We hope you will be happy with any items you've ordered from us, but if you're not entirely satisfied, you'll find details of our returns policy below.
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations give you 14 calendar days from the date you received or collected your complete order to notify us of items you are not completely happy with. We must receive any item you return to us within 14 calendar days of your notification to us of your intention to return the item(s). Orders cancelled under these Regulations are entitled to a refund of any standard postage paid for the delivery of your order, but you are responsible for any postage incurred in returning the items you wish to cancel to us. Unfortunately, we do not refund postage on return of part orders.
Items must be returned in the condition you received them, which includes keeping any hygiene seals in place. You will lose your right to return an item if you unseal a product that needs to be sealed for health or hygiene reasons. Please be aware that this applies particularly to (but not exclusively to) mattresses, bathing equipment (bath lifts, shower seats, etc.) and incontinence items.
The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations give us the right to reduce the amount of refund that you receive, in the event that non faulty items being returned are damaged or used in any way. The amount which we might reduce your refund by will be dependent on the decrease in value of your use of the item. You should note that should your use mean that your items cannot be resold, this reduction may be 100%.
Once we receive notice from you that you wish to cancel your order we will refund the purchase price for that item together with the packing and postage / delivery charge you paid to us for that item (if any). If you paid for one of the special delivery options such as Next Day Delivery we will only refund the basic delivery charge that would have been payable for that item. You will have to pay the cost of returning the item to us.
If you wish to cancel an item after the cooling off period, provided you return the item to us within 14 days of the end of the cooling off period and in re-sellable condition we will refund the purchase price you paid for that item. We will not refund the packing and postage / delivery charge you paid to us for that item and you will have to pay the cost of returning the item to us.
Please note, Betterlife Partners have their own terms of business and procedures for exercising cancellation rights. If you purchase an item or service from a Betterlife Partner, you should check your rights before placing your order.
Damaged and Faulty Items
If any item we have supplied is damaged on receipt or, within 6 months of supply, develops a fault, we will ask you to return the item to us for inspection. We will then replace or repair the item free of charge or refund the price you paid for it together with any packing and postage / delivery charges you paid to us for delivery of that item. If you paid for one of the special delivery options such as Next Day Delivery we will only refund the basic delivery charge that would have been payable for that item. You may have additional manufacturers' warranties with some products such as electrical items giving you additional rights and you should check these carefully.
How to return items
Damaged and faulty items. To return a damaged or faulty item you must follow the instructions on the Shipment Note included in the delivery. For small damaged and faulty items that you return to us we will provide a freepost address which will be of no cost to you.. For large, extra large or high value items we will normally offer to collect them from you again at Betterlifehealthcare Ltd cost.
Cancelled items. To return an item you wish to cancel you must follow the instructions on the Shipment Note included in the delivery. You may return the items to us by your own preferred method. However, if you require us to collect the item, the following charges will apply:
DETAILS OF ORDER
PACKING, POSTAGE / DELIVERY CHARGE
Small items i.e. totaling up 2kg in weight
Please return via post. Collection service not available
Large items up 25kg
Courier Collection Service
Extra large items over 25kg
Betterlife Own Transport Collection
Courier Collection Service
£79.00 per item, additional items will be subject to a £30.00 surcharge †
(England, Wales and Scotland)
(**all Bed collections for England, Wales and Scotland return is £110)
(Republic of Ireland, Isle of Man, Jersey and Guernsey, Isle of Wight)
* if you arrange a COURIER collection but there is nobody at the address who can hand over the delivery on the date agreed, you will be charged a re-collection charge of [£10.00]
† if you arrange for a Betterlife Own Transport collection but there is nobody at the address who can hand over the delivery on the date agreed, you will be charged the full amount to reschedule this collection.
HEALTH AND SAFETY WARNING
Electrical products sold on this website are deigned for use in the UK and, if fitted with a plug, it will be a UK plug. They may not be suitable for use in other countries and you should check with the manufacturer before using them outside the UK.
You should read the instructions that come with the packaging before using the product and observe any specific warnings given by the manufacturer.
Medical electrical products
Not all medical electrical products are suitable for all medical ailments and, occasionally, their use may interfere with any treatment you are receiving or aggravate a condition. You should check with your GP or occupational therapist before using any medical electrical product.