Refund policy

At Healthonik, we are committed to ensuring that you are completely satisfied with your purchase. We understand that sometimes a product may not meet your expectations or needs. This Return Policy outlines how you can return an item, which items are eligible for return, and the procedures to follow. Please read this policy carefully to ensure a smooth return experience.

1. How to Cancel Your Order

We pride ourselves on our fast order processing times. Due to our efficient order turnaround, once an order has been placed, we are unable to modify or cancel it. However, depending on the products in your order, you may still be able to refuse delivery, or you can contact us after the order has arrived to discuss cancellation options.

If you wish to cancel your order after it has been dispatched, we will try our best to accommodate your request, but this is not guaranteed. You may also initiate a return once the order has been delivered.

2. How to Return Your Order

You may return an item for the following reasons:

  • Faulty or Damaged Products – If your product arrives faulty or damaged, we will guide you through the return process. You may be eligible for a replacement or a full refund.

  • Incorrect Products – If you have received an incorrect product due to a mis-pick or misinformation, please notify us immediately upon receipt so that we can assist with the return.

  • Unsuitable Products – If the product is unsuitable or you are dissatisfied, you may return it, provided it is in a resalable condition and in its original packaging.

  • Fridge Purchases – If you purchase a fridge and it arrives damaged, you must report the issue within 5 days of delivery. After this period, returns for damaged fridges will not be accepted.

3. Return Conditions

To ensure your return is processed promptly and efficiently, please adhere to the following conditions:

  • Condition of Products – All items must be returned in original, resalable condition, with all packaging intact. This includes accessories, free gifts, or bundled items. The product must not be used or damaged.

  • Returns Authorisation Number (RAN) – To initiate a return, you must obtain a Returns Authorisation Number (RAN), which must be clearly displayed on the returned package. Returns without a RAN will not be processed.

  • Returns Deadline – Products must be returned within 14 days of receipt for standard returns. Faulty items may still be eligible for return beyond this period, depending on circumstances (see Section 5).

  • Return Shipping – For non-faulty returns, the customer is responsible for arranging and covering return shipping. We recommend using a tracked and insured service. Contact us for guidance if needed.

  • Restocking Fees – For made-to-order items or those shipped directly from the manufacturer, a restocking fee may apply. This will be communicated during the return process.

4. Non-Returnable Items

Certain items cannot be returned due to hygiene, safety, or product-specific reasons, including:

  • Personalised Products – Items such as engraved stethoscopes, embroidered clothing, or customised goods.

  • Made-to-Order Products – Specially manufactured items unless faulty.

  • Sanitary Products – Items like syringes, needles, continence products, condoms, and nebulisers.

  • Liquids – Due to contamination risk. Customers are responsible for their return shipping.

  • Clearance Items – Items marked as "Clearance" are final sale and non-returnable.

5. Faulty Products

Under the Consumer Rights Act 2015, your rights regarding faulty goods are as follows:

  • 0–30 Days – If a product is of unsatisfactory quality, unfit for purpose or not as described, you are entitled to a full refund.

  • 30 Days to 6 Months – If a product becomes faulty, we will offer a repair or replacement. If unsuccessful, a full refund will be issued.

  • 6 Months or More – If a fault develops, you may still be eligible for repair or replacement, but you must provide proof of the fault.

If a product is outside the warranty period or not covered, repair or replacement may incur a fee. If no replacement is available, we may offer an equivalent alternative.

6. Returns Address

Once you have obtained a Returns Authorisation Number, please send your item(s) to:

Returns Department
 Healthonik Ltd
 71–75 Shelton Street
 London, WC2H 9JQ
 United Kingdom

Please ensure you organise and pay for return shipping unless the item is faulty or incorrect, in which case we will arrange return shipping at our cost.

7. Refunds and Exchanges

  • Refunds – If your return is accepted, we will issue a refund to your original payment method. Please allow several business days for the refund to appear in your account.

  • Exchanges – For exchanges, we recommend returning the original item for a refund and placing a new order for the replacement.

8. Customer Responsibility

  • Return Shipping Costs – You are responsible for return shipping costs unless the item is faulty or sent in error by Healthonik. We can assist you in finding an affordable courier if needed.

  • Damage During Transit – You are liable for any returned items lost or damaged during transit. We strongly recommend using an insured and tracked shipping method.