Returns & Refunds Policy

Last updated: 2 December 2025

This Returns & Refunds Policy explains how StethShop (operated by Vena Cava Ltd.) handles returns, exchanges, and refunds for purchases made on www.stethshop.co.uk.

1. Your right to cancel (UK consumers)

If you are a consumer in the United Kingdom, you have certain rights under the Consumer Contracts Regulations. For most products, you may cancel your order within 14 days after the day you receive the goods, without giving any reason.

To exercise this right, you must inform us of your decision to cancel before the 14-day period expires. The easiest way is to contact us by email at contact@stethshop.co.uk with your order number and details.

2. Return period

• Standard products (non-engraved, non-customised): we accept returns within 30 days of delivery, provided the items are unused, in their original packaging, and in resellable condition.
• Faulty or damaged items: if your item is faulty, damaged, or not as described, please contact us as soon as possible and within a reasonable time. We will investigate and arrange a replacement, repair, or refund in line with your statutory rights.
• Business customers (B2B): returns for business orders are subject to our discretion and may be subject to a restocking fee unless the goods are faulty or incorrectly supplied.

3. Items that cannot be returned

For hygiene, safety, and customisation reasons, some products cannot be returned unless they are faulty or not as described. These include (but are not limited to):

• Stethoscopes and accessories that have been engraved or customised according to your specifications.
• Products that have been opened, used, or are no longer in their original sealed packaging where hygiene is important (for example, certain clinical or disposable items).
• Items marked as clearance or non-returnable at the time of purchase.

This does not affect your statutory rights where products are defective.

4. How to return an item

Before sending anything back to us, please contact our customer service team so we can provide return instructions.

1. Email contact@stethshop.co.uk with your order number, the item(s) you wish to return, and the reason for return.
2. We will confirm whether your return is eligible and provide the return address and any reference information required.
3. Pack the item securely in its original packaging (where possible) and include your order number and contact details inside the parcel.
4. Send the parcel using a tracked and insured service. You are responsible for the goods until they reach us.

5. Return costs

• Change of mind / no longer required: you are responsible for the cost of returning the goods to us.
• Faulty, damaged, or incorrectly supplied items: where we confirm that the item is faulty, damaged, or not what you ordered, we will refund your reasonable return postage or provide a prepaid return label where possible.

6. Inspection and approval of refunds

Once we receive your returned item, we will inspect it to ensure that it meets the conditions of this policy. We will then notify you by email whether your refund has been approved or rejected.

If approved, we will process the refund to your original method of payment within 5–10 working days. The time for the funds to appear in your account may vary depending on your bank or payment provider.

We may make a deduction from the refund for any loss in value of the goods if they have been handled in a way that goes beyond what is necessary to check their nature, characteristics, and functioning.

7. Exchanges

We do not operate a direct exchange service. If you would like a different item, size, or colour, please place a new order and return the original item in accordance with this policy for a refund.

8. Non-delivery and missing items

If your order does not arrive within the expected timeframe, please contact us within a reasonable period so we can investigate with the courier.

For parcels marked as delivered but not received, we may ask you and the courier to complete an investigation and a declaration of non-receipt before issuing a replacement or refund.

9. Warranty and product issues

Some products, such as stethoscopes and diagnostic equipment, may be covered by a manufacturer’s warranty. Where applicable, we will support you in making a warranty claim with the manufacturer and will provide guidance on the next steps.

10. Returns address

Unless otherwise instructed, returns should be sent to our returns handling address (which may differ from our registered office). We will provide the correct address when you contact us to arrange a return.

11. Business customers (B2B) – additional terms

For orders placed by clinics, hospitals, universities, and other business customers, our standard terms of trade may apply in addition to this policy. Returns for non-faulty goods may be subject