Returns

During the festive period, we are extending our 30-day returns so that any items purchased between the 1^st and 25^th December have until the 31^st January to be returned (providing they meet the criteria detailed in our policy below).

There are occasions where you may wish to return an order to us. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCR”) you have a right to cancel all or part of your contract at any time up to 14 days after the day on which you receive the goods, without giving any reason. We now offer you 30 days to return an item to us for an alternative product or a refund.

However, there are certain items aren't eligible to be returned, please continue reading to find out more.

If you want to return an order that you feel is unsuitable, incorrectly sized or that you just don't want anymore, we can offer an alternative or refund as long as the item is returned to us unused, in its original condition and within 30 calendar days of receiving it.

Please note, not all items are eligible for returning. Please see below for further details on items that cannot be returned.

When you return an order to us, you will need to pay for and be responsible for the return. We highly recommend that you take out a tracked, insured return. 

If you want an alternative product, please call us and we can arrange this for you.

We apologise if your order has arrived damaged or if you have received the wrong item. Please call us immediately to let us know, so we can take the issue up with our couriers. We may also require proof of damage, so please take a photo and email it to us.

If a courier wants you to sign for damaged goods, please write us a note that they are damaged or awaiting inspection.

Received the wrong order? Please check any part numbers on your order as there are occasions where we may have used a different name to market the item to the one that the manufacturer may use. Please contact us and we'll arrange to get to the product back to us. You will only receive a refund or replacement item once we have received the incorrect item back.

In the unlikely event of an item developing a fault, the Consumer Rights Act 2015 applies. If it's within warranty, we will need to get the product back to us to either fix or replace it. 

A replacement can only be sent once we have confirmed the fault. If you can't wait for the product to be returned before we send one out, then please place a new order and we will refund or replace the initial item or send as soon as the fault is confirmed. 

There are certain items that we cannot accept for return: 

• Products that are collected by you in person, or your representative, from our premises
• Products that have been made to order
• Products that are made to your specification or have been personalised
• Sealed goods that have been used or the seal has been broken. This is for hygiene reasons and applies particularly (but not exclusively) to toileting and bathing equipment, incontinence items, mattresses, and adjustable divan beds
• Any "used" products that represent a hygiene risk (such as used toilet seats, commodes or bottom wipers)
• Underwear and lingerie can only be returned if the product packaging has neither been tampered with nor any hygiene seal removed

Click here to start a return

The following page will take you through our returns process, including what you need to write on your returns label. 

You will need to either print out or copy the details from our returns form, which should be included with your return, so we know who the return is from and what we need to do next.

Please note, you are responsible for any returned items until they are back in our warehouse. It is strongly advised that you obtain proof of postage when returning any item to us and take out a tracked, insured return.

We endeavour to provide goods and services which conform with consumer rights, but if there should be a problem, please contact us immediately via Live Chat (you can find this on the home page), by telephoning 0345 121 8111 or by emailing [email protected]. 

For the hours of our Customer Service Team's availability, please refer to the Contact us page.

If you are unhappy with the outcome of a complaint and have exhausted our complaints process, you can approach the British Healthcare Trades Association (BHTA) for mediation (and ultimately arbitration) and, as a member, we will participate in this process. BHTA can be contacted at:  

New Loom House, Suite 4.06
101 Back Church Lane
London 
E1 1LU  
Tel: 020 7702 2141 
Email: [email protected] 
Web: https://www.bhta.com/complaints-handling/  

Alternatively you can approach the ADR provider, The Retail Ombudsman, by emailing: [email protected], or visit the EU’s online platform for dispute resolution at http://ec.europa.eu/consumers/odr/