Refund, Cancellation & Returns Policy

You may cancel an order at no cost at any time before it has been dispatched. Contact us by phone or email with your order number as soon as possible.

If the order has already been dispatched, it can no longer be cancelled. Once you receive it, the returns terms below apply.

Where a cancellation is accepted and payment has already been taken, the full amount including any shipping charge is refunded.

We accept returns only where the item you received was damaged in transit, defective, or not what you ordered.

Such issues must be reported to us within 72 hours of delivery, with photographs of the item and its packaging. Reporting within this window allows us to raise a claim with our courier, which is why it matters.

On verification, we will either replace the item or refund it in full, at your preference and subject to availability.

We do not accept returns for change of mind, incorrect ordering, or where a product is no longer required. Please confirm specifications, variant and quantity before placing your order — our team is happy to advise before you buy.

We are also unable to accept returns of:

• sterile, single-use or consumable items once the sealed packaging has been opened;
• items that have been used, installed, or are not in their original condition and packaging;
• items damaged after delivery through misuse, mishandling or improper storage;
• products supplied against a specific quotation, custom configuration, or special order.

These exclusions exist for patient-safety and hygiene reasons and cannot be waived.

Where a return is approved because the item was damaged, defective or incorrect, Jupiter Biomedical Systems bears the cost of return shipping. We will arrange collection or reimburse reasonable courier charges against a receipt.

In the rare event that we agree, at our discretion, to accept a return for any other reason, the customer is responsible for return shipping costs and for ensuring the item reaches us in its original condition.

Approved refunds are issued to the original payment method used for the order. We do not issue refunds in cash, to a different card, or to a third-party account.

We initiate refunds within 3 business days of approving your request. Once initiated, the funds typically reach your account within 5–7 business days, depending on your bank or card issuer. This final step is controlled by your bank, not by us.

Refunds include the shipping charge only where the entire order is returned or cancelled.

If a payment fails or is abandoned, no order is fulfilled and no money is taken. If you see a deduction against a failed order, it is normally a temporary authorisation that your bank reverses automatically, usually within 5–7 business days. Contact us with your order number if it does not.

If you are unhappy with how a return or refund has been handled, contact us directly using the details below. We aim to respond to every query within two business days and prefer to resolve matters directly and quickly.