This statement was last updated on 19/11/2024.  

 

Ebrington (NI) Ltd is committed to providing our customers with the highest quality products and service.  On rare occasions, however, products may be found to be faulty, defective or inappropriate, and in keeping with our commitment to providing customers with excellent service, we offer the returns facilities set out below for both UK and ROI customers: 
  


How Our Returns System Works


We’ll take ownership of the return if: 
 

• the product arrives faulty or damaged 
• we have made a packing or keying error and have sent incorrect goods 

We’ll cover the costs of these returns and make the necessary arrangements to uplift the goods. 

Under the Consumer Rights Act 2015 (UK), customers in the UK have the right to return faulty or misrepresented items for a full refund within 30 days of purchase.  After 30 days, customers still have the right to a repair or replacement.  If a repair or replacement is not possible, you may be entitled to a refund.


You’ll take ownership of the return if: 
 

• the product is non-faulty 
• you’ve ordered the product in error 
• you’ve changed your mind 

In this instance, you'll cover the cost of the return and may be charged a restocking fee. 

For most online purchases, customers in UK and Ireland have a 14-day cooling-off period from the date of delivery, allowing you to return an item for any reason.  Exceptions include perishable items, special order items and sealed items.  You have 14 days to notify us of your decision to return the item and an additional 14 days from notifying us to send it back. 
  

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Criteria To Meet For A Return To Be Accepted 

• Goods must be returned as sold i.e. in the original packaging and in re-saleable condition, without writing on the original packaging, tape, or labels attached
• Any free gifts or other additional bundled items delivered with the products must also be returned. 
• You must obtain a Return Materials Authorisation docket (RMA) from our customer service team and enclose this with the returning items. 
• Goods must be parcelled up in a box or protective wrapping for transportation.  

Non-returnable items 
 

• Special order items specifically obtained by our purchasing team for you 
• Sealed items that cannot be returned for hygiene reasons if unsealed 
• Any opened or used goods

Failure to comply with these requirements may result in the return being rejected.  
 

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How To Arrange A Return 

 
1. Check if the item you are returning meets the accepted criteria. 

2. Get in touch with our customer service team.  Call 028 7134 5188 or email customerservice@ebrington-ni.com.  Have your order number ready to hand. State the item(s) you wish to return and provide a return reason. 

3. Our customer service team will then generate a Return Materials Authorisation docket (RMA) which will be emailed to you with instructions to enclose with the returning good(s). 

4. If Ebrington is taking ownership of the return, our customer service team will arrange collection of the good(s) and will notify you regarding the arrangements being made.  

OR 

If you are taking ownership of the return, you can either return the good(s) to us at your own expense, or we can arrange a courier collection for £10.00 ex VAT. 

Please address returns to: Ebrington Medical, Returns Dept, 1a Carrakeel Drive, Maydown Industrial Estate, MAYDOWN, BT47 6UQ. 

 5. Once the good(s) have been received by our returns department, our team will then act upon your desired outcome, by issuing either a replacement, credit or refund. 

 

Restocking Fees 

We reserve the right to charge a restocking fee (particularly on large items).  You will be charged either 20% of the value of the goods or £25.00 ex VAT, whichever is the greater. 

Please see Section 13 of our Main Terms and Conditions for full details of refund policies. 

 

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Order Cancellation Policy 

 For most items purchased online, by telephone, or via email, you have the right to cancel your order within 14 days of receiving the goods, in line with the UK Consumer Contracts Regulations 2013 and the Irish Consumer Rights Act 2022. 


Certain products are exempt from this cancellation right, including: 
 

• Perishable goods or items with a limited shelf life
• Items ordered by special request
• Sealed items that cannot be returned once unsealed for hygiene reasons 

If you wish to cancel your order, please notify us within this period, and return the items in their original condition.  You will receive a full refund, including the original standard delivery charge, within 14 days of us receiving the returned items or proof of postage, whichever is sooner. 


Please note that you will be responsible for the cost of return shipping if returning an item due to a change of mind. 

 
If an order was placed for an item that is pre-ordered or back-ordered, the same 14-day cancellation rights apply from the date of receipt.  If there are unexpected delays in the delivery, consumers may also have the right to cancel if the delivery is not made within the agreed timeframe. 

 
Cancelling Faulty or Incorrect Items:  

If your item arrives damaged, defective, or does not match the description provided at the time of purchase, please contact us within 14 days to arrange a replacement or refund. In these cases, we will cover the cost of return shipping. 


To cancel your order or if you have any questions about returns, please contact our customer service team by calling 028 7134 5188 or emailing customerservice@ebrington-ni.com.