We understand that from time to time you may wish to return a product to us. We recommend familiarising yourself with our returns policy below to make sure the process is as smooth as possible!
Returns, exchanges and claims must be made within 7 days of delivery. Goods will not be accepted without prior approval.
Returned goods must be in a re-saleable condition (inclusive of all original packaging, unopened and unused). All returns must be suitably packaged; items with shipping labels on the original packaging will not be credited.
The health and safety of our staff is our top priority. All non- sterile items (including scaler tips, handpieces and instruments) must be returned in a sealed sterilisation pouch, in accordance with Royal Mail restricted item guidelines. Items which are not returned in a sealed sterilisation pouch will be discarded without a credit note or repair being issued.
How do I return items?
- Contact the sales department to obtain authorisation. Returns will not be accepted without prior authorisation.
- Enclose a copy invoice in the parcel.
- Items for return must then be appropriately and securely in rigid box. Damaged goods will not be accepted for return or repair.
- Return goods to us at: Returns Department, Premium Plus UK Ltd, Unit 2 Knighton Heath Industrial Estate, 855 Ringwood Road, Bournemouth, Dorset, BH11 8NE, United Kingdom.
If you have been provided a prepaid Royal Mail return postage label, attach to the parcel and send via your local post office.
If we have arranged collection of goods via Parcelforce, we will confirm the date of collection with you. If they do not collect on the date confirmed to you, it is your responsibly to contact us to re-arrange the collection.
Who pays for postage?
Costs incurred for the return of goods will be at the sender’s expense, except in cases of incorrectly supplied or faulty goods. Collection of goods can be arranged for you at a charge of £13.50 plus VAT per parcel (Zone 1,2,3,4 only, excluding Zone 5 – Jersey and Guernsey).
If a collection has been arranged and is unsuccessful, where the customer is at fault, a cancelled collection fee of £14.50 plus VAT may be charged.
Credits & refunds
Upon receipt of the goods in our warehouse, providing goods are in a saleable condition we will issue:
- A credit note onto your account; or
- A refund via the payment method used (depending on your card issuer, it may take up to 7-10 days to complete a refund).
Your credit or refund will be equal to the price you paid to us in respect of any product properly returned by you in accordance with this policy.
If the item you are returning is part of a special offer (e.g., Buy 2 Get 1 Free) and only part of the offer is returned, the item returned will be treated as the ‘Free’ items.
In accordance with our terms and conditions Premium Plus reserve the right to invoice the Customer (at manufacturers RRP) for promotional gifts originally sent free of charge (i.e., gifts associated with a level of spend on an order) if the Customer later returns goods from the order for credit but retains the gift that was originally sent free of charge.
The original delivery charges relating to the returned goods will not be refunded (see return exemptions).
We will process the refund or credit due to you as soon as possible and, in any event, within 20 working days following the day we receive your returned goods.
If a credit note has been issued onto your account and you require a refund, contact our Accounts department on 0800 009 8822 or +44 (0)1202 611 011 (press 2 for the Accounts department).
We do not accept returns or exchange for clearance items purchased via website, phone, email or in person. This will be made clear to you at the time of purchase. Incorrectly supplied or faulty goods (unless fault stipulated at the time of purchase) will be accepted for return or exchange.
Products which are ordered from a manufacturer at the request of a customer cannot be returned. This will be discussed with you at the time the order is placed
We are not responsible for any items which are lost due to insecurely posting an item or the item being lost in the post.
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