Delivery & Returns
It is your obligation to enter the correct delivery address at the time of ordering. If you enter the wrong address, we are not obliged to re-send the order to the correct address at our expense. The delivery address cannot be changed once the order has been shipped.
Once you have placed an order, if we are unable to ship any part of it, we may at our sole discretion, either send you part of the order that is in stock or remove item(s) from the order.
All deliveries are estimated dates only and not guaranteed.
If your order consists of specialist luxury items, fragrances or electrical items, these may take slightly longer to dispatch from our warehouse due to the size and weight of the product(s).
Our current delivery charges are as follows and are subject to change at any time:
1.1 Within the U.K
Delivery will be free on all orders over £60 within the UK. A standard delivery charge of £4.00 will apply for orders within the UK and items will be shipped using 2nd Class delivery in an unmarked discreet package. All Day Medical Group aim to despatch prescription orders on the same working same day as we receive your original paper prescription. If you also order other items along with your prescription request, you will have to pay an additional delivery charge if the order total of these other items is under £60.
For orders under £60 in value, we charge £4.00 for UK delivery, regardless of weight or size. This is the total cost of the delivery, regardless of how many items you order. The vast majority of orders are dispatched either on the same day or the following day. A signature may be required on receipt of your item(s). Our standard delivery option includes packaging, handling and Royal Mail 1st Class delivery postal costs.
Normal delivery takes between 2-5 working days.
In order to confirm that an order shipped via post has indeed been lost, we must wait 15 working days (3 weeks) before claiming against Royal Mail. Most lost items are located within the postal system within this period of time. If your item is lost or undelivered, you should contact your local Delivery Office to see if they are holding the order, having already tried unsuccessfully to deliver it to you. To find your nearest UK Sorting Office call Royal Mail on 08457 740 740 or visit their website at www.royalmail.co.uk. If after 15 working days you have not received your order, please contact us with your order number, name and address. We will then send you a P91 form. You must complete the P91 Form and return it back to us within 10 days or we will close the claim and in return we will not be able to issue a replacement order. Once we have received and accepted the completed P91 Form we will send your replacement order. These are Royal Mail’s new procedures which we are forced to adhere with. If you require your items urgently it is advised that you re-order them through our website.
If your item(s) are returned back to us for whatever reason (failed delivery, address errors etc.), we will resend the items subject to a redelivery charge. If at this point you decide to not have the goods returned, we will charge a restocking fee of up to 15% of the total order cost (depending on order value). We will be unable to refund actual delivery costs.
1.2 Returns and Exchanges
Return of unwanted items - Cooling off period
It is your responsibility to contact All Day Medical Group by email or phone to advise us of your intention to return or exchange any item(s) within 7 working days of receipt of them. After this date, it falls solely within the discretion of All Day Medical Group if a return or exchange will be accepted. Once notified, all items should be received at All Day Medical Group within 30 days from the date of delivery for this condition to apply. Please note that, once opened and or used, products cannot be returned to us unless the product is faulty or broken. In addition products of a medicinal, cosmetic or personal nature cannot be returned due to reasons of hygiene. We will not refund your order unless the item/(s) are in saleable condition upon return. You will be liable for the cost of returning items to us. We highly recommend that items are returned via a Recorded Delivery service as we do not accept responsibility for items lost in the post. It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit.
Once notified, all items should be received at All Day Medical Group within 30 days from the date of delivery for this condition to apply.
You must return items to All Day Medical Group by using the returns and exchanges procedure. Please note that if the item has already been shipped from our warehouse a £5 handling charge will also apply.
Return of faulty or damaged items
You should visit the step by step guide on our website for full guidance on how you should do this. To help us process returning goods, we would be grateful if you could supply details of your order number, name, date of order and goods return authorisation code (provided by customer services). If the item is returned without a goods return authorisation code we will be unable to offer an exchange. You will also be liable for the cost of re-delivery and our fees (which may exceed the original cost of delivery). We highly recommend that items are returned via a Recorded Delivery service as we do not accept responsibility for items lost in the post. It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit. All Day Medical Group will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to recover our fees and expenses from you.
However, you should note:
• Electrical and photographic equipment will only be accepted if complete with all leads, accessories and software. Any software must have its original seal intact to be accepted.
• Health and fitness equipment will only be accepted if dismantled and boxed as received.
• Electrical items that are returned and found to be faulty will be replaced only, if the original item is no longer available an alternative item will be offered of the same value. No refund will be offered.
Please note that, once opened and or used, products cannot be returned to us unless the product is faulty or broken. In addition products of a medicinal, cosmetic or personal nature cannot be returned due to reasons of hygiene.
All returns are evaluated before being processed.
Faulty items will be accepted up to the manufacturer's warranty terms. This does not affect your statutory rights.
If you refuse delivery due to an item being damaged, you should refuse delivery and notify of this within 7 working days as stated above. If you are unaware of the damage in transit, the 7 day period still applies however once this has expired, any return is solely within All Day Medical Group's discretion.
It is your responsibility to ensure the goods are adequately packaged to ensure that they are not damaged during return transit. We will not issue a return or exchange unless the item(s) are in a saleable condition upon return.
You may return damaged or faulty item(s) within 30 days of receipt of them. If an item is later deemed to be faulty, normal warranty conditions for that product apply. It is the recipient's responsibility to incur all costs and to follow warranty instructions as stated on the product warranty card as specified by the manufacturer.
Once we receive the returned items at our warehouse, you should allow a further 14 days for a replacement to be re-sent.
If you are not available to receive your items and they are returned to us we will charge £15 (or 15% if the order is over £100) restocking fee if you decide not to have the items re-delivered.
If you return an item without prior approval and an authorisation code, we will be unable to process your return and no refund or replacement will be provided. Unauthorised returns will be sent back to the sender with a delivery charge and £15 administration fee.
Any refunds due back to you under conditions 1.1 -1.2, will be refunded via the same means as when the order was placed and by no other methods.
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