Established 1980
Established 1980
DELIVERY & RETURNS
Everything you need to know about receiving an order, returning an item and what to do if something arrives damaged or develops a fault.
For larger mobility products and home-installation equipment, delivery arrangements may differ from standard online orders. We’ll explain those arrangements when you order.
DELIVERY
We process online orders Monday to Friday between 9am and 5pm and aim to dispatch stocked items within 48 hours. If there is an unexpected delay or a problem with your order, we’ll contact you using the details provided at checkout.
Local Delivery
Where you live within the delivery area of one of our stores, your order may be delivered directly by our team.
Postal Delivery
Smaller items outside our local delivery areas are sent using Royal Mail.
Larger Equipment
Mobility scooters, chairs, beds and other larger products may require specialist or local delivery and are not always available for standard nationwide delivery.
DELIVERY CHARGES
Our standard online delivery service currently covers mainland UK. Larger products may only be available within our local delivery areas; we’ll make this clear before the order is completed.
FREE
Orders over £100
Standard delivery on qualifying orders.
£10
Orders under £100
Standard delivery charge.
LARGE & INSTALLED PRODUCTS
Products such as mobility scooters, rise & recline chairs, adjustable beds and other larger equipment may need specialist delivery rather than standard parcel delivery.
Where installation, assembly or positioning is required, we’ll confirm the arrangements and expected timescale when you order.
RETURNS
Contact us before returning an item so we can provide the appropriate return instructions and reference details. Please do not send an item back without contacting us first, as this can delay the return and refund process.
1
Contact Us
Tell us what you would like to return and why.
2
Receive Return Instructions
We’ll confirm where the item should be returned and provide any reference information required.
3
Return the Item
Package the item securely and return it using the method agreed with our team.
RETURNS & REFUNDS
The process depends on why you are returning the item and how it was purchased. Contact us first and we’ll explain what applies to your order.
For most goods purchased online, by phone or by mail order, you have 14 days from receiving the goods to tell us you wish to cancel. You then normally have a further 14 days to return them.
You may be responsible for the cost of returning unwanted goods unless we have agreed otherwise.
Some products are treated differently. This includes goods made or customised specifically for you and certain sealed products that cannot be returned for health or hygiene reasons once opened.
If you are unsure whether an item can be returned, contact us before opening, using or modifying it.
If something arrives damaged, develops a fault, is not as described or we have sent the wrong item, contact us as soon as possible.
We’ll review the problem and arrange the appropriate next step, which may include repair, replacement, collection or refund depending on the circumstances.
Photographs of the product, packaging or fault can help us deal with the enquiry more quickly.
Once an eligible return has been received and assessed, any approved refund will normally be made back through the original payment method.
For qualifying distance-selling cancellations, refunds are normally processed within 14 days of receiving the returned goods or evidence that they have been sent back.
If the item was purchased in one of our stores, contact that store directly. Change-of-mind rights differ for purchases made in person, although your statutory rights still apply if goods are faulty, not as described or not fit for purpose.
Your statutory rights are not affected by this policy.
NEED HELP?
Contact us with your order details and we’ll explain the appropriate delivery, return or support process.