Customer Help

Shipping and Tracking.

Medical Supplies ZZ Ltd uses Royal Mail Tracked 48 for standard deliveries and Royal Mail Special Delivery for high-value orders requiring enhanced security.

We dispatch all orders received before 16:00 (Monday–Friday) on the same day and before 12:00 on Saturday. We do not dispatch orders on Sundays or UK public holidays.

Next day delivery is not guaranteed. In line with Royal Mail terms and conditions, we must wait 21 days from the dispatch date before declaring an item lost in transit and issuing a refund or replacement.

Tracking.

To track your order, please use the email address used at checkout to log in. Even if you did not create an account, you will still be able to find your order and tracking details once dispatched.

Refunds and Returns.

Due to the specialist nature of research-use products supplied by Medical Supplies ZZ Ltd, returned items cannot be resold and are responsibly disposed of.

For this reason, we operate a limited refunds and returns policy. Refunds or returns may not be approved in the following circumstances:

• More than 7 days have passed since the order was delivered.
• The product has been opened, used, or altered after delivery.
• The product has not been returned where a return has been requested.
• An order is reported as lost in transit and fewer than 21 days have passed since dispatch.
• An order is reported as damaged without clear photographic evidence provided within a reasonable timeframe.
• An order reported as lost or damaged in transit is missing a completed Denial of Receipt form where required.

All refund and return requests are reviewed on a case-by-case basis in accordance with applicable UK consumer protection regulations.