Return Policy

We want you to be confident when you order medical equipment from Mukes Med. If equipment is not right for your facility, you may return unused equipment in its original packaging within 7 days of delivery, as set out below. Please read the conditions carefully, because medical equipment that has been installed, used or custom-ordered cannot be returned. If equipment arrives faulty or damaged, different rules apply, and we will put it right — see section 5.

1. The 7-day return window

You have 7 days from the date of delivery to ask for a return. To count as within the window, you must contact us by email at support@mukesmed.com within those 7 days. Tell us your order or invoice number, the equipment you wish to return, and the reason for the return. We will reply with the next steps and a return reference. Please do not send equipment back before we confirm the return, so that we can agree the return arrangements with you first.

2. Condition of returned equipment

To be accepted for return, equipment must be:

Unused and in the same working condition as when it was delivered.
In its original packaging, with all accessories, cables, manuals and documentation included.
Complete, with nothing missing or removed.

Please pack the equipment securely for its return journey, using its original packaging where possible, so that it is protected in transit.

3. What cannot be returned

For safety, hygiene and clinical reasons, the following cannot be returned:

Equipment that has been installed or commissioned at your facility.
Equipment that has been used, including equipment that has been switched on for clinical use or connected to a patient.
Equipment ordered or configured to your specification, such as custom-ordered or specially configured equipment.
Equipment that has been damaged after delivery, modified, or repaired by someone other than our authorised team.

If you are unsure whether your equipment can be returned, please contact us at support@mukesmed.com before arranging a return, and we will confirm it for you.

4. Inspection and outcome

When your returned equipment reaches us, we will inspect it to check that it is unused, complete and in its original packaging. If the return is accepted, we will arrange a refund or replacement, as agreed with you and as stated on your invoice or quotation. Refunds are made to the original payment method, or as stated on your invoice or quotation, after the inspection is complete. Please allow reasonable time for the refund to appear, as banks and payment providers process refunds at different speeds.

If the equipment does not meet the return conditions — for example, if it has been installed, used or is incomplete — we will tell you, and we will arrange for the equipment to be returned to you. In that case, the return will not be accepted.

5. Faulty or damaged equipment

If your equipment arrives faulty, damaged or different from what you ordered, please contact us at support@mukesmed.com as soon as possible, and within 7 days of delivery. Tell us your order or invoice number and describe the problem, and send photographs if you can. We will arrange repair, replacement or refund as appropriate, and we will confirm the arrangements with you before you send anything back.

Faults that appear after delivery are also covered by the warranty of up to 2 years stated on your invoice or quotation. A warranty claim is separate from a return under this policy: if equipment fails during the warranty period under normal use, following the manufacturer’s instructions, please contact us and we will arrange repair, replacement or other support as appropriate.

6. Return delivery

Return delivery arrangements will be agreed with you when we confirm the return. Equipment remains your responsibility until it reaches us in good condition, so please use a delivery method that protects the equipment and keep your proof of posting or delivery reference. If equipment is lost or damaged on its way back to us because it was not packed securely, we may not be able to accept the return.

7. Contact us

To start a return, or if you have a question about this policy, email support@mukesmed.com with your order or invoice number. For help choosing equipment before you order, email sales@mukesmed.com. Our working hours are Monday to Saturday, 9:00am to 6:00pm.