Frequently Asked Questions

These Terms and Conditions apply to all transactions on this site. Full T’s & C’s can be found here. Please read them carefully

They do not affect your statutory rights. We may change these terms and conditions at any time. Any changes will take effect on the date they are posted onto the site (see date above). You will be asked to read and accept the terms and conditions when you open an account. Should any changes be made, we will e-mail you to let you know.

All prices and charges on this site are shown in UK pounds sterling. They exclude any VAT payable or delivery charges (for details see ‘Delivery’ below).

The total cost of your order will be the price of the products you order, plus the applicable delivery charge and VAT. All these will be set out clearly in your Shopping Basket before you submit your order.

If you order products from our site for delivery outside the UK, they may be subject to import duties and taxes which are levied when the delivery reaches your specified destination. We have no control over such charges and cannot advise on the likely amount you could be charged. We advise you to check your local customs office for further information before placing your order.

Any fixed pricing set on your account does not qualify for further bulk buy discounts. If the overall quantity of goods ordered reduces the price lower than you fixed price then we will apply the cheaper price for you.

Prices, offers and products are subject to availability and may change before (but not after) we accept your order. If something becomes unavailable we may offer you an alternative. If you decide not to accept the alternative goods, you will not have to pay to return them to us.

We try very hard to ensure that all information on this site is accurate. However, occasionally, an error can occur. If we discover an error in the price, description, or quantity available of a product you have ordered, we will contact you and will offer an alternative product, a full refund or the original product subject to the newly revised price, description and or amended quantity.

Yes, it is. When you login to the e-commerce site, it will automatically load all of your fixed pricing from any pricebeats we have done in the past. If you would like a complete list of the products included in this, please contact your account manager and they will send a list on.

Our website is a trade only site so we are very strict on who we will open an account for. All users of the website e-commerce facility will require a login to be able to order. Register as normal using the website register now form and upon requesting login details an account will be set up for you if not already in place. Existing customers and new customers to Bondeye will be web-approved the same working day.

You will be assigned an account manager to look after your account personally and they will be in touch with you to talk you through a 1st order with us.

Account payment is required subject to our standard credit terms at the end of month plus thirty days. Payment methods can be requested from [email protected]

We accept payment by MasterCard, Visa, Delta, Switch, Electron, Solo and other debit cards, cheque, BACS or faster payment transfer. Your account will be credited upon receipt of payment in the account.

NB. At no point do we store your credit/debit card details on our own computer systems.

Any notification e-mails are acknowledgments, not acceptance of your order.

You may cancel your order at any time prior to your order being processed by telephoning 0121 772 3888 during our published office hours.

You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to our customers in the future.

If you can cancel, you must return the goods to us at your own expense, however we will not charge a restocking fee. Please read the full returns policy though to make certain that you follow the guidelines and ensure you are entitled to a refund.

Your statutory rights are not affected.

Faulty products or incorrect items received can be returned under the terms of our t & c's.

Unwanted items or orders placed in error can be returned to us for a credit, and will only be accepted provided the item has not been opened and the packaging is in as good as new condition. A 10% re-stocking fee applies but fees may be waivered on faulty goods or at the discretion of your account manager.

Please fill out the below returns form for all returns:- Download our Returns Form (RMA)

Once the returns form has been completed and sent back to you, we will notify you of the next step and the address label can be printed off from this form. Please be sure to read all the terms and conditions on the returns form prior to sending your item.

If this does not help you with your query please either email our Customer Services Team at [email protected]

To view our full returns policy, click here

Ever not sure what you need? Most of the consumables products we can send out samples of for you to test. We also have a specialist approvals system which helps you on this front. For tools and equipment, we'll send it to you on approval for 7days without charge, if its what you are after - then we'll just send on the invoice. If its not, we'll just send you a FREEPOST label to attach to the box and send it back! Give us a call or drop us a quick email to tell us what your looking for and we'll do our best to get something out to you. Could it be any simpler? If you think it could, we'd love to hear your suggestions!

We are committed, in a fair and equitable manner, and strictly to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with UK Law). The information we collect about you enables us to process your order and provide you with the best service possible. A full description of the privacy policy can be read here.

If you have ordered multiple items and one or more of them is out of stock, you will be notified as soon as possible and either an alternative product will be enclosed whereby the value is equal to or greater than the original product. You will always be invoiced for the cheaper amount.

Where no acceptable replacement product is available, the rest of your order will be shipped as normal and the out of stock item placed on back order for immediate, automatic despatch upon its arrival.

If you have ordered multiple items and one or more of them is out of stock, you will be notified as soon as possible and either an alternative product will be enclosed or the order may be split and the back order placed awaiting stock arrival. Please be advised that they may not be packaged together, your packing invoices will confirm if this is the case. For example if split into two packages due to a back order, your order number will remain the same but will read different invoice numbers.

You should allow a further 48 hours for delivery before contacting our customer services team to advise of a missing package.

Our teams are available between the following times:

Monday - Friday 9am - 5.00pm

For out of hours communication, simply use our contact us link.

We make every effort to keep our delivery charges as low as possible. Our charge depends on the value of your order with a minimum charge of £2.95. You only pay one delivery charge, irrespective of the number of products ordered and this is calculated by weight:When you add products to your Shopping Basket, the appropriate charge will be added automatically. You will always be able to see this charge before submitting your order.

How we Deliver

For Optical practices registered with DX couriers, we will send the orders out same day on orders placed before 2pm. Collections are picked up around 3pm. Orders that are over a specified weight or value are automatically sent tracked with either UPS,Yodel or citi-link.

For optical practices without a DX account or pharmaceutical stores, deliveries will be sent by Royal Mail or TNT, dependent upon the value. In both instances, the orders are shipped same day on a 1st class mail service.

Bondeye aims to despatch all 'in stock' items same working day of receiving your order. If an order arrives after the courier cut off at 2pm DX light goods and 3pm tracked heavy goods, please class this as the next working day. Your order may be delayed if the item is not in stock. Some items may be unavailable and the current stock status is approximate. Bondeye will aim to provide an estimated date of arrival where possible but are not able to guarantee this date.

Delivery times are calculated in working days - i.e. Monday to Friday inclusive. If you order after 3.30pm, please calculate your delivery time as if your order had been placed the following working day. In the case of bank holidays, please allow an extra two working days.

Royal Mail - Standard Delivery: - 1-2 Working Days

DX Standard Delivery – 1-3 working days

UPS, Yodel,Citilink - Next Working Day signed for

Important delivery information.

All Recorded deliveries must be signed for. If you are out when the delivery arrives, then a re-delivery will be attempted where possible or a card will be left with a contact number for you to call to arrange collection

We do our best to meet the declared delivery times. However, occasionally delivery times may be affected by factors beyond our control and therefore we cannot guarantee them. We will try to inform you if we become or are made aware of an unexpected delay. Please allow extra time for deliveries to Scottish islands and Ireland (North and South)

In the event your item is lost in post, please allow 10 workings days from the date of dispatch before making a claim, this is to ensure sufficient time is allowed to undertake our track and trace procedure.

We cannot be held responsible for delays or lost packages if you have given incorrect or incomplete address details at the time of placing your order. On signed for deliveries. Please make sure you keep the receipt enclosed with your goods.

If you have forgotten your password you can click on this forgotten password link. This page will ask you for your email address which will be sent to us to resend on your login details to the original e-mail set up with that account. Alternatively please contact a member of our help team who can activate this for you.

We deliver the majority of our products worldwide as long as a suitable courier can be found. To date, this has never been a problem so if you have a specific query on the shipping costs to a specific destination, please contact us and we will look into it.

Macushield food supplements differ slightly however; as Bondeye is also under contractual obligations to limit sales to within a given territory or is initially restricted by countries import regulations prohibiting the sale of food supplements until verified by the relevant departments if it is not already for sale.

A list of all countries where Macushield has been agreed is stated below. Please contact us for orders to these countries and we will advise whether a local distributor is already in place. If you country is not listed, please contact customer services and we will be able to help you.

• United Kingdom
• Ireland - North
• Ireland - South
• Croatia
• Holland
• France
• Germany
• Italy
• Japan
• Canada
• United States
• Mexico
• South Africa
• Channel Islands
• Australia

If you order products from our site for delivery outside the UK ,they may be subject to import duties and taxes which are levied when the delivery reaches your specified destination. We have no control over such charges and cannot advise on the likely amount you could be charged. We advise you to check your local customs office for further information before placing your order.

Just drop us a quick line, or have a look at our events calendar to see if we are visiting locally to you in the near future! Dont forget, it doesnt matter if we've got nothing booked in, let us know you want to see us and we'll call to arrange the best time and date. Give us a call on 0121 772 3888 or email us on [email protected] and we will get a visit or training workshop organised.

Click here to find out if we have any vacancies at the moment. If we haven't, it would still be great to hear from you so send us your CV and we will let you know if there is anything in the pipeline or even whether we know of anybody else that is actively recruiting and looking for someone with your skills!