Please Note: This returns policy only applies to orders placed through this website. This returns policy does not apply to in store purchases.
You can cancel your order by contacting us by email at firstname.lastname@example.org or by phoning us on 0116 278 4422.
Please be aware that you have 15 minutes to cancel your order after placing it.
If you do not cancel within this time your order now becomes a return, if this occurs please follow our returns procedure below.
Our returns policy lasts 14 days from the date that you received the goods.
Unfortunately, once this 14-day period has expired, we cannot offer you a refund or exchange.
To be eligible for a return, the item must be unused, in the same condition that you received it and in its original packaging.
We would advise that you keep the box/packaging the item(s) was despatched to you in for ease of return shipping.
Several types of goods are exempt from being returned. We do not accept returns for following products:
- Any item(s) that is made from materials that may be distorted if worn or may have been in contact with bare skin
- Bathing/toileting aids
- Incontinence products
Additional non-returnable items include:
- Some health & personal care items
- Mattresses, bespoke or customised to order goods
If you are unsure whether the item is returnable please contact us at email@example.com.
To complete your return, we require proof of purchase, these details can be found via your account or confirmation email.
There are certain situations where no refund or only partial refunds are granted:
- Any item that is made bespoke or customised for you
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error
- Any item that is returned more than 14 days after delivery
To organise a return please contact us at firstname.lastname@example.org with your order number, name, contact details & the details of the item you wish to return & why. We will then process the return and send you a Returns Reference Number that must be clearly visible on the return.
Once you have received your Returns Reference Number you will need to arrange the posting/shipping of the return item(s) to us. We recommend using a tracked service to ensure it is delivered to us safely. We are not liable for any packages that do not reach us. You will be responsible for paying shipping costs for returning your item. Shipping costs are non-refundable except where an item is damaged or faulty. We must recieve the item(s) back within 14 days of issuing you with the Returns Reference Number.
When we have received your returned item(s), we will send you an email to notify you that we have received your goods.
Once they have been inspected, we will notify you of our decision whether to approve or reject your refund.
If your refund is approved, then your refund will be processed and a credit will automatically be applied to your original method of payment. Please note that your original shipping cost will be deducted from the amount you paid for your order except where an item is damaged or faulty.
Late or missing refunds
Please allow 14 days from us receiving your return & confirming it is eligible for a refund. If you haven’t received a refund after 14 days, we advise that you check your PayPal account and then contact PayPal as it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund, please contact us at email@example.com and we will be happy to help.