Shipping/Delivery Policy

DTC Supply Chain pride itself on On-Time-Delivery (OTD) and ensure e can meet the customers’ expectations.

Your products will be delivered by our approved couriers or postal services direct from our suppliers or one of our fulfillment centres.

We offer various service shipping delivery types for same day, next day, overnight and international delivery. If within the UK we offer free shipping and international shipping cost are determined by an agreed standard of International Commercial Terms (INCOTERMS) making international trade easier.

All orders have a delivery timeframe of:

  • Next day delivery in the UK if the order is received by 4pm on stock items
  • International delivery usually 5-10 days, terms & conditions apply
  • In accordance with the customer’s request/contract obligations

Returning Goods/Exchanges Policy

If you are not entirely satisfied with your purchase, we’re here to help.  During this contract, DTC Supply Chain confirms we will provide a free exchange service for items that have been wrongly supplied. This includes ensuring there are no carriage charges applied to return and re-supply and that incorrectly supplied goods will be credited.

How this will be done:

This will be handled through our customer service helpdesk and passed on to our subcontractors Agility Logistics who will log it in the Quantum Controls system immediately to ensure it is rectified and the manufacturers are notified. The system will allow us to troubleshoot such issues by drilling down into the order placed, identifying at what point the mistake was made. We will use these as learning opportunities and brief staff involved on the issue and how to mitigate it to prevent a recurrence.

A new product may be exchanged for another product or returned for a refund.
To be eligible for a return, please make sure that:

  •  The product was purchased in the last 30 days
  • The product is in its original packaging
  •  The product sterile packaging has not compromised
  • The product isn’t used or damaged
  • You have the receipt or proof of purchase
  • You have requested a Product Return Number

Products that do not meet these criteria will not be considered for return.

To obtain a Product Return Number, contact us:

Send the product with its original packing and the receipt or proof of purchase and the Product Return Number, along with a note indicating your reason for the return, to our fulfilment centre:

Unit 21, Grange Way Business Park, Colchester, Essex, CO2 8HF

Shipping charges
Shipping charges for the return of a product are non-refundable.
You are responsible for paying the costs of shipping and for the risk of loss of or damage to the product during shipping, both to DTC Supply Chain.

Damaged items
If you received a damaged product, please notify us immediately for assistance.

Sale items
Unfortunately, sale items cannot be refunded. Only regular price items can be refunded.

Wrongly Supplied Items
DTC Supply Chain confirm we will provide a free exchange service for items that have been wrongly supplied. This includes ensuring there are no carriage charges applied to return and re-supply and that incorrectly supplied goods will be credited.

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