Returns and Exchanges Policy

Returns & Exchanges Policy

Under the Consumer Contracts (Information, Cancellation and Additional Charges)

Regulations 2013) (“CCR”) you have a right to cancel all or part of your contract at any time

up to 14 days after the day on which you receive the goods, without giving any reason

  • To exercise the right to cancel you must inform us, within the cancellation period, of your decision to cancel this contract by E-mail to or in writing to:

Home Care Preferred, 49 Station Road, Winchmore Hill, London, N21 3NB

  • Your right to cancellation does not apply to the following
    • Goods made to your specification
    • We cannot accept the return of certain items for hygiene reasons, if they have been used or the seal has been broken. This applies particularly (but not exclusively) to toileting and bathing equipment, incontinence items, mattresses and adjustable divan

In the event of a cancellation you will have to bear the direct cost of returning the goods.

If you choose to return any products to us, you must do so within 14 days of notifying Home Care Preferred of cancellation. We will not be responsible for any loss or damage to us in transit and, for this reason, we recommend that you use a recorded delivery service (i.e. tracked and insured). If products returned directly by you are lost or damaged in transit, we reserve the right not to refund any amounts attributable to such loss or damage. If you are returning items we must be notified before return. Please check with Home Care Preferred for the address to return goods to.

On receipt of returned goods, Home Care Preferred will reimburse you within 14 days. Delivery costs will not be refunded.

You must take reasonable care of the goods while in your possession and we reserve the right to reduce the value of the refund if returned goods show evidence of use beyond the handling necessary to see whether the goods are as expected.

Any refunds given by us will be made to the debit/credit card account or other Account (as applicable) provided when you placed your order. We may need to contact you for your credit card details in order to make the refund.

This is not intended to be a full statement of all your rights under the CCR. Full details of

your rights under the CCR are available in the UK from your local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.






What to do if there is a problem

We endeavour to provide goods and services which conform with consumer rights, but if there should be a problem, please contact us immediately you become aware of it. Tel: 020 8364 3670 (9am – 5.00pm weekdays, excluding Bank Holidays) or




If you are unhappy with the outcome of a complaint and have exhausted our complaints process, you can approach the ADR provider,The Retail Ombudsman,