Refund policy

Returning Something Purchased In-Store

We work really hard to ensure that before anyone parts with their money they are confident they know what they are ordering, how it will work and what it costs. It is really important to us everyone is happy with their purchase and we will always aim to meet or exceed someone’s standard consumer rights in the event something goes wrong.

Cinque Ports Healthcare only sell prescription equipment. In law these are also referred to as Made To Order, Made To Measure, Bespoke, Special, Custom or Prescriptive products. These are products that are specially adapted or constructed to suit your specific needs. Unfortunately, we are unable to accept returns on any prescriptive equipment.

If you have placed a deposit with us for prescriptive equipment you are agreeing at that time to pay the full balance upon receipt of the product(s) and you have entered a contract with us. The products remain the property of Cinque Ports Healthcare and its parent Cinque Ports Mobility Ltd until full balance is paid.

If you change your mind after placing a deposit, we will endeavour to cancel your order with the manufacturers. Depending on the state of the build you will receive between 0% and 100% of your deposit back. The closer to completion the product is the more Cinque Ports Healthcare will be charged in cancellation fees.

If you change your mind after the product has shipped you will receive no refund on your deposit but you will not be liable for the remaining balance.

In the event of a death before a product is delivered Cinque Ports Healthcare will attempt to cancel the build with a view to refunding as much of the deposit as possible. No costs other than the manufacturers cancellation costs will be deducted from the deposit. The remainder will be refunded. Death certificates may be required depending on the circumstances.  

If you change your mind within 14 days after delivery of the equipment and ahead of the paying the full balance the product will be collected. You will not receive a refund of the deposit and you will be liable for making good any sign of wear and tear on the product. There will be no costs for the collection of the equipment if within Kent. Additional costs will apply if the equipment is no longer within Kent, not exceeding £250.

If you need to cancel equipment and/ or need to notify us of the death of someone who is due to receive equipment please contact us using the following methods:

Info@cinqueportshealthcare.com

Telephone: 01303 7637037

In-Store at our Healthcare Address.

 

Returning Faulty Goods

If your products are out of Warranty don’t worry we can still get them fixed for you, as long as parts are still available. Please Email us at info@cinqueportshealthcare.com.

For products out of warranty you will be liable for any callout costs, labour costs and parts costs. No works will be conducted without prior quotation approval. This can be given in writing or over the phone.

If your goods develop a fault and are under warranty we will replace any faulty components. Where there is indecision regarding whether a fault has been caused by the user or is a genuine component failure the decision will rest with the manufacturers. This may mean a delay while the components are sent off for inspection. Cinque Ports Healthcare will endeavour to keep you mobile where possible.

In the event of a warranty we must be notified immediately and we may request photographs or videos to be sent to help us identify the exact problem. Please send these to info@cinqueportshealthcare.com or see our Contact Us page for alternative contact methods.

If you cannot bring your product to us we may, at our sole discretion, charge a fee to get to the location of the product and for any labour involved in completing the warranty work.

We recommend taking out an extended insurance and warranty policy on all equipment purchased from us as this will cover the costs of callouts if and when things go wrong.

You may avoid any callout fees by bringing the products to us. This must be done by prior arrangement.

You will need to give us adequate time to fix products. We can typically fix products within 24 hours if we have the parts required. Most delays are as a result of us waiting for the supply of parts from our manufacturers. These times may increase during periods of global uncertainty including Covid-19, Brexit and War.