If you’ve changed your mind about your purchase, you have 14 calendar days to return your order for a refund providing the item is in its original packaging, complete, unused and undamaged.
There are a few circumstances where we cannot accept returns on items, so please read this policy carefully before placing an order with YourCare or contact a member of the team who will be happy to help you with any questions you may have.
As you are buying products online, we are happy for you to inspect the item, as you would in store, before returning it. But if you have used the item, we won’t be able to offer a full refund for the product.
We cannot accept returns on the following items (unless faulty):
- products that are made to your specifications or are clearly personalised;
- products that can void Health and Safety Regulations such as Incontinence products, bathing and toileting equipment (Refunds can only be granted if the packaging or seal has not been opened, broken or tampered with in any way or if the item is faulty, damaged or incorrect)
- any products which become mixed inseparably with other items after their delivery.
We reserve the right to reduce your refund to reflect any reduction in the value of the goods, if this is caused by you handling them for example if a product(s) gets damaged because it wasn’t packaged properly when returned.
- Engineer Collection Service
Some products may need to be dismantled in order to be returned to us, please contact us and we will make arrangements for an engineer to collect the product from you.
- Cancelling or Making Amendments to an Order
Our aim is to get your order to you as soon as possible so we may not be able to cancel an order once you’ve placed it. If you need to cancel or amend an order please contact us immediately by using any of the methods on the Contact Us page and providing it has not already been dispatched, we will do what we can to help.
Once your order has been dispatched from the warehouse and on its way to you, you won’t be able to amend or cancel your order. You will need to return the item back to us by following the returns procedure. Please note some items cannot be returned.
- Missing or Incomplete Order
We make every effort to send your order to you in one delivery but please bear in mind that our products may be sent out from multiple warehouses and so may arrive separately. Where possible, we will give you updates of the status of your order and delivery via email.
If any item is missing or incomplete from your order please contact us immediately by using any of the methods on the Contact Us page.
- Damaged or Wrong Item Received
We always take extra care to make sure your order is delivered in excellent condition but sometimes accidents may happen that are beyond our control. We are sorry if you receive a damaged or wrong item and we will need you to contact us immediately by using any of the methods on the Contact Us page so we can take the steps to resolve this swiftly.
We may need additional information from you regarding the damaged/wrong item(s) such as emailing a photo to us to help us get to the problem as quickly as possible but a member of the team will let you know what we will need when you contact us.
Please note that we will only be able to issue a refund or replacement once we have the received the item and assessed the damage.
- Faulty Items
At YourCare we pride ourselves in providing quality products to our customers so in the unlikely event that a product has a fault or develops a fault during its warranty period please contact us as soon as possible. Click here to see how to Contact Us.
We will do everything we can to make sure your product(s) is back in full working order as soon as possible, this may be in the form of a repair (depending on the age and type of product), replacement or a refund.
To Make a Return
If you have changed your mind and would like to return your order for a refund, please contact us by using any of the methods on the Contact Us page.
You will need to make suitable arrangements to return your item(s) to us. We advise that you take reasonable care of the item whilst it’s in your possession as you are responsible for your return until it reaches our warehouse. We suggest that when returning a product(s) that you obtain proof of postage from the Post Office or Courier Service you use.
You will need to make suitable arrangements to return your item(s) to us. We suggest using the Post Office to return small items and a Courier Service such as DPD to return medium sized items. For larger items please Contact Us and we can advise on a suitable courier service.
We advise that you take reasonable care of the item whilst it’s in your possession as you are responsible for your return until it reaches our warehouse. We suggest that when returning a product(s) that you obtain proof of postage from the Post Office or Courier Service you use.
Some products may need to be dismantled in order to be returned to us, please Contact Us and we will make arrangements for an engineer to collect the product from you.
By using this service, you are agreeing to pay for this collection service. Please contact us for more information about this service.
Once your item has reached our warehouse we aim to work through the details of your return as quickly as we can. Once we have received the item(s) we will refund the person who originally placed and paid for the order on the original debit, credit or charge card used when placing the order. Please note it can take up to 14 days to receive your refund from returning your order.
Please see our Terms & Conditions for more information.