Last updated: 9 August 2026
1. About This Policy
This policy explains how cancellations, returns, faulty goods and refunds are handled by SurgiSim.
SurgiSim supplies both business customers and individual consumers. Different rights and conditions may apply depending on whether an order was placed for business or personal purposes.
2. Company Information
SurgiSim is a trading name of Astflick Group Limited. Astflick Group Limited is the seller and contracting entity responsible for all orders placed through this website.
Company number: 05950580
VAT number: GB896845841
Registered office and returns address:
Unit 7 Latham Road Business Park
Latham Road
Huntingdon
Cambridgeshire
PE29 6YE
United Kingdom
3. Consumer Customers
A consumer is an individual purchasing goods wholly or mainly for purposes outside their trade, business, craft or profession.
Consumer purchases are protected by applicable UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.
4. Consumer Right to Cancel
Consumers purchasing online normally have the right to cancel an order without giving a reason.
- The cancellation period begins when the order is placed.
- The cancellation period ends 14 days after the goods are received.
- After notifying us of cancellation, the consumer has a further 14 days to return the goods.
To exercise the right to cancel, email hello@surgisim.co.uk with the order number and a clear statement confirming the decision to cancel.
Products must be kept with reasonable care while they remain in the consumer’s possession.
5. Returning a Consumer Order
After notifying us of cancellation, return the goods to:
SurgiSim Returns
Unit 7 Latham Road Business Park
Latham Road
Huntingdon
Cambridgeshire
PE29 6YE
United Kingdom
We recommend using a tracked delivery service and retaining proof of postage.
For change-of-mind returns, the consumer is responsible for the direct cost of returning the goods unless SurgiSim has expressly agreed otherwise.
6. Condition of Returned Goods
Consumers may inspect goods in the same way they would reasonably inspect them in a physical shop.
We may make an appropriate deduction from the refund if the value of the goods has been reduced because they were handled beyond what was reasonably necessary to establish their nature, characteristics and functioning.
This may include products that have been:
- Used for training or demonstration;
- Cut, punctured, sutured, marked or modified;
- Contaminated or exposed to biological materials;
- Damaged through improper handling;
- Returned with missing parts or accessories; or
- Returned in a condition that materially reduces their resale value.
Original packaging should be retained and used where reasonably possible, but a consumer’s statutory rights are not automatically removed solely because external packaging is unavailable.
7. Products Excluded From Change-of-Mind Cancellation
The statutory right to cancel may not apply to:
- Goods made to the customer’s specifications or clearly personalised;
- Genuinely bespoke or custom-manufactured products;
- Sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken; and
- Other goods expressly excluded from cancellation rights under applicable law.
Any applicable restriction will be identified clearly on the relevant product page or before the order is placed.
This section does not affect rights relating to goods that are faulty, damaged, misdescribed or otherwise not in conformity with the contract.
8. Faulty, Damaged or Misdescribed Goods
Goods supplied to consumers must be of satisfactory quality, fit for their intended purpose and match their description.
If goods arrive faulty, damaged, incomplete or incorrect, please contact us as soon as reasonably possible at hello@surgisim.co.uk.
Please provide:
- The order number;
- A description of the problem;
- Photographs where they would help us assess the issue; and
- Details of any missing or incorrect components.
Requesting photographs helps us resolve claims quickly but does not remove or restrict a consumer’s statutory rights.
Consumers may have a short-term right to reject faulty goods within 30 days of receiving them. After that period, rights may include repair, replacement, a price reduction or a refund, depending on the circumstances and applicable law.
Where goods are confirmed as faulty, damaged or incorrectly supplied, SurgiSim will cover reasonable return costs or provide an appropriate return method.
9. Consumer Refunds
For a valid change-of-mind cancellation, the refund will include:
- The price paid for the returned goods; and
- The cost of the least expensive standard delivery service offered when the order was placed.
Any additional amount paid for express, premium or enhanced delivery is not refundable beyond the cost of the standard delivery service.
We may withhold the refund until the returned goods have been received or the consumer provides evidence that the goods have been sent back, whichever occurs first.
Refunds will normally be issued within 14 days of receiving the returned goods or satisfactory evidence of return.
Refunds are issued to the original payment method unless an alternative method is expressly agreed.
10. Business Customers
A business customer is any person, company, institution, university, NHS body, healthcare organisation or other organisation purchasing goods wholly or mainly for business or professional purposes.
Business-to-business transactions do not include an automatic statutory right to cancel or return goods because they are no longer required, were incorrectly ordered or constitute surplus stock.
Any business return for convenience requires SurgiSim’s prior written approval and may be subject to:
- The goods being unused and in resalable condition;
- Complete original packaging;
- A reasonable restocking or administration charge;
- The customer paying the return delivery cost; and
- Any additional conditions agreed in writing.
Approval of one business return does not create an obligation to accept future returns.
11. Faulty or Incorrect Business Orders
Business customers should inspect goods promptly after delivery and notify SurgiSim of any visible damage, shortages or incorrect products as soon as reasonably practicable.
Where a business claim is accepted, SurgiSim may, as appropriate:
- Replace the affected goods;
- Repair the affected goods;
- Provide missing components;
- Issue a credit; or
- Issue a refund.
Nothing in this policy excludes any right or remedy that cannot lawfully be excluded.
12. Custom, Bespoke and Specially Manufactured Orders
Customised, personalised, specially manufactured or genuinely bespoke products cannot normally be cancelled or returned once production or customisation has started, except where the goods are faulty, damaged, misdescribed or otherwise not supplied in accordance with the agreed specification.
Any special cancellation conditions will be communicated before the order is accepted.
13. Sale and Clearance Products
Consumer statutory rights apply equally to sale and clearance products.
If a product has been reduced because of a specific disclosed defect, the customer cannot later claim that the disclosed defect makes the product faulty. This does not affect rights relating to other faults.
14. Cancelling Before Dispatch
If an order has not entered the dispatch process, contact us immediately and we will make reasonable efforts to cancel it.
If the order has already been dispatched, it must be handled under the applicable returns procedure in this policy.
15. Products Damaged After Delivery
SurgiSim is not responsible for faults or damage caused by:
- Misuse or improper handling;
- Use contrary to supplied instructions;
- Normal wear and tear;
- Unauthorised alteration or repair;
- Incorrect storage or cleaning; or
- Use for purposes for which the product was not designed.
This does not affect responsibility for faults that were present when the goods were supplied.
16. Return Authorisation
Please contact SurgiSim before returning goods so that we can provide the correct instructions and identify the return when it arrives.
A consumer’s clear notice of cancellation remains effective even if a return reference has not yet been issued.
17. Contact SurgiSim
For cancellations, returns, damaged goods and refund enquiries:
Email: hello@surgisim.co.uk
Office hours: Monday–Friday, 9:00am–5:00pm
Returns address:
SurgiSim Returns
Unit 7 Latham Road Business Park
Latham Road
Huntingdon
Cambridgeshire
PE29 6YE
United Kingdom