Refund & Returns Policy

SutureVet – Returns & Refund Policy (B2B Only)

1. Company Information

SutureVet is a trading name of:

Astflick Group Ltd
Unit 7, Latham Road Business Park
Latham Road
Huntingdon
Cambridgeshire
PE29 6YE
United Kingdom

All intellectual property and branding are owned by Astflick Holdings Ltd and licensed to Astflick Group Ltd.

2. Business Customers Only

SutureVet supplies strictly to business customers.

By placing an order, you confirm:

  • You are acting in the course of business
  • You are not a consumer

Consumer cancellation rights under the
Consumer Contracts Regulations 2013
do not apply.

3. No Right to Return (Commercial Basis)

All orders are:

  • Final and binding
  • Non-cancellable and non-returnable

We do not accept returns for:

  • Change of mind
  • Incorrect ordering
  • Over-purchasing or surplus stock
  • Delayed use or no longer required items

4. Exceptions – Faulty or Incorrect Goods Only

Returns will only be considered where:

  • Goods are faulty, damaged, or not as described
  • Notification is received within 48 hours of delivery
  • Goods remain unused and in original packaging

Failure to meet these conditions will result in refusal of the claim.

5. Inspection & Acceptance

Customers must:

  • Inspect all goods immediately upon delivery

Any issues must be reported within 48 hours.

Failure to notify within this timeframe:

  • Constitutes full acceptance of goods
  • Waives any right to reject or claim

6. Returns Authorisation (Mandatory)

  • All returns require prior written authorisation
  • Unauthorised returns will be:
    • Refused, or
    • Returned at the customer’s expense

We reserve the right to:

  • Specify return method
  • Refuse non-compliant returns

7. Condition of Returned Goods

Approved returns must:

  • Be unused
  • Be in original, resalable condition
  • Include original packaging and documentation

We reserve the right to:

  • Reject goods not meeting these standards
  • Apply deductions for damage or handling

8. Refunds & Replacements

Where a return is approved, we may at our discretion:

  • Replace the goods, OR
  • Issue a refund or credit

Refunds:

  • Are processed after inspection
  • May take 5–10 working days
  • Exclude original shipping costs unless the item is faulty

9. Return Costs

  • Customer is responsible for all return shipping costs
  • We are not liable for:
    • Lost returns
    • Damage in transit

Tracked and insured shipping is strongly recommended.

10. Non-Returnable Items

The following are strictly non-returnable:

  • Opened or used products
  • Sterile or hygiene-sensitive items
  • Custom, bespoke, or special-order goods
  • Clearance or discounted items
  • Products not in original condition

11. Set-Off & Payment Obligations

Customers are not entitled to withhold payment due to:

  • Disputes
  • Pending claims
  • Return requests

All invoices remain payable in full in accordance with agreed terms.

12. Chargebacks & Payment Disputes

Unauthorised chargebacks or payment disputes may result in:

  • Immediate suspension of account
  • Recovery action for:
    • Outstanding balances
    • Administrative fees
    • Legal costs

We reserve the right to defend all claims using:

  • Proof of delivery
  • Order confirmation records
  • Acceptance terms

13. Liability Limitation

To the fullest extent permitted by law:

  • Our liability is limited to:
    • Replacement or refund of goods supplied

We shall not be liable for:

  • Indirect or consequential losses
  • Loss of business, revenue, or profit

14. Contact

📧 hello@suturevet.co.uk

📍 Astflick Group Ltd
Unit 7, Latham Road Business Park
Huntingdon, Cambridgeshire
PE29 6YE
United Kingdom

15. Important Notice

By placing an order with SutureVet, you confirm that:

  • You have read and understood this policy
  • You accept that all sales are final unless goods are faulty
  • You agree to these return and refund conditions