Returns & Refund Policy

Last updated: October 2026

We want you to buy from Insulin Syringes UK with confidence. If something isn’t right with your order, this page explains how returns and refunds work.

Our 14-Day Return Policy

You can return most eligible items within 14 days of receiving your order for a refund. Items must be unopened, unused, and in their original sealed packaging.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from the day you receive your goods to tell us you want to cancel. You then have a further 14 days to send the items back to us.

Why Opened Packs Cannot Be Returned

Insulin syringes are sterile medical products. For hygiene and health protection reasons, we cannot accept returns of packs that have been opened or whose seals have been broken, as we cannot resell them safely. This exception is permitted under UK consumer law for sealed goods that are unsuitable for return once unsealed.

What Can Be Returned

  • Unopened, sealed packs in their original packaging
  • Items that arrived damaged, defective, or incorrect
  • Orders you have cancelled within the 14-day period

What Cannot Be Returned

  • Packs that have been opened, used, or tampered with
  • Items with broken seals or damaged packaging caused after delivery
  • Products returned after the 14-day return window (unless faulty, see below)

How to Start a Return

  1. Contact us within 14 days of delivery at [email protected] with your order number and the reason for the return.
  2. We will confirm your return and send you the return address and instructions.
  3. Pack the items securely in their original, sealed packaging.
  4. Send the parcel back using a tracked service and keep your proof of postage.

Please do not send items back without contacting us first, as we may not be able to match them to your order.

Return Shipping Costs

  • Change of mind: you are responsible for the cost of returning the items.
  • Faulty, damaged, or incorrect items: we will cover the return postage. Send us a clear photo of the item and packaging so we can resolve it quickly.

Damaged, Faulty, or Incorrect Orders

If your order arrives damaged, is faulty, or isn’t what you ordered, please contact us as soon as possible with your order number and photos. We will arrange a replacement or a full refund, including the original delivery cost. This does not affect your statutory rights under the Consumer Rights Act 2015.

Refunds

  • Once we receive and inspect your return, we will email you to confirm the outcome.
  • Approved refunds are issued to your original payment method within 14 days of us receiving the goods back (or of receiving proof that you’ve sent them).
  • Your bank or card provider may take a few extra days to show the refund in your account.
  • For change-of-mind returns, we refund the product price plus standard delivery charges, excluding any extra cost for a premium delivery option you chose.

Order Cancellations Before Dispatch

If your order hasn’t shipped yet, contact us as soon as possible at [email protected]. If it hasn’t left our warehouse, we will cancel it and issue a full refund.

Lost Parcels

If your order hasn’t arrived within the delivery time shown at checkout, contact us. We’ll investigate with the courier and send a replacement or a refund.

Your Statutory Rights

This policy does not affect your legal rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

Contact Us

Questions about a return or refund? We’re happy to help.

  • Email: [email protected]
  • Address: 167-169 Great Portland Street 5th Floor, London, United Kingdom, W1W 5PF
  • Hours: 24/7