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Terms & Conditions

Last Updated: 4th March 2024

Next Review: 4 March 2025

B2B Returns & Refunds

1. All missing stock must be reported within 24 hours


2. All returns must be reported to our Customer Service Department on 01243 830650 within 3 days & a returns reference number acquired. 

3. Once reported and approved, all items must be received no later than 14 days from the date of the return number being issued

4. Products that are returned must be in a re-saleable condition. This means that they must be unused and complete with original packing. We may reduce the amount of money refunded for goods returned which show evidence of use beyond the necessary handling.

5. Products that have been opened or used cannot be returned unless they are faulty or broken.

6. If you need to return a faulty or broken item, then you must contact our Customer Service department on 01243 830650 to obtain a Returns Authorisation Number.

In the event that no fault is found with the items, we reserve the right to recover any fees and/or expenses incurred from you.

 

                        Please note- Refunds/exchanges will not be processed without a valid Returns Authorisation number.

 

7. We strongly advise returning products via a tracked delivery service that can provide evidence of delivery. Please also ensure that items for return are packed with sufficient care to ensure damage does not occur in transit. We will not accept responsibility for items that are lost or damaged in transit.

 

8. All returns will be processed (excluding delivery/collection costs) within 14 days of your goods being returned and any refunds will be made via the same means in which the original order was placed.


9. Cold chain/fridge items are non-returnable.


10. Required storage for all ambient products is between 8°c & 25°c. Cold chain items should be stored between 2° & 8°c

Consumer Returns and Refunds

11. If you wish to return an unwanted item, then you must contact our Customer Service Department on 01243 830650, within 14 days of receipt, to obtain a Returns Authorisation Number. Any returns that are reported after this time period will be subject to our discretion.

12. Once reported and approved, all items must be received no later than 14 days from the date of the return number being issued.

13. Products of a cosmetic, medicinal, or personal nature cannot be returned, due to hygiene reasons.

14. Products that are returned must be in a re-saleable condition. This means that they must be unused and complete with original packing. We may reduce the amount of money refunded for goods returned which show evidence of use beyond the necessary handling.

15. Products that have been opened or used cannot be returned unless they are faulty or broken.

16. If you need to return a faulty or broken item, then you must contact our Customer Service department on 01243 830650 to obtain a Returns Authorisation Number.

In the event that no fault is found with the items, we reserve the right to recover any fees and/or expenses incurred from you.

                        Please note- Refunds/exchanges will not be processed without a valid Returns Authorisation number.

17. We strongly advise returning products via a tracked delivery service that can provide evidence of delivery. Please also ensure that items for return are packed with sufficient care to ensure damage does not occur in transit. We will not accept responsibility for items that are lost or damaged in transit.


18. When exercising the right to return, goods are to be returned at the customer's cost, unless the item is faulty/broken.

 

19. If goods are not returned to us after a customer has exercised the right to cancel, then no refund/exchange will be issued.

20. All returns will be processed (excluding delivery/collection costs) within 14 days of your goods being returned and any refunds will be made via the same means in which the original order was placed.
 

Acceptance & Payment of orders

21. All orders placed are subject to validation and payment checks. Order acceptance will be acknowledged via a confirmation e-mail. This is our acceptance of your order and once despatched brings into existence a legally binding agreement between us.

22. Any pharmacy medicines within your order will be subject to review by an Avail pharmacist. Subject to our pharmacist's approval, sale of these medicines will then be made by Avail.


23. Avail reserves the right to restrict the number of items available for sale to any individual customer.

24. All orders are subject to availability. If any items are not available, you will not be charged for the cancelled items.

25. All orders placed via credit account must be settled within 14 days, unless otherwise authorised.


26. Payment can be made via most major credit or debit cards using our secure payment provider PayPal. We will not at any time access or retain any credit or debit card information. Payment will be debited from your account when we despatch your purchase and. If the issuer of your payment refuses to authorise payment to us, we will not be liable for any delay or non-delivery.

27. Loyalty points accrued on your account can be used towards your purchase upon checkout.

28 All orders are subject to validation checks and authorisation by the card issuer. We may submit your order to a third-party fraud screening provider who securely review orders on behalf of Avail to eliminate fraud and safeguard our customers transactions.

29. We may also submit your address, date of birth and the value of your order to Experian Ltd. We will not be liable for any delays to your order this may cause. This information may be retained by Experian Ltd for future validation enquiries by other companies. For more details of the information Experian Ltd hold about you, visit http://www.experian.co.uk/.

30. Orders can only be delivered to UK addresses & BFPO addresses.

Delivery

31. Dispatch is 1-2 days from an order being placed & delivery is approximately 1-2 days from dispatch, via DPD or Royal Mail Tracked.

32. If an item is returned due to failed delivery, then we reserve the right to charge for redelivery.

Non-UK Destinations

33. We are unable to accept any orders from outside the UK & Northern Ireland.

Prescription medicines

 

34. The online prescription service is provided by Avail.


Product Quality / Faulty Goods and Warranty Issues

35. This section is in addition to individual manufacturer’s warranties and details the process by which some products can be returned to "The Company" for repair/ replacement or a refund.

36. Please notify us within 30 days of the date of purchase if you believe you have received goods which are not of satisfactory quality, fit for purpose and as described. 

37. Faults occurring after the 30-day period are still covered by the Consumer Rights Act (2015) and by the individual manufacturer's warranties that come with our products.


38. Please call-in advance before returning faulty items as it may be that we can rectify problems without the item being returned.

39. We will pay the delivery cost for faulty goods to be returned to our premises and for a replacement to be sent/repair. 

40. If goods returned during this period are found to be without faults, or if a fault is caused by damage or misuse, you will be responsible for paying our collection and subsequent delivery costs before they can be returned to you. If the fault is the result of damage or misuse, you will also be responsible for the cost of any repair or replacement that you request. Misuse includes failing to take reasonable care of the product.
 
41. After the 30 days and up to 6 months from purchase ‘The Company’ will decide whether to repair or replace any goods which are of unsatisfactory quality, unfit for purpose or not as described. If the attempt at a repair or replacement is unsuccessful, or the first replacement also turns out to be defective you can then reject the goods for a full refund or a price reduction if you wish to keep the product

42. After 6 months has elapsed from receipt of an order, the customer is responsible for the cost of returning faulty goods. If a fault is found to have occurred due to accidental damage, misuse or expected wear and tear you will be informed of the cost of repair/replacement and return delivery. When payment is received, the goods will be returned to you.

43. If the product has a manufacturing defect that is covered by guarantee we will assist in organising warranty support. Please note that with many products "The Company" does not deal directly with warranties/repairs and will pass your details to or ask you to contact the manufacturer directly. Repairs and replacements will be subject to that company's Terms and Conditions in such cases.

44. ‘The Company’ cannot be held responsible for the manufacturer’s warranties of a product if the manufacturer of that product ceases trading, goes into liquidation or is declared bankrupt.

Price information

45. Avail has taken great care to ensure prices are accurate. Prices may change over time, so if you use your shopping list within 'My account' as a way of re-ordering items, prices on your previous order may no longer be valid. However, the correct prices will be applied when you select an item from the shopping list and add to your current basket.

46. All prices include VAT, where appropriate and is added at checkout.

Bulk buying

47. The consumer sections within availgroup.co.uk are available for non-commercial and domestic use only.

48. We reserve the right to reject or cancel your order if we believe you are ordering our products for business or other re-sale purposes without prior approval or an authorised licensed account .

49. We apply limits to some of our products to protect stock availability so that as many of our customers as possible are able to buy our products. We will also take any action considered appropriate, including removing or suspending your account if we believe you are ordering for business or re-sale purposes, without the relevant licensed account.

Trademarks

50. All brand names, product and service names and titles and copyrights used in this site are trademarks, trade names, service marks or copyrights of their respective holders.

51. No permission is given by Avail for their use by any person other than the said holders and such use may constitute an infringement of the holders' rights.

52. We reserve the right to supply a different brand to the one that is advertised.

Mistakes in bills, receipts, or payments

53. An e-mail notification breaking down the cost of your order will be sent when you place an order/ make payment.

54. If you believe there to be any mistakes, please notify us immediately.


Making a complaint

55. We welcome any form of feedback to help us to improve the service we offer. If you have a complaint regarding any aspect of ‘The Company’, please contact us.

56. We endeavour to respond to all complaints within 5 working days.

Links to other websites and services

57. This website may contain links to other websites which are not under the control of, nor maintained by ‘The Company’. These links are provided for your convenience only and we cannot be held responsible for the content of those sites.

Force Majeure

58. "The Company" shall have no liability for any failure to deliver goods, any delay in delivery or for any damage or defect to goods caused by any of the following events or circumstances beyond its reasonable control: Acts of God, flood, riots, fire, drought, war or legislation and failure by third parties to deliver goods.

Accuracy of Information

59. This website may include unintentional inaccuracies or typographical errors, for which we apologise.

60. "The Company" reserve the right to make changes in the products, prices and content described in this website at any time and without notice.

Limitation of Liability

61. "The Company" shall not be responsible for any detrimental reliance you place on this website or its contents.

62. We endeavour to make our website uninterrupted and error free but are reliant on our web server. Therefore, the online shopping service is provided on an "as is" and "as available" basis.

63. Manufacturers or other manuals provided with our products should be read and followed carefully at all times.

64. Any other information or advice given on this site is meant for guidance purposes only and purchasers must be responsible for determining whether such information or advice applies to their circumstances.

65. The information and advice contained in this website should not be relied upon as statements or representations of facts.

66. No warranty is given as to the accuracy of any information given.

67. The Company shall under no circumstances whatsoever be liable for any indirect or consequential loss howsoever incurred.

68. The Company's liability in respect of breach or non-performance of any order shall be limited to the invoiced value to which the claim relates.

69. Goods are not tested or sold as fit for any purpose or for any use under any specific conditions.

Governing Law

70. This agreement between ‘The Company’ and you shall be governed by and interpreted in accordance with UK law and UK courts shall have jurisdiction to resolve any disputes.

 

Trading name & address

 

Availgroup.co.uk is a trading name of Avail Group Ltd

Registered Office: Kenilworth Business Centre, Unit B Princes Drive, Kenilworth, CV8 2FD.

Registered England 11357582

VAT number

 

Avail is regulated by the Medicines & Heathcare Regulatory Agency (MHRA)

WDA(H): 49818


© Copyright Avail.

All rights, including copyright, names, and logos, used in relation to this website are owned by or controlled for these purposes by us. Nothing in this Agreement confers on you any license or right under any of our names or logos or those of any third party.

The content of this website is and remains the intellectual property of "The Company".

"The Company" in this instance is Avail.

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