We are currently experiencing significant delays in our order processing as a result of a move to new and larger premises.
In order to focus on dealing with existing orders and to avoid customer disappointment, we are temporarily suspending new orders on our website.
This is a temporary measure and we expect to be accepting orders again from 15th June, 2019. If this date changes we will update this notice.
Thank you for your understanding.
Returning your order
We hope that you are happy with your Item(s) but if for any reason you aren’t, please call our Customer Services Team on 0800 622 6001, we can then ensure that the returns process is as easy as possible. We are open Monday to Friday 8.30am – 5.30pm.
Please find our returns policy below:
You have changed your mind / item is unsuitable
- 1 - 14 days after receipt
We understand that sometimes you change your mind - as long as you return the item to us within 14 days of receipt in an unused, as new condition with all original packaging then we will refund you the cost of your item as well as the original postage cost. You are responsible for the cost of posting the item back to us.
- 15 - 60 days after receipt
If you change your mind between 15 - 60 days of receipt, then we will refund you the cost of the item but not the original postage costs. You are responsible for the cost of posting the item back to us.
If we receive your return but believe that the item has been tampered with or is not in a re-saleable condition then we reserve the right to deduct a proportion of the original cost to reflect the diminished value.
Damaged / Incorrect Items
Please accept our apologies if you have received a damaged or incorrect item. Please call our customer services team on 0800 622 6001 so we can ensure the matter is resolved as soon as possible. We may require proof of damage, e.g. emailing a photo.
Once we receive the item back to our warehouse, and are satisfied that any damage is not due to misuse, we will refund you the cost of the item, plus the original postage cost. We will also cover the postage cost for you to return the item to us. Please note that we can only process the refund or replacement once the original item has been received by us.
If you believe an item is faulty, please call us 0800 622 6001 to let us know. Some items are covered under warranty so we may be able to replace it. A replacement can only be sent out once we have received the original faulty item.
If your product is deemed faulty within 30 days of receipt we will offer you a full refund for the item plus reimburse you the original postage cost and any reasonable postage cost incurred to return it to us.
If your product develops a fault up to 6 months after receipt, we will repair / replace the item. If this can’t be done, we will offer you a full refund.
You are responsible for any returned goods until they reach our warehouse.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, you have the right to cancel your order for any item bought on this website for a full refund. Regretfully, this is not applicable on any of the following:
- Sealed goods that are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery (e.g. hearing aids, cups and mugs, hand warmers, pill cutters)
- Any “used” products that pose a hygiene risk (e.g. toilet seats, commodes or bottom wipers)
Please return your item(s) to our Returns Processing Warehouse using the following address:
Returns - Unit 7, Co-op Mobility, Brook Mill Estate, Station Road, Wrea Green, PR4 2PH
For larger items like beds, hoists, riser recliners and stand aids, please call our customer services first before making your return.
Processing your refund
Your refund will be processed within 30 days of receiving the item back to our warehouse. 99% of refunds are processed within 2 working days. You will be credited by your original method of payment.