Purchases and Refunds
Placing Orders With Us
Every order is important to us here at RDO Medical. When you place an order online, you will be paying via Paypal, Bank Transfer or Sagepay. You will receive an email confirming your order and giving details of the items you have purchased. This automatic confirmation email does not necessarily mean we will be able to fulfil your order. We retain the right to withdraw products from sale at any time and to refund in full any payment made.
We aim to be as flexible as possible regarding methods of payment to make your purchase as simple as possible. We always try to fulfil all purchases of all published items as quickly as possible but please remember that arbitrarily sending a payment to us does not guarantee we know who you are, what you are ordering or that we can immediately fulfil your order. Receipt of payment doesn't oblige us to fulfil any order or request either as we reserve the right to refund your payment if circumstances dictate. For payment details click the Payment Details link at the top of the page..
VAT and Pricing
Unless stated otherwise, the price you see is the price you pay. This includes VAT where applicable. UK VAT will apply. A VAT invoice will be provided.
If you are outside of the EU we may be able to export your product to you. In this case all applicable import taxes alongside any associated expenses will be at your expense.
If you are a legitimate EU based company and you meet our due diligence standards we may be able to supply you products and services without applying VAT.
Perishable Goods and Expiration Dates
For any drugs, sterile products, foodstuffs or any products with an expiration date we will always endeavour to ship out your order in a way that you have a fair and reasonable lifespan remaining on your product, relative to the type of product it is.
Payment via Paypal
Paypal is our prefered payment method. Payments can be made after selecting items on our websites or by directly sending a payment to "support at rdo-medical.com". You would need to send a separate email to the same address to explain what the payment is for.
Payment via Credit and Debit Cards
We accept the following credit/debit card payments:
Visa, Visa Electron, Visa Debit, Mastercard, Maestro, American Express plus any others which can be processed via Sagepay.
We choose to do this via Sagepay since they act as an intermediary and so we never need to know your payment card details.
Direct Bank Deposits and Transfers
We accept transfers in GBP to our UK bank account:
Account: RDO Medical UK Ltd
Account Number: 32108860
Sort Code: 40 42 12
Invoices and Receipts
If appropriate, we may issue a pro-forma invoice in anticipation of your payment. Should we receive cash payment we will issue a receipt at the time of payment. Within 30 days of receiving your full and final payment we will send you via surface mail a hard copy of your invoice. Upon payment we will send a PDF soft copy of your invoice via email and can send a hard copy on request.
We aim to be as flexible as possible regarding methods of payment to make your purchase as simple as possible. We always try to fulfill all purchases of all published items as quickly as possible but please remember that arbitrarily sending a payment to us does not guarantee we know who you are, what you are ordering or that we can immediately fulfill your order. Receipt of payment does not oblige RDO Medical to fulfil any order or request either since we reserve the right to refund your payment if circumstances dictate.
Tracking Your Orders
We aim to ship all orders as quickly as possible, there is nothing gained by you or us by leaving your order sat on a shelf in our warehouse for a few days more. We need the space! We dispatch orders every working day so it’s safe to say that within 2 working days of your order being paid for it will be on its way.
The majority of orders are despatched with a service which has a tracking number and requires a signature, if no-one is available to sign most courier and mail services leave a card advising where the delivery can be collected from or a number to call and reschedule delivery. This is not controlled by us but the delivery company in your country or area.
If you have paid via Paypal we will inform Paypal of any tracking numbers, otherwise will email them directly to you.
We use various delivery services and we ship from various different international offices.
UPS (United Parcel Service)
The company with the big brown box vans, very efficient, they have a tracking which looks like 1Z5042V16894265939 you can copy/paste the tracking number into their online portal here.
Registered Mail from our Spanish Offices
We use the registered mail service of many countries meaning that a tracking number and signature is required.
If your tracking number ends in ES like this RR123456789ES it was shipped from our Spanish office and can be tracked by copy/pasting the tracking number in here. This will track it until it leaves Spain. Selecting the destination country from the same page will forward you to the mail service website of the destination country where, a few days after leaving Spain, the package will then be available to see online for the last part of it’s journey.
Registered Mail from our UK Offices
If your tracking number ends in GB like this RR123456789GB it was shipped from our UK office, the same applies here in that the UK Royal Mail website here
United States Parcel Service
Some orders from the USA may go via USPS.
If your delivery is to an address in the USA it's probably shipping via USPS and it can be tracked online here.
Deliveries and Non Deliveries
The vast majority of our consumer products have shipping costs included. However, if we are required to ship outside of Europe an extra cost applies. In all cases this is clearly shown. Exceptions to this would be wholesale arrangements where we would quote if the shipping is paid for by the buyer and that the price may be out of our control. Our preferred method of shipping is with Royal Mail Certified Mail having a delivery time of approximately 3 days to most UK locations, about 5-7 days to EU locations and 7-10 days outside of the EU. Your statutory rights are not affected.
Signed For Deliveries
Most deliveries will require a signature, it is important the buyer ensures that there will be someone available at their specified delivery address to accept and sign for the parcel. If the buyer chooses to have their parcel delivered to a work address they must state this in the delivery address when an order is placed. We may, according to the advice or limitations of our business partners or our insurers, be unable to use any address which is not registered with those entities if they are processing the payment. Most couriers will make one delivery attempt only, after which the parcel will be held at their local depot for collection. Warranty periods begin on the date of receipt of delivery.
Signing For a Delivery
Once a courier arrives to deliver a parcel, a signature confrims that responsibility has been accepted and that the goods have not been damaged in transit (DIT). When the parcels are dispatched the courier company check that the packaging is secure and there are no leaks or any apparent damage. That is how we expect them to be delivered to our customers. Courrier companies discharge this responsibility by asking for a signature to release the goods of their duty. If goods are found to be damaged and the choice is made to accept the parcel a note should be made when signing that the parcel is damaged. The recipient has the right to inspect what is being signed for.
Refusing Delivery of Signed-For Goods
If acceptance of a delivery is refused because of aparent damage we will seek compensation and resend the goods at no extra charge. If delivery is refused for any other reason any resulting charges would be the responsibility of the buyer and they would have to cover any incurred costs associated with the situation and accept any resulting delays. That could include the package being returned to us and resent or extra costs charged by the courier service. If there is a refusal to accept the additional charges we would have the delivery returned to us and refund the original payment minus a fair and reasonable shipping and handling charge.
It is essential that a correct and complete delivery address is provided. If a parcel fails to be delivered due to an incomplete or incorrect address the buyer will be required to cover any incurred costs associated with the situation and accept any resulting delays. That could include the package being returned to us and resent or extra costs charged by the courier service. If there a refusal to accept the additional charges we would have the delivery returned to us and the original payment refunded minus a fair and reasonable shipping and handling charge.
Lost In Transit
Things get lost in the post. If a parcel is lost in the post and it is not the buyer's fault there will be no penalties. We would anticipate the buyer's assistance in confirming non-delivery but if it didn't arrive that is our matter to settle with the courier and in due course a replacement product will be sent.
Our Fair and Reasonable Refund Policy
We aim to keep our published information about our products clear and accurate, we also strive to keep the promises which we make in our sales literature. If the buyer has carefully considered their purchase they should receive what they anticipated within the agreed time frame. At this point most buyers have achieved their goals and begin the happy productive use of their purchase. However, there are occaisions when this is not always the case. These exceptions are detailed below.
If for any reason the buyer changes their mind about an item they have ordered they must notify us as soon as possible. UK regulations stataes the your right to cancel an order starts the moment you place your order and ends 14 days from the day you receive it. It is accepted that after informing us you have a further fourteen days for you to return the unwanted goods. However, you must ensure you obtain proof of posting the goods back to us. The goods must be returned to us at our Coventry offices at the buyer's own expense.
If you return goods, please retain proof of posting from your local Post Office. You will be responsible for the returned products until they reach us.
Specific to the types of products that we specialise in, for reasons of personal hygiene and safety we are unable to offer a refund or exchange on our intimate products if packaging is opened. Would you want to use a sponge, a diaphragm or a menstrual cup that another customer had opened and returned?
We expect items returned to us to be in good condition and in an unused state complete with packaging and all components. In particular this means that you will:
- - not to break any manufacturers seals
- - not load software onto any computer, PC or laptop
- - return in good condition all packaging, manuals, cables, etc.
- - return the goods in a condition that would enable RDO Medical to resell them as new.
- - return the goods within 28 days of receipt, having informed us of your intention within 14 days.
- - items that are returned soiled or damaged or don't comply with the above notes will be rejected and returned to you without refund. .
If the above apply then you will recieve a refund of the price paid for that product, excluding fair and reasonable postage and handling fees where applicable. Where possible your refund will be credited back onto the same card or account that you used when you placed your original order.
This does not affect the buyer's Statutory Rights.
Faulty or Damaged Goods
We try and ensure that all our stock reaches the buyer in good condition and working order. Most of our products are dipatched using a "signed-for" service. When a package is signed for it must be clear to all parties what is being signed for. For instance, if a package is delivered that appears to be squashed, visibly broken or wet we would ask that receipt is refused, at which point the mail service will return it to us and we will arrange for a replacement to be sent.
If part of an order is faulty, damaged or incorrect, we will either replace it free of charge, repair it free of charge or offer a full refund dependng on the nature of the problem, the elapsed time and the product. We will discuss the available options with the buyer upon receipt of the complaint. We would request that we are informed within 7 working days of inital receipt if such a return is needed although we accept that not all faults are immediate and that it will take a reasonable amount of time for us to receive the goods back. We are always happy to discuss an amicable solution to any such problems.
This does not affect the buyer's Statutory Rights.