Returns Policy

We want to make sure that your Urias Therapy Air Splints order is 100% perfect, however, if something isn’t quite right, then we’re here to help!

Please note that you do have the right to return a product or to cancel an order within the first 7 days following delivery (excluding special order items – see 6.6 below) – We do however reserve the right to refund your purchase minus any carriage charges that we have incurred in delivering (as detailed below in sections 6.1 through to 6.4). For returns outside of the 7 day cancellation period please see 6.7.

All Urias Therapy Air Splints products (manufactured in-house) carry a 12 month warranty / expiry date (subject to terms and conditions and noted in 6.5 below) which is shown on the device label attached to the product.* Please be advised that if the device label is removed, this could void the product warranty which is exercised at Arden Medical's discretion.

*If you have an issue with non Urias Therapy Air Splint product, please contact us regarding warranty / expiry date. Non Urias Therapy Air Splint product lines include the following:
75-043-0 - 'Faster Blaster' Inflation Hand Pump
75-040-0 - Accoson Pocket Pressure Gauge / Manometer
75-041-0 - Accoson Combination Hand Pump / Pressure Gauge

For more information on product warranties and their terms and conditions, please see our Product Warranty Info page.

 

6.1 Correct Parts Supplied:

If we have correctly supplied the product as ordered, we will reimburse the product costs minus a handling charge of 15% of the order value. Please note that you will also be responsible for the return carriage charges.

6.2 Damaged or Incorrect Goods:

If the goods have been damaged in transit or have been incorrectly supplied – In this case we reserve the right to replace the product. If you require a refund, we will reimburse the product order value. Please note: that you will also be responsible for the return carriage charges.

Please note: You must inform us of damaged deliveries within a reasonable period of time. All damaged deliveries must be notified within 7 days of delivery. We are unable to accept responsibility for damage to goods beyond these periods.

6.3 Faulty Items:

Before exchanging goods, we reserve the right to test items thought to be at fault. Payment will be required for any replacement parts sent out before the return of ‘faulty’ goods. If items are returned and found not to be at fault, they will be returned to the customer or a credit note issued to the value of the goods less a 15% administration charge. If found to be faulty due to incorrect usage, or substantial proof indicates “tampering” has caused the fault, you will not be eligible for a refund.

6.4 Product Exchanges:

If you wish to return a product for exchange then we reserve the right to deduct our initial shipping fee. (i.e. the shipping fee that we have incurred in shipping the first product to you.) and up to a 15% re-stocking charge. Goods returned outside of the 7 day cancellation period will either be exchanged for other goods or a credit note issued. Goods that have been used or are not in a resalable condition will not be accepted back for credit or exchange.

(The handling charge is to offset the costs incurred by ourselves in processing and shipping your order as requested)

6.5 Guarantee and Warranty Claims:

Certain lines carry an 'Expiry Date' or 'Shelf Life'. Note, if a claim is to be made, it must be done in a way applicable to the item. Wear & Tear as well as application of a part may affect the validity of a claim. Guarantee and Warranty terms are generally used to cover the core functionality of an item not cosmetics and surface finishes.

6.6 Return of Special Order Items:

Due to the nature of manufacturing and costs, the return of 'Special Order Items' is unfortunately prohibited. Any 'Special Order Items' which are returned to Arden Medical Ltd. without prior notification by a customer's own needs, will simply be returned back to sender. We also cannot provide refunds for 'Special Order Items'.

6.7 Return of Goods Outside of the 7 Days Cancellation Period:

For all goods returned outside of this period, subject to the parts being returned in their original packaging in a resalable condition, we will issue a credit note to the value of the goods less up to a 15% re-stocking fee.

If you wish to return any item then please follow these basic steps:

(a) Contact us to request a Returns Number**.

(b) Send the goods to the following address: FAO Returns, Arden Medical Ltd, Arden road, Arden Forest Industrial Estate, Alcester, Warwickshire B49 6HN. Please note that, subject to 6.1 to 6.4 above, we can only refund if goods are returned in the original packaging in “as new” condition.

(c) Attach a copy of the delivery note or invoice as proof of purchase and mark the package clearly with the *Returns Number, all dispatched items have a marked order ID, on the postage label, if this can be also added to the contents of the package, it will aid in your claiming process.

**Returns Number – This number helps us to deal quickly and efficiently with your return. Please note that if this number is not clearly marked on the returned item then this may cause delays.