Find out how to return a product or part to us, along with our disinfection requirements.
When returning an item, please follow the returns process underneath and ensure you label whether the item has been disinfected or not. Failure to do so may mean that your return takes longer to process or is rejected. Should you have any queries on any of the below, please contact us at returns@sunmed.co.uk
Please note that this returns process is for our approved customers (either mobility dealerships or the NHS). If you are an end user and you would like to return an item, please contact the dealership or wheelchair service that provided you with the item.
Please review the disinfection process carefully for all returns related to end products (chairs/ scooters/ Jay seating).
Please ensure you follow the below carefully in order for us to process your return:
The new Medical Device Regulations that come into force on May 25th 2020 and with new Requirements for ISO13485 (revision 2016) becoming obligatory on February 28th 2019, means that there is an enhanced focus on disinfection standards.
Due to current ISO standards we are obliged to ensure that all chairs/ scooters/ cushions have been decontaminated before being handled by our staff. Some products may be classed as ‘high risk’. Please see examples of high risk products below:
If a product requires disinfection at Sunrise Medical, then this may increase the lead time for the repair.
If a product is high risk, then the Returns team will arrange for a red bag to be sent to you. Please place the red bag on the product in question before collection is arranged. Please refer to www.sunrisemedical.co.uk/resources/returns for advice on the disinfection of medical devices. Thank you for your co-operation.
Hygiene measures before products can be returned to Sunrise Medical:
For any claims that are rejected, the parts will be kept for 10 working days and then they will be disposed of. If you want the parts to be returned, then it is your responsibility to arrange collection within that period. This will be at your cost. If you require Sunrise Medical to arrange delivery then we would require a purchase order number to cover the cost of carriage.
To download the Returns forms please click the following link: http://www.sunrisedice.com/asset-bank/assetfile/79856.pdf
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