Returns & Refunds
Your rights, how to return an item, and the conditions that apply
Document Version 1.2 · June 2026 · hayesfirstaid.com
We want you to be happy with your order. This page explains your rights, how to return an item, and the conditions that apply.
Your 14-day right to cancel (online orders)
If you are a consumer buying online, you can cancel your order within 14 days of receiving the goods, without giving a reason. Where you cancel a full order within this period, we refund the price of the goods and the standard delivery cost; anything extra paid for express or upgraded delivery is not refunded. Refunds are made within 14 days, to the same payment method you used.
How to return — three steps
Who pays, and what we refund
| Situation | What applies |
|---|---|
| Changed your mind or ordered incorrectly | You pay the cost of returning the goods. |
| Delivery charges | Outbound delivery is not refunded, except the standard delivery cost on a full cooling-off cancellation. Delivery is never refunded on a part-order return. |
| Faulty, damaged or incorrect item | We cover the return cost and any delivery charge. |
| Refund method and timing | Issued to your original payment method, within 14 days of cancellation. |
Returns after 14 days
After the 14-day cooling-off period there is no automatic right to return a change-of-mind item. We may accept one at our discretion, and only if you request an RMA number first and the goods are unused, unopened, in original undamaged packaging, and a current stock line (not discontinued or special-order). A handling fee applies, outbound and return shipping are not refunded, and any refund is issued as a credit note.
Handling fee for late (goodwill) returns
| Time since delivery | Handling fee |
|---|---|
| Within 14 days | No fee — your statutory right applies |
| 15–30 days | 15% of invoice value (minimum €20) |
| 31–60 days | 25% of invoice value (minimum €20) |
| After 60 days | Not accepted |
Items that cannot be returned
For health, hygiene and safety reasons, these cannot be returned once the sealed packaging is opened: sterile dressings and wound-care items, eyewash, gloves and other single-use PPE, and AED electrode pads, batteries, CPR face masks and resuscitation barriers. Personalised, special-order and made-to-order items are also non-returnable. None of this affects your rights if an item is faulty.
Faulty, damaged or incorrect items
Separately from the cooling-off period, if goods are faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement or refund under the Consumer Rights Act 2022. Please inspect your order on arrival and tell us about any damage or error within 48 hours of delivery, and we will put it right.
Business and trade accounts
The statutory cooling-off right applies to consumers, not to business purchases. Trade and account customers may return goods only at our discretion under our trade terms: an RMA number is required, goods must be unused and in original undamaged packaging, and a handling fee and return carriage apply.
Order online at hayesfirstaid.com
Browse the full range and order any time at hayesfirstaid.com. Our customer portal is open to all customers — register to track your orders, reorder quickly and manage your account online. If you are an existing customer, we would encourage you to sign up.