Returns

Delivery Of Your Order

We offer a nationwide service in the UK and the Republic Of Ireland. Customers requiring delivery to areas outside these zones will be contacted as an alternative carriage charge will apply. We will always do our best to minimize such costs. We aim to deliver within 7 working days items that we hold in stock. After placing your order, you will receive an e-mail advising the delivery date. Some specialised and large items such as certain powered chairs and riser recliner chairs can take up to 14 working days to deliver. If any item is out of stock at the time of ordering we will telephone and email you. You will have the option to wait, choose another product or to cancel your order. You should inspect goods immediately on arrival and note any damage on the carrier’s delivery note before signing the delivery note and handing it to the driver. We also ask you to inform us of any damage within 24 hours of receipt of goods. If it is not possible for you to inspect the goods before signing the carrier’s delivery note please mark the delivery note clearly with the word “unexamined”. Please then inspect the goods within 24 hours of receiving them and inform us about any damage within 24 hours.

Returns Policy and Returns Procedure

Business to Business Transactions

B2B customers must take responsibility for ordering the correct items for their needs as we do not offer returns or refunds on any B2B transactions which are exempt from the Consumer Contracts Regulations. 

Business to Consumer Transactions

We hope that the product you receive meets your requirements completely but in the unlikely event of wanting to return an item, the following information applies. Under the Consumer Rights Act 2015 you have the right to cancel your order for any item bought on this website for a full refund within 14 days. To exercise this right you must download the Returns Request Form that can be downloaded at the bottom of this page. Please follow the instructions detailed within this form.


In all instances a completed returns form must accompany the goods and include your Authorised Returns Number that we will provide you with. Where goods are manufactured to order, made to measure or bespoke for example bespoke riser recliner chairs, bespoke power chairs, made to measure wheelchairs, special needs buggies, these items cannot be returned. We regret we cannot accept the return of any single patient use medical devices such as Repose pressure area care devices and single patient use slide sheets, bath safety products, toilet seats, commodes, bathing slings, underwear and similar items for obvious hygiene reasons. We cannot accept the return of any made to order, assembled to order or bespoke products and this includes any items that detail this specifically on their product listing with a tick box acknowledging that the item cannot be returned. Your statutory rights are not affected. Please contact us if you require any further information about returns.

Costs of returning an order

Any goods must be returned at your cost within 14 days of the date of your notification to us that you wish to return the goods. All products must be returned complete, unused, in an undamaged state and in their original packaging where possible. If products are not returned in their original condition on return, John Preston Healthcare reserves the right to charge for repair or replacement of any product(s). This charge may include the cost of parts, materials, labour and any subsequent loss to John Preston & Co (Belfast). Please note that where an enhanced delivery service has been used, delivery charges will not be refunded once delivery has been made. You must return the item in undamaged and unused condition in the original packaging and ensure the item is packed securely in order to avoid damage during transit. We will inspect the item promptly after its return to us and if the item is undamaged, you will receive a refund within 30 days. Should there be any damage to the item caused by you or due to unsatisfactory packaging used by you, we reserve the right to charge for any replacement parts necessary to ensure goods are returned to as new condition. Your statutory rights are not affected.

Under the Consumer Contracts Regulations, we will only charge a restocking fee under any of the following circumstances:

  • Mobility equipment such as scooters, powerchairs, beds and chairs that are ordered by mistake.
  • Products deemed 'not suitable/not fit for purpose' if you did not contact us for guidance on suitability prior to your purchase and the product(s) match it's description given on our website in specification and functionality.
  • Products returned damaged or incomplete (up to 100% of the value, but we only deduct the parts+labour needed to repair the item and the drop in re-sale value)
  • Items that arrive too large for your premises, where you did not measure your property for access and manouverability and compare it with the specification for the product given on the detail page or call us to check first.

We pride ourselves on being as transparent as possible, and only apply re-stocking fees when absolutely necessary.

The cost of returning any unwanted but otherwise satisfactory items is entirely at your own expense. We can collect your unwanted item via courier, subject to agreement and completion of the returns form, for a cost of £30.00. This £30.00 will be deducted from your overall refund amount. Please note, courier collection cannot guarantee a collection time, the product will be collected between 9am and 6pm on the nominated collection date.

Cancellation of orders not yet delivered

If you change your mind before your order have been dispatched, you can request a cancellation by calling 028 92 67 70 77 or by emailing weborders@johnpreston.co.uk. If the order has already been despatched & you are too late to request a cancellation, you may still request a return in accordance with the above returns procedure. Any item that is made to order or bespoke in any way cannot be cancelled once your order has been placed.

Guarantees and warranties

In addition to your statutory rights, all products sold by us have a manufacturer’s warranty of a minimum of 12 months which covers the cost of replacement parts in the event of manufacturing or material faults. The cost of any labour is not included in any warranty and for customers requiring at home warranty service including labour provision should opt in for our Gold Service. Where a part requires either replacement or repair the item (or part) is to be shipped back to source at the customers expense unless Gold service has been paid for at time of purchase. Warranties on scooters and wheelchairs do not cover serviceable or consumable items such as batteries, bulbs, worn or punctured tyres. Such items will be charged for separately. Please contact us for further details. For certain products we can provide an annual service at an additional cost. Please contact us for further details if your purchase requires servicing or repair or you wish to arrange an annual service contract. Should you encounter a problem with your purchase within the warranty period please contact us. We will require your purchase to be returned to us for inspection and any necessary repair.

Disclaimers

All goods are purchased from us at the request of the purchaser. We cannot and do not offer medical or clinical advice. We offer guidance only about the functionality and the suitability of products based on the information you give us. We want to provide you with the most suitable product for your needs. We believe that selecting the correct product is of great importance. If you remain in any doubt as to the suitability of a product for your needs, we suggest that you seek the advice of a qualified Occupational Therapist or Health Professional before confirming your purchase. All images shown on the site are for demonstration purposes only and may not necessarily show the actual product that you will receive. Please read the product description thoroughly as this will give the correct product details.

About your rights as a consumer and how we will deal with your complaints and the return of items you purchase:

Your rights as a consumer are protected by the Consumer Rights Act (2015). We are proud to be a member of the BHTA and have signed up to their code of practice along with happily participating in their complaints and mediation process if required. Our Complaints Procedure is detailed below and should this process not satisfy you then you can contact the BHTA -click here for their website – and request mediation. We will only sell goods that are of a satisfactory quality. Goods must be of a standard that a reasonable person would regard as satisfactory. Quality is a general term, which covers a number of matters including:

  • fitness for all the purposes for which goods of that kind are usually supplied
  • appearance and finish
  • freedom from minor defects
  • safety
  • durability

In assessing quality, all relevant circumstances will be considered, including price, description, and advertising that we commission. Any goods will also be fit for a particular purpose. When a consumer indicates that goods are required for a particular purpose, or where it is obvious that goods are intended for a particular purpose and a trader supplies them to meet that requirement, the goods should be fit for that specified purpose match the description, sample or model. When a consumer relies on a description, sample or display model the goods supplied must conform to it. If the goods do not conform, an offence may have been committed be installed correctly, where installation has been agreed as part of the contract

Consumer Rights Act 2015 – Consumer Rights Summary

1: Goods bought in our showroom / shop: What Are Your Consumer Rights?

 The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you’re entitled to the following:

  • Up to 30 days: If your goods are faulty, you can get an immediate refund.
  • Up to 6 months: If it can’t be repaired or replaced, then you’re entitled to a full refund in most cases.
  • Up to 5 years: If the goods do not last a reasonable length of time you may be entitled to some money back.

You do not have a legal right to a refund or replacement just because you change your mind. BUT… please ask us about our returns policy as we may be able to help in-store. This is a summary of some of your key rights. For detailed information from Citizens Advice please visit citizensadvice.org.uk or call 03454 04 05 06

2: Services paid for in our showroom / shop: What Are Your Consumer Rights?

The Consumer Rights Act 2015 says:

  • You can ask us to repeat or fix a service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.
  • If you haven’t agreed a price beforehand, what you’re asked to pay must be reasonable.
  • If you haven’t agreed a time beforehand, it must be carried out within a reasonable time.

This is a summary of some of your key rights. For detailed information from Citizens Advice please visit citizensadvice.org.uk or call 03454 04 05 06

3: Goods ordered at home: What Are Your Consumer Rights?

  The Consumer Contracts Regulations 2013 say:

  • Up to 14 days: After receiving your goods, in most cases, you can change your mind and get a full refund.

The Consumer Rights Act 2015 says goods must be as described, fit for purpose and of satisfactory quality. During the expected lifespan of your product you’re entitled to the following:

  • Up to 30 days: If your goods are faulty, you can get a refund.
  • Up to 6 months: If it can’t be repaired or replaced, then you’re entitled to a full refund in most cases.
  • Up to 5 years: If the goods do not last a reasonable length of time you may be entitled to some money back.

This is a summary of some of your key rights. For detailed information from Citizens Advice please visit citizensadvice.org.uk or call 03454 04 05 06

Services ordered at home: What Are Your Consumer Rights?

The Consumer Contracts Regulations 2013 say:

  • In most cases, you can cancel within 14 days. If you agree the service will start within this time you may be charged for what you’ve used.

The Consumer Rights Act 2015 says:

  • You can ask us to repeat or fix the service if it’s not carried out with reasonable care and skill, or get some money back if we can’t fix it.
  • If a price hasn’t been agreed upfront, what you’re asked to pay must be reasonable.
  • If a time hasn’t been agreed upfront, it must be carried out within a reasonable time.

This is a summary of some of your key rights. For detailed information from Citizens Advice please visit citizensadvice.org.uk or call 03454 04 05 06

Digital content - What Are Your Consumer Rights?

The Consumer Contracts Regulations 2013 say:

  • You have a 14 day right to change your mind and get a full refund on your digital content. You do not have this right to cancel once a download has started provided you have been told this and have acknowledged this.
  • The Consumer Rights Act 2015 says digital content must be as described, fit for purpose and of satisfactory quality.
  • If your digital content is faulty, you’re entitled to a repair or a replacement.
  • If the fault can’t be fixed, or if it hasn’t been fixed within a reasonable time and without significant inconvenience, you can get some, or all of your money back.
  • If you can show the fault has damaged your device and we haven’t used reasonable care and skill, you may be entitled to a repair or compensation.

This is a summary of some of your key rights. For detailed information from Citizens Advice please visit citizensadvice.org.uk or call 03454 04 05 06

Download Returns Form