Please inspect your goods upon receipt. If your items are damaged, defective or not as described, please contact us within 14 days of delivery at:
📧 sales@pioneermedicaleurope.co.uk
📞 01299 489847
We may request photographs to assess the issue. If the goods are confirmed to be faulty, you will be entitled to a full refund, including original delivery charges and reasonable return postage costs.
Your Right to Withdraw (Consumer Orders)
f you are purchasing as a consumer, you have the right to cancel your order within 14 days of receiving the goods, without giving any reason. This is known as the cooling-off period.
Before your order is fulfilled (not yet shipped): You can use the withdrawal button available on our store to cancel your order directly. We will send you an email confirmation of your withdrawal request.
After your order has been fulfilled (already shipped): To exercise your right of withdrawal, please notify us in writing (email is acceptable) within 14 days of receiving the goods. You then have a further 14 days to return the goods to us.
Unless the goods are faulty, you are responsible for the cost of returning the items. We recommend using a tracked and insured service, as the goods remain your responsibility until received by us.
You may inspect the goods as you would in a shop. However, if the goods are returned in a condition that goes beyond reasonable handling, we may make a deduction from your refund to reflect any loss in value.
Refunds will be processed within 14 days of receiving the returned goods (or receiving proof of return).
Non-Returnable Items
Please note that Aniball products are exempt from the right of return if the hygiene seal has been broken, in accordance with EU consumer rights law on health protection and hygiene grounds.
We offer a 30-day return period. To be eligible for a return, products must be unused and still hygienically sealed (the Aniball product box must still be sealed). If you have already opened the Aniball product box, it cannot be returned. We recommend sending us a photograph of the intact cardboard seal for faster processing, which also serves as proof that the product was not opened during transportation.
Damaged Returns
If returned goods are found to be damaged due to misuse or inadequate packaging during return, we reserve the right to make a deduction from the refund to reflect the loss in value.