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0845 121 8111

Terms & Conditions of Sale

Delivery and Terms and Conditions of Sale

The following terms and conditions of trading apply to all transactions with this company. Should you have any questions on our terms and conditions as detailed below please contact our Customer Service Department, or tel: 0845 120 4522 (8.30am – 5.00pm weekdays).

Value Added Tax

VAT will be charged at the prevailing rate on all applicable products. Our website prices are shown as both excluding VAT (where applicable) and including VAT.

Eligible bodies and members of the public with chronic illness or disability may be subject to VAT exemption. Exemption claims can be declared on the shopping basket and check out page of our website or in writing if placing your order via post. Please contact our Customer Service Department (Tel: 0845 120 4522) for further information. Claims for VAT exemption cannot be taken over the telephone. We regret VAT cannot be credited at a later date if the required VAT exemption declaration is not received at time of ordering.

Packing, Carriage & Handling Charges

NRS Healthcare offers a two tier price list for products and delivery:

1. Private Purchasers - members of the public who buy items at our normal retail selling price. For orders placed with a value below £40 excluding VAT, we make a delivery/postage cost of £2.95 for each order. Postage is FREE on orders where the total of goods, excluding VAT, comes to £40 or more. Payment must be made at time of ordering by credit/debit card or PayPal.

2. Professional Purchasers - local authorities and professional healthcare establishments who purchase at our printed professional healthcare catalogue price, known as ‘Professional Healthcare’ prices. Due to the volume of these types of orders, we charge a delivery/carriage cost of £12.50 plus VAT. When placing orders via our website, it is important to log in correctly to ensure you receive the correct product price.


All orders for stocked items will normally be delivered within 48 hours of dispatch.

Urgent Next Day Delivery Orders

Can be arranged for an additional carriage cost. For details call 0845 120 4522. Monday - Friday 8.30am – 5.00pm.


Prices shown are for delivery only to specified UK destinations. We reserve the right to change prices without prior notice at any time. Prices charged will be those in force at the date of the Customer's order.


For private customers, payment is to be made at the time of purchase by credit/debit card or PayPal.

For local authorities, professional healthcare and trade customers placing orders via our website, it is important to log in correctly to ensure you receive the correct price and add orders to your credit account.

If you wish to open a credit account with us and are a registered business, local authority or professional healthcare establishment, please complete the online registration and a member of the customer service department will contact you.

Title to Goods

Ownership (title) of the goods only passes to the purchaser on full payment.

Availability of Goods

Goods contained on this website are offered subject to availability. Under normal circumstances all goods on your order will be despatched in full. If, however, an item is out of stock we will advise you on our despatch documentation and endeavour to supply the item as soon as possible. Alternatively, we may supply a near equivalent item or ask you to re-order. If you have any enquiries on the above do not hesitate to contact our Customer Service Department, Email or Tel: 0845 120 4522.

Notice of Damage, Defect, Non Delivery, or Incorrect Delivery

If upon receipt, the goods arrive damaged, incomplete, incorrect or there is a shortage against the quantities specified on the delivery note, notification must be made to us within three working days, quoting your customer number and the delivery note number. Email (Tel: 0845 120 4522 8.30am – 5.00pm weekdays).

Should an expected consignment or part consignment not arrive, notification must be made to us within 10 working days of the invoice date. Any claims made outside this period may not be accepted.

Refused deliveries – We reserve the right to retain the carriage charge paid plus 20% handling charge on all consignments which are refused delivery and returned to us without justification or due to customer error.

Return of Goods

For goods purchased by consumers for their own private use. The Distance Selling Regulations gives customers a 7 day "cooling off" period. During this period you may cancel your order. In this instance, NRS Healthcare will reimburse you within 30 days for the full costs of the goods ordered. The cooling off period ends seven working days after the day you receive the goods

Please note: You cannot cancel by telephone, you can cancel an order by E-mail to or by writing to:

NRS Healthcare, Sherwood House, Cartwright Way, Forest Business Park, Bardon Hill, Coalville, Leicestershire, LE67 1UB

If you have received the goods (or they have been despatched to you) then you have a duty to take "reasonable care" of them so that they may be re-sold as new. If you fail in this duty NRS Healthcare may pursue a claim against you for the resulting loss in value.

If the goods have been sent or delivered to you then you are responsible for paying for them to be returned with a correct returns authorisation number. If you do not arrange for the goods to be returned then NRS Healthcare will charge you the full cost of recovering them.

For goods purchased by local authorities, professional healthcare establishments or trade customers for their business. The Company is under no obligation to accept the return of goods due to customer ordering error, surplus to requirements, no longer required, unsuitability etc.

For the company to consider the return of goods in these circumstances, the goods must be in mint re-saleable condition and packaged in their original packaging.

In cases when authorisation to return is agreed, the company will then issue a returns authorisation number, A 20% handling and administration charge (or minimum £10.00 whichever is the greater) of the returns value will be made. However, if the date we receive a request to return exceeds one calendar month from when the goods were despatched we regret return will not be accepted.

No attempt should be made to return any goods without prior authorisation. We do not accept liability for unsolicited returns.

Goods returned to the company in a non-saleable condition as a result of customer usage or neglect will be paid for in full by the Customer.

In the event of a query, contact our Customer Services Department email on Tel: 0845 120 4522. 8.30am – 5.00pm weekdays.

Direct Delivery & Made To Order Products

A number of items, as identified in our printed catalogue by a direct delivery icon, are made to order and supplied direct from the manufacturer. Please note: On our website, these items require ordering by telephone from our Customer Service Team as stated.

In these cases delivery may take longer, eg 4-6 weeks. These items are made to meet your order and are strictly non-cancellable, non-returnable and non-refundable. They are despatched and invoiced separately.

In the event of defect your statutory rights are not affected, when the item may need to be returned for replacement or repair only.


The Company is continually seeking to improve the quality and value of its goods and services. Whilst every care is taken to ensure illustrations and descriptions on our website are accurate and informative, we do reserve the right, if appropriate, to change specifications or improve our products.

In the event of any substitute product not being acceptable, we will issue a full credit, providing the goods in question are returned in a new, re-saleable condition and in line with our Return of Goods Policy outlined above.


A standard 12 month guarantee applies to all items, unless otherwise stated to be longer.

Customer Care

For the purposes of internal training we will from time to time monitor and sometimes record customer telephone communications. Confidentiality for our customers is assured at all times.


Should the customer wish to formally complain, they should write to the Customer Service Manager by E-mail to or by post to: NRS Healthcare, Sherwood House, Cartwright Way, Forest Business Park, Bardon Hill, Coalville, Leicestershire, LE67 1UB. The complaint will be promptly acknowledged and should the complaint not be resolved within five working days the company will provide regular feedback until full resolution.

Force Majeure

The company shall not be liable for any loss or damage caused by circumstances beyond the Company’s control, including but not limited to an act of God, war, terrorism, civil disturbance, governmental restrictions, import or export regulations, industrial disputes and difficulties in obtaining labour or materials.

Should any such event occur, the Company might cancel or suspend any contract without incurring liability for any loss or damage caused.

Overseas Orders

The terms and conditions listed here apply only to business transactions in the UK mainland destinations. For orders for goods destined for international markets including the Channel Islands, please contact our Export Division on Tel: +44 (0) 1530 418378 or Fax: + 44 (0) 1530 567 899.

The descriptions, specification, illustrations and prices were correct at time of issue, but may be subject to alteration without notice. E & O E.

©NRS Healthcare is the trading name of Nottingham Rehab Limited. Registered Office: NRS Healthcare, Sherwood House, Cartwright Way, Forest Business Park, Bardon Hill, Coalville, Leicestershire, LE67 1UB. Registered in England and Wales No. 1948041.