number and instructions for a smooth return process. Items lacking this number may experience delays in processing.

Unwanted or Unsuitable Products – Exchanges and Refunds
We want you to be satisfied with every purchase. If a product falls short of your expectations, feel free to return it for an exchange or refund. Obtain a returns authorization number from our Customer Care Team before sending the item back.

Contact Our Customer Care Team
Call: 020 8058 3531
Email: contact@venacava.co.uk

Returns of Unused Items within 30 Days
You may return any unused, non-perishable item within 30 days for a full refund. Postage costs for return are not refundable unless the return is due to our error or a faulty product.

Delivery Service Note
Delivery service costs are only refundable if the return results from our error or a faulty product.

Understanding the 30-Day Returns Period
The 30-day calculation includes all days (working or otherwise) from Monday to Sunday. The cooling-off period starts upon receiving the goods. Please note, we do not cover return shipping costs for liquids. You, the customer, will be responsible for arranging and paying for the return. However, please contact our Returns department before sending any items back.

We regret that we are unable to accept returns for non-faulty products in the following cases:

• Orders cannot be cancelled after the engraving is done on instruments.
• Products that have been personalised (e.g., engraved stethoscopes, sphygmomanometers, diagnostics, embroidered clothing, etc.).
• Specially manufactured items made to order.
• Items of a sanitary nature (e.g., needles, syringes, continence products, condoms, nebulisers, etc.).
• Please note, we do not cover return shipping costs for liquids. You, the customer, will be responsible for arranging and paying for the return. However, please contact our Returns department before sending any items back.

Faulty or Damaged Products
Within 30 Days
Notify us within 30 days of receiving a faulty or damaged item for a replacement or full refund.

Medical Furniture Returns

• Returns of medical couches are subject to approval at the discretion of Vena Cava.

• Where a return is accepted, all applicable charges may be applied, including:

  • A 20% restocking fee (covering inspection, handling, and preparation for resale).

  • A fixed uplift/collection charge of £100.

• For health and safety reasons, all returned couches must be accompanied by a completed decontamination form, submitted at least 48 hours prior to collection. Failure to provide this may delay or prevent the return from being processed.

Outside 30 Days
Faulty items within 12 months may be exchanged if a like-for-like product is available. Misuse or user damage is not eligible for exchange or refund.

Duplicate or Incorrect Items
Contact us immediately if you receive a duplicate or incorrect item due to our error for arrangements

How to Return Your Item(s)
Follow these steps for a seamless return process:

Contact our Customer Care Team for return details.

• The buyer is responsible for all return shipping costs.
• Pack the item securely with a note containing the necessary details.
• Post the item to the provided address using a tracked service.
• Retain proof of posting.
• Await your refund or exchange.
• Items Excluded from Our Returns Policy
• Certain items are non-returnable and non-refundable due to hygiene, perishability, or expiry date.

Testing Faulty Items
We test every return; if found non-faulty, postage costs will be your responsibility.

Strict 30-Day Returns Policy
Returns are accepted within 30 days from receiving the product, strictly enforced. Refer to our terms and conditions for comprehensive information.

Bulk Orders & Pallet Deliveries

We are unable to accept returns for bulk orders, pallet deliveries, or large-volume purchases unless the goods are faulty or damaged on arrival.

Orders shipped via pallet freight, courier pallet networks, or specialist logistics providers are processed and dispatched specifically for the customer. Due to the significant logistics costs involved, these orders cannot be cancelled or returned once dispatched.

If an exception is approved at our discretion, the following conditions will apply:

• The customer will be responsible for all return shipping costs, including pallet collection.
• A restocking fee of up to 30% may be applied.
• Items must be unused, unopened, and in original manufacturer packaging suitable for resale.
• Any items returned in unsuitable condition will not be eligible for a refund.

Vena Cava Ltd reserves the right to refuse returns for large or commercial orders where accepting the return would not be commercially viable.

Business-to-Business Orders

Orders placed by businesses, healthcare organisations, clinics, universities, or government bodies are treated as business-to-business transactions. These purchases are supplied for professional use and are not covered by consumer distance selling cancellation rights.