RETURNS
There are occasions when you may wish to return a product to us, be it due to a change in requirements, an issue with the product or another reason.
We offer straightforward, no quibble returns policy to help this process be as quick and easy and possible.
Below you can find out a bit more information about our returns procedures and options available for you to return your order to us.
Return Policy
If you are not entirely satisfied with the products you have ordered via the website, you may return them to us for an exchange or a refund.
- You must notify us within 14 days of receipt of your order for a refund
- Products outside of the 14 day period can only be returned for an exchange or credit note and we must be notified within 28 days of receipt of your order
- All goods must be returned unused and with their original packaging
- This returns policy does not apply to 'made to order' items such as Riser Recliners, Profiling Beds etc as these products have their own Returns/Cancellation Policies which will need to be signed at the time of order confirmation.
- This cancellation policy does not affect your legal rights - e.g goods are faulty or misdescribed
Returning Your Items
If you wish to return your items to us then please email our customer services team or call 01444 253 300 to arrange your return. There are 3 different ways to return your items and we have listed these below to help you choose the right option for you.
Post your items back to us
You can post any items you wish to return back to our head office at your own expense. You can send via Royal Mail or the courier of your choice.
Please note: We will not be able to refund the cost of any postage. We strongly suggest sending items using a 'tracked' method as we are unable to offer refunds on lost items.
Return in Store
You can return your items to any of our showrooms in person for a full refund.
We will be able to process the refund there and then providing you bring the card used to make the payment with you and all other conditions of refund (listed above) are met.
Arrange a collection
If you are unable to arrange the return of the item yourself or drop it into one of our showrooms we can arrange a collection for you.
Please note: There is a charge of £10 for us to arrange a collection for you. This amount can be deducted from the balance which is to be refunded.
Exclusions
We cannot give any refunds on Special Order items which are built to your specification. If you find that a Special Order item is not suitable, please email our customer services team or call on 01444 253 300 to discuss options for part exchanging the item.
For reasons of hygiene and cross infection, our returns policy does not extend to the following products: Mattresses; Toilet Seats; Mattress Toppers; Pillows; Urinals; Commodes and Bed Pans or Personal Hygiene Products.
We will accept returns of incontinence pads if returned unopened and within our standard returns period timeframe.
Faulty goods
If there is a problem with the goods, please contact us. We will deal with the matter in accordance with your legal rights.
Refunds
Refunds will normally be processed within 5 working days of receipt of the returned item. Depending upon your credit / debit card provider, your card should be credited 3 – 5 days after the refund has been processed. We are only able to refund amounts via the same payment method/payment card.