We have tried to provide answers to the most frequently asked questions, however, if you cannot find the information you require please do not hesitate to contact us


Account Information

How do I register for an account?

In order to make a purchase please register for an account detailing your shipping and billing address. Payment (before dispatch) can be made via Bank Transfer, Credit Card or Credit Terms (which is available when 3 orders have been paid for in full).  To discuss payment options, please do not hesitate in contacting  us once your order has been placed.

Can I add additional account holders?

If you would like to add an additional account holder you can submit their details on the registration form, remembering to include the name of your organization, or contact us by email or telephone.


I need to update my account details

If you need to amend any of your details please contact us


Can I manage my account online?

We do not offer an online account service. However you may contact us by email or telephone and we’ll be happy to help!


Ordering Online

How can I order online?

Due to the nature of our products we are not able to let you complete a purchase online. However, you may browse the catalog, create a basket and then submit to us for a quotation.


Can I pay by credit card?

We are able to accept credit card payments via telephone only. Please contact us to arrange payment, having your card details available.


What other payment methods are available?

Medekit can extend a line of credit or credit terms to customers subject to our account Standard Terms of Contract. To apply for credit terms please contact us to discuss what options are available to you.


Can I view my current or previous orders online?

We do not offer an online account service, but if you have a query about an existing or previous order please contact us. Remember to include your quote or order reference, full name and organization so that we can answer your query as quickly as possible.


Can I buy medicine for personal use from Medekit?

Medekit is unable to sell medicines to private individuals. Customers who order medicines must be authorized medical professionals or companies who have a legal right to obtain, import, resell and/or use restricted the medications requested. We do not provide or accept a prescription service. We provide medicine and equipment to accredited medical professionals, chemists, paramedics, retailers, distributors and ship stores.


Is there a minimum order value?

Please note that Medekit have a £150.00 minimum order quantity (exclusive of VAT and shipping). Should your order value be under this amount please contact us for further information.


Can I use a Purchase Order?

We are happy to accept purchase orders, please register for an account or contact us for further information.


What happens if there is an industry standard I am required to follow when procuring medical stores?

We can help you to ensure your company or industry's medical protocols are always complied with. Contact us for more information about how this can work for you.



Why can’t I purchase some products?

Some of our products require you to hold specific licenses, such as controlled drugs or specialist equipment. Other products may be currently unavailable from the manufacturer.

If you are interested in any item that is not available online please just contact us for more information.


Should I be concerned about counterfeit drugs?

Medekit maintains a rigorous supplier selection process, sourcing and supplying only licensed products in manufacturers' original packs.

Read more about the issue of counterfeit medicines


Do you supply controlled drugs?

Yes, we can supply controlled drugs and can also offer some synthetic alternatives. Every country has its own import restrictions and it is your responsibility to provide all necessary paperwork. For more information please contact us.


How do I find out more about a particular product?

If you have any questions about a product that are not answered in the product description, please contact us.


What happens if a product is not available?

If a product is not available within the requested delivery time, we will advise you if we are able to provide an equivalent alternative.


What should I do if the item I need is not included in the catalog?

The catalog has been developed with the needs of the remote site in mind. The number of items included have also been limited to assist with easy and quick searching and compilation of orders. Please contact us to discuss additional catalog items.


Shipping, Delivery and Returns

How long will it take for my order to be delivered?

Delivery times are dependent on the delivery destination, but in general, receipt is within two weeks. Once your order has been placed we will send you an estimated delivery date.

How much are shipping costs?

Delivery costs are calculated using the weights and dimensions of products in your order.

Any item than does not have either a standard weight, common dimensions, or if specialist packing or handling is required for the product(s), your delivery charge will be calculated shortly after we receive confirmation of your order. We will contact you to agree this prior to your order being dispatched.

Deliveries outside the UK will be calculated based on the overall weight, dimensions and packing requirements for the shipment along with the destination and delivery terms (Incoterms).


Who is responsible for dealing with customs?

The responsibility for customs clearance depends on the method of shipping selected when an order is placed. Please see the shipping methods below for more information.

What shipping methods are available?

Medekit use specialist freight forwarders and can offer a range of international shipping methods.

Please note that you remain responsible for all import duties and taxes regardless of the shipping method chosen.
The descriptions are those defined by the International Chamber of Commerce as Incoterms 2010.

The following shipping terms are available:


EXW: Ex Works (named place of delivery)

We will make the goods available at our premises. EXW means that Medekit has the goods ready for collection at our premises on the date agreed upon. You will pay all transportation costs and also bear the risk for bringing the goods to their final destination. Medekit as the seller does not load the goods on the collecting vehicle and does not clear them for export. If we do load the goods, we do so at your risk and cost.


FCA: Free Carrier (named place of delivery)

Medekit will hand over the goods, cleared for export, into the disposal of the first carrier (named by you) at the named place. We pay for carriage to the named point of delivery, and responsibility and risk pass to you when the goods are handed over to the first carrier.


CPT: Carriage Paid To (named place of destination)

Medekit as the seller pays for carriage only. Risk transfers to you upon handing goods over to the first carrier (so we suggest that you arrange insurance)who will deliver the goods to a named address inside the destination country.


CIF/CIP: Carriage and Insurance Paid To (named place of destination)

Medekit as the seller pays for carriage and insurance to the named destination point inside the nominated country, but risk passes to you when the goods are handed over to the first carrier.


DAT: Delivered at Terminal (named terminal at port or place of destination)

Medekit pays for carriage to the terminal, except for costs related to import clearance, and is responsible up to the point that the goods are unloaded at the terminal.


DAP: Delivered at Place (named place of destination)

We pay for the carriage to the named place, except for costs related to import clearance, and are responsible prior to the point that the goods are ready for unloading by either you or your agent.


Does Medekit accept returns?

Due to the nature of our products there are certain restrictions on returns.

Full details of all our delivery and returns terms can be found in our Standard Terms of Contract


Security and Privacy

Please refer to our Cookie Policy and Privacy Policy for details about how we collect and use your information.