Returns

Need to return a product you've bought from us? Read our returns policy below to find out everything you need to know. 

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.   

We offer our customers an extended 30 day return policy from date of delivery (see below for terms and conditions), over and above the legal requirement of 14 days under The Consumer Rights Act 2015.   

There are certain circumstances and items where returns may not be possible, please read the information below to find out more. 

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. 

At Complete Care Shop we have a 30 day refund policy, apart from a few products that can't be cancelled or returned (see further below) This does not affect your statutory rights. When returning goods, they must be: 

• Unused, in a re-saleable condition, with all original components. 
• In original packaging (with the tags if applicable). 
• If the item has security seals, these must be unbroken and intact. 

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. Click here to start a return 

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.  Please contact us here. 

 A refund or replacement can only be sent once we have received the products. 

If you receive a faulty item, please contact our Customer Service team as soon as possible, preferably on the day of delivery.  Please contact us here. 

In the unlikely event of a product developing a fault, the Consumer Rights Act 2015 applies - please view our warranty page. If the product is within warranty, we'll arrange for it to be returned to us to either fix or replace it. We're sorry, but a replacement can only be sent once we have confirmed the fault. If you can't wait for the product to be returned before we send one out, then please contact the customer service team directly first. Please view our general warranty terms. 

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. 

The next page will take you through the returns process step by step. 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 so we know who the return is from and what we need to do next. 

Click here to start a 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.