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 14 days from receipt of your order to make a return.

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.

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 follow contact us.

Do not return any items before contacting our Customer Experience team, as this may slow down the process and we may not require a return.

Customised and Made-to-measure 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.