Terms & Conditions of Service

Shelden Healthcare UK is committed to creating and delivering, patient-centric solutions that can make a real difference to care. Our Terms & Conditions of Service apply to all purchases either by phone, post, or via our website. We are a member of the British Healthcare Trades Association (BHTA) and follow their Code of Practice. See http://www.bhta.net/code_of_practice.html for more information.

We comply fully with Online and Distance Selling Regulations and the Consumer Rights Act 2015. Our business name, address and all contact details are listed on every page of our site. We guarantee to provide:

• a clear, unambiguous description of our goods or services
• the price of our products and services, including all taxes
• the options for payment by customers
• delivery arrangements, costs and how long goods will take to arrive
• the minimum length of any contract and billing period
• conditions for ending contracts
• how customers can cancel and when they lose the right to cancel
• any reasonable costs for using a service after cancellation
• a standard cancellation form
• conditions for money given as a deposit or financial guarantees
• the cost of using phone lines or other communication to complete any contract where it will cost more than the basic rate

Under the Consumer Rights Act 2015, you are entitled to cancel items and receive refunds or repairs or replacements –see RETURNS below. Any refunds will be made within 14 days of an order cancellation.

Under the Consumer Rights Act 2015, you have 14 days from receiving your order to change your mind and get a full refund. Please see more details about what this covers in our RETURNS section.

After selecting purchases, you can ‘CHECKOUT’. At our ‘CHECKOUT’ page you can ask for ‘VAT EXEMPTION’ if that is applicable. Purchase can be made by PAYPAL or CREDIT CARD/Debit card. If paying by card, we ask for your contact details and the billing address - you can also enter a separate delivery address if you wish. No card details are recorded or kept at Shelden Healthcare UK.

When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Returning your order

Should you wish to return anything purchased from our online shop, we offer a 14 Day ‘No Quibble’ Money-Back Guarantee. Goods must be returned within a further 14 days of requesting a refund. There are a few circumstances where returns may not be possible so this page aims to make everything as clear as we can so please do take time to read this through.

Change of Mind, Wrong Size or Unsuitable Items

We understand that you may want to return an order that you feel is unsuitable, that turns out to be the wrong size for you or if you've just changed your mind. Apart from a few items that cannot be cancelled and returned (see below), we are happy to offer an exchange or a refund, provided an item is returned to us unused, in its original condition and within 28 calendar days of receipt. You need to take reasonable care when returning an order to us as you will need to both pay for and be responsible for the return. As such, we recommend that you take out a tracked, insured return. If you want an alternative product please call us and we can arrange this for you.

Damaged on Arrival or Wrong Items were sent

Please call us immediately on the day you receive it if this has happened as we cannot take up any issues with our Couriers unless we are notified straight away. It also means we can do something about it quickly. We may require proof of damage so if you can take a photo and email us, that would be great. Where a courier wants you to sign for damaged goods, please write a note that they are damaged or "Awaiting inspection". If you have received the wrong order, we would like to check any part numbers on your order as sometimes we use a different name to market a product to the one a manufacturer may use. Otherwise, we'll arrange to get the item back to us. A refund or replacement can only be sent once we have received items and confirmed any damage.

Faulty Items

In the unlikely event of an item becoming faulty, the Consumer Rights Act 2015 applies. If within warranty, we'll probably need to get the item back to us to either fix or replace it. A replacement can only be sent once we have confirmed the fault so if you cannot wait for the item to be returned before we send one out, then please place a new order and we will refund or replace the initial item or send as soon as the fault is confirmed.

Items that Cannot be Cancelled or Returned

Under the Consumer Rights Act 2015 you have the right to cancel your order for any item bought on this website for a full refund within 14 days. Regretfully, this is not applicable to any of the following:

• Items that are collected by you in person, or your representative, from our premises
• Items where our product description says, "This item is made to order"
• Products that are made to a customer specification or personalised
• Sealed goods that are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery
• Any "used" products that represent a hygiene risk (such as used toilet seats, commodes or bottom wipers)
• Underwear and lingerie can only be returned if the product packaging has neither been tampered with nor any hygiene seal removed.

What Needs to Happen Next?

The next page will provide some helpful returns information along with what to write on your returns label. You will also need to print out (or copy the details from) our returns form which needs to be included with your return. This is necessary for us to identify who the return is from and what we need to do next.