I've received the wrong order. What should I do?
If you received the wrong order, please call the Customer Service Team on 0800 028 1181 (Option 3).
There is an item missing from my order. What should I do?
It would be best to speak to our customer service team who will be able to help you on 0800 028 1181 (Option 3).
My order box was damaged on receipt. What can I do?
If goods are damaged when received, you must inform our Customer Service team within 3 days by calling 0800 028 1181 (Option 3). We will then arrange return and replacement.
What is your returns policy?
Please see our returns policy here.
How do I return something to you?
Please call our Customer Services team on 0800 028 1181 (Option 3) to arrange a return.
How do I track my return? How do I know if you received my return?
For ease of processing, orders should be returned in separate boxes with a separate returns authorisation for each one.
Once we have received the returned items we will raise a credit to your account. If you are signed up to receive Electronic Invoices we will send you a copy of the Credit Note via email.
Can I get a refund or an exchange?
Please call our Customer Services team on 0800 028 1181 (Option 3) to arrange a return. If you wish to order an item in exchange the team can help you to order the correct item. Alternatively please contact your Account Manager.
Please refer to our T&C’s to see which items can be returned for credit.
Please refer to our T&C’s to see which items can be returned for credit.
Can I return more than one order in the same parcel?
For ease of processing, we ask that each order is returned separately with its own returns authorisation.
Can I return anaesthetics ? Can I return pharmaceuticals?
Due to MHRA regulations, we can only accept the return of anaesthetics or pharmaceuticals for one of the following reasons:
- To correct an error in delivery or ordering by Kent Express. All items must be returned their original, unopened packaging.
- In response to a product or batch recall, instigated by a manufacturer.
- Where products or packages are damaged in transit.
Please call our Customer Services team on 0800 028 1181 (Option 3) for more information.
- To correct an error in delivery or ordering by Kent Express. All items must be returned their original, unopened packaging.
- In response to a product or batch recall, instigated by a manufacturer.
- Where products or packages are damaged in transit.
Please call our Customer Services team on 0800 028 1181 (Option 3) for more information.
Can I return amalgam?
Amalgam can be returned provided it is in its original, unopened packaging. Please complete the returns form in your order box, or call our Customer Service team on 0800 028 1181 (Option 3) to arrange your return.
Can I return PPE?
Unfortunately all PPE and infection control items are non-returnable (unless faulty or damaged upon delivery and reported to us within 48hrs of receipt). We will however accept returns of unopened boxes of respirator masks that fail a fit test.
Can I return a product once I’ve opened the packaging?
We are unable to accept a return if the item has been opened or the packaging is not complete.
If a product is faulty upon opening the packaging, please contact our Customer Service team to arrange a return and replacement on 0800 028 1181 (Option 3) or by emailing customerservice@kentexpress.co.uk
If a product is faulty upon opening the packaging, please contact our Customer Service team to arrange a return and replacement on 0800 028 1181 (Option 3) or by emailing customerservice@kentexpress.co.uk
What is the “own brand guarantee”?
We're so confident you'll love our products, that if you're not satisfied for any reason, let us know within 30 days and we'll accept the product back for a full refund. Speak to your Account Manager or call our Customer Service team on 0800 028 1181 (Option 3) for more information.
I've received a faulty item. What should I do?
If goods are faulty on receipt, please call us on 0800 028 1181 (Option 3) and we will arrange for return and replacement of the goods, or credit at a sum equal to that which you paid for the goods.
If goods develop a fault within the first 5 days of use, please call 0800 028 1181 (Option 3) and we will endeavour to resolve the issue.
If goods develop a fault within the first 5 days of use, please call 0800 028 1181 (Option 3) and we will endeavour to resolve the issue.
I’ve changed my mind about some products I’ve received. Can I return them?
Please contact our Customer Service Team to request a return on 0800 028 1181 (Option 3) or via email CustomerService@Kentexpress.co.uk
Goods returned as unwanted must be in a condition suitable for resale, unused and inclusive of all original packaging, instructions, guarantee cards and accessories. Items should not be returned without prior approval from the Customer Service Team.
Goods returned as unwanted must be in a condition suitable for resale, unused and inclusive of all original packaging, instructions, guarantee cards and accessories. Items should not be returned without prior approval from the Customer Service Team.
