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Delivery & Returns for Online Orders

Delivery Destinations
We provide delivery on orders across the UK*

*NOTE- Delivery times and prices may vary for the following specific areas of the UK; Highlands and Islands, including Northern Ireland, EIRE, Scottish Highlands, Isle Of Man etc.

Customer Delivery Prices
We offer four delivery types for UK retail orders (excluding 'Highlands and Islands').

Package Size Delivery Cost No. of Days
Small £2.50 +VAT 2-3
Standard £6.50 +VAT 2-3
Next Day (Before 3pm) £12.50 +VAT N/A
Bulky Items £15.00 +VAT 2-3

Returns
If you need to return something you have bought from the website, please contact us on enquiry@rosscare.co.uk.
Our returns staff will provide you with a Returns Reference for your order, along with instructions for returning the item(s) to us. Please note that you are responsible for the cost of safely returning the item(s) to us (in adequate packaging) unless you are returning an item and can demonstrate that it:

  • Is faulty
  • Is not fit for purpose
  • Does not match the description
  • Is not of satisfactory quality

NB - We are unable to accept returned goods without a returns reference

Below you will find details of reasons and exclusions relating to Returns.

Damaged or Faulty Goods
If, upon receipt, you find that the items have been damaged in transit or are faulty in some way, please contact us right away. We will accept the item(s) back and either refund you or send you a replacement.

Unsuitable for Intended Use
We accept returns for items that you assess as unsuitable for your requirements, upon receipt. In these circumstances, the price of the items concerned is refunded, but there may be charges for handling and delivery costs.

Refunds
Online customers enjoy special additional Buyers Rights under UK Law which relate to Buying, Returns and Refunds as part of Distance Selling (i.e online, by phone or by email). You can use the following link to read all about the 'Consumer Rights Act 2015'and your rights as a UK consumer, as explained on the GOV website, but please don't hesitate to contact us if you do have any further questions about your order after reading this information. Your statutory rights are not affected.

Sales Terms & Conditions (In store & Direct Sales)

Special Order Items, Cancellations & Returns

For non stocked or made to order items, a minimum 50% deposit is required at the time of placing the order, with the balance payable prior to delivery.

Should you wish to cancel this order prior to receipt of goods, you must notify us in writing. In these circumstances a 20% cancellation charge will apply. This cancellation charge is based on the sale price of the item. Please be aware that Made To Order / Bespoke items are not eligible for refund. We encourage customers to ensure they are fully confident on the points relevant to your purchase and are satisfied that these are fully explained and demonstrated before proceeding with an order.

Ross Care will only allow products to be returned for full credit/cash refund if the product is defective and this is brought to our attention within a reasonable period of time (normally within 14 days of the date of sale.)

Limitations

Whilst Ross Care pride ourselves on providing advice and promoting informed choice, Ross Care sales representatives do not and are not responsible for making any medical decision on behalf of a user. Their role is to represent the features of the product(s).