Shipping & Returns
Our IT systems and logistics processes have been streamlined over many years. Based on the experience of processing tens of thousands of orders, we aim to provide you with a smooth and fast delivery service.
Intus Healthcare Ltd. ship to anywhere within the United Kingdom as well as to all other E.U. countries. The shopping cart will display the exact delivery cost for all UK postcodes however, for delivery addresses outside the UK, you may be given a guide price only. Should this not cover all postage costs we will inform you before proceeding with shipment.
All orders go through three stages:
- Funds are authorised and the transaction is checked for fraud before the order is forwarded to our warehouse.
- The goods are picked and packed. Where applicable, medical devices will be configured for the patient.
- The order is dispatched by First Class Royal Mail (Standard, Recorded or Special) or one of a number of national and international courier companies.
Depending on the order, the warehouse used to fulfill the order and the courier service used, detailed parcel tracking may be available in your online account here in the shop.
The time delivery takes depends on the following:
- The validity of transaction data and accuracy of shipping details.
- Whether the product is in stock at the time of your order. (Most products are.)
- The number of orders we are processing at any one time.
- The type of products ordered and whether they require documentation or configuration.
- The size / weight of your order.
- The destination of your order.
Delivery options may be offered as you progress through the shopping cart, depending on several criteria.
'Standard Delivery' means that Intus Healthcare Ltd. will nearly always process your order on the same or next (working) day that it arrived! The date your product is actually dispatched from our warehouse depends on the five things above. As a general rule, smaller items are nearly always dispatched within 2-3 working days. Larger, bulkier items and items that require personalisation (such as CPAP settings) may take up to 7 working days. If you have a need for speed, or specific delivery requirements, please call or e-mail and will be able to assist you personally.
Orders sent by couriers
These are generally delivered Monday to Friday between 9:00 in the morning and 17:00 in the afternoon. If you cannot be in to receive and sign for the goods (you MUST sign for the goods), either have them delivered to your workplace at the time of ordering or to a named neighbour or friend instead. This should be clearly stated when making the order. Within the shopping cart there is a facility to have products sent to an address different from the billing address and to add special delivery instructions, such as a preferred day for delivery or directions. Though we cannot guarantee the day of delivery, we will try to follow your instructions and if possible notify you if we are not able to. Please do not leave instructions for the couriers on your door, as they are unlikely to be carried out.
Whilst we mostly only use "Next Day" type courier services, when our staff or our websites mention "Next Day", please bear in mind that this means we will process it and book it in with the courier in time for collection today, if today is a working day. We would then reasonably expect them to come and pick everything up and deliver the next working day but there are many things outside our control that may cause delays. The couriers we use are all well-known European brands but every now and then, parcels will get delayed and in some cases lost. For these reasons, we can never absolutely guarantee a "Next Day" delivery even when the name of the courier or postal service implies this. If you need something 100% definitely by a certain date, the only way to be sure you will have the products by then is by arranging a pick-up yourself. Collections have to be agreed in advance as we don't have a walk-in shop.
If you do miss the delivery, you will receive a notification card in your letterbox and you will need to call the couriers and arrange for redelivery. There is no charge for the second attempt, but they will not attempt delivery after the second attempt without additional payment. Failing that, the products will be returned to Intus Healthcare with a charge to pay. Please try to avoid this happening as unfortunately, you may have to pay a 'returned product' courier charge and you will also have to pay for postage of the products back to you again. You can request that the goods be sent to a more convenient address, but this will also incur a redelivery charge because it will have to go back through the couriers depot and be relabelled and resent. Note: PO Box numbers cannot be accepted for delivery addresses.
Postage and packing rates apply to all transactions unless otherwise stated. Saturdays, Sundays and Bank holidays are NOT counted as 'standard 'delivery days and will incur a surcharge if requested, as will timed or early morning deliveries.
Delivery charges vary according to weight and value, however some items are often free of charge. Where we must charge a delivery fee, we do our best to charge you a fair price rather than an inflated one. You will see your delivery charge before you pay for your order in the checkout. Standard delivery charges apply to UK mainland only. Non-UK mainland addresses and remote areas may incur a surcharge. Please contact our Customer Services Team for a quotation if you are unsure.
If there is an unforeseen or out of our control delivery delay, we will attempt to notify you by e-mail or telephone. (Providing the details entered within the order are correct).
Please note: If goods arrive to you visibly damaged, you must refuse to accept the delivery and state this on the delivery note. If you are not sure, insist on inspecting the package thoroughly before signing your acceptance. If you sign for the goods (by default accepting them in good condition) and then report any transit damage after that time, no claims for compensation can be accepted. The courier may appear to be in a rush but it is your right to know what you sign for.
In some countries customs, duty or handling charges may be levied by local authorities. We cannot accept any responsibility for these charges. VAT will be deducted for any countries outside the EU.
Thank you for visiting our website, we hope we can help you improve your health soon!
Intus Healthcare Ltd will accept returns on any unopened product within 14 days of the item being delivered. Please email us at firstname.lastname@example.org to request a returns number for any unopened products. Shipping costs are non refundable. Any package that has been opened cannot be returned, as these are medical supplies and equipment. A refunds will be issued when we have received the products and examined them.
If the product has a manufacturer defect, please contact our office and we arrange a return between you, us and the manufacterer, if needed. Please note that the manufacturer will make all warranty decisions.