You can cancel your order by contacting us at email@example.com, ringing us on 0800 8595366 or filling out this cancellation form. Please be aware that you have 15 minutes to cancel your order after placing it. If you do not cancel within this time this now becomes a return as the item has shipped, if this occurs please follow our returns procedure below.
Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. We do not accept returns for products that are sanitary/bathing goods, including products found in our incontinence, toileting/bathing section of our website.
Additional non-returnable items:
- Gift cards
- Some health, bathing, toileting & personal care items
- Mattresses or bespoke/made to order goods
If you are unsure whether this item is returnable please contact us at firstname.lastname@example.org.
To complete your return, we require a receipt or 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 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.
- If an item has been installed by us we will not refund the installation fee.
To organise a return contact us at email@example.com..
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org and we will be happy to help.
Only regular items may be refunded, unfortunately items found in our clearance category cannot be refunded.
We only replace items if they are defective or damaged. If your item is defective or damaged and you need to exchange it for the same item, send us an email at email@example.com. Please be aware for defective or damaged items we may request the item to be returned to us first.
To return your product, you must first contact us at firstname.lastname@example.org. You will then have the choice to ship it yourself or we will issue you a label or organise collection via a courier. If you do decide to ship this yourself we recommend getting it tracked to ensure it is delivered to us safely. We are not liable for any packages that you ship yourself or via a given label that do not reach us.
You will be responsible for paying shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the initial cost of shipping & return shipping will be deducted from your refund. If you want us to organise the return for you the standard cost is a minimum of £5.00, courier collection will be used if the item is greater than 4kg or does not comply with postal volumes. Please keep the original box the item came in for easy shipping.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.