Refunds Policy

Returns 
Should you wish to return anything purchased from our online shop, we will be happy to offer an exchange or a refund, provided it is returned to us within 30 days of receipt. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Usually this would only be 14 days but during COVID 19 we have extended our refund policy.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If the product is not returned to us in this manner, we regret that we may not be able to offer you a full refund. Please note that this policy does not affect any statutory rights you may have.

Several types of goods are exempt from being returned. Examples of these are:

  • Products made or customised specifically for you.
  • Items which cannot be resold for hygiene reasons, e.g. toileting or incontinence products unless they are faulty, damaged or incorrect upon receipt.

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. 

Refunds 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

Where a product is faulty, damaged or incorrect, our product guarantee will refund both the original delivery charge and the reasonable cost to you of returning the product. If the return costs are more than £10.00 you must get authorisation from our team before returning the item. Please call the shop on 01752 437616. If you changed your mind and the product is simply unwanted, you will bear the cost of returning the product to us.  

Late or missing refunds 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at livewell.independencecentre@nhs.net. 

Sale items 
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Exchanges 
If you wish to exchange a product, send us an email at livewell.independencecentre@nhs.net and send your item to: Livewell Independence Centre, 200 Mount Gould Road, Plymouth, PL4 7PY, United Kingdom. 

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return. 

Shipping 
To return your product, you should mail your product to: Livewell Independence Centre, 200 Mount Gould Road, Plymouth, PL4 7PY, United Kingdom.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. 

 None of these terms or conditions affects your statutory legal rights.