Refund policy
Last updated: 7 October 2026
At Doc Bright Ltd, we want customers to be satisfied with their purchases. This Returns & Refund Policy explains how to request a return, cancellation, refund or replacement.
Nothing in this policy affects any statutory rights that you may have under applicable consumer law.
1. Consumer and Business Customers
We supply products to both businesses and consumers.
If you are purchasing wholly or mainly for purposes relating to your trade, business, craft or profession, you are purchasing as a business customer.
If you are purchasing mainly for personal use, you are purchasing as a consumer and may have additional statutory rights.
Certain rights described below, including statutory cancellation rights for distance purchases, apply specifically to consumers.
2. Consumer Change-of-Mind Returns
If you are a consumer purchasing online, you will generally have the right to cancel your order within 14 days of receiving the goods, subject to applicable exceptions.
To exercise your right to cancel, you must inform us clearly of your decision to cancel within the applicable cancellation period.
Please contact us at sales@docbright.co.uk, quoting your order number and the product or products you wish to return.
After notifying us of your cancellation, you must return the goods to us within 14 days.
Unless the goods are faulty, damaged, incorrect or otherwise not as described, you will normally be responsible for the cost of returning them.
3. Condition of Returned Products
Products being returned following a change of mind should be kept in good condition and, where reasonably possible, returned in their original packaging.
You may inspect products to the extent reasonably necessary to establish their nature, characteristics and functionality.
If products have been handled beyond what would reasonably be necessary for such an inspection and their value has consequently been reduced, we may make an appropriate deduction from the refund where permitted by law.
4. Hygiene, Sealed and Other Restricted Products
Due to the nature of some products we sell, certain products may not be eligible for a change-of-mind return once they have been unsealed after delivery, where they are not suitable for return for health protection or hygiene reasons and the applicable legal exception applies.
This may include certain disposable, hygiene or personal protective products where the nature and packaging of the particular product means that the statutory hygiene exception applies.
Please contact us before opening a product if you are unsure whether it can be returned.
This restriction does not affect your rights where goods are faulty, damaged, incorrectly supplied or not as described.
5. Faulty, Damaged, Incorrect or Missing Products
If your order arrives damaged, faulty, incomplete, incorrect or materially different from its description, please contact us as soon as reasonably possible at sales@docbright.co.uk.
Please provide:
- your order number;
- details of the affected product;
- a description of the problem; and
- photographs of the product and packaging where reasonably possible and relevant.
We will review the issue and advise you of the appropriate next steps.
Depending on the circumstances and your applicable legal rights, this may include a replacement, refund, repair where appropriate, or another suitable remedy.
Where goods are faulty, damaged or incorrectly supplied and we require them to be returned, we will arrange or reimburse reasonable return costs as appropriate.
6. Business Customer Returns
Unless goods are faulty, damaged, incorrectly supplied or otherwise agreed by us, business customers do not have an automatic right to return goods simply because they have changed their mind.
If you are a business customer and wish to request a return, please contact us at sales@docbright.co.uk.
We may agree to accept an eligible return at our discretion, provided that the goods are unused, unopened, in a resaleable condition and in their original packaging.
Any agreed business return may be subject to reasonable return delivery costs or other conditions communicated to you before the return is accepted.
This section does not limit any rights or remedies that a business customer may have in relation to faulty, damaged, incorrectly supplied or misdescribed goods.
7. How to Arrange a Return
Before returning an item, please contact:
Please include your order number and details of the product you wish to return.
We will provide return instructions and, where applicable, the appropriate return address.
Please do not send goods back without sufficient information for us to identify the order and process the return.
Products should be packaged securely to reduce the risk of damage while in transit.
Where you are responsible for arranging return delivery, we recommend using a tracked service and retaining proof of postage until your return has been completed.
8. Return Shipping Costs
Where a consumer exercises a statutory change-of-mind cancellation right, the customer will normally be responsible for the direct cost of returning the goods, unless we have agreed otherwise.
Where an item is faulty, damaged, incorrect or otherwise requires return due to an error on our part, we will cover or reimburse reasonable return costs where appropriate.
Business returns accepted at our discretion may be subject to return delivery costs.
9. Refunds
Once returned goods have been received and, where appropriate, inspected, we will process any refund due.
Refunds will normally be made to the original payment method used to place the order.
For eligible consumer cancellations, refunds will be made within the timescales required by applicable law. Where goods are being returned, we may withhold the refund until we have received the goods back or you provide evidence that you have returned them, whichever occurs first, where permitted by law.
For a consumer cancellation covering the entire order, any refund of the original standard delivery charge will be handled in accordance with applicable consumer law. Additional delivery costs resulting from choosing a more expensive delivery method than our least expensive standard delivery option are not necessarily refundable.
After we issue a refund, your bank or payment provider may require additional processing time before the funds appear in your account.
10. Exchanges and Replacements
Where a product is faulty, damaged or incorrectly supplied, we may offer a replacement where appropriate and where stock is available.
Please contact sales@docbright.co.uk with your order details before returning the product.
If a replacement is unavailable, we will discuss the appropriate alternative remedy with you.
11. Sale and Discounted Products
Purchasing an item in a sale or using a promotional or discount code does not, by itself, remove any statutory consumer rights.
Any return will remain subject to the eligibility requirements and exceptions described in this policy.
Where a refund is due for a discounted product, the refund will be based on the amount actually paid for that product, subject to applicable law.
12. Order Cancellations Before Dispatch
If you wish to cancel or amend an order before it has been dispatched, please contact us as soon as possible at sales@docbright.co.uk.
We will try to accommodate your request, but we cannot guarantee that an order can be changed or stopped once it has entered the dispatch process.
If the order has already been dispatched, the applicable returns and cancellation provisions above will apply.
13. Missing or Late Refunds
If we have confirmed that a refund has been issued but it has not appeared in your account, please first allow for your bank or payment provider's normal processing time.
If you believe sufficient time has passed, contact your bank or payment provider.
If you still require assistance, contact us at sales@docbright.co.uk with your order details.
14. Contact Us
If you have questions about a return, refund or cancellation, please contact:
Doc Bright Ltd
Email: sales@docbright.co.uk
Telephone: 07961 813753
Registered office: Unit 4, J.R. Business Centre, Main Avenue, Treforest Industrial Estate, Pontypridd, CF37 5ST
Company number: 05074283
VAT registration number: 869418965