Online Shop Help

Ordering a Product

How Do I order a Product?

Creating an Order

• In order to create an order you will need to have previously logged in by entering your user name and a personal password of your choice in the boxes provided.
• Having located a product you wish to purchase, click the "Add to Order" button.
• You can remove a product from an order at any time prior to purchase by visiting your basket and clicking “Remove Item”.
• Once the quantities have been selected (click update to register the changes) you have the choice of adding additional items to the order by clicking the "Continue Shopping" button, or completing the purchase.

Sending the Order to us

To complete your purchase, please complete the ‘options’ on the order form and click on the "Place Order" button

The ‘options’ to be completed in the shopping basket are:

Invoice and Delivery Addresses - choose from any available options.

Carriage – will be automatically charged at the rate shown on your invoice.

Having satisfied yourself that all details entered are correct please click "Order Now" to send the order to us via a secure server.

Your data is fully encrypted for security before it is sent to us.

Administration and Documentation:

Once you have successfully placed your order you will receive an immediate response listing the contents of your order.

With your goods you will receive a despatch note listing the contents of the parcel and details any items that will follow on at a later in the event of being out of stock.

Payment will be processed, upon receipt of order.

In the event of an item being unavailable at the time of ordering, we will contact you by telephone or email to confirm projected availability details.

Once goods have been despatched, a copy of the paid invoice will be sent separately by post to the invoice address you provided

Other Ways to Order Our Products

If you would like to place an order but do not wish to do on using the internet you can POST your order to us along with your payment (and VAT exemption declaration if applicable) to:

Nottingham Rehab Supplies
Findel House
Excelsior Road
ASHBY DE LA ZOUCH
Leics.
LE65 1NG

Alternatively for orders where payment will be by credit card or debit card you can TELEPHONE your order to
0845 121 8111 (8.30am – 5.00pm weekdays)
Please note however if you wish to make a claim for VAT exemption your order cannot be accepted by telephone as a written VAT exemption declaration is required at the time of ordering.) VAT exemption orders can be accepted via the internet or post only.

Order Cancellation

Once processed to our warehouse or despatched, we are unable to accept an order cancellation.

Products made to order i.e. “Direct Delivery” and are non-cancellable or returnable once ordered. Normal statutory rights are not affected.

Direct Delivery

Some products are marked “Direct Delivery. These items are made to order. Delivery times from receipt of order can vary from our standard 48 – 72 hours. Upon receiving your order, we will advise availability before processing your order.

How do I browse your catalogue?

Using the Product Search

By Item Code

If you know the item code number for a particular product you can type it into the search box and the item will be displayed.

Name or description:

You can search for a product by its name or a word that describes it. For example, you could search for 'beds', or for 'wide' to find all products that have the word 'wide' in the title. You may also use parts of a word, e.g 'mow' will find all of our Mowbray products.

Using the Subject Menu

From the Home Page click on the category of product you wish to search (eg Mobility, Toileting & Bathing Aids).

The first page of the catalogue for that section will be displayed, you can use the next page, previous page or go to page actions to navigate around the catalogue.

Use the Enlarge button to get a closer view of the catalogue page.

Full details of the product with a larger picture can be accessed by clicking on the product name.

Most Common Questions

Who are Nottingham Rehab Supplies (NRS)?

First formed in 1947, we are probably the most widely acknowledged, best known and trusted suppliers of daily living aids. We are owned by Findel plc – a highly reputed and successful company quoted on the London Stock Exchange.

We offer a comprehensive range of over 2,000 products.

We are proud to be members of the BHTA (British Healthcare Trades Association) who in 2003 awarded us with Customer Service Innovation Award.

• NHS & Social Services
• Professional Health & Social Care Establishments & Personnel – Public & Private Sector
• Nursing & Care Homes, Residential Homes, Day Care Centres, Sheltered Housing Establishments & their Residents
• Charities
• Housing & Building Industry – Public & Private Sector
• Mobility Dealers, Pharmacy & Other Retailers
• Private Purchasers
• International Distributors & Dealers

In addition Nottingham Rehab Supplies are the leading provider of community equipment services – managing regional contracts on behalf of an increasing number local authorities.

How long will it take for my ordered
items to be delivered?

Most of the products shown in this online catalogue are available from stock and normally take around 3 - 4 working days from time of placing order to delivery.

Those items marked ‘Direct Delivery’ are made to order and delivered direct from our manufacturing source - these and will take longer to deliver – we will advise you of approximate delivery date when confirming the direct delivery order. Please note orders for ‘Direct Delivery’ items cannot be cancelled or returned, unless defective, in which case the item will be repaired or replaced providing it is in the one year warranty period.

Depending on size of order – we will despatch your goods by carrier using a 24/48 hour service or via post – we regret we cannot always specify exact date or time of delivery.

If you require a more urgent delivery e.g. overnight/guaranteed next day -it can normally be arranged – at an additional shipment cost - please telephone your order to 0845 121 8111 8.30am – 5pm weekdays.

Can the Goods ordered be delivered
to a separate address?

We can deliver to an alternative address– however please ensure the intended recipient is aware that we will be making a delivery to ensure the goods are not refused.

What will the Goods cost me to purchase.

Nottingham Rehab Supplies offers within this online catalogue a two tier price list for products and delivery.

Private purchases by members of the public purchase at our normal retail selling price. On average, 1 – 3 items are purchased and therefore for private purchasers we make a delivery/postage cost of £1.95 plus VAT for each order.

Professional Healthcare establishments purchase at our printed professional healthcare catalogue price, known as ‘Professional Healthcare’ prices. Prices are a lower due to the higher volume of establishment purchases, however, due to the nature of order, these orders attract a delivery/carriage cost of £6.95 plus VAT.

It is important to login in correctly to ensure you receive the correct price. To buy from our online catalogue, payment must be made at time of ordering by credit or debit card.

Trade Dealers - For bonafide trade dealer purchasing enquiries please telephone 0845 121 4522 8.30am – 5.00pm Monday - Friday or email customerservice@nrs-uk.co.uk.

International Purchases - For international purchasing enquiries please telephone +44 (0)1530 418378 fax +44 (0) 1530 418517 or email exportsales@nrs-uk.co.uk.

How can I find out if an item is in
stock before I order?

We are pleased that our average stock availability of the many lines we offer continually performs at 97%, however if you would like confirmation of a particular product being readily available from stock please ring our Customer Service Team between 8.30am - 5.00pm Monday to Friday who will be able to confirm availability and process your order if required. Tel. 0845 121 4522 (local rate) Alternatively, you can forward an email to customerservice@nrs-uk.co.uk

Can you provide any guidance in helping
me to pick the right product?

Our award winning and trained Customer Service team are available to help and can be contacted by email: customerservice@nrs-uk.co.uk or telephone 0845 121 4522 Monday to Friday 8.30am – 5.00pm.

In addition we employ a qualified Occupational Therapist Product Advisor and Occupational Therapy Advisory Assistant who can provide additional more technical information – please contact our Customer Service Team in the first instance.

How do I get more information
about a particular product?

Please email your question to customerservice@nrs-uk.co.uk or telephone 0845 121 4522

Please also see our useful tips written choosing the right product - product advice

Are the products of good quality?

We have a range of 2,000 items, including many of our own design and manufacture. In addition we carefully select items from trusted business partners offering reputable branded products enabling us to offer a highly comprehensive range and a one stop solution for your daily living aids needs.

Do the items come with a guarantee
and comply to relevant safety standards?

All products come with a standard one year warranty.

Many products within our range are classed as Class 1 Medical Devices by the MHRA,(Medicines & Healthcare Products Regulatory Agency) and are therefore produced and tested to the required standards and then CE marked accordingly in order to comply.

What if I wish to return to the item purchased?

If you find an item to be unsuitable, providing it has remained in mint saleable condition, and can be returned in its original packaging return of goods will normally be accepted, providing we are notified within 14 days of delivery. Please telephone 0845 121 4522 for authorisation to return. We cannot accept responsibility for unauthorised returns.

However for items marked Direct Delivery – these are made to your order and cannot be returned unless defective in which case they will be repaired or replaced within the one year warranty period but cannot be refunded or cancelled. Your statutory rights are not affected.

Could I see the item demonstrated
before I decide to purchase?

More technical or higher cost stocked items e.g. costing over £499.00 excluding VAT can be demonstrated by arrangement in most areas. These include bath lifts, hoists, and childrens’ bathing and toileting equipment. Please email: demonstrations@nrs-uk.co.uk

How do I know if I qualify for VAT exemption?

If you have a disability, short or long term impairment, or chronic illness, you can claim VAT exemption – simply complete the VAT Exemption Declaration. Please note however, subsequent claims for VAT exemption cannot be accepted after the order has been submitted – it must be received at time of ordering. The VAT exemption claim is made on behalf of the intended user. It is an offence to claim VAT exemption when not appropriate.

Please note VAT exemption applies to the product only, VAT is applicable to delivery/carriage costs.

Will I receive an order acknowledgement?

No, unless there is likely to be a delay with the despatch of your order.

Will I receive a receipted invoice for my purchase?

Yes this will be forwarded by post.

What should I do if there is a
problem with the delivery of my order?

In the event of delivery delay – please wait ten working days before contacting us as some items despatched by post can take a little longer. For this and any other enquiries regarding your order please telephone 0845 121 4522 (8.30am – 5pm weekdays) quoting your order number from the invoice.

I cannot find what I am looking for –
can you still help me?

Our knowledge of daily living aids available today is very wide, please email us your enquiry/type of product you are looking for and we will try to help customerservice@nrs-uk.co.uk

I do not live in the UK – can I still obtain your goods?

For private purchasers in most cases this will be possible, providing payment is made with order. Alternatively we will direct you to a local distributor in your country if one is available. However orders for international shipment cannot be placed over the internet – please email exportsales@nrs-uk.co.uk or Telephone +44 (0) 1530 418378.

We always welcome enquiries from potential international distributors and dealers.

How can I open a ‘Credit Account’ with
Nottingham Rehab Supplies.

Private purchasers are currently unable to open a credit account with us – payment must accompany orders.

However, we will open credit accounts with bonafide Professional Healthcare & Social Care Establishments, Charities, Retail Dealers and other registered businesses.

If you wish to open a Credit Account please telephone. 0845 120 4522 – 8.30am – 4.30pm Monday to Friday.

Do you attend any exhibitions open to
healthcare professionals and the public?

Yes – we attend the Annual Naidex exhibition at the NEC in Birmingham and various other regional exhibitions and events throughout the year.