Terms & Conditions

Welcome to the Health and Care Terms and Conditions page. Here you will find information about our business, legal notices and our terms and conditions. By using this website, you accept the terms and conditions contained within these pages. If you do not agree to be bound by these terms and conditions, we politely request that you cease use of the site immediately.

Health and Care is owned and operated by Health and Care (UK) Limited at the website address www.healthandcare.co.uk.

Trading Address:

Health and Care
Unit 6, Union Court
Union Road
London
SW4 6JP

Registration Details:

Company name: Health and Care (UK) Limited
Company registration number: 08999815
Registered in England and Wales
Company registered address: Unit 6, Union Court, 20 - 22 Union Road, London, SW4 6JP

VAT Details:

Health and Care (UK) Limited is registered for VAT.

Health and Care (UK) Limited's VAT number is:

GB226381611

Contact Details:

General Email Address: helpdesk@healthandcare.co.uk
Customer Services Telephone UK: 020 7720 2266
Customer Services Telephone International: (+44) 20 7720 2266

Contacting Us

Our business hours are 09:00 to 17:00 GMT, Monday to Friday, excluding Bank Holidays. Please contact us by telephone on 020 7720 2266 or by email at helpdesk@healthandcare.co.uk.

We always aim to respond to customer emails within 1 working day.

Privacy Policy

We take our responsibility to respect and protect your personal data very seriously. Please view our Privacy Policy for full details.

Cookie Policy

We use cookies on our website to enhance your user experience and to assist us in improving our business and in turn our product and service offering to you. Please view our Cookie Policy for more details.

Purchasing From Us

By using our website and purchasing from us, you declare that you are 18 years of age or over. If you are not 18 years of age or older, we must declare that we are unable to sell a product to you.

Trade Associations:

Health and Care is a member of the Federation of Small Businesses. Contact details are available at www.fsb.org.uk.

ISO 9001:2015 Certification

Health and Care is an ISO 9001:2015 certified business with BSI, a UKAS accredited issuing body. Our ISO 9001:2015 certificate number is FS 593975.

Our Quality Policy is available upon request.

Pricing

All pricing displayed on the site is in UK Pounds Sterling (£) and is inclusive of Value Added Tax (VAT) at the current rate. Prices exclusive of VAT are displayed in brackets beneath the VAT inclusive price for ease of use and calculation.

All payments taken when processing your payment will be in UK Pounds Sterling (£). It is likely that your card issuer will automatically calculate the exchange rate for the transaction and may charge you extra fees when processing an overseas transaction.

Please note that UK Pounds Sterling (£) is a different currency to the Euro (€) and to the US Dollar ($). The UK Pounds Sterling (£) has a different exchange rate to the Euro (€) and the US Dollar ($).

Refunds

Refunds will be processed in UK Pounds Sterling (£). If purchasing outside of the UK or with a non UK issued card, due to fluctuations in exchange rate, the amount that you are refunded may differ from that initially charged. You therefore may be refunded a higher or lower amount in your own currency than you initially paid for the item due to currency fluctuations, as the refund will be processed at a different time to that of the purchase.

We do not charge a currency or exchange rate fee. Any fees will be levied against you by your own card issuer.

Faulty Product Recovery

Where you have received a product that is faulty upon arrival or subsequently develops a fault, we require the product back prior to us processing any repair, replacement or refund that you may be eligible for (the outcome being dependent upon our policies, and in line with the Consumer Rights Act 2015).

If you have received a product that is faulty or develops a fault, and in the unusual event that we replace that product by sending you a direct or similar replacement product prior to the return of the faulty product(s), we require the original faulty product(s) to be returned to us. We will collect the product(s) from you, free of charge.

Where we are unable to recover the product from you within 30 days of being made aware of the fault (for instance where our courier has attempted to collect the item from your address, but you were not in) we will invoice you for the full price of the product that we have been unable to recover.

The price we will invoice you is the price you paid for the product originally, or the current retail price of the product on our website, whichever is greater.

No reduction in price will be made to the invoice to take into consideration any fault – as we are unable to verify the fault, our assumption is that the product is not faulty. As you are in possession of product(s) that you have not paid for, the business will invoice you for those goods and you accept and acknowledge the business’s right to recover this amount.

Lost In Transit – Replacement Products

If you have not received a product that has been sent to the delivery address that you entered into our system at the point of order, and we have accepted that the item has been lost in transit, we will resend the item to the stated delivery address (or a different delivery address if provided by you and approved by us).

If subsequently, the product that had been lost in transit is delivered to you, you have a legal obligation to inform us of that delivery. We will then collect this product from you, free of charge.

Where we are unable to recover the product from you within 30 days of being made aware of the delivery (for instance where our courier has attempted to collect the item from your address, but you were not in) we will invoice you for the full price of the product that we have been unable to recover.

The price we will invoice you is the price you paid for the product originally, or the current retail price of the product on our website, whichever is greater.

No reduction in price will be made to the invoice to take into consideration any fault, packaging problem, damage etc. As you are in possession of product(s) that you have not paid for, the business will invoice you for those goods and you accept and acknowledge the business’s right to recover this amount.

In the event that your item is sent via a Royal Mail service, it is possible that it may take up to 14 days for your shipment to be delivered. Royal Mail do not class an item as lost until 14 days have elapsed and the item may still be delivered within this timeframe. We are therefore unable to re-dispatch or refund your order until the 14 days has passed.

Ordering From Us

When you place an order with Health and Care online by using the website and completing checkout on the site, we will send you an order acknowledgement by email to the email address that you have supplied in the checkout process. This email details the products that you have ordered from us and the price for each product. Attached to this email is an invoice in PDF format that can be printed off and retained for your records. We politely request that you check the confirmation email that is sent to you as we will dispatch the goods contained within your order and detailed in that email, that you have ordered (and are contained in the email), as soon as we can. Please inform us immediately if the goods do not match those that you intended to order. Our process is automatic and we do not manually check the items that are ordered. If a mistake has been made at the checkout, either with an incorrect item or incorrect multiple/quantity, it is highly likely that you have added this to your basket in error or multiple times.

We accept an order when we dispatch the goods to you. The point of dispatch is when the sales contract is made even if your payment has been processed immediately.

Health and Care reserve the right to cancel an order for any of the following reasons:

Where goods are unavailable.
Where there has been a product error, product description error, price error, or other information error.
If authorisation of your payment fails or is unavailable.
If you do not meet any of the age (minimum age requirements may apply on certain products) or eligibility requirements set out on the Health and Care website including within these terms and conditions.
For any other reason that we deem necessary and/or appropriate in the circumstances.

Availability of Products

Health and Care, its owner, agents and employees, accept no responsibility for losses suffered as a result of unavailability of a product. Where the site states that a product is in stock, this is subject to availability, and is not necessarily an accurate indication of our stock levels. All stock indicators on the site are approximate, and do not necessarily represent current stock levels.

All orders are subject to availability.

If there is a problem with availability of your order, we will contact you by telephone or email as soon as reasonably practicable.

If the goods that you have ordered are not available, we reserve the right to substitute goods of a similar specification and quality.

Images displayed on our website are, as far as possible, a fair and accurate representation of the products that we retail. Please note that the precise colour of or pattern on a product that we supply may differ slightly from that displayed on our website. This may be due to factors that include manufacturing variations and/or the image colour settings of the device you are viewing the website on.

Returns, Refunds and Cancellation rights

Our Returns and Refunds page provides details on returning the following items:

Products where the product is unsuitable, you have purchased the wrong product, it doesn't fit, or you no longer want the item (customer remorse).
Defective products, where the product is incorrectly sent, damaged by the carrier or defective in another way

Where products are unsuitable, you have purchased the wrong product, it doesn't fit, or you no longer want the item (customer remorse), our returns policy is valid for 30 days from the receipt of an item. You therefore have 30 days from the day after you receive your item from Health and Care to inform our Customer Care Team that you wish to return the item if it is unsuitable, you have purchased the wrong product, it doesn't fit, or you no longer want the item (this is known as customer remorse).

The cost of returning the unsuitable item is your responsibility.

Before returning any item, please fill in the the details on our returns page so that we can provide you with a returns authorisation number along with details of how to return your item. Alternatively you can contact us by email at helpdesk@healthandcare.co.uk or by phone on 020 7720 2266. We will then give you an authorisation number along with details of how to return your item.

When sending an item back to us, it is sent back at your risk until we receive it. We therefore recommend that you send the item back to us using a tracked service with adequate insurance or cover for loss and/or damage to the product. Please use adequate packaging to protect the product. You are responsible for the product until it arrives back with us.

Where products are defective, where the product is incorrectly sent, damaged by the carrier or defective in another way, please let us know as soon as possible and within 30 days of receiving your item.

Where we have been informed within 30 days of receipt that the item is defective, incorrectly sent, damaged by the carrier or defective in another way, we will provide you with a full refund, repair or exchange. We will refund your card or replace the item once we have received and processed your returned item. We will arrange to collect the item from you at our cost, or provide you with the details of how to return the items to us where we will bear the costs of carriage.

Before returning any item, please fill in the details on our returns page so that we can provide you with a returns authorisation number along with details of how to return your item.

Condition of products you are returning due to buyer remorse: If you are returning your product(s) due to the product(s) being unsuitable, you have purchased the wrong product, it doesn't fit, or you no longer want the item(s) (known as buyer remorse), the item(s) must be in the same condition you received them, with original packaging and all included literature, free from stains, free from smells (including tobacco), free from hair (human and/or animal), free from marks, free from damp, liquid or residue on the product itself, its packaging and its literature.

The calculation of the 30 days includes all days (working or otherwise) from Monday to Sunday. The 30 days begins to run depending upon when you receive your goods. Where goods are delivered in one delivery, the end of the 30 days period is 30 days after the day on which the goods came into your physical possession.

Where you have ordered multiple goods in one order but the goods are delivered on different days, the end of the 30 days period is 30 days after the day on which the last good came into your physical possession. Where you have ordered goods consisting of multiple parts delivered on different days, the end of the 30 days is 30 days after the day on which the last of the pieces came into your physical possession. Where you are receiving a regular delivery of goods during a defined period of more than one day, the period ends 30 days after the day on which the first of the goods came into your possession.

You must inform us of your wish to cancel within this period. If you declare that you would like to cancel your order outside of this 30 days period, you will be not be able to return your goods unless faulty.

Under normal circumstances, after your return has been authorised, you have 30 calendar days (30 days including weekends and national/bank holidays) to return your item to our returns address.

Alternatively, under The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 SI 2013/3134 you have the legal right to cancel your order up to 14 calendar days after the day on which you receive your goods (with the exception of any made to order items). You do not need to give us any reason for cancelling your contract nor will you have to pay any penalty. Please see further details below.

Should you wish to cancel your order, you can use the cancellation form provided at the end of these terms and conditions, or alternatively you can notify us in writing by any durable medium (for example letter sent by post, fax or e-mail). Alternatively, you can also download and print off our cancellation form here. Simply complete this form and return it to the address stated.

You cannot cancel your contract if the goods you have ordered are bespoke (i.e. made to order), newspapers or magazines or if you have taken any audio or video recording or computer software out of the sealed package in which it was delivered to you.

f you have received the goods before you cancel your contract then you must send the goods back to our contact address at your own cost and risk. If you cancel your contract but we have already processed the goods for delivery, you should not unpack the goods when they are received by you and you must send the goods back to us at our contact address at your own cost and risk as soon as possible.

Once you have notified us that you are cancelling your contract, and we have either received the goods back or, if earlier, receiving proof that you have sent the goods back. This applies to the timeframe for the purposes of a refund. In any event, we must receive the goods back prior to effecting any refund.

We may make a deduction from your refund for any loss in the value of the goods supplied if the loss is the result of unnecessary handling by you (for example using or wearing the goods prior to cancellation beyond what would have been possible if inspecting goods in a shop).

If you have accepted an item but it later develops a fault, we will repair or replace an item if you return it within 6 months, unless we can prove it was not faulty when you bought it.

We can ask you to prove an item was faulty when you bought it if you ask for a repair or replacement after 6 months.

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

By using this website and/or committing to a purchase on this website, or with Health and Care, you are agreeing that the terms and conditions of the sale are being presented to you in a form other than in paper form, and you agree that these terms and conditions are to be presented to you in this electronic form.

You also agree and accept that the model cancellation form has been provided and can be accessed by using the link below.

Consumers are legally entitled to a cooling off period (the time you take to cancel your contract) of 14 days, which we extend to 30 days.

Prior to the dispatch of your item(s), you are entitled to withdraw your offer at any time from the moment you submit your order until the moment the contract is concluded.

An exception to this contract conclusion occurs where personalised goods or customised goods are ordered. In this case, the customisation or personalisation will be confirmed prior to manufacture. At the point that the manufacture of such goods is initiated, the contract will be concluded.

The calculation of the 30 days includes all days (working or otherwise) from Monday to Friday.

The cancellation or cooling off period begins to run depending upon when you receive your goods.

Where goods are delivered in one delivery, the end of the cooling off period is 30 days after the day on which the goods came into your physical possession.

Where you have ordered multiple goods in one order but the goods are delivered on different days, the end of the cooling off period is 30 days after the day on which the last good came into your physical possession.

Where you have ordered goods consisting of multiple parts delivered on different days, the end of the cooling off period is 30 days after the day on which the last of the pieces came into your physical possession.

Where you are receiving a regular delivery of goods during a defined period of more than one day, the cooling off period ends 30 days after the day on which the first of the goods came into your possession.

You must inform us of your wish to cancel within this period. If you declare that you would like to cancel your order outside of this cooling off period, you will be not be able to return your goods.

Exercising your Right To Cancel

You must inform us of your wish to cancel by using a clear statement. You are able to convey your wish to cancel to us by using the following methods; send an email to helpdesk@healthandcare.co.uk, send a letter to Health and Care, Unit 6, Union Court, Union Road, London, SW4 6JP, or call our customer care team on 020 7720 2266.

You can use the model cancellation form below to inform us of your wish to cancel. Simply click on the "Cancellation Form" link below and this will open up a PDF document that you can complete and send back to us by post or scanned and emailed.

Cancellation Form

Losing Your Right To Cancel

You will lose your right to cancel where you fail to cancel the contract within the appropriate timescale as stated above, or where you fail to return the goods within the appropriate timescale following legitimate cancellation.

Returning Your Goods

Once you have exercised your right to cancel, you are under a duty to send back the goods to the following address:

Returns Department
Health and Care
Unit 6, Union Court
Union Road
London
SW4 6JP

You must not delay in returning your goods to us. In any event, you must send the goods back not later than 30 days after the day on which you inform us of your wish to cancel.

Return Costs

You will bear the costs of returning the item(s) to us if you are returning your product(s) due to the product(s) being unsuitable, you have purchased the wrong product, it doesn't fit, or you no longer want the item(s) (known as buyer remorse). No refund will be made of your return costs. As we do not charge for delivery on the outward leg of the delivery, we will not refund any postage costs as none have been incurred in the delivery of the item.

Where you have opted for an expedited delivery method, or a postage upgrade to a faster, paid service, this will not be refunded. Our standard delivery is free of charge.

Any costs associated with the return of your item(s) if you are returning your product(s) due to the product(s) being unsuitable, you have purchased the wrong product, it doesn't fit, or you no longer want the item(s) (known as buyer remorse) will be paid by you and will not be refunded.

Where large items have been ordered and you feel that it will be difficult in the circumstances to arrange for a delivery back to us, we may be able to offer a collection service to assist you. This is a paid service and is normally approximately £20. In order to utilise this service, please email or telephone us to agree the exact costs. These costs will not be refundable.

Returning oversized items by courier yourself depends on the weight and dimensions of the package, and can be costly. The maximum costs that you are likely to have to pay for the return of an oversized item is £100 if using an independent courier or pallet company.

Refunds

We will refund you without undue delay, but in any case no later than the end of 14 days after the day on which we received the goods back. If you supply us with evidence of having sent the goods back before we have received them, then we will refund you within 14 days from the day after the day on which we receive that evidence as long as we have received the returned goods back.

We will refund you any amount to be refunded onto the card or by the payment method that you used to place the order, unless expressly agreed otherwise.

Our Right To Compensation For Diminished Value of Goods

Please note that we have a right to recover an amount from you for a loss of value of the goods as a result of handling goods beyond what is necessary to establish the nature, characteristics and functioning of the goods. As a guide, you are able to handle the goods only to the same extent that you would be able to in a physical shop/store.

This compensation will be deducted from the amount that you initially paid for the goods. If this is not possible, this amount of compensation must be paid by you to us.

Exceptions to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

If goods are made specifically for you as a customer, personalised or made to your specifications or fit, Health and Care will not accept your request to exchange or to cancel your order.

Some of our products are excluded from this exchange policy for hygiene reasons (items deemed perishable that lose their entire value when opened due to the risk of contamination). These products include opened vape refills, Salitair, Salitair refills, DRI Sleeper Excel, Pain Doctor, products in our sexual health range and all bath lifts. This list is not exhaustive. As a general rule, toilet related, incontinence related and bath or shower related products are excluded from our exchange and refund policy. Also items that are designed to be used internally in the body, mouth or used by placing in the mouth, are excluded from our returns policy. Any item designed to be used with open or fresh wounds is also excluded from our returns policy and will not be returnable on grounds of hygiene.

Returns Authorisation

When informing Health and Care of your wish to return an item, it is advisable to obtain a returns authorisation number from Health and Care. Any goods that are returned without a returns authorisation number may take longer to process. This may delay the refund or exchange of the product. Please include your returns authorisation number on a small note or correspondence within the package of the returned item along with your address and a contact telephone number. Please also include the reason for returning the goods.

Refund

We will not refund any cost of returning the goods to us if you are returning your product(s) due to the product(s) being unsuitable, you have purchased the wrong product, it doesn't fit, or you no longer want the item(s) (known as buyer remorse). The cost of returning the goods will not be refunded. You must pay for all postage and packaging costs when returning goods to us.

If you fail to return the goods, or attempt to charge the cost of returning the goods to us, we will charge you the direct cost to us of the return of goods, even if we have already processed a refund for any reason. We will not charge you an administration charge.

If you cancel an order for any reason, you must return the goods to us. You must return the goods as soon as possible. If you do not return the goods within 30 days from the day of your cancellation, we will arrange for collection of the goods, and will charge you for the cost of this collection. If you do not make the goods available for collection within 30 days of your cancellation, or do not return the goods within 30 days of cancellation, you will be deemed to have repurchased the item. You will then fall outside of the Health and Care returns policy and will be unable to return the goods. In this respect, a new sales contract will be deemed to have been created and you will be charged for the goods purchased at the price that you initially purchased the goods at (if a refund has been processed) or not refunded if a refund has not been processed. Health and Care reserve the right to charge you the carriage costs of returning the item back to you.

We recommend that you return the goods by Royal Mail special delivery or insured delivery as Health and Care, its agents and/or representatives, do not accept liability for goods damaged or lost in transit from you to our headquarters. We always recommend that you obtain and keep a certificate or proof of posting. Goods are sent back to us at your own risk until we receive them. Goods that have gone missing or have become lost in the postal system before reaching us are not our responsibility. The contract that you have made when returning the goods is between you and the service provider that you have chosen to use. We are not a party to this contract of service and cannot therefore make a claim on your behalf. The burden of any loss of goods must be borne by you.

All returns should be sent to:

Health and Care,
Unit 6, Union Court,
Union Road,
London,
SW4 6JP.

Complaints

At Health and Care, all processes and procedures exist to ensure complete customer satisfaction. We always strive to ensure that everything runs smoothly with your order. However, if you feel that we have let you down and you would like to complain about an element of our service, a product, or anything that you feel has not met with your expectations, please click on this link to see our complaints procedure.

Our Legal Duty

We are under a legal duty to supply goods that are in conformity with the contract.

Payment

We will take payment upon receipt of your order from your credit or debit card. We accept no liability if a delivery is delayed because you did not give us the correct payment details. If it is not possible to obtain full payment for the goods from you, then we can refuse to process your order and/or suspend any further deliveries to you. This does not affect any other rights we may have.

Payment will be taken by credit or debit card, or by Paypal, at the time of ordering. Health and Care accept the following methods of payment: Visa, Visa Debit, Delta, Visa Electron, Mastercard, Maestro, Solo.

When you add a payment method to your Healthandcare.co.uk account, you will be asked to provide customary billing information such as name and billing address to Healthandcare.co.uk or its third-party payment processor(s). You must provide accurate, current, and complete information when adding a payment method. It is your obligation to keep your payment method(s) up-to-date at all times.

When you add a payment method during checkout, you will be asked if you would like to store your payment method in your account for future transactions. If you are logged into the website, checking the box associated with this request will automatically save that payment method to your Healthandcare.co.uk account so it can be used for future transactions.

You authorise Healthandcare.co.uk to store your payment method information and charge your payment method as outlined in these payments terms. If your payment method’s account information changes (e.g. card number, account number, expiration date) as a result of re-issuance or otherwise, we may acquire that information from our financial services partner(s) or your bank and update your payment method on file in your Healthandcare.co.uk account.

You are solely responsible for the accuracy and completeness of your payment method information. Healthandcare.co.uk is not responsible for any loss suffered by you as a result of incorrect payment method information provided by you.

RECURRING BILLING

Certain products and services may be purchased on a recurring or subscription billing basis. Where a recurring or subscription billing product or service is purchased, the product or service will be dispatched to you after payment has been taken from the payment method on file/on your account. Your account will be automatically charged prior to dispatch of the goods and/or services that are being provided on a recurring or subscription billing basis.

Details of the recurring/subscription billing cycles and product/service dispatch cycles (including the cost of the product or service and the frequency of the cycle such as weekly, monthly, half yearly, annually etc) will be detailed on the website page when you add the product or service to your basket. By purchasing said product or service, you are authorising Healthandcare.co.uk to charge your payment method on file/on your account.

If payment fails to be taken for any reason, Healthandcare.co.uk will make contact with you as soon as possible to advise you of the payment failure. No products or services will be dispatched until payment has been taken.

You may stop payment of a recurring/subscription billing cycle by notifying Healthandcare.co.uk orally or in writing at least three (3) business days before the scheduled date of payment. Healthandcare.co.uk may require you to provide written confirmation of a stop-payment instruction within fourteen (14) days of oral notification. If you fail to provide written confirmation within fourteen (14) days as requested, Healthandcare.co.uk is not obliged to honour your request to stop any future recurring/subscription payments.

In the event that products or services are dispatched by us in error following a payment failure or stop payment instruction, you must inform Healthandcare.co.uk of the shipping error. Healthandcare.co.uk will collect the product or services from you free of charge. Failure to make the products or services available for collection, in the same condition that you received them, within 30 days will result in an invoice being raised for the product(s) or services(s) at the current price on our website. You will be liable to pay that invoice in full without set-off.

Delivery

Delivery will take place by Royal Mail Post, DHL courier, UPS courier, DPD courier or any other courier or postal method deemed suitable for the weight, size and nature of the product. Delivery will take place as soon as is practicable, and in any event, we will strive to deliver your item(s) within 30 days.

Please note that over 95% of orders are dispatched the same day when ordered before 14:00, Monday to Friday.

Exchanges

In the event of you wishing to return the item(s) that you have purchased for an exchange, the same return period applies as above.

For the sake of clarity, you therefore have a total of 30 days from the date that you receive your item to inform us of your wish to return your item to exchange this item.

Where goods are delivered in one delivery, you can exchange your item(s) by letting us know up to 30 days after the day on which the goods came into your physical possession.

Where you have ordered multiple goods in one order but the goods are delivered on different days, you can exchange your item(s) by letting us know up to 30 days after the day on which the last good came into your physical possession.

Where you have ordered goods consisting of multiple parts delivered on different days, you can exchange your item(s) by letting us know up to 30 days after the day on which the last of the pieces came into your physical possession.

Where you are receiving a regular delivery of goods during a defined period of more than one day, you can exchange your item(s) by letting us know up to 30 days after the day on which the first of the goods came into your possession.

You must inform us of your wish to cancel within this period. If you declare that you would like to cancel your order outside of these periods, you will be not be able to exchange your goods.

You must inform Health and Care of your wish to exchange the item(s) by email, letter or telephone. If informing Health and Care by letter, the request to exchange is effective on the date of posting. If informing Health and Care by email, the request to exchange is deemed to have been conveyed when the email is sent. Health and Care ask that you keep a receipt of postage of your exchange request notice or a confirmation of sending an exchange request email.

If goods are made specifically for you as a customer, personalised or made to your specifications or fit, Health and Care will not accept your request to exchange or to cancel your order.

Some of our products are excluded from this exchange policy for hygiene reasons (items deemed perishable that lose their entire value when opened due to the risk of contamination). These products include vape refills, Salitair, Salitair refills, DRI Sleeper Excel, Pain Doctor, products in our Sexual range and all bath lifts. This list is not exhaustive. As a general rule, toilet related, incontinence related and bath or shower related products are excluded from our exchange and refund policy. Also items that are designed to be used internally in the body, mouth or used by placing in the mouth, are excluded from our returns policy. Any item designed to be used with open or fresh wounds is also excluded from our returns policy and will not be returnable on grounds of hygiene.

Please note, as with cancellations of your order, with exchanges we have a right to recover an amount from you for a loss of value of the goods as a result of handling goods beyond what is necessary to establish the nature, characteristics and functioning of the goods.

This compensation will be deducted from the amount that you initially paid for the goods. If this is not possible, this amount of compensation must be paid by you to us.

Where a balance is required to release the exchanged goods, we will contact you to take an extra payment or discuss whether you would like to continue with the exchange.

Faulty Item

If the item you received is faulty, please contact our customer care team either by email or on 020 7720 2266. Please state or include your order number, name address, product details and your reason for return on any correspondence or in any communication. Please also state whether you require a refund (if the item is faulty within 30 days of receipt and is reported to us in that timeframe) or a replacement for your faulty product. We will then explain to you the returns process. Refunds cannot be processed if the fault has been caused, created or is a result of your misuse.

Security of Payment

Our payment pages use 256-bit encryption enabled technology supplied to us by Thawte and ensures that information is kept private.

Delivery

Delivery of your product(s) will be made to the address that you provide in the 'address' field in the order process. Where details provided for the delivery address are supplied by you, and these details are incorrect or incomplete, Health and Care, its agents and/or representatives are not liable for any products that you do not receive. Further to this, we are not liable for any consequential losses resulting from non-delivery of your item(s).

We will deliver to the address that you have supplied to us for delivery. The delivery address will be confirmed to you by email immediately upon completing your purchase. This confirmation email will be sent to the email address that you have provided in the checkout process. We would always advise checking your spam or junk mail folder as some Health and Care emails may be filtered by your email service provider due to the "spam-heavy" content of our email address (helpdesk@healthandcare.co.uk). We will not be held responsible if an email has not been read that you have received in the spam folder. It is your duty to maintain your own email account. We cannot be held accountable if you have failed to check the details that we have sent to you but may not be in your usual inbox folder.

We have the ability to resend your order confirmation details if not received immediately. Please contact our Helpdesk if you wish the confirmation email to be resent to you.

If we have sent an item out to an address that you have provided and was stated in the confirmation email, but you failed to check this and inform Health and Care of your mistake, we will not refund your item. We will not offer an exchange of an item. We will not offer a credit note. We will not be held accountable for your error, nor will we offer you compensation.

Our order process provides the facility to specify a delivery address different to your billing address. This allows you to arrange for delivery of goods to friends, family or a workplace.

The delivery address does not therefore need to be the same as the address that your debit or credit card is registered.

Delivery in most instances is made by Royal Mail or courier delivery. For larger items or valuable items, a courier, signed for or Royal Mail Special Delivery may be used.

In the event of a parcel going missing, we cannot send out a replacement item, or offer a full refund until a claim has been accepted and processed by Royal Mail or our chosen courier. In the event of a parcel going missing, the time for a full claim to be processed is usually 21 days, although this may be longer.

In the event of damage or breakage, Health and Care may ask you to provide a detailed report and supply images for the purpose of making a claim.

Health and Care accept no responsibility where proof of delivery has indicated that a 'you were out' card has been left by the Royal Mail (or similar) and you have subsequently not picked up the item.

Normal Working Hours

The Health and Care offices are open between the hours of 9.00am to 5.00pm GMT, Monday to Friday (excluding bank holidays).

Service Access

While we endeavour to ensure that this Website is normally available 24 hours a day, we will not be liable if for any reason this Website is unavailable at any time or for any period, and we will not be liable if you cannot reach our sales, customer care or information team by telephone or email.

Access to this Website may be suspended temporarily and without notice in the case of system failure, maintenance, repair or for any reasons that may be outside the control of any Health and Care agent and/or representative.

Overseas Access

All content on the Health and Care website is intended to meet United Kingdom guidelines. We cannot and will not promise that materials available and viewable on our website outside of the United Kingdom, or available to purchase outside of the United Kingdom, are appropriate within a territory outside of the United Kingdom. You are prohibited from accessing this website where viewing information or obtaining such products is illegal or unlawful.

If you do choose to access information, images and content on this website, you do so at your own risk and you are fully responsible for your compliance with local laws and regulations.

General

You may not assign, sub-licence or otherwise transfer any of your rights under these Terms.

If any provision of these terms and conditions is found by any court of competent jurisdiction to be invalid, the invalidity of that provision will not affect the validity of the remaining provisions. These remaining provisions shall continue to have full force and effect.

Only parties to these terms and conditions may seek to enforce them. Nothing in these terms and conditions is intended as granting persons who are not parties to these terms and/or contractual provisions, any rights under the Contracts (Rights of Third Parties) Act 1999.

Installation

Some products sold by Health and Care will require installation at your premises. We advise that you do not schedule installation works until you have received, inspected and assessed your goods for suitability. Where installation is necessary, we advice you to use a trained, qualified professional with accreditation and authority to carry out the works to all legal, moral and regulatory standards.

Jurisdiction

The jurisdiction for any claims, actions or legal processes is the United Kingdom in United Kingdom courts. The law that governs this contract is that of the United Kingdom.

WEEE Regulations

The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment. The regulations also mean that suppliers of equipment like high street shops and internet retailers must allow consumers to return their waste equipment free of charge.

Health and Care is obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us.

For example, if a customer bought a new electronic cigarette from us we would accept their old electronic cigarette and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.

Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol.

Unwanted electrical equipment is the UK's fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle, electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination - harming wildlife and also human health.

To remind you that old electrical equipment can be recycled, it is now marked with a crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with the crossed out wheeled bin symbol) in your bin.

Free Gifts

Health and Care may offer a free gift from time to time with purchases over a certain amount. Where the promotion is for orders over £60, this should be construed as meaning that orders of the value £60.01 and over will qualify for a free gift. Orders of £60.00 or under will not be eligible for a promotional gift. Promotions on the website www.healthandcare.co.uk are entirely at the discretion of Health and Care, and may be withdrawn or denied for any reason. Health and Care may refuse to offer or send a free gift at their discretion where they feel that the promotion is being abused or the good faith of Health and Care is otherwise being manipulated or abused.

Where a purchase of £60.01 or over has been made, and a free gift issued/sent, and subsequently the order is cancelled or returned, either in its entirety or partially, where the value of the non-returned or non-refunded item drops below £60.01, you must return the free gift in order to receive a full refund. Health and Care reserve the right to deduct the value of the free gift (its selling price on www.healthandcare.co.uk at the time of purchasing the goods entitling you to the free gift) from the refundable amount. Free gifts are only available while stocks last. Health and Care may choose at their discretion to send out a similar free gift to that advertised. This choice remains at the discretion of Health and Care at all times, but Health and Care will send out the advertised free gift whenever this is available.

Contact From 3rd Parties

Please view our Privacy Policy for more details.

Overseas Delivery (Europe and Worldwide)

Selected Health and Care products are available for overseas delivery.

Please note that the normal delivery time for orders placed online is 2 to 5 working days normally by UPS courier.

Payment from Overseas

Please note that your card payment will be processed in GBP Sterling and your receipt will show GBP Sterling prices. If your card is held in a different currency, your card issuer will charge you the currency exchange rate applicable that day. The exact exchange rate at the time of ordering should be displayed on your bank statement.

Refunds to Overseas Cards

Please note that any refund will be made in GBP Sterling (our trading currency) and your card issuer will refund you using the Exchange Rate that is in use for that day and this could be different to the original rate that you were charged when making your payment. Your card issuer may also levy a currency conversion charge and/or a transaction fee, and this may not be reversed in the event of any refund or order cancellation. This means that your refund could be slightly more or less than you have originally paid and we cannot and will not be held responsible nor accountable for this difference.

Discounts And Special Offers

Where you have purchased an item or items under a special offer (eg Save 10% when you purchase 2 or more of this product), the discount will be applied to the basket at the checkout procedure, and will be applicable where you purchase and keep the products that enable you to qualify for the discount.

If you return a product to us for a refund that was part of the discount or special offer, but retain other qualifying products, we will refund the amount of the item that you have returned minus the amount that you saved by qualifying for the discount on the product.

For clarity, here is a worked example. If you purchase two items for £30 each, qualifying you for a discount of 10% when you order two or more of these products, a £6 discount will be applied at the checkout (total order value of £60, 10% of which is a £6 saving). You will therefore pay £54. If you were to return one of those items for a refund, we will refund you £24 as you will now no longer qualify for the discount as you have returned one of the products for a refund. In effect, you have purchased and retained only one product, of which the normal buy price is £30. We will refund £24 to you (£54 initial purchase price minus the £30 cost of purchasing a single product, that you have retained). You will therefore be refunded the amount that corresponds with only purchasing one product and therefore not qualifying for the discount.

Where products are returned for a refund, or for an exchange to a non-qualifying product, you will no longer be eligible for the discount or special offer and we will only refund or exchange to the value that puts you back into the position that you would have been in had you not initially purchased the number of qualifying products, or type of qualifying products, to obtain a discount or offer.

Where a free gift is provided when purchasing a qualifying product, or qualifying products (where a multiple purchase is required to qualify for the free gift), and that product or those products are returned for a refund or exchanged to a non-qualifying product, the free gift must be returned along with the qualifying product(s) and cannot be retained as the free gift is provided pursuant to and reliant upon you purchasing the qualifying product(s) and retaining the aforementioned qualifying product(s). Where you do not return the free gift, we reserve the right to charge you or withhold from the refund of the returned item the price of the item that constitutes the free gift. Where the free gift is priced on our website, we will deduct or charge the price of the item as appearing on our website. Where no price is quoted on our website for the item constituting the free gift, we will use the recommended retail price (RRP) of the product.

Negotiation Towards A Sale

For the purposes of using our site, when you place a product or service in your basket and begin the checkout process by filling in your email address, this is considered to be a negotiation towards a sale, and you are permitting Health and Care to collect this information and use this email address to send you a reminder email about your abandoned purchase if you do not complete the transaction, and marketing emails about our products and services.

All emails can be unsubscribed from by using the unsubscribe links on the emails that you receive, and/or unsubscribing by logging into your account and opting out of future communications from Health and Care. Alternatively you can email us at news@healthandcare.co.uk with the subject line "Unsubscribe".

We consider email addresses collected at this stage to be input by the owner of the email address. We take this information bona fide in good faith. If you are not the owner of the email address that you have entered, please do not input the email address into the email address field.

Business To Business Transactions

This is an exclusion clause:

Health and Care limits its liability in business to business transactions wholly and entirely as the law permits, including the limitation of liability for loss of profits and for any indirect or consequential losses that may be incurred by the purchaser other than Health and Care.

Health and Care limits its liability in terms of loss of profit, loss of revenue, repair costs, maintenance costs, removal costs, collection costs, installation costs, works costs, labour, transportation, freight, postage, collection, delivery and any other costs whether directly or indirectly incurred by the wronged party.

Pro-Forma Invoices

In the event that a pro-forma invoice is required, Health and Care reserves the right, in the absence of full details from the customer, to raise a pro-forma invoice on the assumption of a standard mainland UK delivery address only, and may levy a delivery charge if it later transpires that delivery is to a non UK delivery address, highland, island, in any other way overseas, non UK mainland or restricted with special delivery requirement.

Forwarding Your Details On To Third Parties In Exceptional Circumstances

Health and Care may, in exceptional circumstances, forward customer contact details including name, email address, telephone number and postal address to third parties to ensure the safety of our customers. These circumstances include, but are not limited to, the actioning of a product recall.

For full details of our how we manage your data, please view our Privacy Policy.

Age Verification and Identity Verification

You consent that the information you provide to us via the website or otherwise may be disclosed to a credit reference agency for the purpose of verifying identity and that the credit reference agency may keep a record of that information. This measure is necessary in order to ensure that we do not send age restricted items to persons under the age of 18, and may be used as part of our ongoing commitment to maintain a high level of security and fraud prevention.

In particular:

A search will be carried out with a credit reference agency for the purposes of verifying your identity
The credit reference agency may check the details you supply against any particulars on any database (public or otherwise) to which the credit reference agency have access in order to verify your identity.
The credit reference agency will retain a record of the search.

Once we have age verified you successfully, we will record the successful age verification on your account so that your future orders are not delayed by a repeated age verification procedure.

If you have an existing user account, we will add this age verified status to your user profile.

If you do not already have an account with us (as you have checked out as a guest), we will create a user account for you and mark this account as age verified. You will receive an account creation email when we do this.

Free OK Vape Products

Free OK Vape Starter Kits are limited to one OK Vape Starter Kit per customer and household, across all redemption or receiving methods including coupon codes, voucher codes, free giveaways and any other method.

Where a customer has received an OK Vape Starter Kit free of charge as an introduction to the product, they are not able to redeem a free OK Vape Starter Kit via a voucher redemption method, and vice versa.

If voucher redemption is attempted by entering the voucher code at checkout, Health and Care reserves the right not to send the free OK Vape Starter Kit to a customer or household where we have records that, or believe that, the customer has already received a free OK Vape Starter Kit from Health and Care or an associated business.

Health and Care reserves the right to refuse to send out a free OK Vape Starter Kit in its absolute discretion, for any reason.