Answers to questions on how to order and about my order

Q. How do I order?

A. Shopping with us is easy and it is your choice as to how you order:

  • Browse or search our website then click the "Add to Basket" button to buy the products you want. When you've finished shopping, click the "Proceed to Checkout" button on the basket page. As you go through the checkout process, you can then pay immediately (and in total security) on-line using your debit/credit card or by Paypal.
  • Alternatively, you can telephone our order line on 0345 121 8111, Monday to Friday 8.00am to 8.00pm, Saturday and Sunday 9.00am to 5.00pm. Our award winning customer service team will be happy to take your order or answer any questions.

Q. How can I pay for my products?

A. We offer a variety of ways to pay so that you can choose the method that suits you. Don't forget, you can order online, by phone or by post and pay by any of the following methods.
Pay online:
You can pay for your items with most major credit/debit cards or by Paypal

By cheque or postal order:
We also accept payment by cheque or postal order. Please telephone 0345 121 8111 to request an order form so you can enclose your cheque or postal order to our free post address.We do not accept cash.

Q. What is the Credit Card Security Code/Card Verification Value (CVV)?

A. It's a unique 3-digit number printed on the back of your credit/debit card that helps us validate your purchase and protect against fraud. Since this isn't contained in the magnetic strip information, it doesn't get printed on sales receipts, so it's difficult for anyone other than the genuine cardholder to know it. It's sometimes referred to as the Card Security Code, the Personal Security Code or the Card Verification Value (CVV). Your order can't be fully processed without a valid Security Code. Once your order has been processed, your Security Code won't be held on file.

Q. How do I add to my order once I have submitted it?

A. Unfortunately, you can't add to your order once it has been placed. This is because orders are normally processed immediately after they've been placed and your order will have already been sent to the warehouse to be packed. If you do need to order additional items you will need to place a new order.

Q. How do I Cancel an order?

A. For all goods ordered from our website, If you change your mind about an order and want to cancel it, you can do so within 14 days of receipt of your goods. However, once your order has been sent to the warehouse to be packed, then we can't always stop your order from being delivered. In both cases, once you receive the order, please telephone 0345 121 8111 so we can help you with the return of goods.

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Answers to questions on delivery charges and methods

Q. What are your delivery charges?

A. For orders below £50 excluding VAT, normal delivery and packaging charges are £4.49 to all UK destinations and FREE on orders where the total of goods comes to £50 excluding VAT or more. Higher delivery charges apply to N. Ireland Highlands & Islands, cost is confirmed at second stage of checkout

Q. If part of my order is out of stock, do I have to pay an extra delivery charge when it is sent to me?

A. No - if something's out of stock, we won't charge you any extra to deliver it when it comes back into stock.

Q. How long is delivery time?

A. We work very hard to deliver your order promptly and aim to send out all orders within 48 hours of dispatch. Your parcel will normally be sent out by either first class mail or by courier, and so should reach you within the 48 hours of dispatch. However delays do sometimes occur due to unforeseen circumstances, so if for some reason your parcel hasn't arrived within 10 working days, please contact us.

Q. Can I specify a day or time for delivery?

A. We regret we cannot always specify exact date or time of delivery. If you require a more urgent delivery e.g. overnight/guaranteed next day, it can normally be arranged at an additional shipment cost - please telephone your order to 0345 121 8111 (8.00am - 8.00pm weekdays, 9.00am to 5.00pm weekends)

Q. Where does NRS Healthcare deliver to?

A. For orders purchased online at nrshealthcare.co.uk, we deliver to addresses within the United Kingdom (meaning England, Northern Ireland, Scotland and Wales) but we currently do not accept orders for countries outside of the UK (including the Channel Islands and Eire). For deliveries outside the UK, please contact our export division

Q. Can I send my item to an alternative delivery address?

A. Yes. If you're ordering on nrshealthcare.co.uk, you have the option to choose a delivery address when you go through the checkout.

If you're placing your order by phone, inform a member of our customer service team on 0345 121 8111 that you'd like to send the item to a different address. To ensure safe delivery, we will need the full address including the postcode.

Q. Can I have my items delivered to more than one address in the same order?

A. No, you can only get them sent to one address. If you need orders delivered to different addresses, you will need to place a new order for each delivery address (and you'll have to pay for delivery on each order if applicable).

Q. Do I have to sign for my parcel when it's delivered?

A. All of our larger items will be delivered by courier who will require a signature upon receipt. Many of our smaller items are delivered by Royal Mail and will come with your regular post, but these too may require a signature on delivery.

Q. What if I am out when the courier tries to deliver?

A. If you are out and the item does require a signature, the courier may use their discretion and obtain a signature from a neighbour or they will leave a calling card for you to arrange a more suitable delivery time.

Q. Can I order from overseas and do you deliver overseas?

A. It is possible to order online from overseas but your order can only be delivered to an address in the United Kingdom (as specified above).

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Answers to questions on NRS guarantee and returns

Q. Are my purchases from NRS guaranteed?

A. All our products are guaranteed against manufacturer's defect for one year from date of purchase.

Q. How do I return an item?

A. If you are unhappy with a product, please call one of our friendly Customer Services Advisors on 0345 121 8111 within 14 days after you have received the goods. Please do not return any goods without calling us first.

You will have to bear the direct cost of returning the goods. You can choose to return the goods yourself (after advising of return to Customer Service) or arrange for NRS Healthcare to collect the goods (when advising of return to Customer Service).

We recommend you use a recorded delivery service (tracked and insured) as we will not be responsible for any loss or damage to them in transit and we reserve the right not to refund any amounts attributable to such loss or damage.

For parcels collected by NRS Healthcare for return; the cost of returning the item will typically be £8+VAT per carton. For the return of large items delivered on a pallet the return cost would typically be £45+VAT. Goods will be collected within 14 days of cancellation.

Please see our Terms & Conditions for full details of our returns policy.

Q. What do I do if my purchase develops a fault?

A. If your item develops a fault within twelve months of your receiving it, NRS will replace, repair or refund your item where possible (subject to stock availability).
To return an item, call one of our friendly Customer Services Advisors on 0345 121 8111 and they will advise you of the procedure.

Q. What if my item arrives damaged or faulty?

A. Our parcels are packaged to ensure that any damage in transit is kept to an absolute minimum. However, we will happily refund or, when available (subject to stock availability), replace any damaged or faulty item within 30 days of delivery.
To return an item, call our friendly Customer Services Advisors on 0345 121 8111.
For more information about damaged or faulty items see our Terms & Conditions.
Nothing in this section or elsewhere in these FAQs or our Terms and Conditions or our returns policy affects your statutory legal rights.

Q. How do I return loaned equipment?

A. If you, or someone you know, has been loaned NRS Healthcare equipment through one of our Integrated Community Equipment Services (ICES) and you no longer need it, you can contact your local Service Centre to arrange collection free of charge.
Please follow the link below to find the details of your local Service Centre and contact them using the phone number or email address provided:

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Answers to general questions

Q. Does NRS sell gift vouchers?

A. At this moment in time we don't sell gift vouchers, but it is something that we are looking at for the future.

Q. How do I contact NRS?

A. If you need any other help, or if you would just like to tell us what you think, then we would be delighted to hear from you. You can get in touch by:
Telephone: 0345 121 8111
Email: [email protected]
Fax: 0845 121 8112
Post: NRS Healthcare, Sherwood House, Cartwright Way, Forest Business Park, Bardon Hill, Coalville, Leicestershire, LE67 1UB

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Answers to questions on product information, advice and demonstration for your clients

Q. What if I need additional information or advice about a product that is on the web site?

A. NRS offer a product advisory service managed by our Occupational Therapist. We will be pleased to provide you with guidance on technical matters, product purpose and suitability for any products we offer in order to assist you in making the right choice.
Tel: 0345 121 8111 (Monday to Friday 8.00am to 8.00pm, Saturday and Sunday 9.00am to 5.00pm)
Email: [email protected]

Q. What if I need advice regarding which product to choose for my client’s particular disability or scenario?

A. NRS offer a product advisory service managed by our Occupational Therapist. We will be pleased to provide you with guidance on technical matters, product purpose and suitability for any products we offer in order to assist you in making the right choice.
Tel: 0345 121 8111 (Monday to Friday 8.00am to 8.00pm, Saturday and Sunday 9.00am to 5.00pm)
Email: [email protected]

Q. How do I arrange a demonstration?

A. NRS offer a demonstration service on selected products. Please call us on 0345 121 8111 to arrange a demonstration. We can demonstrate several product options at one appointment to help you make the right decision for your client.

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