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Cancellation Form and Return Process

This form is for consumers only. If you are a consumer and you bought a product from us online, by mail order or over the telephone, you have a legal right to change your mind within 14 days of delivery and receive a refund, subject to the exceptions set out in our Terms and Conditions.

You cannot use this form for:

  • products sealed for health protection or hygiene purposes, once unsealed;
  • custom-made or made-to-measure products, once production has begun (this includes Dip-Dye, Trend Colour and Batik Collection products, which are personalised products made to order);
  • garments that have been worn, tried on against bare skin, or are not in a clean, resaleable condition.

If you wish to cancel, you can contact our customer service team on 0161 358 0104, complete this form online, or print it and post it to us. You do not have to use this form, but if you do, it makes sure we have everything we need to process your cancellation.

Model Cancellation Form

To: Juzo UK Limited, Mercury House, 10 Tatton Court, Kingsland Grange, Warrington WA1 4RR. 
Email: sales@juzo.co.uk

What happens next

Once you have told us you wish to cancel, you must return the product to us within 14 days at your own cost, in its original, unopened packaging and in a resaleable condition, together with proof of purchase. Please use an established delivery service and keep proof of dispatch. We will refund you within 14 days of receiving the product back (or receiving evidence that you have sent it), by the method you used for payment. Full details are set out in our Terms and Conditions.

Returns Process

This page explains how to return a product to Juzo UK Limited. The process differs depending on whether you are a consumer or a business customer, and on the reason for the return. In all cases, please contact our customer service team first on 0161 358 0104 or via juzo.com/en-gb before sending anything back. Returns sent without prior contact may be delayed or refused.

Step 1: Contact us
Call 0161 358 0104 or contact us through our website. Please have your order number or delivery note reference to hand. Our team will confirm whether your return qualifies, and how to send it.

Step 2: Package the product

  • Products must be unworn, undamaged, clean and in their original packaging.
  • Include your proof of purchase and quote the relevant delivery note or order number.
  • Because our products are medical devices, we cannot accept returns that would compromise hygiene, safety or traceability under the UK Medical Devices Regulations 2002. Sealed products that have been unsealed cannot be returned, even if unused.

Step 3: Send it back

  • Return the product to: Juzo UK Limited, Mercury House, 10 Tatton Court, Kingsland Grange, Warrington WA1 4RR.
  • Return shipping is at your own cost unless we have agreed otherwise or the product is faulty.
  • Use an established delivery service and keep your proof of dispatch. Without it, we cannot refund you if the product does not reach us.

Consumers: changing your mind

If you bought online, by mail order or over the telephone, you may cancel most products within 14 days of delivery and return them within 14 days of telling us. See our Cancellation Form page for how to notify us and for the products this does not apply to, including custom-made and made-to-measure garments, Dip-Dye, Trend Colour and Batik Collection products, and unsealed hygiene-protected products. Refunds are made within 14 days of us receiving the product back, to your original payment method. We refund standard delivery costs only, and we may reduce your refund if the product has been handled in a way that reduces its value.

Consumers: faulty products

If you believe your product is faulty or not as described, contact our customer service team. Please report suspected defects in writing within 30 days of delivery where possible. We may ask for photographs or for the product to be returned for inspection; if a product is returned for inspection of a reported defect, it must be unworn or washed for hygiene reasons. If the product is defective, you are entitled to a refund or replacement in accordance with the Consumer Rights Act 2015, and we will cover the reasonable cost of the return. Damage caused by incorrect sizing selection, improper donning or doffing, washing contrary to the care instructions, or normal wear and tear does not qualify as a defect. Nothing on this page affects your statutory rights.

Business customers

Returns outside the 6-month warranty are at our discretion as a gesture of goodwill and must be pre-approved in writing on a case-by-case basis. Approved returns must reach us within 30 days of delivery, in original packaging and in perfect, saleable condition. Custom-made and made-to-measure garments, special designs, Dip-Dye, Trend Colour and Batik Collection products, modified packaging units and support stockings are strictly excluded. A repackaging fee of £15.00 may be charged where packaging is damaged or not reusable. Warranty claims should be notified in writing within the warranty period, which runs for 6 months from delivery in line with our published compression guarantee; see our Terms and Conditions for full details.