Q: How do I find out detailed information for your products?

A: There are 3 main ways of finding the right product to suit your needs. Browse our online catalogue via the products menu or by using our interactive PDF catalogue. If you already know the product code or name of the instrument you wish to view, use the search option at the top right of the website.

Q: Are the product images on your website accurate representations?

A: We make every effort to provide accurate product images and specifications on our website. However, please note that colours and appearance may vary slightly due to screen settings and lighting conditions. Additionally, Duckworth & Kent Ltd. reserves the right to make changes to product specifications and availability without notice. Schematic line drawings and photos may vary from actual size, and tip drawings are shown enlarged. Descriptive, typographic, or photographic errors are subject to correction.

Q: How do I find IFU’s for D&K products

A: You can find our IFU’s under the support menu at the top of our website. Alternatively you can find a link to the IFU via the products individual page. To do this, search using the unique product code present on the instrument. All IFU’s are in PDF format. IFU

Q: How do I sterilise your instruments?

A: View our Guidelines for Reprocessing PDF document located under instrument support within the main support menu.Guidelines

Q: What are your instruments made of?

A: We specialise and produce our instruments out of high quality titanium. There are many benefits to using titanium. For further information Benefits of titanium

Q: Why do you use PolyEtherEtherKetone (PEEK®)?

A: Duckworth & Kent uses PEEK® in certain instruments where there is the possibility that two titanium components could fuse together through sustained, repetitive contact.

PEEK®polymer was invented by Imperial Chemical Industries in 1978 and the Victrex™PEEK® polymer has become the material of choice for applications requiring exceptional durability with resistance to chemicals, heat, steam and radiation. For this reason, it has long been the gold-standard for medical devices, as it is able to withstand in excess of 2500 hours of high pressure steam sterilisation.

Q: Can I autoclave PEEK®?

A: Yes, PEEK® is exceptionally durable, allowing it to withstand harm from chemicals, heat, steam and radiation.

Q: Can I buy your products direct?

A: Customers located within the UK (excluding Northern Ireland), the European Union (EU) and the USA can buy direct from us. Customers from other countries can also buy direct unless we have an importer within their territory. See our Find Your Local Importer webpage to find out locations and contact details for local representatives.

Q: What is the difference between an end-user (such as a surgeon) purchasing your instruments and a company intending to resell them?

A: An end-user, such as a surgeon, purchases our instruments for direct use in medical procedures, and we can sell to them directly. However, a company intending to resell our instruments must contact us directly to discuss importer agreements. Due to medical device regulations (MDR), we require full traceability of where our instruments are sold. This ensures compliance and maintains the integrity and quality of our products. If you are intending to resell our instruments, please reach out to our Customer Services Team. Contact Us

Q: How do I order a product?

A: Find the instrument(s) that you require, add them to your basket, select the quantity for each and then fill out your contact details.

For UK, EU and USA based shipping address, we now offer the convenience of online payment. Delivery to addresses outside of the UK, EU and USA can be submitted and processed by our dedicated Customer Services Team who will be in contact. Alternatively you can contact us directly via our Contact form or by emailing info@duckworth-and-kent.co.uk

Q: What payment methods do you accept?

A: We accept a variety of payment methods to provide convenience and flexibility to our customers. Currently, we accept Visa, Mastercard and bank transfers. Unfortunately we do not accept American Express unless it is used for an online ecommerce payment.

Q: Website product pricing?

A: Pricing for all our products on our website is applicable to ‘direct to customer’ countries. For other countries, we will forward your request to your local importer/representative.

Q: What is the return policy for purchased products?

A: To qualify for a refund a return must meet both of the following criteria:

• Returned within 30 days of purchase.

• The product must be within its original packaging with sealed “D&K” stickers still undisturbed.

For more information regarding returns, view our full Returns Policy

Q: How do I get in contact if there's an issue with my order?

A: You can contact us directly via our contact form or by emailing info@duckworth-and-kent.co.uk

Q: What are your payment terms?

A: All ecommerce orders require payment before submission. Online submit orders, orders via phone and orders by email require payment before the despatch of goods. If you have any specific inquiries or requirements regarding payment terms, please feel free to reach out to our Customer Services Team who will be happy to assist you further.

Ecommerce

Q: What ecommerce payment methods do you accept?

A: We accept a variety of payment methods to provide convenience and flexibility to our customers. Currently, we accept major credit and debit cards including Visa, Mastercard and American Express. You can select your preferred payment method during the checkout process.

Q: In which regions is ecommerce accessible?

A: At present, ecommerce services are exclusively offered to customers who intend to ship to UK-based, EU-based or USA-based addresses. If you wish to place an order with a non-UK, non-EU or non-USA address, our dedicated Customer Services Team will assist you. We have plans to expand our ecommerce availability to additional territories in the near future.

Q: Are my personal and payment details secure?

A: Yes, we prioritise the security and privacy of our customers. Our website uses industry-standard SSL encryption to protect your personal data. Payment details are processed via Stripe. We do not store your payment details, ensuring your sensitive data remains safe.

Q: Can I cancel or modify my order after it has been placed?

A: If you find that your order is incorrect and you would like to make modifications or cancel it, we kindly ask you to reach out to our Customer Services Team as soon as possible.

Q: What should I do if I encounter technical issues while shopping online?

A: In the unlikely event of technical issues. There are various things you can do. Refresh the page, clear your browser cache (cookies), check your internet connection, try a different web browser and disable browser extensions or plugins. If you are still having issues or have any concerns, please contact our Customer Services Team

Q: How long does shipping take?

Shipping times may vary depending on your location and the specific product. We aim to ship your order within two weeks of receiving it. Once shipped, the estimated delivery time will be provided during checkout.

Q: What do you charge for UK delivery?

All orders are shipped via DHL Parcel UK on a next day delivery service, from £8.50 (multiple and larger shipments will be more).

Q: Do you offer international shipping?

Yes, all international orders are shipped via DHL Express, prices will vary according to destination, all shipments are subject to customs clearance (duties and taxes may be applicable, payable locally which are beyond our control).

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