Effective Date: November 2023

At NHS Long Service Badges, we want you to be completely satisfied with your purchase. This Returns Policy outlines your rights and our procedures for returns and refunds in accordance with UK consumer law.

14-Day Return Period

You have 14 days from the date of delivery to return eligible items for a refund. To be eligible for a return, please contact us within this timeframe to initiate the return process.

Eligible Items for Return

NHS Long Service Badges (Standard Products)

  • All standard NHS long service badges can be returned within 14 days of delivery
  • Items can be returned even if the packaging has been opened
  • Badges must be in resaleable condition

Custom and Personalised Badges

Custom badges cannot be returned or refunded except in the following circumstances:

  • Manufacturing fault or defect
  • Incorrect production (does not match approved design specification)
  • Damage during delivery

If your custom badge has a manufacturing fault or was produced incorrectly, please contact us immediately with photographic evidence, and we will arrange a replacement or full refund at no cost to you.

Items That Cannot Be Returned

The following items are not eligible for return unless faulty:

  • Custom badges featuring practice names, logos, or personalised designs
  • Bespoke or made-to-order products

How to Return an Item

To return an eligible item, please follow these steps:

  1. Contact us via email within 14 days of receiving your order
  2. Provide your order number and reason for return
  3. We will confirm your return request and provide return instructions
  4. Package the item securely in its original packaging (if possible)
  5. Send the item back to the address provided

Return Address: Long Service Badges, The Hive Wakefield, 142 Thornes Lane. Wakefield WF2 7RE

Return Shipping Costs

  • Customer responsibility: You are responsible for the cost of returning items to us
  • Original postage costs are non-refundable
  • We recommend using a tracked postal service, as we cannot be held responsible for items lost in transit

Exception: Faulty or Incorrect Items

If your item arrives damaged, faulty, or incorrect due to our error, we will cover the return postage costs. Please contact us immediately, and we will arrange collection or provide a prepaid return label.

Refunds

Processing Time

Once we receive your returned item, we will inspect it and process your refund within 5-7 working days.

Refund Method

  • Refunds will be issued to your original payment method
  • You will receive an email confirmation once your refund has been processed
  • Please allow an additional 3-5 working days for the refund to appear in your account, depending on your bank or card provider

What Will Be Refunded

  • The price you paid for the item(s)
  • Original postage costs are not refundable unless the return is due to our error (faulty or incorrect item)

Damaged or Faulty Items

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery with:

  • Your order number
  • A description of the issue
  • Photographs of the damaged or faulty item

We will arrange a replacement or full refund (including return postage costs) as quickly as possible.

Cancellations Before Dispatch

You may cancel your order for a full refund at any time before it has been dispatched. Please contact us immediately via email with your order number.

Once an order has been dispatched, our standard returns policy applies.

Your Consumer Rights

This Returns Policy does not affect your statutory rights under UK consumer law, including the Consumer Rights Act 2015. You are entitled to:

  • A refund if goods are faulty, not as described, or not fit for purpose
  • A repair or replacement for faulty goods within 6 months of purchase

For more information about your consumer rights, visit Citizens Advice.

Contact Us

If you have any questions about returns or need to initiate a return, please contact us:

Email: info@longservicebadges.co.uk

We aim to respond to all enquiries within 24 hours during business days.

Thank you for choosing NHS Long Service Badges. We appreciate your business and are here to help with any questions or concerns.