Refund policy
Our Commitment
Every relationship begins with trust.
At Schuco, every product we provide has been selected to support clinicians in delivering the highest standard of patient care. From the moment your order leaves us, our responsibility extends beyond delivery. It is a commitment to quality, clinical integrity and service that continues throughout your experience with us.
Should circumstances change, or if something is not quite as expected, our Customer Experience Team will always take the time to understand your situation and guide you towards the most appropriate solution.
When Circumstances Change
If you wish to return an item, please contact our Customer Experience Team within 14 days of receiving your order by emailing customer@schuco.co.uk.
Once your request has been reviewed, we will provide simple instructions for returning your item.
To be eligible for return, products must remain unused, complete with their original packaging, accessories and documentation, accompanied by proof of purchase, and authorised for return before being sent back to Schuco.
Return carriage costs remain the responsibility of the customer. Approved returns should be received within 14 days of authorisation. As every returned item undergoes a comprehensive inspection before it can be considered for future supply, a 20% rehandling charge applies to accepted returns.
Protecting Clinical Integrity
Many of the products we supply are intended for use in clinical environments where quality, traceability and patient safety are paramount.
For this reason, once a product box, manufacturer's seal or protective packaging has been opened, the item can no longer be returned.
Once opened, we can no longer guarantee that the product has remained within the controlled conditions required for future clinical use. While a product may appear unused, we cannot responsibly return it to our inventory for use by another clinician.
This reflects our commitment to every healthcare professional who places their trust in Schuco, and to every patient who may ultimately benefit from the technology we provide.
The only exception is where a product is confirmed to be faulty or has been supplied in error.
If We Get It Wrong
Please inspect your order on arrival.
If your order has been damaged in transit, is faulty, or you believe you have received the wrong item, please contact customer@schuco.co.uk within 48 hours of delivery.
Our team will review the matter promptly and work with you to resolve it with care, transparency and urgency.
Products Outside This Commitment
The following products are not eligible for return:
- Products where the manufacturer's seal, protective packaging or box has been opened.
- Bespoke, configured or made-to-order products.
- FotoFinder systems, software and customised solutions.
- Discontinued or end-of-line products.
- Sale or clearance items.
- Gift cards.
- Hazardous materials, flammable liquids or gases.
If you are ever unsure whether a product is eligible, we encourage you to speak with our Customer Experience Team before arranging a return. We will always be pleased to help.
Completing Your Return
Once your authorised return has been received, it will undergo our standard inspection process.
Where the return satisfies the conditions outlined above, your refund will be processed to the original payment method, less any applicable rehandling charge. Depending on your payment provider, it may take a short time for the funds to appear in your account.
Technology Tailored Around You
Solutions such as FotoFinder are individually configured around each customer's clinical workflow, implementation requirements and practice environment.
For this reason, bespoke systems and configured technology fall outside this standard commitment.
Wherever possible, we will always work with you to find the most appropriate outcome, because exceptional service is measured not simply by the products we supply, but by the relationships we build.