Refunds & cancellation

Last updated: 20 September 2026

Cancelling an order

• Before dispatch, and before personalisation has started — cancel from your account or email us. Full refund, no deduction.
• After personalisation has started — the personalised items cannot be cancelled, because your name has already been applied to them. The rest of the order can be.
• After dispatch — the order cannot be cancelled. Refuse delivery or raise a return once it arrives.

Returns

Tell us within 7 days of delivery. Items must be unused, in their original packaging, with any seals intact.

• Wrong item, missing item, or damage in transit — we replace it or refund it in full, including delivery. Send us a photograph and we will arrange collection at our cost.
• Manufacturing defect — replaced or refunded after inspection. Equipment may be handled under the manufacturer’s warranty.
• Change of mind on an unopened item — accepted within 7 days; return shipping is deducted.

What cannot be returned

• Personalised items, including the name-applied kit box and any instrument marked with your name, unless the personalisation is our error, the item is defective, or the wrong item was supplied.
• Consumables and sterile or hygiene-sensitive products once opened or unsealed.
• Items damaged by misuse, dropping or improper sterilisation.
• Items returned after 7 days from delivery.

This is why we ask you to confirm the exact spelling of your name in writing before you pay. Please read that screen carefully.

Missing from your college list

If an item that appears on the verified college list we published was left out of your kit, tell us and we will ship it at our cost.

How refunds are paid

Refunds go back to the original payment method. We initiate the refund within 3 working days of approving your request; your bank typically takes a further 5–7 working days to credit it. We will send you the refund reference.

Raising a request

Email [SUPPORT EMAIL — owner to supply] or call [SUPPORT PHONE — owner to supply] (Monday to Saturday, 10:00 – 18:00 IST) with your order number and photographs where relevant.