Returns for our loaned equipment

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:

Christmas update to our returns policy

To help over the Christmas period, we are extending our 30-day returns so that any items (excluding those that come directly from the supplier) purchased between the 1st and 25th December have until the 31st January to be returned (providing they meet the criteria detailed in our policy below).

Returning products purchased online

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013) (“CCR”) you have a right to cancel all or part of your contract at any time up to 14 days after the day on which you receive the goods, without giving any reason.

To exercise the right to cancel you must inform us, within the cancellation period, of your decision to cancel this contract by E-mail to [email protected] or by writing to:

NRS Healthcare, Sherwood House, Cartwright Way, Forest Business Park, Bardon Hill, Coalville, Leicestershire, LE67 1UB

You may also use the Cancellation Form to exercise your right to cancel, but it is not obligatory.

Your right to cancellation does not apply to goods made to your specification which you will be directed to order by phone through our customer service team on Tel: 0345 121 8111 (Weekdays: 8am to 8pm, Weekends: 9am to 5pm, Bank Holidays: 9am to 5pm).

We cannot accept the return of certain items for hygiene reasons, if they have been used or the seal has been broken. This applies particularly (but not exclusively) to toileting and bathing equipment, incontinence items, mattresses and adjustable divan beds.

In the event of a cancellation you will have to bear the direct cost of returning the goods. You can choose to return the goods yourself (after advising cancellation) or arrange for NRS Healthcare to collect the goods (when advising cancellation).

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.

If you choose to return any products to us, you must do so within 14 days of notifying NRS Healthcare of cancellation. We will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service (i.e. tracked and insured). If products returned directly by you are lost or damaged in transit, we reserve the right not to refund any amounts attributable to such loss or damage. If you are returning items we must be notified before return. The address of our distribution centre for returns is:

NRS Healthcare Warehouse & Distribution Centre, 330 Four Oaks Road, Walton Summit, Preston, PR5 8AP

On receipt of returned goods, NRS Healthcare will reimburse you within 14 days. Any paid delivery charge will be included in your refund. Please note the delivery charge refund will be to the value of Standard Delivery Cost (any additional delivery costs paid for eg. Urgent delivery will not be refunded). You must take reasonable care of the goods while in your possession and we reserve the right to reduce the value of the refund if returned goods show evidence of use beyond the handling necessary to see whether the goods are as expected.

Any refunds given by us will be made to the debit/credit card account or PayPal Account (as applicable) provided when you placed your order. We may need to contact you for your credit card details in order to make the refund.

Where we deliver products to a third party in accordance with your order, you will only be able to exercise this cancellation right if you can arrange for us to collect the goods (or return the goods to us).

This is not intended to be a full statement of all your rights under the CCR. Full details of your rights under the CCR are available in the UK from your local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.

What to do if there is a problem

We endeavour to provide goods and services which conform with consumer rights, but if there should be a problem, please contact us immediately you become aware of it on tel: 0345 121 8111 (Weekdays: 8am to 8pm, Weekends: 9am to 5pm, Bank Holidays: 9am to 5pm) or email: [email protected]. If you are unhappy with the outcome of a complaint and have exhausted our complaints process, you can approach the British Healthcare Trades Association (BHTA) for mediation (and ultimately arbitration) and, as a member, we will participate in this process. BHTA can be contacted at: New Loom House, Suite 4.06, 101 Back Church Lane, London E1 1LU Tel: 020 7702 2141 Email: [email protected] Web:

Alternatively you can approach the ADR provider,The Retail Ombudsman, email: [email protected], or visit the EU’s online platform for dispute resolution at: