Shipping & Returns

Last updated: 24 October 2026

This policy explains how we deliver products and how returns, exchanges and refunds work. It forms part of our Terms of Service.

Shipping & delivery

• Quotation first: delivery cost and estimated timing are confirmed in your written quotation, because they depend on the product, quantity and delivery location.
• Delivery times: estimates are not guaranteed. Items not held in stock may take longer, and we will tell you if there is a delay.
• Large equipment: hoists, beds and similar items may be delivered on a scheduled appointment. Someone must be available to receive the goods and, where agreed, to be shown how to use them.
• Inspect on delivery: please check the packaging and the product when it arrives. If anything is damaged or missing, tell us as soon as possible, ideally on the day of delivery, and keep the packaging and take photos.
• Risk: risk of loss or damage passes to you on delivery.

Returns & exchanges

• Contact us first: please get in touch through the enquiry form before sending anything back, so we can arrange the return. Unauthorised returns may not be accepted.
• Condition: returned products should be unused, clean, complete with all accessories and manuals, and in their original packaging.
• Hygiene items: for hygiene and safety reasons, we cannot accept returns of slings, belts and other items that have been used or have come into contact with a person, unless they are faulty.
• Made-to-order and special-order items: products ordered or customised specially for you cannot normally be returned unless faulty.
• Return costs: unless the item is faulty or we sent the wrong item, return shipping is your responsibility.

Faulty, damaged or incorrect items

If a product arrives faulty, damaged or not as ordered, tell us promptly with your order details and photos. We will, at our option, repair, replace or refund the product, and we will cover the return cost in these cases. Warranty claims after delivery are handled under the manufacturer's warranty terms.

Refunds

Approved refunds are made to the original payment method after we have received and checked the returned goods. Delivery charges are refundable only where the return is due to our error or a faulty product.

Cancellations

Please contact us as soon as possible if you need to cancel an order. Orders that have already been dispatched, or that are special orders, may not be cancellable, and costs we have already incurred may be deducted.

Your legal rights

Nothing in this policy affects your statutory rights under applicable consumer protection law.