We hope that you will be happy with your purchase, however we understand that sometimes you may find that a product does not suit your needs or that you have simply changed your mind.
If you wish to return a product(s), you have 30 days to notify us of your return and then a subsequent 14 days to physically return unused products still in their original packaging for a full refund.
Returns must be sent to our warehouse in Walton Summit, Preston.
Please hang on to the packaging until you're sure you're happy with your product - returns are much easier if you've still got the boxes and bags it came in! Regretfully we are unable to supply additional packaging for returns.
If the product(s) are not returned in their original condition with all necessary packaging, we reserve the right to charge for repair or replacement of any product(s) or packaging.
Unfortunately we cannot accept returns on product(s) that have been specially adapted to suit your requirements, or for products that can void Health & Safety regulations if used e.g. incontinence, bathroom or toilet products. A refund can only be given if the product(s) arrives faulty, damaged or incorrect. For incontinence products a refund can only be granted if you haven't opened the outer packaging/wrapping.
None of these terms or conditions affect your statutory legal rights.
To process a return please contact our Customer Services team.
Call 0300 100 0248
Email us at customerservice@completecareshop.co.uk
As soon as you place an order with us, we start to process your item(s) ready to send out to you, so you can’t cancel or change your order. We understand you may want to return an order when it arrives because you feel is unsuitable or your circumstances have changed.
When returning an order to us for change of mind, please be aware that 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.
Any partial refund of an order will not include your original delivery cost. If a refund is due on a return requested after the initial minimum 14 day period for change of mind this will exclude any original delivery costs paid.
Failure to confirm that you no longer wish to keep your goods before sending back, may result in a return being rejected.
We're sorry if, in a rare instance, your parcel has arrived damaged or if you have received the wrong product. In order for us to act quickly and coordinate with our couriers, please contact our Customer Service team as soon as possible, preferably on the day of delivery.
We need to check the part number and require proof of damage so if you can take a photo and email us, that would be great.
A refund or replacement can only be sent once we have received the products.
Here at Complete Care Shop we have an extended 30 day policy but there are some exceptions:
- Sealed goods that are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery, such as facemasks and personal care consumables.
- Any ‘used’ products that can void Health & Safety regulations e.g. incontinence, bathroom or toilet products. For incontinence products a refund can only be given if you haven't opened the outer packaging/wrapping.
- Made-to-order products and bespoke products that have been especially adapted or configured to suit your requirements. A refund can only be given if the products(s) arrives faulty, damaged or incorrect.
First and foremost, Complete Care Shop would like to express our condolences to you and your family for your loss.
If you wish to return a product, we ask that you first refer to our returns policy above where you will find information on what we can and cannot refund, as well as any charges that may apply.
If the bank account or card belonging to your family member has not been closed, we can process the refund automatically to the original payment method.
To process a return please contact our Customer Services team.
Call 0300 100 0248
Email us at customerservice@completecareshop.co.uk