Delivery and Returns

Delivery in the United Kingdom

Simples!
We dispatch all our orders within a few working hours of you ordering.
If purchased before 2pm Mon to Fri then your order will be dispatched the same day…speedy!
We also send out all our orders fully tracked. This means you know where they are at all times :o)
More stuff…

The costs are detailed below but we also have a Delivery Estimator in the shopping cart.

  • Royal Mail Tracked® 48 hour service – £3.99
  • Royal Mail Tracked® 24 hour service – £4.99
  • …extra large items/orders will be £5.99 on a UPS next working-day service.

All orders are dispatched within 24 hours of receiving your order – orders received Mon – Fri by 14:00 will be dispatched the same day for delivery the next-day (often this can include Saturday when we use Royal Mail Tracked®).

Are shipping times guaranteed?

Couriers in the UK have a 95% success rate for delivery times. On the rare occasion the item doesn’t arrive on time we will work with you and the shipping company to make sure that it is delivered at the first available opportunity. Orders can be shipped to an address anywhere in the UK including Northern Ireland, Jersey, Guernsey, Isle of Man and BFPO (British Forces Post Office) addresses. We have full UK, Channel Isles and Isle of Man coverage.

Please note that services to Northern Ireland, UK Off-Shore Islands and Scottish Highlands and more remote locations may take 2-4 days to deliver.

Royal Mail has a ‘nominate a safe place’ service included in the cost of your shipping fee, which allows you to advise them if you choose to nominate a ‘safe place’, where the parcel can be left if you are not at home when delivery is attempted. All tracking emails from Royal Mail will say ‘GROUP FMI LIMITED’ and not our trading name ‘refluxSUPPORT’. Any orders placed on a Bank Holiday will be delivered 2 working days later. We do not deliver on a Bank Holiday so please be aware of any impending ones when you order!

NOTE: Your order will be returned to us if not collected from the Post Office within 5 days. Should a package be returned to us undelivered by Royal Mail you will be liable for a return charge of £3.99 to cover the shipping back to refuxSUPPORT.

European Delivery (Non United Kingdom) & Worldwide

We deliver throughout Europe and the Rest of World with the delivery prices for each country available when checking out.

Returns

All returns must go through the returns procedure stated below. Any return sent back to refluxSUPPORT without authorisation will not be accepted.

Every item we sell is carefully inspected before it is shipped. If, in the unlikely event, your goods arrive in a damaged condition or are defective, you must inform us as soon as is practically possible stating the order number and the nature of the defect or shortage. Failure to do so will deem that you have accepted the goods.

Certain products once used, are excluded from our general returns policy for hygiene reasons. For example; items such as Bibs, Baby Bottles, Slings, Sleep Positioners/Wedges cannot be returned once opened. These conditions do not affect your statutory rights.

Wedge/Sleep Positioner returns

Please note that all Wedges and Sleep Positioners are carefully inspected when they arrive back with us. It is not acceptable to try a product, re-seal it and send it back declaring it in an ‘unused’ condition. Once the hygiene wrapper is removed, human and animal hair, hand oils, perfumes, odours and other elements contaminate the item.  Please ensure that you have fully read these refund/return instructions before sending your item back.

Please note that you will be responsible for the cost of returning the item(s) to us except where they were delivered in error, or if the item in question is deemed damaged or defective.

If the original packaging surrounding the product has been damaged or destroyed we will only issue a refund if the product is being returned due to a defect. If the original packaging of a defective product has been damaged or destroyed you should ensure that the returned product is adequately packed for shipment back to us. If any item is damaged in transit before it reaches our warehouse then refluxSUPPORT will not be liable for any damage.

We cannot accept returns for CD’s, DVD’s and other media where the shrink wrapped outer packaging or tamper stickers have been removed; unless the item is defective.

Please ensure when returning goods that you use a reputable delivery service that can provide evidence that they have delivered the goods back to us. We can arrange a reasonably priced courier collection service, please contact us for details.

Please ensure that items for return are packed with sufficient care to ensure damage does not occur in transit. We will not accept responsibility for damage to returned items caused by insufficient packaging. In most cases, sufficient packaging means inside a strong cardboard box with adequate internal cushioning around the product. If you would like any advice on this please contact us.

We will not refund the cost of shipping the item back to us if you cancel the order. If the goods you receive are damaged then we will pay you a maximum of £2.99 for the item to be returned to us.

Send your parcel back yourself. If you need to return an item, simply email us at help@reflux.support and we’ll notify you via return e-mail of your refund reference number (prefixed with ZD). As soon as you have your ZD returns number and you are happy that the item in question meets the returns policy conditions, then send it back to us, marking the package with the ZD returns number.

Items should be returned in their original packaging and complete with documentation to allow us to deal with your return. Once we have verified the fault, we will issue a repair, replacement or refund. We fully examine returned items and liaise with the manufacturer, and if a returned item is found not to be faulty we will return the item to you. In this instance you will be liable for the return postage charge.

You are expected to take reasonable care of the item you wish to return and we reserve the right to make an appropriate deduction from the purchase price where goods are not returned in the condition in which you received them.

Items should be returned in their original packaging and complete with documentation to allow us to deal with your return. Please do NOT use sellotape or affix any stickers to the item you are returning. Once we have verified the fault, we will issue a repair, replacement or refund. We fully examine returned items and liaise with the manufacturer, and if a returned item is found not to be faulty we will return the item to you. In this instance you will be liable for the return postage charge.

Under the Distance Selling Regulations you have the right to cancel your purchase of an item from the date the contract is concluded (i.e. the date we send our Order Confirmation email) until the expiry of a period of seven working days, beginning the day after the day on which your received the item. Cancellation is only deemed served on refluxSUPPORT if sent by email or letter. Telephone cancellations cannot be accepted. Your right to cancel does not apply to items that have been used and under no circumstances will incomplete, damaged, worn or soiled items be refunded or exchanged.

As stated above notification of cancellation must be in writing, a telephone call is not a valid cancellation.

This is an additional right and does not affect your statutory right to reject faulty goods.

Who operates this store?

This store is operated by Group FMI Limited. Group FMI also manage babyREFLUX, Europe’s largest provider of reflux devices.