How we support you
Buying clinical supplies online only works if there is a competent person on the other end. This page sets out what you can expect from us.
Response times
| Channel | First response |
|---|---|
| Within 1 working day | |
| Phone & WhatsApp | During working hours, immediately |
| Order issues (damaged, wrong, missing) | Same working day |
What we can help with
- Product selection — which material suits a case, what is compatible with your equipment, what the differences are between two similar items
- Order status — where your parcel is and when it will arrive
- Stock and lead times — when an out-of-stock item returns, or what to use instead
- Bulk and clinic accounts — volume pricing, recurring orders, consolidated invoicing
- Equipment — warranty terms, installation and after-sales service
What we cannot help with
We supply products; we do not practise clinically. We cannot advise on diagnosis, treatment planning or patient management, and we cannot substitute for the manufacturer’s instructions for use. Always follow the IFU supplied with the product.
Warranty
Equipment carries the manufacturer’s warranty, stated on the product page. We handle the warranty claim on your behalf rather than sending you to the manufacturer.
Escalation
If a problem is not resolved to your satisfaction, reply to your existing email thread and ask for it to be escalated. It will be reviewed by a manager within two working days.