Returns & Refunds
If you are not entirely satisfied with your purchase from truecare.org.uk you may return your purchase to us at your own cost for exchange or refund. We have tried to make our return process as simple, transparent and fair as possible. We welcome any feedback on how we can improve this process.
Cancel An Order
If you would like to cancel an order before we have dispatched it, please call 020 8617 8979. We do try and dispatch orders as quickly as possible so it is important you contact us as soon as you can. If an order has been dispatched the following return procedure comes into effect.
14 Day Returns
You have the right to return an order within 14 calendar days of receiving it. After 14 days we are unable to accept any returns.
We must receive any item you decide to return to us within 14 calendar days of your notification to us
Returned Items
To receive a full refund your order must be returned complete, unused, undamaged and in the original packaging. If returned items are not returned in their original condition we reserve the right to charge for the repair, repackaging or replacement.
We are happy for you to open and unpack your order so that it may be inspected properly. However, installed or used items will only qualify for a partial refund to cover the loss in value of the returned item. This may be up to 50% of the original price paid.
Returning an Item
The returned item or items is your responsibility until it reaches us. You may bring your purchase to our warehouse yourself otherwise the item will need to be sent by courier at your expense. If you opt to send the item by courier, for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
Returned items must be suitably packaged to ensure no damage during transit.
Returns Address
Please Return Orders to:
National Healthcare Ltd, Merchant House, 44 Berth, Tilbury, Essex, RM18 7HP
Once we receive your return item we will inspect the item to ensure it has been returned in its original unused condition. Items return in a satisfactory condition will be fully refunded.
Refund of Special Delivery Options
Please note if you paid for one of our special delivery options like next day delivery we only refund the basic delivery charge that would of been payable for the item.
Please allow 24 hours from receiving your returned item to inspect and initiate the refund. We always refunded to the original payment method. Once the refund is initiated the time taken for it to show will depend on the original payment method used.
Refunds to a Credit Card
Depending on your card provider is make take between 2 and 7 days to show on your statement.
Refunds to PayPal
As soon as the refund is initiated you will receive notification from PayPal. Funds are normally available instantly however in rare cases funds may take up to 2 days to clear.
If your purchase is damaged, faulty or not as described on receipt we will recover the item at our expense. We will then replace or repair the item free of charge or refund the price you paid included any delivery charges you paid to us.
Items damaged on reciept
If your purchase is damaged upon receipt it is important that when signing for your item you also state received damaged.
Items not as described
If your purchase is damaged upon receipt it is important that when signing for your item you also state received damaged.
Please take photographs
As with all internet purchases, it is important to take photographs of issues where possible. Photographs are required by our carriers and manufacturers to process claims.