Delivery & Returns

Please note that our operating hours are Monday-Friday 9am to 5pm, except for Bank Holidays.

In-stock orders placed before 4:30pm are despatched same day for next working day delivery, excluding bank holidays and weekends.

The following delivery charges apply:

*Applies to in-stock orders placed before 4:30pm. Non-stocked items will have additional days in transit. Some locations may incur an additional supplement.

Please note that Direct Ship products being delivered off Mainland Great Britain may be subject to supplier confirmation or an additional carriage charge. Our friendly sales team will contact you regarding the order if necessary.

Note that standard delivery excludes Special Goods, Dangerous Goods, and Aerosols.

Despite our best efforts there are parts of the UK we cannot reach with a next day delivery service. For a full list of locations and postcodes which are likely to require additional days in transit please click here.

Our Delivery Policy

Delivery

All goods quoted for delivery shall be delivered to the address instructed by the customer. The cost of goods delivered will be charged to the customer as defined in the details of delivery charges on the website. Although guidelines have been provided, specific times and dates for delivery cannot be guaranteed. The company shall not be liable for any loss whatsoever caused by non-delivery or delay in delivery. Firstaid4sport require a 14 working days waiting period before being able to trace, replace or refund lost items.

Dispatching Your Goods

Firstaid4sport’s working hours are 9 am – 5 pm Monday to Fridays. Our sales team will be happy to deal with any queries you might have during these times. Any orders placed before 3 pm Monday – Friday will be despatched immediately, providing that all goods are in stock and all details are correct (including any delivery, invoice and payment details).

All orders placed after 3 pm Monday – Thursday will be automatically despatched the following working day. For any order placed after 3 pm on Friday, or over the weekend period, goods will be despatched on the following Monday morning.

Special Goods, Dangerous Goods, and Aerosols

Please note that the Civil Aviation Authority places restrictions on the number of aerosols that can be sent and the services that we use to send these. Aerosols cannot be dispatched by air so regrettably, we are unable to deliver these products to Northern Ireland, Jersey, Guernsey, Isle of Man, and Ireland. Some of our first aid kits contain aerosols in their contents so please check carefully.

If your basket contains an aerosol, your order will be sent by UPS.

If your order includes an aerosol and the parcel is returned to us due to the prohibited item, Firstaid4sport is not responsible for the delay or for refunding the postage for prohibited items. If this affects your delivery please contact us on 0808 169 9985.

Returns

At Firstaid4sport we have a no-quibble returns policy.

With your delivery, you receive a despatch note that gives you instructions on how and where to return goods.

If for any reason the item or items you have purchased from us are unsuitable, just return the items in their original condition without soiling or damage, including their original packaging, within 30 days of receiving the item. If the conditions of our Returns Policy (see below) are met we will issue a full credit for the price of the item or a replacement item as instructed by you.

If the return is as a result of our error or you feel the product is faulty then please contact the sales office on 0808 169 9985, or complete the online returns form below, instructions on how to return it at no additional charge to yourself and to arrange replacements. Note: We cannot cover your cost of postage if you do not contact us before sending the item back to us. We are unable to cover postage for returns on orders outside of the UK.

On the bottom of the Despatch Note is a returns slip for you to give instructions as to whether you want a refund, a size swop or another product. Please remove the bottom portion and keep the despatch Note for your reference.

By filling in the returns slip it will allow us to identify you and the item quickly and will aid us in processing the return as quick as possible. Please allow up to 10 working days for refunds to be completed.

Please see the section Terms and Conditions for our full policy.

 

Non-returnable items

This is not an exhaustive list of items. Please see individual product descriptions to find out if they are non-returnable.

Mouth Guards are not returnable once opened. Please make sure you have the correct item before opening the packaging.

Sterile dressings are not returnable once opened.

Undergarments and underwear including socks and jock-straps are non-returnable

Heat mouldable footbeds are non-returnable once they have been heated. Please make sure they are the correct item and they fit your shoe before heating.

Returns Address

Where possible, please send items back to us using the packaging provided with your order. Please ensure this is taped securely and send via first class recorded delivery to:

Freepost VALUE PRODUCTS LTD

Returns Policy

Faulty Goods Returns

If at any time during the lifespan of your product it develops a fault or stops working, you have the right to return the item for a full refund or replacement*. Simply contact our Customer Service Department at sales@firstaid4sport.co.uk or on 0808 169 9985  for a returns form.

*Custom-made products and pharmaceutical items can only be returned if a fault has been discovered within 30 days of receipt of goods. This does not affect the Customer’s statutory rights.

30 Day Guarantee Returns Process

If for any reason you wish to return your purchase to us under our 30-day no-quibble guarantee, this must be done within 30 days of receipt of goods*. Products should be in their original packaging and in a sellable condition. Please follow the following procedure:

• Email Customer Service on sales@firstaid4sport.co.uk or Freephone 0808 169 9985 who will provide you with a returns number
• They will provide you with instructions on how to return the goods to us free of charge
• Please ensure that you provide the correct details of the person who should be credited
• When returning goods please ensure that you include the returns form that Customer Service provide you with and your returns number quoted when you arranged your return

As part of the no quibble guarantee goods should be returned in a re-sellable condition, if you have any doubts about packaging goods for return, please ask Customer Services who will advise you on repacking the goods.

*Custom-made products and pharmaceutical items can only be returned if a fault has been discovered within 30 days of receipt of goods. This does not affect the Customer’s statutory rights.

How Do I Return An Item

The Despatch Note we sent with your order also doubles up as a returns form. At the bottom of your Despatch Note, you will see instructions on how to return your item, where to send it and the information we need from you. All you need to do is tell us why you are returning your item and what you would like us to do next.

Where possible, please send items back to us using the packaging provided with your order. Please ensure this is taped securely and send via first class recorded delivery to:

Returns Department

First Floor Fleetsbridge House

Fleets Corner Business Park

Nuffield Road

Poole

BH17 0LA

When Will I Receive My Refund?

When we receive a returned item, our returns department will first ensure that it meets the conditions set out in our returns policy. Once this is checked we will process your request as stated on the returns form you filled in when sending back your item. Refunds will be completed as soon as possible, and these usually clear within 7 days of us receiving your returned goods. Refunds are also issued according to the way you originally purchased your items and only processed after we receive your goods and the relevant checks have been made. Therefore a guaranteed time scale for refunds or exchanges cannot be specified.