Terms and conditions

These General Terms and Conditions of Sale apply to any order you place through www.completecareshop.co.uk as a consumer. If you are placing an order on behalf of an organisation in a professional/business capacity the following terms and conditions do not apply. Instead our trade terms and conditions apply, please contact [email protected] for more information on these.

You must read these General Terms and Conditions of Sale carefully. By placing an order through the Website, you confirm that you have read, understood and agree to these General Terms and Conditions of Sale in their entirety.

If you do not agree to these General Terms and Conditions of Sale in their entirety, you must not order any product or service through the Website.

Should you have any questions on our terms and conditions as detailed below please contact Customer Service.

When placing an order with us you may register an account with us and provide us with some compulsory personal information or order as a “guest” without registering an account. Please see our privacy policy for more information on how any personal information that you do provide will be used.

You confirm that all information and details provided by you to us (including on registration) are true, accurate and up to date in all respects and at all times. You can update or correct your details at any time by going to Your Account.

Please note that completion of the online checkout process does not constitute our acceptance of your offer to purchase products from us. Our acceptance of your order will take place only when we despatch the product(s) that you ordered from us.

We will notify you by email as soon as possible to acknowledge that we have received and are processing your order.

Prices shown are for delivery only to specified UK destinations. We reserve the right to change prices without prior notice at any time. Prices charged will be those in force at the date of the Customer's order.

VAT will be charged at the prevailing rate on all applicable products. Our website prices are shown as both excluding VAT (where applicable) and including VAT.

Members of the public with chronic illness or disability may be subject to VAT relief. Relief claims can be declared on the shopping basket and check out page of our website or in writing if placing your order via post. Please contact Customer Service for further information. Claims for VAT relief cannot be taken over the telephone. 

We regret VAT cannot be credited at a later date if the required VAT relief declaration is not received at time of ordering.

During the checkout process, you will be asked to enter your payment details. By completing your payment details you confirm that the credit or debit card being used is yours. All fields indicated as compulsory must be completed. All card payments are subject to authorisation by your card issuer. Payment must be made at time of ordering by credit/debit card or PayPal.

Goods contained on this website are offered subject to availability.

Delivery will be to the UK address specified in your order. If no one is available at a residential address at the time of delivery, a note will be left to advise whether your order has been left in a safe place e.g. with a neighbour, or returned to depot.

Unless otherwise stated, Oversize items are delivered to a ground floor location and are not installed in situ.

For orders placed with a value below £50 excluding VAT, we make a Standard Delivery Cost of £4.99 for each order (but see note below). Free delivery applies when you spend £50 (exclusive of VAT and including discounts) or more online in a single order delivered to a single UK address (see note below).

Please note: Some postal addresses in Northern Ireland, some offshore islands and some remote areas of Great Britain are not covered by our Standard Delivery Cost or Free Delivery. The additional delivery charge will be calculated during checkout based on the delivery postcode provided.

Urgent Next Day Delivery orders can be arranged for an additional carriage cost. For details, please contact Customer Service.

Under normal circumstances all goods on your order will be despatched in full within 48 hours. If an item is out of stock we will advise you by email or phone and endeavour to supply the item as soon as possible. Alternatively, we may supply a near equivalent item or ask you to re-order. If you have any queries on the above do not hesitate to contact Customer Service.

All risk in the products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the delivery address specified in your order.

For some adjustable beds, riser recliner chairs and mobile hoists we offer a comprehensive Delivery & Installation Service. These items are shown as Home Assembly Service as indicated on the web page. This option includes a complete service by trained engineer(s) who will bring the item inside a room of your choice and set up, install and give a demonstration. They will also give advice, take questions and remove all packaging.

Once you have placed your order we aim to deliver your item within 10-12 working days. The team will contact you to acknowledge receipt of your order and then again 48-72 hours prior to delivery to confirm a convenient date and time.

Please note in the event you are not in on the agreed date/time you will be charged a failed delivery fee of £100.00.

Should you decide to cancel your order prior to delivery and installation please contact us and have your order number available. Please ensure you notify Complete Care Shop 48 hours before the expected delivery and installation date as any later may incur a cancellation fee.

You should check all products you receive against your order. If the products you receive are damaged or incorrectly supplied on delivery then you must inform us (by contacting Customer Service by phone or email) within 7 days of your delivery, or within 30 days if the goods are faulty - quoting your customer number and the delivery note number.

We reserve the right to inspect any product reported as faulty before refund or replacement.

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. With us, you have 30 calendar days to return your order. Please see our returns policy for more information on this.

Your right to cancellation does not apply to goods made to your specification which you will be directed to order by phone through Customer Service.

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 Complete Care Shop to collect the goods (when advising cancellation).

If you choose to return any items to us, you must do so within 30 calendar days of receiving the item. 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, Complete Care Shop 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 e.g. 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.

We have taken reasonable precautions to try to ensure that prices quoted on the Website are correct and that all products have been fairly described. However, when ordering products through the Website, please note that:

Orders will only be accepted if there are no material errors in the description of the goods or services or their prices as advertised on this Website

All prices are displayed in pounds sterling

Packaging may vary from that shown on the Website

While we try to display the colours of our products accurately on the Website, the actual colours you see will depend on your monitor and we cannot guarantee that your monitor's display of any colour will accurately reflect the colour of the product on delivery

All measurements and dimensions given are for guidance only and may vary within a tolerance of plus or minus 5%

All items are subject to availability. We will inform you as soon as possible if the product(s) or service(s) you have ordered are not available and we may offer alternative product(s) or service(s) of equal or higher quality and value. Any alternative products supplied will be covered by the same Right to Cancel as above

An extended 24 month guarantee applies to all NRS Healthcare branded products. A standard 12 month guarantee (from the date of delivery) applies to all other products with the exception of consumables, and disposable and limited life products.

Any products we supply to you will be of satisfactory quality when delivered and when used for purposes for which the goods of that type are ordinarily used (in accordance with User Instructions where supplied). The company will not be liable for any defect in the Goods arising from fair wear and tear, willful damage, accident, negligence or use other than that intended.

If any goods do not conform to that warranty and where we are notified within 12 months (24 months for an NRS Healthcare product) of the delivery date, the company will, at its option, either replace goods found not to conform to the warranty, or bring goods into merchantable quality, or take back the goods found not to conform to the warranty and refund the appropriate part of the purchase price. We reserve the right to inspect the product before refund or replacement.

If the product becomes faulty in the first 30 days you can (as specified by the Consumer Rights Act 2015) reject the item for a refund rather than receive a replacement or repair. We reserve the right to inspect the product before refund or replacement.

Goods will only be collected from the delivery address.

You have certain rights as a consumer, including legal rights relating to faulty or misdescribed goods. For further information about your legal rights in the UK, contact your local authority Trading Standards Department or Citizen’s Advice Bureau. Nothing in these General Terms and Conditions will affect these legal rights and, in particular, we will perform our obligations under these General Terms and Conditions with reasonable care and skill.

For the purposes of internal training we will from time to time monitor and record customer telephone communications. Confidentiality for our customers is assured at all times.

Should the customer wish to formally complain, they should write to the Customer Service Manager by emailing [email protected] or by post to: 

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

The complaint will be promptly acknowledged and should the complaint not be resolved within five working days the company will provide regular feedback until full resolution.

There are certain liabilities which we cannot exclude by law and nothing in these General Terms and Conditions limits our liability for personal injury or death caused by our negligence or for fraud.

We are only responsible for losses that are a natural, foreseeable consequence of our breach of these General Terms and Conditions. We will not be liable to you if we are prevented or delayed from complying with our obligations under these General Terms and Conditions by anything you (or anyone acting on your behalf) does or fails to do.

You must follow any advice we give you to keep products we supply to you safe (including any instructions or product manuals provided with the products). We cannot accept liability for damage to products we have supplied which is caused by your failure to follow this advice.

We may update or amend these General Terms and Conditions of Sale from time to time to comply with law or to meet our changing business requirements without notice to you. Any updates or amendments will be posted on the Website.

You may not assign or sub-contract any of your rights or obligations under these General Terms and Conditions of Sale to any third party unless we agree in writing.

If any of these General Terms and Conditions of Sale are found to be illegal, invalid or unenforceable by any court of competent jurisdiction, the rest of these General Terms and Conditions of Sale shall remain in full force and effect.

Only you and we shall be entitled to enforce these Terms of Sale. No third party shall be entitled to enforce any of these Terms of Sale, whether by virtue of the Contracts (Rights of Third Parties) Act 1999 or otherwise.

These General Terms and Conditions of Sale are governed by the laws of England and Wales. We will try to solve any disagreements quickly and efficiently. If you are not happy with the way we deal with any disagreement and you want to take court proceedings you must do this within the United Kingdom.

Complete Care Shop is a trading style of Nottingham Rehab Limited which is registered in England and Wales No. 1948041 to Sherwood House Cartwright Way, Forest Business Park, Bardon Hill, Coalville, Leicestershire, LE67 1UB

VAT registration No. GB156919571

We reserve the right to remove any promotion (percentage off discounts and monetary discounts) on the completecareshop.co.uk website at any time and with no prior notice.

Maximum 1 order discount per person. Anyone trying to circumvent this rule by using alternative details, bulk quantities made from trade, consumer groups or 3rd parties will not be accepted. If it becomes apparent that an order is being made by any of these users or any automated means, that order will be disqualified from the promotional activity and cancelled.

Some products that require an assessment or that are fulfilled by a 3rd party are exempt from price promotions unless specifically stated otherwise. This includes our premium delivery service and specialist products.

Spend up to £150 and get 5% off with code FIVEOFF

Promotion applied at checkout on Complete Care Shop (www.completecareshop.co.uk) only.

Spend up to £150 and get 5% off with code FIVEOFF.

The discount will be automatically applied to eligible items. Specialist service products are excluded from this promotion.

The discount codes expires at 11:59 PM on 31st April 2025. Any attempts to apply the code after this date will not be accepted.

This discount cannot be used in conjunction with any other offers, promotions, or discount codes. This discount has no cash value and cannot be exchanged for cash or any other form of credit. If a product purchased using this discount is returned, the discount will be deducted from the refund amount.

This promotion is offered by Complete Care Shop, a trading name of Nottingham Rehab Limited (NRS Healthcare), registered at Sherwood House, Cartwright Way, Forest Business Park, Bardon Hill, Coalville, Leicestershire, LE67 1UB.

Complete Care Shop reserves the right to amend or withdraw this offer at any time without prior notice.

All other standard terms and conditions of sale apply which are available on our website.

By using the discount code, you agree to these Terms and Conditions.

Complete Care Shop (as a trading name of NRS Healthcare), is pleased to be working with Paypal Credit to offer finance payment options to help you spread the costs of a purchase for up to 24 months.

Paypal Credit is available on purchases over £99 and individual products over this amount will automatically show the finance options available to you while shopping online.

Nottingham Rehab Limited, Sherwood House, Cartwright Way, Forest Business Park, Bardon Hill, Coalville, Leicestershire LE67 1UB is an appointed representative of Mark Bates Limited t/a Premier Care of Premier House, Londonthorpe Road, Grantham, Lincs, NG31 9SN, which is authorised and regulated by the Financial Conduct Authority. Register number: 308390.