10. Returns and Order Cancellations
10.1 Once an order has been accepted, the customer may not cancel or amend it without our prior written agreement, except where a cancellation or other remedy is required by law.
10.2 Where we agree to accept the return of non-faulty goods as a commercial goodwill arrangement, the following conditions will normally apply:
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written return authorisation must be obtained before the goods are sent back;
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the goods must be unused, unopened, undamaged and in their original packaging;
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the goods must be returned within 28 days of delivery, unless we agree otherwise in writing;
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the customer is responsible for return carriage costs unless we agree otherwise; and
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a restocking charge of up to 10% of the goods' value may apply, as confirmed when the return is authorised.
10.3 For safety, hygiene, traceability or product-integrity reasons, we may be unable to accept returns of opened, used, damaged, temperature-sensitive, sterile, short-dated or otherwise unsuitable goods, where lawful and appropriate. Any such restriction does not affect remedies for faulty, misdescribed or incorrectly supplied goods.
10.4 Goods must not be returned without our authorisation. Unauthorised returns may be refused or held pending collection, and reasonable costs may be charged where lawful.
10.5 If goods are faulty, damaged on arrival or incorrectly supplied, please contact us promptly. We will assess the issue and arrange an appropriate remedy in accordance with these Terms and applicable law.
10.6 Where consumer cancellation rights apply by law, this clause does not remove or limit those rights. Consumer customers should refer to the relevant consumer cancellation and returns information provided with their order.