Shipping And Returns

Installation

Glebe Healthcare offer three delivery options:-

• Shipping without installation
• Customer collect
• Delivery and installation.

Warranty

We offer a 1 year return to base warranty (unless otherwise stated). For items covered by a Parts & Labour warranty an engineer will normally be with you on the next working day after notifying us of a problem with the equipment. However we do offer a chargeable emergency call out service which operates 24 hours per day / 365 days per year, where practical, with costs starting from £30.

Faulty goods will be replaced free of charge under warranty.

Any failure due to damage, misuse or incorrect installation by anyone other than Glebe personnel or their authorised agents will not be covered by warranty.

Delivery

Every order is dealt with usually within an hour of the order being placed. We dispatch goods with UK Mail's next working day delivery service. Some items may be shipped to you direct from the manufacturer when this is the fastest option available to us. In the event of a back order from our suppliers, we will immediately contact you to discuss your options. If you have not heard from us within ten working days of ordering, please email moc.erachtlaehebelg@seiriuqnebew .

Handling, Carriage and Packaging

Our aim is to minimise shipping costs whilst ensuring that our customers receive their goods as quickly as possible. As a result, carriage is charged on all items costing less than £250 (excl. VAT) and these costs are made clear at the time of ordering. All items over £250 (excl. VAT)* are shipped free of charge and all orders over £300 (excl VAT), regardless of how many items are in the order, are shipped free of charge.

The Indicative Shipping Cost (where shown) assumes that only that specific item will be ordered. It is possible that overall shipping costs will be capped, reduced or waived for an order containing multiple items.

Our customers are welcome to visit our premises to collect their order at no cost.

For larger and more specialist items such as scooters, beds and hoists, we strongly recommend our delivery and installation service. A trained engineer will deliver, install and demonstrate your equipment at a time convenient to you. All packaging will be removed and recycled. You can then rest assured that your new equipment has been correctly assembled in accordance with the manufacturers' instructions and the full warranty will apply.

*excluding some items from certain manufacturers who apply unavoidable additional carriage charges

Delivery and Installation Costs

The costs for delivery and installation are shown below by county:

Cancellations

No notice of cancellation of an order will be valid unless given in writing and agreed to by an authorized representative of the Company. If written notice of cancellation is received by the Company, we reserve the right to levy a cancellation charge of up to 50% of the value of the order. If the Contract allows for delivery in instalments, each instalment will be deemed to be the subject of a separate contract and non-delivery or delay in the delivery of any instalment shall not entitle the customer to repudiate the contract as regards the balance.

Notice of Damage, Non Delivery or Wrong Delivery

If, on delivery, the goods appear damaged or incomplete, please indicate on the carrier's documentation and notify the Company within 3 days of delivery. If in doubt, please sign the carrier's documentation as "unexamined".

In the event of goods being wrongly delivered, please notify the Company and we will arrange collection. Returned goods must be suitably packaged for transportation by a carrier. Goods received without suitable packaging may not be credited. Where the Company has made an error, full credit will be issued on returned goods, in good condition.

In the event of a refused delivery we reserve the right to make a carriage charge plus 10% handling charge on all consignments for a delivery which is refused without justification.

Passing of Title

The legal title to the Goods shall not pass to the Customer until all sums payable by the Customer to the Company have been received.

Returns

You may return goods brought from us within 14 days of receipt for a full refund. If the item is faulty or not as described, we will arrange details of the return and provide you with a reference code then you will be given a full refund upon receipt of the goods, or an exchange credit if within 28 days.

If the item has been incorrectly ordered, the return will be subject to either a £20 charge, or a 20% re-stocking fee (whichever is greater) in addition to any carriage charges to cover our costs. Products such as toileting and incontinence items may not be returned due to hygiene reasons. Special order (non regular stock) and made-to-measure products cannot be returned - please check before ordering if you are unsure about this.

Please ensure that you do not mis-order an item, because if this is the case, we retain the right NOT to issue any kind of refund, except where we can accept it back into stock in perfect, as new condition in original packaging.If a product has been ordered by mistake, please ensure you contact us BEFORE opening the packaging. Products that are made to measure (eg. mattresses, cushions, chairs) and those returned in less than A1 re-sellable condition in original, un-opened packaging may be subject to a re-stocking fee of up to 100% of the original selling price, plus any shipping costs involved.

However, we do our utmost to ensure that once we have received a returned item and find that it is suitable for re-selling, this fee will be limited to between 20% and 50% of the original purchase price (dependant on type and condition of item).

If you are a commercial customer or are not based in the UK returns for reasons other than damage in transit or faults may not be possible - please check with us to confirm.

None of the above affects your statutory rights.

Glebe Healthcare complies with the Consumer Protection Distance Selling Regulations 2000.