Deliveries & Returns

Order Processing

We hold stock in our 12 stores and warehouses, meaning we can get your items delivered to you ASAP. If you live within the range of our stores, we’ll deliver it personally, otherwise we’ll post them to you. 

Our orders are processed Monday – Friday 9:00 – 17:00, orders outside this will be processed on the next working day. We aim to post items within 48 hours, if there is an unexpected delay or issue with your order we will contact you using the details you provide. 

Delivery Destinations

Currently, we only accept orders for delivery to mainland United Kingdom. Items which are not available to purchase via the website such as mobility scooters, bath-lifts, rise and recline chairs, fireside chairs, beds & sofas are not available for delivery outside of store range.

 

Delivery Prices

We offer free delivery on orders more than £100. Under £100 delivery is £5.00

Returns

Our Returns advisors can provide you with a return reference for your order, along with instructions for returning the item(s) to us. Please note that you are responsible for the cost of safely returning the item(s) to us in adequeate packaging, unless you are returning an item and can demonstrate that:

  • it is faulty
  • it does not match the description
  • it is not of satisfactory quality.

Please be aware, we are unable to accept returns goods without a returns reference. 

Below you will find details of reasons for and exclusions relating to returns. The returns policy refers to our retail customers only. For our trade customers you should refer to the terms and conditions of sale page.

Damaged or Faulty Goods

If your item(s) have been damaged on route or appear faulty, please let us know ASAP so that we can discuss next steps for returns, refunds or replacements.

Unsuitable for Intended Use

We can accept returns of item(s) that you assess as unsuitable for your requirements, upon receipt. In these instances the price of the item may be returned, however delivery fee charges or costs may vary. 

For All Items

Our guarantee means that if for any reason you are unhappy with your purchase you can return the item to us, it must be in its original condition and within the 14 days of purchase. Please provide proof of purchase accompanied with your return reference number. We will then issue a full refund of the purchase via the same method of payment for the item. 

Exclusions

Certain products or item(s) are excluded from our returns policy for hygiene purposes, e.g. Bathing & Bathroom aids, beds, chairs and food consumption items. If you are unsure about whether your item is excluded call 0800 174 065 to discuss the matter.

Your statutory rights are not affected.

Payments

We use PayPal to process payments, you do not need a PayPal account to buy with us, simply select the pay by debit or credit card option and enter your details. 

If you require a refund, we will process the refund via the payment card used upon purchase. We do not see or have access to the card you paid with and therefore cannot manually refund any payments, therefore it will be conducted through PayPal.