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 9am – 5pm Monday to Fridays. Our sales team will be happy to deal with any queries you might have during these times. Any orders placed before 4:30pm 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 4:30pm Monday – Thursday will be automatically despatched the following working day. For any order placed after 4:30pm 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

If for any reason you are not TOTALLY SATISFIED, complete our online returns form (see below), email us at sales@firstaid4sport.co.uk, or call us within 30 days on 0808 169 9985 and we will endeavour to replace your goods, offer a full refund, or credit your account (does not include custom items). 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.

All custom goods once customised cannot be returned

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.