General warranty terms

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 30 days of delivery, then please click for our returns page and our 30 day returns policy.

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.

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 30 calendar days of delivery, then that item can be returned for a choice of a refund, repair or replacement. From 30 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:

• A consumer cannot claim for defects that are brought to their attention before the sale, or if the consumer examines the goods before purchase and any defects should have been obvious
• A consumer cannot claim for damage they cause or if they simply change their mind about wanting the goods
• Neither can a consumer claim if they chose the product themselves for a purpose that is neither obvious nor made known to Complete Care Shop and they then find that the item is simply unsuitable for that purpose. For example, if a consumer buys a stand aid and breaks it attempting to use it as a hoist, they cannot make a claim unless the trader told him it would be suitable for using as a hoist
• A consumer has no rights to claim for faults that appear as a result of fair wear and tear

NRS Healthcare guarantees its own-branded products for a period of 24 months, from the date of purchase, against faulty materials and workmanship. This extended guarantee is applicable only to NRS brand products and not to third party products.

This guarantee does not cover abuse, interference or tampering with any part of the products. Issues arising from fair wear & tear and customer misuse are not covered.

This guarantee covers domestic use only. If the product is used in commercial or semi-commercial settings such as care homes, schools, rental or communal accommodation etc., the guarantee is valid for one year only. Consumable parts are also guaranteed for one year only.

Any guarantee issued by NRS Healthcare does not affect your statutory rights.

1. Our standard warranty is for 12 months for new products (2 years for NRS Healthcare branded products) and 6 months for reconditioned goods – all of which start from the date of delivery – unless otherwise agreed in writing
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 Complete Care Shop quoting the product serial code, date of delivery, service and maintenance history, and the product fault
5. Our standard warranty covers UK mainland deliveries only
6. The warranty will not affect your statutory rights, or rights given in Complete Care Shop's general terms and conditions

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 Complete Care Shop 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

We are proud to be an appointed representative of Mark Bates Ltd, a family run business that provides a range of excellent insurance policies. Through more than 30 years of experience Mark Bates Ltd have designed their range of insurance policies to provide protection you can rely on. They truly have customer care at their heart, and with a 5-star Trustpilot rating, you know you are in safe hands.

As such, we recommend all our customers ensure their equipment is protected with their comprehensive insurance and warranty policies.

We understand that unforeseen breakdowns can be frustrating and costly, which is why we are in partnership with Mark Bates Ltd to offer coverage for mechanical or electrical issues that may arise. Don’t let unexpected breakdowns hold you back – choose Mark Bates Ltd extended warranty and rest easy knowing we’ve got you covered every step of the way.

Cover for mechanical or electrical breakdowns including:

• Parts
• Call out
• Labour

Please click here to read the Terms of Business from Mark Bates Ltd.

For more information or to purchase an extended warranty or insurance cover, please contact us.

The above warranty details should be read in conjunction with our terms and conditions. Large print copies of this are available upon request from our Customer Services team on 0300 1000 248 or [email protected].

To ensure your warranty is intact and more importantly, that your equipment has continued reliability and performance, Complete Care Shop offers a range of low cost service contracts (click to view). For further information, please contact Customer Services on 0300 1000 248 or [email protected].

All warranty and service contract work will be carried out by Complete Care Shop approved service engineers.