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Returns Policy

Should you wish to return anything bought from us we will be happy to refund or exchange a product provided it is in a fully resalable condition. Please see below for exceptions to this policy.

  • Products should be returned, together with the Delivery Note within 28 days, in original undamaged packaging, with labels still attached, with all the accessories, parts, and instructions.
  • If goods are lost in the post, you must agree to our reasonable requirements for tracking the delivery (such as showing us the proof of posting) before we can give you a refund.
  • If we find that a product has not been returned to us in fully resalable condition, or the packaging is damaged, we reserve the right to refuse a refund on the item or deduct up to 20% of the original selling price. This does not affect your statutory rights.
  • Our returns policy runs alongside your rights under the Distance Selling Regulations which allows you to cancel your contract with us (e.g. if your product is not wanted) within 7 working days of receipt.
  • The following products for reasons of hygiene and safety can only be returned if they are unused, in the original packaging and in a resalable condition: Underwear, Respiratory Products
  • Please note personalised, or made to measure items cannot be returned unless they are faulty.
  • Made-to-order products cannot be returned for any reason unless faulty. In exceptional circumstances we may agree to accept a return and we therefore reserve the right to charge a cancellation fee of 20% of the order price.

How to return an item:

  • If your order has been dispatched but you no longer want the goods please either refuse the delivery, or return your items to us for a refund.
  • If you have received your order and no longer want one or all of your products, and it's not excluded by our returns policy, there are 3 things to remember when returning your online products this must be within 28 days. We recommend that you obtain a proof of posting certificate free from the Post Office, just in case the item goes astray.
    1. Repackage item(s) in the original undamaged packaging with labels attached
    2. Post the item(s) back to us via Royal Mail
    3. When you hand in your parcel at the Post Office please ask for and keep a free certificate of posting
  • For larger items, please call our Customer Care Team on 0845 890 1400* to arrange a collection. Please note: we reserve the right to charge for the cost of collection.

Refunds:

  • Refunds can only be made to the original card of purchase. Refunds to a card other than the original can only be processed under the following circumstances
    • The original account no longer exists
    • The original account details have expired
  • Any refund due will be credited to the original card of purchase within 3-5 working days of us receiving the goods.
  • We'll send an email to tell you when your refund has been processed.
  • If you don't have an email address we're sorry that we can't let you know when your refund has been processed. Please check your bank statement.
  • Should you wish to return anything bought from us we will be happy to refund or exchange a product provided it is in a fully resalable condition. Please see below for exceptions to this policy.
  • If goods are lost in the post, you must agree to our reasonable requirements for tracking the delivery (such as showing us the proof of posting) before we can give you a refund.
  • Products should be returned, together with the Delivery Note within 28 days, in original undamaged packaging, with labels still attached, with all the accessories, parts, instructions and any free gifts.
  • We will not expect original packaging where this is removed as part of our delivery service.
  • If we find that a product has not been returned to us in fully resalable condition, or the packaging is damaged, we reserve the right to refuse a refund on the item or deduct up to 20% of the original selling price. This does not affect your statutory rights.
  • Our refund policy runs alongside your rights under the Distance Selling Regulations which allows you to cancel your contract with us (e.g. if your product is not wanted) within 7 working days of receipt.
  • Exceptions: for reasons of hygiene, safety and copyright, we cannot refund or exchange the following products unless they are faulty or were not described properly on the website: Underwear, Respiratory Products.
  • You'll only receive a refund of delivery charges if all the items in a given order are returned at the same time (unwanted or faulty). Please call our Customer Care Team on 0845 890 1400* if you have any queries about your refund.

Amending or cancelling an order:

  • If you’ve already checked out, you can’t add extra products to your order; please place a new order.
  • You can add an address (i.e. your billing address) at any time, but you cannot change the delivery address for an order that has already been placed.
  • To cancel an order, please call our Customer Care Team on 0845 890 1400*

*(Calls are charged at local call rate from a BT landline. Mobile providers and other networks may vary. Calls may be recorded for training and security purposes.)