How to Return an Item

Last updated: 17 August 2026

A step-by-step guide to returning something. The full terms are in our Return & Refund Policy.

Before you start

Returns are accepted within 30 days of the delivery date. The item must be unused and in new condition, in its original packaging, with all accessories, manuals and components, and with proof of purchase or your order number.

Step 1 — Request authorisation

Email support@oncareful.co.uk or call +44 7767 470368 with your order number and the reason for the return. Do not send anything back before you hear from us — returns sent without prior authorisation may not be accepted.

Step 2 — Wait for return instructions

We will confirm your return and send you the correct return address and instructions. The return address depends on the item, which is why it is issued with your authorisation rather than published here.

Step 3 — Pack the item securely

Repack the item in its original packaging with all parts included. Please pack it well enough to survive the journey back — items damaged in transit because of inadequate packaging may not qualify for a full refund.

Step 4 — Send it back

Use a tracked service and keep your proof of postage until the refund reaches you. We recommend tracked delivery because you remain responsible for the item until it arrives with us.

Who pays for return postage

You pay where you have changed your mind, ordered the wrong item, or no longer want the item.
We pay where the item is damaged, defective or was supplied incorrectly.

We do not charge restocking fees.

Step 5 — Your refund

Once we receive and inspect the item we will tell you the outcome. Approved refunds are issued to the original payment method within 10 business days of receipt and inspection. Your bank or card issuer may take additional time to show the funds.

Exchanges

Exchanges are accepted within 30 days of delivery on eligible items that are unused and in new condition. Return postage for an exchange is payable by you unless the item was damaged, defective or incorrectly supplied.