Refund policy

1. Company Information

SurgiSim is a trading name of:

Astflick Group Ltd
Unit 7, Latham Road Business Park
Latham Road
Huntingdon
Cambridgeshire
PE29 6YE
United Kingdom

All intellectual property, branding, and associated assets are owned by Astflick Holdings Ltd and licensed to Astflick Group Ltd.

2. Overview

SurgiSim supplies specialist medical training equipment to both business customers and individual consumers. Due to the nature of our products, strict return conditions apply to ensure hygiene, safety, and product integrity.

3. Business Customers (B2B)

All purchases made by businesses, institutions, universities, NHS bodies, or organisations are classified as Business-to-Business (B2B) transactions.

Policy:

  • Orders are final and binding once confirmed
  • No automatic right to return goods
  • We do not accept returns for:
    • Change of mind
    • Incorrect ordering
    • Surplus stock

Exceptions:

Returns will only be considered if:

  • Goods are faulty, damaged, or not as described
  • Reported within 48 hours of delivery
  • Items are unused and in original packaging

Approved claims may result in:

  • Replacement, or
  • Refund at our discretion

4. Consumer Customers (B2C)

If you are purchasing as a consumer, your rights are protected under the Consumer Contracts Regulations 2013.

Right to Cancel:

  • 14 days from delivery to request a return
  • Additional 14 days to send goods back

Conditions:

  • Items must be unused and in resalable condition
  • Returned in original packaging
  • Must not have been used for training or demonstration

5. Hygiene & Medical Product Exemptions

Due to the nature of SurgiSim products (including simulated tissue, suturing pads, and medical training equipment):

We reserve the right to refuse returns where:

  • Sealed hygiene packaging has been opened
  • Products have been used, marked, or altered
  • Items are no longer in a resalable condition

This applies in accordance with UK hygiene and safety exemptions under consumer law.

6. Faulty or Damaged Goods (All Customers)

If goods arrive damaged or defective:

  • Notify us within 48 hours of delivery
  • Provide photographic evidence

We will:

  • Replace the item, or
  • Issue a refund where appropriate

7. Returns Process

To request a return:

Email: returns@surgisim.co.uk

Include:

  • Order number
  • Reason for return
  • Supporting images (if applicable)

⚠️ Returns sent without prior approval may be refused.

8. Refunds

  • Processed within 5–10 working days after inspection
  • Refunded to original payment method
  • Shipping costs are non-refundable unless goods are faulty

9. Return Shipping

  • Consumers: Responsible unless item is faulty
  • Businesses: Responsible for all return costs

We strongly recommend tracked and insured shipping, as we are not liable for items lost in transit.

10. Non-Returnable Items

The following are strictly non-returnable:

  • Used training kits or practice pads
  • Opened sterile or hygiene-sensitive products
  • Custom-made or bespoke items
  • Clearance or special-order goods

11. Legal

  • We reserve the right to refuse any return that does not meet these conditions
  • This policy does not affect statutory rights
  • By placing an order, you agree to this policy