Terms and Conditions

General Terms & Conditions of Sale
These General Terms and Conditions of Sale apply to any order you place through www.prestigehealthcare.co.uk as a consumer. You must read these General Terms and Conditions of Sale carefully. By placing an order through the Website, you confirm that you have read, understood and agree to these General Terms and Conditions of Sale in their entirety.
If you do not agree to these General Terms and Conditions of Sale in their entirety, you must not order any product or service through the Website.
Should you have any questions on our terms and conditions as detailed below please contact our Customer Service Department, info@shop.prestigehealthcare.co.uk or Tel: 0208 364 8800 (9:30am – 5.00pm weekdays, excluding Bank Holidays).

Acceptance of your order
Please note that completion of the online checkout process does not constitute our acceptance of your offer to purchase products from us. Our acceptance of your order will take place only when we dispatch the product(s) that you ordered from us.
We will notify you by email as soon as possible to acknowledge that we have received and are processing your order.
Prices shown are for delivery only to specified UK destinations. We reserve the right to change prices without prior notice at any time. Prices charged will be those in force at the date of the Customer’s order.
Value Added Tax
VAT will be charged at the prevailing rate on all applicable products. Our website prices are shown as both excluding VAT (where applicable) and including VAT.
Members of the public with chronic illness or disability may be subject to VAT exemption. Exemption claims can be declared on the shopping basket and check out page of our website or in writing if placing your order via post. Please contact our Customer Service Department (Tel: 0208 364 8800) for further information. Claims for VAT exemption cannot be taken over the telephone. We regret VAT cannot be credited at a later date if the required VAT exemption declaration is not received at time of ordering.

During the checkout process, you will be asked to enter your payment details. By completing your payment details you confirm that the credit or debit card being used is yours. All fields indicated as compulsory must be completed. All card payments are subject to authorization by your card issuer. Payment must be made at time of ordering by credit/debit card or PayPal.

Goods contained on this website are offered subject to availability.
Delivery will be to the UK address specified in your order. If no one is available at a residential address at the time of delivery, a note will be left to advise whether your order has been left in a safe place e.g. with a neighbor, or returned to depot.
For orders placed with a value below £40 excluding VAT, we make a Standard Delivery Cost of £2.95 for each order (but see note below). Free delivery applies when you spend £40 (exclusive of VAT) or more online in a single order delivered to a single UK address (see note below).
Please note: Some postal addresses in Northern Ireland, some offshore islands and some remote areas of Great Britain are not covered by our Standard Delivery Cost or Free Delivery.  We may be able to arrange delivery to such areas at an additional carriage cost.
Under normal circumstances all goods on your order will be dispatched in full within 48 hours. If an item is out of stock we will advise you by email or phone and endeavor to supply the item as soon as possible. Alternatively, we may supply a near equivalent item or ask you to re-order. All risk in the products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the delivery address specified in your order.

Notice of Damage, Defect, Non Delivery, or Incorrect Delivery
You should check all products you receive against your order. If the products you receive are damaged or incorrectly supplied on delivery then you must inform us (by phone or email) within 7 days of your delivery quoting your customer number and the delivery note number. Email info@shop.prestigehealthcare.co.uk. (Tel: 0208 364 8800 10.30am – 5.00pm weekdays, excluding Bank Holidays). We reserve the right to inspect any product reported as faulty before refund or replacement.

Your right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013) (“CCR”) you have a right to cancel all or part of your contract at any time up to 14 days after the day on which you receive the goods, without giving any reason.
To exercise the right to cancel you must inform us, within the cancellation period, of your decision to cancel this contract by Email info@shop.prestigehealthcare.co.uk

In addition, we cannot accept the return of certain items for hygiene reasons, e.g. toileting aids if they have been used/the seal has been broken.

In the event of a cancellation Prestige Healthcare will, unless you choose to return yourself, arrange collection of the goods within 14 days of cancellation. You will have to bear the direct cost of returning the goods. For parcels collected by NRS Healthcare for return; the cost of returning the item will typically be £8 + VAT per carton. For the return of large items delivered on a pallet the return cost would typically be £45 + VAT. We are able to provide freepost labels for the return of smaller items; the cost of this is typically £3.50 + VAT. Goods should be returned complete and in original product packaging.
If you choose to return any products to us, you must do so within 14 days of notifying Prestige Healthcare of cancellation. We will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service (i.e. tracked and insured). If products returned directly by you are lost or damaged in transit, we reserve the right not to refund any amounts attributable to such loss or damage. If you are returning items we must be notified before return. The address of the distribution centre for returns is:
5-7 Church Hill Road, East Barnet Village, Herts, London, EN4 8SY
On receipt of returned goods, Prestige Healthcare will reimburse you within 14 days. Any paid delivery charge will be included in your refund. Please note the delivery charge refund will be to the value of Standard Delivery Cost (any additional delivery costs paid for eg. Urgent delivery will not be refunded). You must take reasonable care of the goods while in your possession and we reserve the right to reduce the value of the refund if returned goods show evidence of use beyond the handling necessary to see whether the goods are as expected.
Any refunds given by us will be made to the debit/credit card account or PayPal Account (as applicable) provided when you place your order. We may need to contact you for your credit card details in order to make the refund.
Where we deliver products to a third party in accordance with your order, you will only be able to exercise this cancellation right if you can arrange for us to collect the goods (or return the goods to us).
This is not intended to be a full statement of all your rights under the CCR. Full details of your rights under the CCR are available in the UK from your local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.
Product descriptions
We have taken reasonable precautions to try to ensure that prices quoted on the Website are correct and that all products have been fairly described. However, when ordering products through the Website, please note that:

  • orders will only be accepted if there are no material errors in the description of the goods or services or their prices as advertised on this Website;
  • all prices are displayed in pounds Sterling
  • packaging may vary from that shown on the Website;
  • whilst we try to display the colours of our products accurately on the Website, the actual colours you see will depend on your monitor and we cannot guarantee that your monitor’s display of any colour will accurately reflect the colour of the product on delivery
  • all items are subject to availability. We will inform you as soon as possible if the product(s) or service(s) you have ordered are not available and we may offer alternative product(s) or service(s) of equal or higher quality and value. Any alternative products supplied will be covered by the same Right to Cancel as above.

Product Guarantees
A standard 12 month guarantee (from the date of delivery) applies to all products with the exception of consumables, and disposable and limited life products.
Any products we supply to you will be of satisfactory quality when delivered and when used for purposes for which the goods of that type are ordinarily used (in accordance with User Instructions where supplied).  The company will not be liable for any defect in the Goods arising from fair wear and tear, willful damage, accident, negligence or use other than that intended.
If any goods do not conform to that warranty and where we are notified within 12 months of the delivery date, the company will, at its option, either replace goods found not to conform to the warranty, or bring goods into merchantable quality, or take back the goods found not to conform to the warranty and refund the appropriate part of the purchase price. We reserve the right to inspect the product before refund or replacement.
Goods will only be collected from the delivery address.
You have certain rights as a consumer, including legal rights relating to faulty or misdescribed goods. For further information about your legal rights in the UK, contact your local authority Trading Standards Department or Citizen’s Advice Bureau. Nothing in these General Terms and Conditions will affect these legal rights and, in particular, we will perform our obligations under these General Terms and Conditions with reasonable care and skill.

Customer Care
For the purposes of internal training we will from time to time monitor and record customer telephone communications. Confidentiality for our customers is assured at all times.
Should the customer wish to formally complain, they should write to the Customer Service Manager by Email info@shop.prestigehealthcare.co.uk . The complaint will be promptly acknowledged and should the complaint not be resolved within five working days the company will provide regular feedback until full resolution.

There are certain liabilities which we cannot exclude by law and nothing in these General Terms and Conditions limits our liability for personal injury or death caused by our negligence or for fraud.

We are only responsible for losses that are a natural, foreseeable consequence of our breach of these General Terms and Conditions. We will not be liable to you if we are prevented or delayed from complying with our obligations under these General Terms and Conditions by anything you (or anyone acting on your behalf) does or fails to do.

You must follow any advice we give you to keep products we supply to you safe (including any instructions or product manuals provided with the products). We cannot accept liability for damage to products we have supplied which is caused by your failure to follow this advice.

Assignment, waiver and third party rights
We may update or amend these General Terms and Conditions of Sale from time to time to comply with law or to meet our changing business requirements without notice to you. Any updates or amendments will be posted on the Website.

You may not assign or sub-contract any of your rights or obligations under these General Terms and Conditions of Sale to any third party unless we agree in writing.
If any of these General Terms and Conditions of Sale are found to be illegal, invalid or unenforceable by any court of competent jurisdiction, the rest of these General Terms and Conditions of Sale shall remain in full force and effect.

Only you and we shall be entitled to enforce these Terms of Sale. No third party shall be entitled to enforce any of these Terms of Sale, whether by virtue of the Contracts (Rights of Third Parties) Act 1999 or otherwise.

These General Terms and Conditions of Sale are governed by the laws of England and Wales.  We will try to solve any disagreements quickly and efficiently. If you are not happy with the way we deal with any disagreement and you want to take court proceedings you must do this within the United Kingdom.