Returns and cancellations

At a glance

1. Your right to cancel (consumers)

If you bought as a consumer, you can cancel your order for any reason within 14 days of the day you, or someone you name, receive the products. For an order delivered in several parts, the 14 days start when you receive the last part.

For services such as an inspection booked as a consumer, you can cancel within 14 days of booking. If you asked us to carry out the service within that period, you pay for the work done before you cancelled.

To cancel, tell us clearly in writing using our contact form or by email to [RETURNS EMAIL], quoting your order number. You do not have to give a reason.

2. Items that cannot be returned for a change of mind

For health protection and hygiene reasons, the right to cancel does not apply to:

• sealed hygiene and health products, such as continence products, gloves, wound care, catheters and personal care items, once the seal or packaging has been opened after delivery;
• furniture and equipment made or adapted to your specification;
• products that have been used, assembled or installed, except to the extent needed to inspect them as you would in a shop.

This does not affect your rights if an item is faulty or not as described.

3. How to return a product

1. Tell us you wish to return the product, quoting your order number.
2. We send you a returns reference and the address to send it to, or arrange collection for large items.
3. Send the product back within 14 days of telling us, unused and in its original packaging where possible.

Unless the product is faulty or we sent the wrong item, you pay the cost of returning it. For large items that cannot be posted, we will tell you the cost of collection, which is [cost or how it is calculated].

4. Refunds

We refund you within 14 days of receiving the product back, or of you providing evidence that you have sent it, whichever is sooner. For a cancelled order that has not been dispatched, we refund within 14 days of you telling us.

We refund the price of the product and the standard delivery charge you paid. If you chose a faster, more expensive delivery option, we refund only the cost of standard delivery. We may reduce the refund if the product has been handled more than needed to inspect it. We refund using the method you paid with.

5. Faulty, damaged or wrong items

Please check your delivery when it arrives. If anything is damaged in transit, missing or wrong, tell us within [48 hours] and keep the packaging. We will replace it or refund you, and collect the item at no cost to you.

If a product develops a fault, contact us. Your rights under the Consumer Rights Act 2015 include a full refund for a faulty product reported within 30 days of delivery, and a repair, replacement or refund after that. If a fault could affect safety, stop using the product. See safety notices and recalls.

6. Trade and public sector customers

The consumer right to cancel does not apply to orders placed for a business or organisation. We accept returns of unused, unopened stock in resaleable condition within [30 days] by agreement, with a returns reference. A restocking charge of [X%] may apply. Shortages and visible damage must be reported within [2 working days] of delivery. Credit notes are issued against your account.