Consumer Terms & Conditions

1. About us

MyDefib.co.uk is a trading name of WEL Medical Ltd (“we”, “us”, “our”), a company registered in England & Wales under company number 5714397.

Registered address:

1 Chancerygate Way, Farnborough, Hampshire, GU14 8FF

Contact details:

Email: support@mydefib.co.uk

Customer Service: 01252 985717

Website: mydefib.co.uk

2. These terms

These terms and conditions (“Terms”) apply when you purchase home automated external defibrillators (AEDs) and related products from us as a consumer, whether via our website or direct sales channels.

By placing an order, you agree to these Terms. We may update them periodically; the Terms in force at the time you order apply.

Nothing in these Terms affects your statutory rights as a consumer. For more information about your statutory rights, contact your local Trading Standards office or Citizens Advice.

2.1 Information Provided Before Purchase

Before you place your order, we will provide you with:

• Main characteristics of the product
• Total price including taxes and delivery
• Payment and delivery arrangements
• Your cancellation rights
• Our contact details
• Complaints handling policy.

This information forms part of your contract with us.

2.2 Age Restriction

You must be at least 18 years old to purchase from us. By placing an order, you confirm you are 18 or over.

We may carry out random verification to check your age, for example by asking for identification. If we determine that you are not legally permitted to order the products, or you refuse to provide verification, we shall be entitled to end the contract without notice and refund any payment within 14 days.

3. Our products

We sell home automated external defibrillators (AEDs) and associated consumables and accessories including replacement electrode pads, batteries, and carrying cases. All AED devices are CE/UKCA marked medical devices designed for use by lay responders in the home environment.

Important notes about AEDs:

• AEDs are medical devices intended for emergency use only in cases of sudden cardiac arrest
• They do not replace professional medical care – always call 999 in an emergency
• The device will only deliver a shock if it detects a life-threatening heart rhythm
• Follow the device voice prompts and visual instructions during use
• Electrode pads are sterile medical components and cannot be returned once opened unless faulty.

Product variations:

• Product packaging may vary from images shown
• Products may vary slightly from their pictures on our website – images are for illustrative purposes.

4. Ordering process

4.1 Placing an Order

When you place an order, you will receive an email acknowledging receipt. This is not acceptance of your order.

4.2 Order Acceptance

Your order is accepted, and a contract formed, when we issue a dispatch confirmation email. We will assign an order number which will help us if you need to contact us about your order.

We may decline an order for legitimate reasons, including:

• Stock unavailability
• Suspected fraud
• Pricing or description errors
• Delivery address or eligibility issues
• Failure to meet age requirements.

If we cannot accept your order, we will notify you and issue a refund within 14 days.

4.3 Product Availability

If a product becomes unavailable after ordering, we will offer:

• A full refund
• A revised delivery date
• A suitable alternative.

5. Pricing and payment

5.1 Pricing

• All prices include VAT (where applicable)
• Prices are shown in GBP (£)
• We may correct pricing errors even after order placement; if so, we will contact you before dispatch
• If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided.

5.2 Payment

• Payment must be completed before goods are dispatched
• We accept major credit/debit cards via our secure payment processor
• Payment details are not stored by us.
• Fraud prevention checks may be carried out.

6. Delivery

6.2 Delivery options

• Standard UK delivery: 3–5 working days
• Express delivery (where available)
• Delivery charges are shown at checkout.

6.2 Delivery Requirements

• Delivery estimates are not guaranteed
• Delays outside our control will be communicated promptly
• Deliveries require a signature from an adult (18+).

6.3 Risk and Ownership

• Risk passes to you upon delivery
• Ownership passes once payment is received in full.

6.4 Failed Delivery

If delivery fails because you are not available to accept delivery, we will:

• Leave a card with collection/redelivery instructions
• Hold the goods for 14 days
• Contact you to arrange redelivery.

If you do not collect or arrange redelivery within 14 days, we may cancel the order and refund you minus any reasonable costs incurred (including storage and delivery costs).

6.5 Missing or Damaged Items

You must inform our Customer Service team within 24 hours of receipt if an item is damaged or missing from your order.

Contact hello@mydefib.co.uk or call 01252 985717 with full details of the order and items affected. Any claims made after 7 days from date of delivery will not be accepted.

Please do not dispose of any products prior to reporting the issue, as we may require batch numbers, photographic evidence, or request that the item is returned to us.

Upon investigation we will supply any missing/damaged products or issue a refund. If goods are deemed to have been damaged by misuse, accidental damage or wear and tear, we will not issue a replacement or refund and you will be liable for all costs incurred returning the goods.

7. Cancellations & returns (Consumer Contracts Regulations 2013)

7.1 Right to Cancel

You have a legal right to cancel within 14 days after receiving your goods without giving any reason.

To cancel, contact us via:

• Email: support@mydefib.co.uk
• Phone: 01252 985717
• Written notice to our registered address.

You can use our cancellation form or send us a clear statement of your decision to cancel.

7.2 Returning Goods

In some circumstances you will be given a Returns Merchandise Authorisation (RMA) number which must be included with returned items. Any unsolicited or unauthorised returns may be disposed of with no liability on us to provide a refund.

When returning goods:

• Goods must be returned within 14 days of cancellation notification
• You are responsible for return postage unless goods are faulty
• Products must be returned unused and in original packaging
• Send returns via a recorded delivery method, fully insured for the full value of goods
• You have a duty to take reasonable care of goods whilst in your possession
• We will not be liable for items lost in the post if not sent via recorded delivery
• Returns must be received within 10 working days of contacting us. If not returned within this timeframe, we may not be able to accept the return.

Important – Hygiene Exception for Electrode Pads:

Electrode pads cannot be returned once the sealed package has been opened, as they are sealed goods unsuitable for return due to health protection and hygiene reasons (Consumer Contracts Regulations 2013, Regulation 28(1)(b)).

The AED device itself can still be returned within 14 days if unused and in original packaging. If electrode pads have been applied to a person or the device has been activated in an emergency, the entire unit cannot be returned for hygiene and safety reasons.

7.3 Refunds

We will refund the full purchase price within 14 days of receiving returned goods.

Allow up to 5 working days for items to be checked and the refund to be issued.

We may make a deduction if the value of the goods has been reduced due to handling beyond what is necessary to establish the nature, characteristics and functioning of the goods (e.g., testing beyond normal inspection). Refunds are made to the original payment method.

8. Faulty products (Consumer Rights Act 2015)

8.1 Your Rights

If goods are faulty, mis-described or not fit for purpose, you may be entitled to:

• Within 30 days of delivery: You have the right to reject and get a full refund (short-term right to reject)
• After 30 days: We will repair or replace, or provide a refund if that is not possible
• After 6 months: You may need to prove the fault existed at delivery (before 6 months, we must prove it didn’t).

8.2 Reporting a Fault

Contact us as soon as you discover a fault:

Email: technical@mydefib.co.uk

Phone: 01252 985717

Please include your order number and a description of the issue.

8.3 Faulty Returns

We will arrange free return shipping for faulty goods.

9. Warranty

9.1 Manufacturer Warranty

Home AED devices include a manufacturer’s warranty covering defects in materials or workmanship. Warranty duration and specific terms are provided with your device and in the manufacturer’s documentation.

This manufacturer’s warranty is in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015.

9.2 Warranty Exclusions

The warranty typically does not cover:

• Misuse or failure to follow manufacturer instructions
• Damage from accidents, negligence, or improper storage
• Use of non-approved accessories or replacement parts
• Normal wear and tear
• Unauthorised repairs or modifications.

9.3 Making a Warranty Claim

Contact support@mydefib.co.uk with:

• Order number
• Device serial number
• Description of the issue
• Photos if applicable.

We may require the device to be returned for inspection before validating a claim.

10. Product use & safety

You agree to:

• Read and follow all user instructions and safety information
• Store the device in appropriate conditions (typically 0-50°C, dry location)
• Perform regular device self-checks as recommended in the user manual
• Replace electrode pads before their expiry date
• Keep the device accessible and ensure household members know its location.

We recommend (but do not require) certified CPR/AED training. The device is designed for use by untrained lay responders and provides voice and visual instructions during an emergency. Contact us for information about local training providers.

11. Our liability

11.1 What We Are Responsible For

We are liable for:

• Products that are faulty or mis-described
• Losses that are foreseeable and caused by us
• Death or injury caused by our negligence
• Compliance with UK consumer protection law.

11.2 What We Are Not Liable For

We are not liable for:

• Business losses (our products are for domestic and private use only)
• Misuse of products or failure to follow instructions
• Indirect or consequential losses
• Delays or failures caused by events beyond our control
• Medical outcomes – AEDs are designed to treat sudden cardiac arrest but cannot guarantee survival.

Important: The AED is a medical device designed to assist in cardiac emergencies. It is not a substitute for professional medical care. Always call 999 first in any emergency. The device will only deliver a shock if it detects a life-threatening heart rhythm.

11.3 Maximum Liability

Our liability is limited to the price you paid for the product, except where otherwise prohibited by law (including for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded).

12. Data protection

We comply with UK GDPR and the Data Protection Act 2018.

We process personal data to:

• Fulfill orders
• Provide customer support
• Send important product safety notices and recall information
• Comply with medical device post-market surveillance requirements.

Full details are available in our Privacy Policy at mydefib.co.uk/privacy-policy/

13. Intellectual property

All trademarks, branding, product materials and website content are owned by us, our licensors, or the respective manufacturers. You must not reproduce or use them without permission.

14. Complaints & dispute resolution

14.1 Complaints

Contact our customer service team at hello@mydefib.co.uk or call 01252 985717. We aim to acknowledge complaints within 2 working days and resolve them within 14 days.

14.2 Alternative Dispute Resolution

We are not obliged to participate in alternative dispute resolution, but if you wish to use ADR, you may contact:

• The Retail Ombudsman: www.retailombudsman.org.uk
• Citizens Advice consumer service: www.citizensadvice.org.uk
• EU Online Dispute Resolution platform: ec.europa.eu/consumers/odr.

14.3 Legal Jurisdiction

These Terms are governed by English law. You may bring proceedings in your local UK court.

15. General

• If any clause is invalid, the rest remain in force
• We may transfer our rights and obligations with reasonable notice; you may not transfer yours without our written consent
• Failure to enforce a right does not constitute a waiver
• We are not liable for delays or failures caused by events beyond our reasonable control (force majeure).

These Terms are effective as of 05/01/2026 and replace all previous versions.