Delivery and returns

Delivery

Delivery within the UK

We offer a standard UK delivery charge of £3.99 on orders under £40.

For orders over £40 (excluding donations) we offer free delivery.

Orders over £50 will automatically be sent via courier and a tracking code will be emailed to you.

Delivery timescales will vary depending on the availability of products and your address, but we will aim to deliver your order within 3-5 working days of the date on which we accept your order.

Your delivery address can be different to your home billing address, so you can arrange for your order to be sent to your workplace or a neighbour who you know is in during the daytime. If the delivery person cannot deliver your order because no one is in, a card will usually be left giving instructions on how to arrange redelivery.

We do not ship to Jersey or Guernsey; these locations are classed as outside of the UK and orders placed to these destinations will be automatically refunded within 10 working days.

Delivery outside the UK

We are currently unable to deliver outside of the UK, this includes the channel islands.

Delivery enquiries & missing orders

Tracking will be provided with all order over £50 and dispatch updates on all other orders. If your order appears to be delayed then our team are happy to help and provide an update. Please get in touch with our team on 01254 277856 (Monday-Friday, 9am-5pm) or online contact form. In the event of an order being lost in the post, we will be happy re-send your order 10-working days after the order was placed.

Cancellations

Orders are usually picked and packed the following morning so to avoid the need to return the goods we advise that you call our customer care team as soon as possible on 01254 277856 (Monday-Friday, 9am-5pm). During peak times orders may also be picked and dispatched over the weekend and may not be possible to cancel.

Returns

We hope you are completely happy with your purchase, but if not, you may return some or all of the products in your order for replacement or refund within 30 days of receiving your order.

If you do decide to return part or all of your order, simply use our online returns form or get in touch via phone on 01254 277856 (Monday-Friday, 9am-5pm).

Please let us know what you would like to do with your return, either a refund or a replacement.

For returns under £50

  • Once a return is approved, we will send you an email with a returns code.
  • Please package the item securely.
  • Once you've received your returns code from us, take the package to an Evri Parcel Shop for return. With 7,000 parcel shops in the UK, you are sure to have one close by. Use this link to find one near you.
  • In the rare event you don't have a location close to you, we will be able to assist you with an alternative.

Once we have received your return, we will either refund you using the same method you paid with, send your replacement order, or contact you for more information.

If you have not received confirmation that your replacement has been processed within 10-working days please get in touch with our team on 01254 277856 (Monday-Friday, 9am-5pm) or online contact form.

For returns over £50 

  • If your total return totals £50 or greater your order will be eligible for our tracked returns service.
  • Please seal the package securely and include a note with your name and order number inside.
  • Our customer care team will be able to offer you a collection day of your choice, Monday-Friday, 9am-6pm and provide you with 3-hour pickup slot. No returns label is required.
  • The majority of our courier returns are collected by Parcelforce. If your goods contain a high lithium content (i.e defibrillators or batteries) a separate Fedex service will be required and a label will need to be applied to the package. Our team will advise you on this on an individual basis. 

Once we have received your return, we will either refund you using the same method you paid with, send your replacement order or contact you for more information.

If you have not received confirmation that your replacement has been processed within 10-working days please get in touch with our team on 01254 277856 (Monday-Friday, 9am-5pm) or online contact form.

Returns for refunds

You are entitled to a full refund for up to a maximum of 30 days after you have received your order.

Once you have returned all or part of your order for a refund, we will process your refund within 10 working days of receiving your returned order.

The refund will be processed using the same payment method used when placing your order.

Returns for replacements

You are entitled to a replacement product up to a maximum of 30 working days after you have received your order if, for example, the product you ordered arrived damaged or was the wrong size.

Once you have returned all or part of your order for a replacement, we will process your replacement within 10 working days of receiving your returned order.

If your replacement order is of a higher value than your returned order, we will contact you to take additional payment. If your replacement order is of a lower value than your returned order, we will process a refund of the difference.

Additional terms

We do not refund postage and packing costs unless the item is damaged or faulty. We reserve the right to refuse a refund or replacement on unwanted items that have clearly been worn, laundered, used, or are not returned in a resalable condition. This does not affect your statutory rights.

In the case of unwanted items, products must be returned in their original packaging in an unused condition.

Details of products such as defibrillator consumables are recorded at the point of dispatch. Any discrepancies in the returned products may result in rejection and additional charge to return the incorrect item.

If your item is physically damaged, we may be able to offer the option for you to provide photographs of the damage and dispose of the goods rather than returning the goods (excluding health monitoring and defibrillator products).

Some items such as travel tickets and personalised items are non-refundable.

Get in touch

Our team are happy to help. Please get in touch with our team on 01254 277856 (Monday-Friday, 9am-5pm) or online contact form.