Refund policy

TRB Chemedica (UK) LTD (“TRB”): Registered VAT number: 787 660573

5 Acceptance and Returns
5.1 The Buyer shall be deemed to have accepted the Products 24 hours after delivery to the Buyer and TRB does not accept liability for shortages or damage to products unless the Buyer notifies TRB of the shortage or damage in writing within 7 days of delivery taking place. If the Buyer is a Consumer, the Buyer shall be entitled to return the Products and/or cancel the contract pursuant to clause 5.5 below. In the case of shortages or damage, the Consumer shall notify TRB within a reasonable period of the Consumer becoming aware of such shortage or damage.
5.2 After acceptance, the Buyer shall not be entitled to reject the Products which are not in accordance with the contract, save that where the Buyer is purchasing as a Consumer, cancellation will be accepted in accordance with the Regulations (The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013). Nothing in this contract is intended to restrict a Consumer’s statutory rights.
5.3 Subject to clause 5.5 below if the Buyer properly rejects any of the Products which are not in accordance with the contract, the Buyer shall nonetheless pay the full Price for such Products unless the Buyer promptly gives notice of rejection to TRB and at the Buyer’s cost, returns such Products in accordance with the provisions set out in this sub-clause, to TRB, subject to the provisions of clause 5.4 below, before the date when payment of the Price is due:
5.3.1 Following receipt of notice of rejection from the Buyer TRB will advise the Buyer of the method of delivery to use to return the Products. In the event that TRB finds on inspection that the returned Product is defective the costs of returning the defective Product will be refunded to the Buyer;
5.3.2 Subject to clause 5.5 below all returned Products must be accompanied by TRB’s Returns Authorisation Number (“RA Number”). The Buyer must obtain the RA Number from TRB’s Customer Support Department by telephone on 0845 330 7556. TRB will not accept any returned Products which are returned without the RA Number;
5.3.3 The Buyer must when returning Products ensure that the Products are adequately wrapped to prevent damage during transit .TRB will not accept liability for Products or packages damaged in transit;
5.3.4 Proof of posting is not proof of delivery and the Buyer is advised, when returning Products to TRB, to use recorded delivery, registered post or courier and to insure the Products for their full value;
5.3.5 If following TRB’s testing of the returned Product no defect is found, TRB will return the Product to the Buyer at the Buyer’s cost and in the event that TRB have at the Buyer’s request provided replacement Product before completion of the testing of the returned Product, the Buyer will pay the Price of the replacement Product in addition to the Price of the returned Product;
5.3.6 If following TRB’s testing of the returned Product, the Product is found to be defective, then TRB shall provide a replacement Product to the Buyer [at TRB’s cost][and TRB shall refund the Buyer’s costs for delivery].
5.4 Subject to the provisions of clause 5.5 below Products returned without the prior written approval of TRB may at TRB’s absolute discretion be returned to the Buyer or stored at the Buyer’s cost without prejudice to any rights or remedies TRB may have.
5.5 Purchase Orders and contracts for sale of Products to Consumers made over the telephone, website or by e-mail are, with the exception of certain excepted contracts, subject to the Regulations. If the Regulations apply then the Buyer may cancel the Purchase Order or contract for sale of the Products by:
5.5.1 sending written notice of cancellation to TRB by post or hand delivery addressed to Customer Services, TRB Chemedica (UK) Ltd, 9 Evolution, Lymedale Business Park, Hooters Hall Road, Newcastle-under-Lyme, ST5 9QF, or by fax to 0845 330 7557 or by e-mail to orders@trbchemedica.co.uk and such notice must be delivered to TRB within 14 days of the day after the date of delivery of the Products (or any instalment of delivery of the Product); and
5.5.2 the Consumer will be responsible for the cost of returning the Products if exercising this right of cancellation under the Regulations and TRB will refund any delivery costs (limited to the cost of the least expensive method of delivery that TRB offers). If the Consumer does not actually return the Products to TRB the Consumer is under a duty to make the Products available for collection at the Consumer’s expense from the address to which they were delivered; and
5.5.3 the Consumer is under a duty to retain possession of the Products whilst awaiting return to TRB and to take reasonable care of the Products pending their return and the Consumer will be liable for any loss of or damage to the Products if he or she fails to comply with this obligation
5.6 If you have any complaint in relation to the Products please contact TRB on complaints@trbchemedica.co.uk or by telephone on 01782 563207.