Refund Policy


Placing An Order

You can place an order directly on our website or by calling our office on Tel: 01274 947003. Orders can also be accepted by email at

We welcome official purchase orders from NHS Trusts, Charities, Schools and Colleges.


You are able to pay for your order in a number of ways:

By using Secure online checkout with Worldpay, As a global leader in payment processing, Worldpay offers superior security for merchants and customers alike.


Or by any of the following methods

By BACS direct to our Bank

By Pro-Forma Invoice (our sales team can email an invoice to you)

By calling us with your card details

By Cheque made payable to “Arden Care Supplies Ltd”

NHS organisations (30 day account with official purchase order)


Cancelling an order

The Consumer Contracts Regulations 2014 give you the right to cancel a contract for purchase of an item within 14 days of the conclusion of the contract.

Should you wish to cancel an order, please contact our Customer Service department on Tel: 01274 947003 between the hours of 9am and 5pm, Monday to Friday. Please note that the order number/date the order was placed will be needed in order for us to action your request quickly. Outside of these hours, please contact us using our contact form  Contact Us

Please note that you can cancel your order for stock items prior to delivery without charge, providing that you notify us at least 48 hours before the arranged delivery time. Orders cancelled within 48 hours of the arranged delivery time may incur an administration charge.

There are specific circumstances where orders cannot be cancelled – these include items made to order/personalised, goods with a seal for health protection/hygiene reasons that have been broken following delivery.


Delivery from Arden Care Supplies

We aim to deliver the majority of products available on our website within 5-7 days of a purchase order being placed using a recognised national courier service (delivered Monday to Friday). In order to allow us to offer an extensive range, we have agreements in place with our suppliers to deliver products directly to you from them. This may mean that when ordering multiple products, these products may be delivered separately by different carriers. Please note that in this instance, only one delivery charge (if applicable) will be made for an order, even if it is for multiple items.


Bed Delivery

Some larger items, such as electrically adjustable beds have standard delivery free of charge as part of our service. If you require a more comprehensive service including for example, full installation of a nursing care bed with a product use demonstration, please see the options for this in the product details on our website. Our installation team will contact you directly to book a mutually convenient installation date.


Medical Couch Delivery

As many medical couches are manufactured to order, delivery of these products may take 3 to 4 weeks from receipt of purchase order. However, we may be able to offer a faster delivery on certain items so please do contact us on Tel: 01274 947003 for current lead times.


Delivery of Goods

Providing Additional Delivery Information

If you have any specific delivery instructions you would like us to pass to the courier, please call our sales team on Tel: 01274 947003. Please note that instructions to leave items without a signature are only accepted at the risk of the customer. We are not liable for items which are lost in these circumstances.


Delivery Charges

All orders for products over £150 in value delivered to addresses on the UK mainland are free of charge. Installation charges may apply for specialist services – please see product descriptions for details, option and costs.

Orders under £150 are charged at £12.50 + VAT for delivery to the UK mainland.

For deliveries to UK islands, Isle of Man, Jersey, Guernsey etc, please call our customer service department on Tel: 01274 947003 for current shipping costs.


Missing Items

If any item you have ordered is missing from your delivery, please inform the customer service department within 48 hours on Tel 01274 947003 or by email via at


Damaged deliveries

Should your order sustain minor damage during shipping or it has a manufacturer’s defect, please inform the customer services department within 48 hours on Tel 01274 947003.

We will arrange for the goods to be repaired in your home where possible/appropriate. Alternatively, we will arrange to have them returned to the manufacturer and a replacement will be sent to you as soon as possible. If items need to be returned, please keep the original packaging. All returns and repairs must be arranged through our Customer Service Department (we are unable to pay for returns which we have not authorised).


Returns and Refunds Policy

We would like you to be completely satisfied with your purchase from Arden Care Supplies Ltd and we pride ourselves on complying fully with the Consumer Contracts Regulations 2014 in providing our customers with an efficient and trustworthy online purchasing service.

However, if the item is not suitable, you can return the product providing that you have contacted us either by email or telephone within 14 days of receiving your order in full (For beds you must contact us within 7 days). The only exceptions to this policy where items cannot be returned are mattresses, Side Rail Pads, Medical Fleece, Cushions and Commodes for reasons of hygiene. Other exceptions include products made to order/personalised such as couches and seating, unless the product is faulty.

The only liability to you would be the cost of us recovering the goods from your property which may vary depending on the logistical cost. This charge would therefore be deducted from your refund. All returns must be “as new” and in re saleable condition. We reserve the right to charge a further re stocking fee of up to 25% of the total order value on all returns of healthcare equipment used or unused where the equipment must be returned to the manufacturer to undergo decontamination processes and inspection prior to being returned to stock.

If an item is faulty, we will either exchange the product or offer a refund to you in full. Please notify us as soon as possible either by email at or by calling us on 01274 947003 and our customer services department will guide you through the returns process.