It's exasperating that ongoing stock issues are continuing to impact our customers and we would like to try and answer some of your frequently asked questions:

Why are there so many stock problems at the moment?

There are a variety of issues that are causing the current stock shortages. Some of these  relate specifically to medical supplies but many are being felt by most of the retail sector.

We are sure you can appreciate, the COVID-19 pandemic has been a significant contributor. When the world went into lockdown, many manufacturers were forced to reduce the output from factories due both to staffing issues and the inevitable drop in demand worldwide. Understandably, this has affected the availability of products and component parts when businesses have started opening up again, with the limited stock coinciding with an increased demand for both units and consumable replacements. 

Most manufacturers have now scaled up production and increased capacity and are working hard to clear the backlog. In spite of this, they are experiencing issues with obtaining some of the source materials required due to global shortages.

Also, the UK's exit from the European Union has resulted in logistics issues which have led to delays in stock arriving in the UK through the ports.

EU MDR (The European Union Medical Device Regulation) entered into application in May 2021, and whilst the UK is no longer in the EU, many of the manufacturers of defibrillators are; meaning they are required to adhere to the new regulations. These regulations ensure a high standard of quality and safety for medical devices being produced in or supplied through the EU, but have also led to some units being temporarily unavailable.

As well as this, many shipping and courier companies are experiencing shortages of drivers due to isolation rules, so goods are taking longer to get to their required destinations than usual.

We can assure you we are working with all our manufacturers to get the goods through as soon as we can, and get them out to you as quickly as possible.

Why have you taken my money if you have no stock?

To make sure we secure an item, like all other retail, we take payment before stock is delivered. This enables us to ensure we get the stock as soon as possible from the manufacturer by paying up front for the orders we have made. Because of the shortage, we are dispatching stock received in the order that our customers placed and paid for their orders.

Why can’t you tell me when I’m going to receive my item?

We are in constant communication with the manufacturers in relation to lead times. Unfortunately they are not able to tell us how many, or when we can expect delivery at present. As we get more information we will pass this on to our customers.

Can I cancel my order and get my money back?

Yes. But, we would urge caution as every distributor is having problems getting stock due to the manufacturer issue. We are distributing stock as it comes in, in the order that our customers placed and paid for their orders. Therefore, if you cancel your order, you will lose your place in the queue.

What happens if I need to use my defibrillator in an emergency and the pads are out of date?

The electrode pads contain a special conductive adhesive gel and, over time, the chemicals in the gel begin to break down and the gel dries out. This will not happen overnight when the expiry date is reached, but the pads will provide less effective adhesion and conductivity the older they are. This means they may not adhere to the victim's skin sufficiently, especially during CPR.

What happens if I need to use my defibrillator in an emergency and the batteries are low?

Whilst you are waiting for a replacement you can still use the unit and it should have the ability to deliver shocks after the expiry date. The precise number of shocks will vary depending upon the make and model of your unit. 

When I get my order will my pads be short dated because they’ve been sitting waiting to be delivered?

No. The pads are out of stock due to the manufacturer not being able to get hold of the source materials to produce them. Therefore when supply does come through these are freshly manufactured items and the date will be as expected.

Can I jump up the queue as my pads are now out of date?

I’m afraid we can't do this. As you can appreciate there are currently many of our customers in this position and the only fair way we can distribute stock as it comes in is in the order that our customers placed and paid for their orders.

Manufacturer updates

To view the official notification from a manufacturer please click the relevant link:

• Stryker Manufacturer notification
• Physio Control CR+ CHARGE PAK and Pads notification
• Physio Control Lifepak CR2 Manufacturer notification
• HeartSine Manufacturer notification
• Martek (Defibtech) Manufacturer notification
• AED 360 (Philips) Manufacturer notification
• ZOLL/Cardiac Science Manufacturer notification

If you need any more information, please speak to one of our Product Specialists on 0208 211 2054  or fill out our Contact Form.