Delivery Policy
We offer FREE DELIVERY* on all orders over £50.00. This will be either by Royal Mail or a courier/delivery service to your door.
Larger items will be delivered to your door, possibly on a pallet. It is your responsibility to ensure that you have the means to unpack the items and transport them inside.
All orders received before noon Monday – Friday will be processed the same day.
For most mainland UK, your order will usually arrive within 2-5 working days (unless otherwise stated). If we cannot supply the goods within this time frame, we will let you know as soon as possible.
To deliver large items to The Highlands and Islands of Scotland or Northern Ireland, please call our customer services team for more information.
We can supply riser recliner chairs and mobility scooters to Isle of Man, Jersey and Northern Ireland. At the moment, we only send items within the UK. Please get in touch with us for a delivery cost, as it will vary from product to product.
We would suggest that you sign all deliveries as ‘unchecked’. Simply signing for the delivery means you are signing to confirm the delivery has been received in good condition; you must sign for as unchecked or damaged. If you suspect your goods have been damaged in transit, please sign the delivery note as ‘damaged’. You must retain the packaging and inform us immediately, giving as much information as possible.
Returns Policy
Returns & Exchanges
Note: Your statutory rights are not affected in any way
Your statutory rights are not affected in any way.
In accordance with the Consumer Contract Regulations 2013 at Prism Medical Scotland, we offer a 14 calendar day cooling off period. Within this period, customers can inspect the goods, determine their suitability and, if necessary, request a refund. If you wish to exercise this right, you must notify us in writing by email to: websales@assured-hs.co.uk
Once we have despatched an item(s) to you, the item cannot be cancelled, and the below returns procedure comes into effect with their respective charges.
The responsibility for returning the goods is that of the buyer.
The goods must be returned at the buyer’s cost within 14 days from when you notify us that you wish to return the goods. We recommend payingy for a tracked/signed delivery for your protection.
Prism Medical Scotland recognises that many customers do not have the means to do this. We will arrange collection during regular business hours (Monday to Friday) if requested. In such circumstances, we will inform you of the cost (beforehand) of collecting the items. If collection fails due to the customer not being at the agreed collection point, we reserve the right to deduct this from any final refund. Please note that each subsequent collection will be charged at the same rate as previously failed collections.
Where items are refused at the delivery point and returned to us, the buyer is liable to cover the return carriage costs. This charge will be calculated according to the number of items to be returned and the size of the item(s).
We are happy for you to unpack the goods and inspect them carefully. A deduction can be made up to the contract price if the value of the goods has been reduced as a result of you handling the goods more than was necessary or they have been installed.
All returned products must be complete, unused, undamaged and still in their original packaging. Prism Medical Scotland reserves the right to charge for repair, replacement or repackaging of any products not returned in their original condition. This charge may include the cost of parts, materials, packaging, labour, product repair and product replacement.
If on the return of goods, we find that the original packaging is missing or damaged, we reserve the right to charge an £80.00 repackaging fee.
All refunds will be processed within 14 days following receipt of goods.
Unfortunately, we are unable to accept returns for products that can void Health and Safety regulations, such as:
- Toileting
- Incontinence
- Bathroom products
We cannot refund, or exchange products made to order, specially ordered, bespoke or adapted to suit your requirements unless they arrive faulty, damaged or incorrect.
Where goods need to be dismantled to enable return, providing you notify us by phone or in writing within 14 days of delivery and agree to pay our costs (this will be confirmed beforehand), we will send an engineer to your premises to collect the goods at a convenient time.
We advise you to sign all deliveries as ‘unchecked’. If you suspect your goods have been damaged in transit, please sign the delivery note as ‘damaged’. You must retain the packaging and inform us immediately, giving as much information as possible. All damaged or faulty goods will be replaced with an equivalent product, or a refund will be given*.
Business-to-business transactions requires VAT to be paid at the appropriate rate. We do not accept returns or offer refunds on business-to-business transactions.