Please note: ‘You’ or ‘Yours’ denotes ‘The Customer’
Service and Delivery
Where products are to be delivered, this will be done by Thistle Help Ltd, a courier service or Royal Mail. Some products may require installation or adjustment by one of our Thistle Help Ltd employees to ensure that you gain maximum benefit from our products. If for any reason you are unhappy with the parcel you receive (i.e. it is in a damaged state), please refuse delivery of the item and contact Thistle Help Ltd on 01294 313369 and we will arrange for a replacement item to be sent.
Batteries
Only batteries purchased and fitted by Thistle Help Ltd are covered by warranty after all necessary checks have been carried out. Please note: To adhere to all government guidelines, if batteries are fitted by anyone other than Thistle Help Ltd, VAT must be added and it will also invalidate your warranty.
Time Scale of Delivery/Products
We endeavour to dispatch all products within a reasonable time scale. Any out of stock items ordered can be collected or despatched as soon as we receive it from our supplier which may incur an additional charge. If delivery is longer than expected we will notify you. It is your right to cancel your order when we notify you of the delay. You will receive a full refund including postage and packaging.
Returns
You do not have a legal right to a refund or replacement in the event of you changing your mind. Although as a goodwill gesture our policy is to give our customers a ‘cooling off’ period of 14 days from purchase; if your item is being posted to you, an additional 14 days will be added after you have received your item. Any returned products must be complete, unused, in an undamaged state and returned in their original outer packaging. If you purchase from our showroom and it does not meet our returns policy above, no refund will be given. If distance selling, Thistle Help Ltd reserves the right to charge for repair, replacement or repackaging of any products not returned in their original condition. This charge may include cost of parts, materials, packaging, labour and any subsequent loss to Thistle Help Ltd.
All orders that are returned will be subject to a 15% administration and handling charge unless otherwise agreed with an employee of Thistle Help Ltd.
Customers who decide to return goods which require specific skilled technicians to visit the delivery address, or the goods were bought to order, will only have 50% of the total value of the purchase redeemed, if no distance selling is involved. This is due to the cost of delivery and labour costs for skilled personnel. For further information please contact Thistle Help Ltd on 01294 313369.
PLEASE NOTE:
All lift & rise recliners, pressure care cushions, incontinence products, bathroom aids if unsealed and compression stockings/tights can not be returned due to personal hygiene laws. Goods manufactured or obtained to special order will not be accepted as returns and must be paid for in full. It is your responsibility to ensure the product will fit into the location you desire and have access into the premises.
Payment
Thistle Help Ltd accepts payments in person, by cheque, over the telephone or by BACS. All orders are processed by a member of our staff who are fully compliant with both Data Protection and Computer Misuse Acts. All orders to be delivered may incur a postage and packaging charge which will be notified to the customer prior to the shipment of goods.
All personal information gathered is for the sole purpose of processing customer orders and is not passed to any third party; with the exception of VAT inspection.
Thistle Help Ltd accepts the following credit and debit card payment methods: Visa, MasterCard, Maestro, Switch, Delta and Visa Electron.
Where cheques are used for payments, they should be made payable to Thistle Help Ltd. Please allow 3 working days from the date of
receipt to enable the cheque to clear before the shipment of goods.
VAT Exemption
Individuals who are chronically sick or disabled and whose products are for personal use including all charities, where the products are made available to a disabled person for their own personal or domestic use may be eligible for VAT exemption.
The majority of Thistle Help products do include VAT (unless otherwise clearly stated). We would require a VAT exemption form to be completed stating the customer’s condition to qualify for VAT exemption. VAT will only be deducted for eligible customers.
Guarantee
The majority of our products are guaranteed for 12 months by the manufacturer. However, some products are guaranteed for longer. If any problems are experienced with the products, please contact Thistle Help Ltd for advice and further information.
Hiring
All hire products must be returned in the same condition they are received. All hire equipment periods incur a mandatory £5 insurance charge in addition to the hire cost.
We reserve the right to obtain an additional deposit prior to the equipment being hired out. This can be accepted in the form of a debit or credit card or cash.
All hires must be pre-paid either prior to the hire period or on the first day of hire and a hire agreement form must be completed. We require proof of identity in the form of either a utility bill, bank statement or any other suitable form of identification. The hire agreement must be completed and adhered to.
Discounted Products
Any discounted products from our ex-display range are sold as seen and are not returnable.
