Shipping Policy
Mukes Med delivers medical equipment to hospitals, clinics, surgical centres and diagnostic centres nationwide. Every delivery is insured, and major equipment orders include installation and staff training. This Shipping Policy explains where we deliver, how long delivery takes, what delivery costs, and what happens when your equipment arrives.
1. Where we deliver
We provide nationwide insured delivery to hospitals, clinics and diagnostic centres across the country. If your facility is in a remote or difficult-to-reach location, please tell us when you request your quotation, so that we can confirm the delivery arrangements and timing for your site before you order.
2. Delivery times
Delivery times depend on the equipment ordered and its availability, and are as stated on your quotation, order confirmation or invoice. Smaller items are usually dispatched promptly once your order and any required advance payment have been received. Larger or major equipment may take longer, because it may need to be prepared, tested or scheduled for installation. If a delivery will take longer than expected, we will let you know and agree a revised delivery date with you.
Delivery dates are estimates, not guarantees. We do our best to deliver on the date agreed, but delays can happen, for example because of supply shortages or transport disruption. We will keep you informed if a delay affects your order, and we will not charge you for a delay caused by circumstances outside our reasonable control.
3. Delivery charges
Delivery charges are as stated on your quotation or invoice. For many major equipment orders, delivery is included as part of the package — please check your quotation or invoice to see whether delivery is included for your order. If delivery to your location involves additional costs, for example for a remote site or for specialist handling, we will tell you the amount before you commit to the order.
4. Scheduling your delivery
Delivery of major equipment is scheduled with you in advance. Before delivery day, please make sure:
- The delivery location is accessible to our delivery team and, where needed, to a suitable vehicle.
- The room or area where the equipment will be installed is ready, with the power supply and space the equipment needs.
- An authorised person is available to receive the equipment, check it with our team, and sign the delivery note.
If delivery cannot go ahead on the agreed day because the site is not ready, or because no authorised person is available to receive the equipment, we will agree a new delivery date with you. Additional delivery or storage costs caused by a delay on your side may be charged, as stated on your invoice or quotation.
5. Installation and staff training
Installation and staff training are included on major equipment orders, as stated on your quotation or invoice. On installation day, our team will deliver the equipment, set it up in the agreed location, commission it and check that it is working correctly before we leave. Training covers hands-on instruction for the doctors, nurses and technicians who will use the equipment, so that your team is confident using it from day one.
For smaller equipment that does not need installation by our team, we will include the manufacturer’s instructions and, where applicable, guidance on setup and first use. If you need help after delivery, our support team is available at support@mukesmed.com.
6. Checking your delivery
When your equipment arrives, please check it with our delivery team before signing the delivery note. Check that the equipment matches your order, that all parts, accessories and documentation are present, and that there is no visible damage to the equipment or its packaging. If anything is missing, damaged or different from your order, note it on the delivery note and contact us at support@mukesmed.com as soon as possible, and within 7 days of delivery, so that we can put it right through repair, replacement or refund as appropriate.
7. Risk and ownership
Equipment is delivered insured, and the risk of loss or damage during delivery is ours until the equipment is delivered to you and signed for. Once you have received and signed for the equipment, it is your responsibility to store and use it in line with the manufacturer’s instructions. Ownership passes to you as stated on your invoice or quotation, and once any required payment has been made.
8. Returns
Unused equipment in its original packaging may be returned within 7 days of delivery, as set out in our Return Policy. Equipment that has been installed, used or custom-ordered cannot be returned. Please see our Return Policy for the full process.
9. Contact us
If you have a question about a delivery, or if you need to change a delivery date, please contact us as early as possible. For sales and quotations, email sales@mukesmed.com. For delivery and after-sales support, email support@mukesmed.com. Our working hours are Monday to Saturday, 9:00am to 6:00pm.