Below you will find some handy links, containing all the useful info we think you will need to answer any questions. If our help pages do not answer your question, please contact our friendly customer service team. Contact
Below you will find some handy links, containing all the useful info we think you will need to answer any questions. If our help pages do not answer your question, please contact our friendly customer service team. Contact
If you want to cancel an order before we have despatched it just follow these easy steps:
Please note that we pride ourselves on our quick turnaround time, this does mean there is only a small window to cancel your order. If you notice a mistake please cancel the order from within your account as soon as possible to avoid disappointment.
If the ‘Cancel This Order‘ button is not visible when you view the order in your account this does mean that we are unable to cancel the order as it has entered our processing system and/or been dispatched.
Although we will try our best to assist you we cannot guarantee we will be able to cancel your order in time. Orders that have already been processed cannot be cancelled. For more information about returns, please read our Returns Policy. Once the order has been cancelled you will receive a confirmation email. Orders that have been paid at checkout will be automatically refunded, any other payment methods would not have been charged so would not be due a refund. Unfortunately orders that have been cancelled cannot be reactivated, so if you change your mind, please place a new order in the usual way.
There are no import/export duties on goods shipped within the European Union. All goods shipped to EU countries already have the relevant VAT included.
Shipments sent outside the European Union are sold exclusive of VAT and may be subject to import duties and taxes, which may be levied once a shipment reaches your country.
Items shipped to the Canary Islands are sold exclusive of Spanish VAT but may be subject to import duties and taxes. Customers ordering from the Canary Islands are advised to select their destination country and address as “Spain – Canary Islands”. This will ensure that the order is not subject to Spanish VAT.
Please note: It is a legal requirement that we declare the full value of the goods (not including shipping charges) on all packages destined outside the European Union, and shipments may be subject to import duties and taxes, which are levied once a shipment reaches your country. It is a criminal offence to falsify the details on this form. We cannot inaccurately describe the contents, claim a lower value or mark as a gift. Please do not ask, or expect us to do any of the above. For details of Customs charges please consult your own Customs authorities for the latest rates.
Additional charges for customs clearance must be borne by you; unfortunately we have no control over these charges and cannot predict what they may be. We are unable to reimburse any costs incurred regardless of the circumstances.
How can I order?
It’s so easy to order that we don’t think you’ll need any instructions but here they are, just in case.
To add items to your basket:
You can check the contents of your Basket and the total cost at any given time by clicking on the ‘View full basket’ link at the top right of the page. Postage costs will be shown on the Basket page in the ‘Delivery’ box. It will also include additional shipping information for your delivery destination. For more information about delivery methods, please see our FAQ’s menu. You can remove items from your basket or alter the quantity required at any time whilst on the basket page. If amending the quantity remember to press ‘Update’.
Please note: Deliveries cannot be made to PO Box addresses. The Orthopaedic Store strongly advises against deliveries to be made to hotels or third party couriers. Any orders made, to be sent to a hotel or a third party courier, are entirely at the risk of the client. Therefore, we regret to inform, that we cannot accept any liability for orders that fail to arrive to the hotels or third party courier, or are damaged on receipt. We will, however, do what we can to help in cases like these.
We shall not be liable for incidental or consequential damages or expenses. This includes, but is not limited to, damage to property, lost income, profits, economic or commercial losses and third parties claims. We will do our best to get all orders despatched as quickly as possible. We have no liability to you for any delay in the delivery of products ordered. You have the right to cancel delayed orders at any time and get a refund prior to the item being despatched. This warranty does not affect your statutory rights.
The Orthopaedic Store Terms and Conditions shall be governed by and construed in accordance with English Law. Disputes arising in connection with these Terms shall be subject to the exclusive jurisdiction of the English courts.
What is VAT Exemption / Relief?
To attempt to simplify what appears to be a complicated system, we have put together this guide that we hope helps you understand who is and who isn’t eligible to claim VAT relief on disability aids available to buy on our website. Put simply, VAT exemption allows chronically sick or disabled people to buy eligible items at 0% rather than 20% VAT – thus saving them a significant amount of money. It is normally far easier to claim this exemption when buying online. Online shops, like ourselves, are set up to allow you to answer simple questions, in the comfort of your own home. High Street retailers are generally not.
Who is eligible for VAT relief?
To be eligible for VAT relief the government says you have to fit the following criteria:
Charities – simply provide your charity number.
A person is ‘chronically sick or disabled’ if he/she is a person:
Important Note: It does NOT include a frail elderly person who is otherwise able-bodied or any person who is only temporarily disabled or incapacitated, such as with a broken limb.
What proof do we need to provide?
In order to waive VAT on your purchase, the government requires a simple declaration to be made as to the nature of your disability at the time of ordering. No proof of your disability need be shown to any party at any time. Its very easy to claim VAT relief, all we need to know is the name, address & disability of the person the item is for & what their chronic sickness or disability is. We don’t need a doctor’s letter or any reference numbers. The above information can be provided during the online checkout or if you order by phone or post we will send you a form & a freepost return envelope asking you for the above information.
Which Items are eligible?
VAT Exemption only applies to certain items; these are items which have been designed to be used by someone who is chronically sick or disabled. Examples of such products are Bath Aids, Mobility Aids, Toileting Aids & many more daily living aids and care equipment. If an item is displayed as ‘Available VAT Exemption’ or the price is shown “with VAT Relief” on our site, you are entitled to buy it as such.
Things to Remember
We do NOT decide if an item is or isn’t exempt and we don’t make any more or less money if we charge you VAT or we don’t charge you VAT. If you do not complete the VAT exemption form prior to purchase, or you are not eligible for VAT relief, we are obliged to charge you the full prevailing VAT on the whole of your order. Not all products are eligible for VAT relief, so we are obliged to charge VAT at the prevailing rate for those products that are not VAT exempt, even after you complete this form. Click here to visit the Government page on VAT for disabled people section . That also has links to other financial help if you are disabled.
For the Orthopaedic Store deliveries, we do our level best to keep the cost of any orders as low as possible for you. We also like to keep things simple. As such, we offer delivery to all UK mainland addresses and for most non-mainland UK addresses. The schedule of delivery charges is shown in each order and according to each item.
Orders of over £50 are delivered free of charge to the UK mainland. Other charges to the UK mainland are dependent on the size and weight of the item. The postage costs for each item are displayed in your shopping basket. The general charges are as follows:
Small packages: £3.99
Large packages: £7.99
Extra Large packages £11.99
International small packages £7.99*
International large packages £11.99*
Others and * please e-mail to confirm charges.
If you are looking to have orders delivered outside the UK mainland, please enquire for specific delivery prices and we’ll do our best to keep the delivery costs as low as we can.
All orders received before 2pm, Monday – Friday, will be processed within 24 hours. To ensure the most efficient and reliable service, all our orders are sent via Royal Mail, Couriers such as Yodel and UPS or the Pallet Track network. These services vary from 1-5 business days delivery, though they can sometimes take longer. Some of our products (e.g. some chairs and power chairs) are made to order so will need more time. Under the Distance Selling Regulations, we have 30 days to deliver to you but please be assured that we strive to deliver as quickly as possible – often the next day! Please see some impartial testimonials via Trustpilot that will testify to our normal high speeds of delivery.
Our standard delivery charge is applicable to deliveries to mainland UK and is applicable to most orders going beyond the mainland. However, delivery to the Scottish Isles and Highlands, the Isle of Wight, Isle of Man, Northern Ireland as well as the Channel Islands and Southern Ireland may be extra depending on the weight or size of your order. Please call us if you would like some more information. Alternatively, if our Customer Services team is not available, you are welcome to place your order if you live in one of these destinations, and we will call you if there is an extra charge for delivery. We certainly deliver smaller items to all these destinations for our standard delivery fee.
Occasionally we might be out of stock of an item. In this situation we will try to contact you by phone or email and offer the option to cancel your order for a full refund if you would rather not wait or receive a suitable alternative.
We guarantee your satisfaction. All of our products come with a 30 day no quibble money-back guarantee for UK orders. Provided they are unusued, unopened (other than to try for size), are undamaged, returned in the original packaging with the original documentation. Items of underwear and other personal products cannot be exchanged once opened.
If you have a faulty item, then firstly, we’re sorry that something has gone wrong. Please read this warranty page to see how to work with us to resolve the issue. If you are looking to return an undamaged item within 14 days of delivery, then please click for our returns page and our 14 Day No Quibble Guarantee.
The terms below are subject to individual product warranties but serve as a general warranty policy for Complete Care Shop that specifically covers capital equipment such as profiling beds, hoists and stand aids. For all other items, please also view our general conditions and returns policy.
General Warranty Terms
If an item is faulty, please work with us as we will need to establish proof of purchase and to ascertain whether an item is faulty or whether it has failed due to misuse. Following the Consumer Rights Act 2015, if a fault occurs within 140 calendar days of delivery, then that item can be returned for a choice of a refund, repair or replacement. From 14 days to 6 months from delivery, any faulty item can be returned for a repair or replacement so long as the fault lies with the product rather than any misuse. If we have already repaired or replaced and the item becomes faulty again, then you can claim a refund or a price reduction should you wish to keep the item. After six months, the onus is on the customer to “prove” that the product is faulty. In any case, if we cannot agree on the cause of the fault, we may wish to obtain a second opinion – for example, from the manufacturer or an independent expert. Where an independent expert is to be used we will seek to agree to this in writing with the customer.
Exceptions to Warranty:
1. Our standard warranty is for 12 months for new products which starts from the date of delivery. This does not cover general wear and tear through use or misuse.
2. The warranty will cover parts and labour
3. The warranty will not cover Customer damage, misuse or abuse
4. Warranty requests should be sent to the Orthopaedic Store quoting the product serial code, date of delivery, service and maintainance history and the product fault
5. Our standard Waranty covers UK mainland deliveries only. Please enquire if you have other needs
6. The warranty will not affect your statutory rights, or rights given in Complete Care Shop’s general Terms and Conditions.
Conditions of Warranty
1. The product must be installed to the instructions given in the appropriate manual for that product
2. The product must be commissioned by a person authorised by the Orthopaedic Store or a firm that is well-renown for such product commissioning (such as specialist service engineers in the care sector) – if not so, it may invalidate the warranty.
3. Unauthorised modifications will invalidate the warranty if not carried out by a person authorised by Complete Care Shop
The above warranty details should be read in conjunction with our Terms and Conditions – large printed copies of which are available upon request from our Customer Services team on firstname.lastname@example.org
The Orthopaedic Store does not offer any service maintenance contracts.
All warranty and service contract work will be carried out by Complete Care Shop approved service engineers.
Should you wish to return anything purchased from our online shop, we offer a 14 Day Money-Back Guarantee so you are in safe hands (the Consumer Rights Act 2015). There are a few circumstances where returns may not be possible so this page aims to make everything as clear as we can so please do take time to read this through.
We want to help our customers as best we can. We feel the best way we can help everyone is to keep our prices as low as possible on the website! That way, everybody benefits. However, things don’t always work out and you may have received something you no longer want, it could be the wrong size or you just want to return it. Here are the most common circumstances:
Change of Mind, Wrong Size or Unsuitable Items
We understand that you may want to return an order that you feel is unsuitable, that turns out to be the wrong size for you or if you’ve just changed your mind. Apart from a few items that cannot be cancelled and returned (see below), we are happy to offer an exchange or a refund, provided an item is returned to us unused, in it’s original condition and within 14 calendar days of receipt. You need to take reasonable care when returning an order to us as you will need to both pay for and be responsible for the return. As such, we recommend that you take out a tracked, insured return. If you want an alternative product please call us and we can arrange this for you.
Damaged on Arrival or Wrong Items were sent
Please accept our apologies if an item has arrived damaged or wrong when you receive it. Please photograph the damage and call us immediately if this has happened as we cannot take up any issues with our Couriers unless we are notified immediately. It also means we can do something about it quickly. We may require proof of damage so if you can take a photo and email us, that would be great. Where a courier wants you to sign for damaged goods, please write a note that they are damaged or “Awaiting inspection”. If you have received the wrong order, we would like to check any part numbers on your order as sometimes we use a different name to market a product to the one a manufacturer may use. Otherwise, we’ll arrange to get the item back to us. A refund or replacement can only be sent once we have received items and confirmed any damage.
In the unlikely event of an item becoming faulty, the Consumer Rights Act 2015 applies – please view our Warranty page. If within warranty, we’ll probably need to get the item back to us to either fix or replace it. We are sorry, but a replacement can only be sent once we have confirmed the fault so if you cannot wait for the item to be returned before we send one out, then please place a new order and we will refund or replace the initial item or send as soon as the fault is confirmed. Please view our General Warranty Terms.
Items that Cannot be Cancelled or Returned
Under the Consumer Rights Act 2015 you have the right to cancel your order for any item bought on this website for a full refund within 14 days, but, regretfully, this is not applicable to any of the following:
What Needs to Happen Next?
The next page will provide some helpful returns information along with what to write on your returns label. You will also need to print out (or copy the details from) our returns form which needs to be included with your return. This is necessary for us to identify who the return is from and what we need to do next.
ONCE YOU HAVE READ THIS PAGE, PLEASE CLICK HERE TO START YOUR RETURN
You are responsible for any returned goods until they reach our warehouse. We strongly advise that you obtain a proof of postage when returning any product to us. Certificates are available free of charge from the post office or by using a courier service.
None of these terms or conditions affect your statutory legal rights.
the Orthopaedic Store Disclaimer and Copyright
The contents of this website (including all website design, text, graphics, the selection and arrangement thereof and all software compilations, underlying source code, software and all other material) are copyright the Orthopaedic Store or its content and technology providers except insofar as individually stated on particular material or items.
You may view the site and download any part(s) of it to a personal computer (or other device which is capable of accessing the internet) for personal viewing for private purposes only but you are not permitted without our permission (a) to store it or any part of it other than for the purposes set out in this paragraph; (b) print out copies except for your own viewing for private purposes or for the purposes of your business (other than re-publishing such material for commercial purposes); or (c) reproduce, copy or transmit it (or any part of it) in any other way for any purpose or in any other medium. You are also not entitled to alter the content in any way.
the Orthopaedic Store provides this Internet site for your general information only. the Orthopaedic Store reserves the right to delete, modify or supplement the content of this site at any time for any reason without notification to anyone. Services shown may not be available in all countries or may be known by a different name. Indications for use may vary from country to country. No service is available or should be used in the USA or in connection with any service, treatment or person connected with the USA.
the Orthopaedic Store makes no representations, warranties or assurances as to the availability, accuracy, currency or completeness of this site or its contents. Orthopaedics.org shall not be liable for any damages or injury resulting from your access to, or inability to access, this site, or from your reliance on any information provided at this site.
The content of this site is owned or controlled by the Orthopaedic Store and is protected under applicable copyright and trademark laws. You may download content only for your personal use for non-commercial purposes, but no modifications or further reproduction of the content is permitted without the express prior written permission of Orthopaedics.org. The content otherwise may not be copied or used in any way.
If this site is linked to other sites, the Orthopaedic Store does not endorse or have any responsibility for the content of such other sites, and the Orthopaedic Store shall not be liable for any damages or injury arising from the content of any other site.
Any communications you send to this site or otherwise to the Orthopaedic Store are on a non-confidential basis, and the Orthopaedic Store is under no obligation to refrain from deleting, erasing, or destroying the information provided. Indeed it is the policy of the Orthopaedic Store to delete the information supplied where possible after a period of 90 days. Orthopaedics.org has not undertaken to retain or return any documentation, file, CD or information submitted. Any communications you send to this site or otherwise to the Orthopaedic Store are on a non-confidential basis, and the Orthopaedic Store is under no obligation to refrain from reproducing, publishing, or otherwise using them in any way for the administration of the website or for any purpose. the Orthopaedic Store shall be free to use the content of any information or communication, including any ideas, inventions, concepts, techniques or know-how disclosed therein, for any purpose including developing, manufacturing and/or marketing goods or services.
This statement will be enforced strictly by all necessary means. For permission to use any of the content outside the permissible methods described in this statement contact us.
the Orthopaedic Store Privacy Statement
the Orthopaedic Store is committed to protecting your privacy as you surf this site. No personal information is collected by Orthopaedics.org other than that directly and actively submitted by you under the terms and conditions of the site. Where ever possible any personal information you provide during the course of any contact with us will not be shared or disseminated with any third parties without your prior permission in accordance with the UK Data Protection Act 1998 and the confidentiality of personal medical records.
the Orthopaedic Store
Orthopaedics.org is a trading subsidiary of the Bristol Orthopaedic Clinic Ltd Co No 03101097 Charnwood House, Ashton, Bristol.
© Copyright 2016. All Rights Reserved by Orthopaedics.co.uk, the Orthopaedic Store provides this Internet site for your general information only. The advice contained within the web site and or any advice provided at any time by any staff or documentation of Orthopaedics.org is provided only as a limited review based on the limited information provided. The service does not take account of the medical history, other medical conditions, medical ailments, medications or drugs prescribed or taken, and has not reviewed a complete patient history or undertaken any examination. Any opinion expressed is limited by these constraints and is only to be used as a second opinion and does not assume or take over any care from the primary treating local clinician or doctor. Any opinion expressed is not to be taken as a full clinical consultation or relied upon for any treatment decisions. A full personal clinical consultation is available on request. You should always check with your local health care professional and original treating doctor or clinician before changing a treatment plan or submitting to any treatment. The information provided here is not a substitute for medical care. If you have or suspect you have a health problem, you should consult your health care professional. If you suspect that you have any infection, thrombosis or clotting disorder, tumor, cancer or deterioration in your condition or symptoms or feel unwell at any time, if the symptoms deteriorate or get worse then please consult you treating doctor or seek emergency care immediately.
the Orthopaedic Store Terms and Conditions
Clinical and Medical Disclaimer
the Orthopaedic Store provides this Internet site for your general information only. The advice contained within the web site and or any advice provided at any time by any staff or documentation of the Orthopaedic Store is provided only as a limited review based on the limited information provided. The service does not take account of the medical history, other medical conditions, medical ailments, medications or drugs prescribed or taken, and has not reviewed a complete patient history or undertaken any examination. Any opinion expressed is limited by these constraints and is only to be used as a second opinion and does not assume or take over any care from the primary treating local clinician or doctor. Any opinion expressed is not to be taken as a full clinical consultation or relied upon for any treatment decisions. A full personal clinical consultation is available on request. You should always check with your local health care professional and original treating doctor or clinician before changing a treatment plan or submitting to any treatment. The information provided here is not a substitute for medical care. If you have or suspect you have a health problem, you should consult your health care professional. If you suspect that you have any infection, thrombosis or clotting disorder, tumor, cancer or deterioration in your condition or symptoms or feel unwell at any time, if the symptoms deteriorate or get worse then please consult you treating doctor or seek emergency care immediately.
Persons making requests to the Orthopaedic Store shall do so on the basis of the published Terms and Conditions, Privacy Statement, Clinical and Medical Disclaimer, Disclaimer and Copyright statements, and it is understood by those using the site and the services of the Orthopaedic Store that these terms of reference, conditions and the limitations and limited liability are understood and agreed. All persons submitting requests or commissioning services from the Orthopaedic Store do so with this understanding. Persons making the requests shall be responsible for giving adequate instructions and shall check also that all matters are covered in the requests and that all relevant information is included in the submission. This includes the full medical history, medical ailments, and conditions, drugs and medications, allergies and any other factor which may influence the medical opinion. The persons making the submission indemnify the Orthopaedic Store in all respect of any omissions or failings to provide full information in the submission and for any subsequent omission or failing in the opinion provided.
The opinion provided is as a second general opinion and should not be used for clinical treatment decisions. The services of the Orthopaedic Store shall not be used in the USA or provided to anyone in the USA, a USA citizen or residing at any time in the USA. The liability the Orthopaedic Store and or their staff for negligence howsoever arising in respect of any loss or damage caused by an act or default of the Orthopaedic Store shall be limited to the amount received by the Orthopaedic Store for its services. For the purposes of litigation all proceedings shall be undertaken exclusively under the jurisdiction of the British Courts in the UK.
All information supplied by the Orthopaedic Store shall be treated as confidential and shall not be disclosed by the user indirectly or directly or otherwise except for the purpose of the specified opinion and person for which it was commissioned without the prior written consent of the Orthopaedic Store.
The charges made by Orthopaedics.org shall be payable on registration. No refund or reimbursement shall be undertaken for any reason. VAT at the prevailing rate shall be added where appropriate for Medico-Legal or other non-clinical reports.
Making a purchase could not be safer or easier with the Orthopaedic Store. We strive to give all our customers a 5 Star Performance – you can view impartial customer feedback on Trustpilot. Under the Consumer Rights Act 2015, you are entitled to cancel items and receive refunds or repairs or replacements – these details are covered more on our Returns page. Any refunds will be made within 30 days of an order cancellation. Under the Consumer Rights Act 2015, you have 14 days from receiving your order to change your mind and get a full refund. With our No Quibble Guarantee, we give you 14 days to return the item undamaged in its original packaging to receive a full refund. Please see more details about what this covers on our returns page.
Please browse our store through the categories until you find a product you would like to purchase. Click “ADD TO BASKET” or “BUY NOW” and that will add that item into your shopping basket. You can continue to shop for more items or Checkout which will take you through the payment process. When you are ready to checkout, make sure you are in the Shopping Basket page (view basket) and you will be asked for a few details that we need to be able to complete the order. This starts with asking if you are eligible for VAT exemption. You can either use your own Paypal or Amazon accounts to provide your details and pay or if paying by card, we ask for your contact details and the billing address – you can also enter a separate delivery address if you wish.
We accept Visa and MasterCard Debit and Credit Cards, Paypal Express and Amazon Payments. Cards are processed by PayPal, giving you the best possible security and peace of mind. No card details are recorded or kept at Complete Care Shop. If you experience any difficulties or make a mistake in your order and cannot correct it in the shopping basket, please do contact us by phone or email and we will make sure everything is put right for you.
When confirmation of your order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when we send you an invoice. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable. Please be assured that all of this is extremely rare! In all cases of dispute the law which is applied is that of England. Please also view further specific conditions relating to our Returns Policy and Delivery information.
This web site is owned and operated by the Orthopaedic Store who are completely dedicated to your total satisfaction. If you have any suggestions or comments or if you need to contact us, please email us using the contact link on any shop page or use the details below.
Should you have a complaint, please call our Customer Care team to discuss in the first instance. If you are not satisfied, then please send an email to email@example.com and include the word “Complaint” in the Subject line. Should you feel that we have not handled a complaint well for you, please ask for the complaint to be escalated to be dealt with by a Manager and escalated to a Director if necessary.
the Orthopaedic Store firstname.lastname@example.org
Bristol orthopaedic Clinic Ltd T/A the Orthopaedic Store
Registered in England and Wales number: 3101097