We work hard to ensure that you are delighted with your purchase, however, should you need to return any items, we aim to make it as simple as possible with our 30-day money-back guarantee. All you need to do is:

  • Return your unwanted or faulty item(s) to your nearest Dorquip branch.

  • If your item is unwanted (not faulty), please ensure that it is unused and in a sealable condition complete with its original packaging.

  • Please remember to include a copy of your delivery note, invoice or sales order number to ensure that we can expedite the returns process for you.

  • Where there is a fault with the original item, we will replace this.  We will raise a credit note or issue a refund against the original payment method for no longer required items.

Where unwanted items are returned in a non-resaleable condition, we will contact you to arrange for the return of these items to you or will recycle on your behalf.

Please note: Some items are excluded from our returns policy or are not suitable to return to store. These exclusions are found in our Terms and Conditions of Sale. Your statutory rights are not affected by this guidance.


Which items are excluded from the 30-day money-back guarantee?

Certain items are marked in the catalogue or on the website as excluded from the 30-day unwanted items return policy. This policy includes goods that are manufactured-to-order, specific infection-control products, including hand sanitiser.

For more details on items that are excluded from the 30-day money-back guarantee, please refer to the Terms and Conditions of Sale.

How long does it take until I receive my credit or refund?

We aim to raise a credit to your account within 3 working days after receiving the returned items.

Refunds to a credit or debit card take 3-5 working days, refunds to a PayPal account take 7-10 working days. 

If you have not received your refund within the timeframe detailed, please contact us with your order and refund details.

Do I need a returns note number or authorisation before I return items?

It is unnecessary to obtain a returns note or authorisation before returning faulty or unwanted items up to 30 days after delivery or collection.

For the return of items after 30 days, please contact our customer service team who will be happy to advise how to return your items.  All items returned after 30 days must be accompanied by a returns authorisation form.