Our Commitment
At Patient Choice Direct, we are committed to providing you with high-quality products and excellent customer service.
If you are not entirely satisfied with your purchase, we're here to help.
Returns Policy
This returns policy applies to standard products. For customised/made to measure products please see below. You have 30 days from receipt of your order to make a return if the product is not faulty. If there is a fault with a product received, it must be returned within 180 days.
Products must be returned unused and in the original condition they were received, with tags attached and in original packaging. We reserve the right to refuse a refund if goods are not returned in a saleable condition or are damaged.
All returned goods are inspected upon receipt at our warehouse to confirm their condition and photographs may be taken if necessary.
Please be aware that you will need to arrange and pay the postal charge for returning the goods. We highly recommend the use of a service which includes tracking information and insurance to help ensure a safe return. We are unable to process a refund for items that have not been returned to our warehouse.
If there is a fault with your order, we will cover the cost of postage instead. We are unable to refund postage and packing unless the goods are faulty.
Refunds are processed via the original payment method. Please note that we do not offer exchanges. If you would like to make a replacement order, you can do so via our website.
If your order arrives damaged, incorrect, not as described, or develops a fault, please contact us.
Please do not return any items before contacting our Customer Experience team, as this will slow down the process and we may not require a return.
To initiate a return with the Customer Experience team, please either email admin@patientchoicedirect.com or call 01823 246 803 between 9:00am - 5:30pm Monday to Friday.
Customised & Made-To-Measure/Made-To-Order Products
Scope: At Patient Choice Direct, we offer a range of customised and made-to-measure products specifically designed to meet individual patient needs. These products are crafted to each patient's unique specifications.
Non-Refundable Policy: Due to the bespoke nature of customised and made-to-measure products, we are unable to offer a refund or exchange for these items once they have been produced, unless they are defective. This policy is consistent with your statutory rights.
Quality Assurance: We engage in detailed communication with you to understand and confirm your specific requirements before ordering your customised or made-to-measure product.
Order Confirmation: After you place an order for a customised or made-to-measure item, you will receive a confirmation detailing your specified requirements. Please review this confirmation for accuracy, as changes post-production commencement may not be feasible.
Cancellation Policy: Should you need to cancel your order for a customised or made-to-measure product, please do so within 24 hours of order placement. Beyond this period, production may have begun on your product, and cancellation may no longer be possible.
Defective Products: If your customised or made-to-measure product is defective or fails to meet the agreed specifications, contact us immediately. We will investigate the issue and confirm any details with you before advising how to proceed.
Customer Service: For inquiries or support regarding our customised and made-to-measure products, please reach out to our Customer Experience team at admin@patientchoicedirect.com. We are dedicated to ensuring your complete satisfaction with our products.
Returns Number
Please note that all returns require a returns number to be provided by Patient Choice Direct. This helps ensure the team correctly process your return and prevent delays. The returns number should be included inside the packaging.
To obtain a returns number, please contact the Customer Experience team, by either emailing admin@patientchoicedirect.com or calling 01823 246 803 between 9:00am - 5:30pm Monday to Friday.
How long will my refund take?
Once returned goods have been received, a refund will be processed within 5 working days back to your chosen payment method.