Terms & Conditions


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, sales@lifecaredirect.co.uk or tel: 01322287949  (9.00am – 5.00pm weekdays). 


Value Added Tax

VAT will be charged at the prevailing rate on all applicable products. Our website prices are shown as 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: 01322287949) 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. 


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 £4.99 including VAT for each order. Postage is FREE on orders where the total of goods comes to £100 or more.


All orders for stocked items will normally be delivered within 3-5 working days of order receipt unless specified. 

Items are usually in stock however due to our high turnover, it is inevitable that sometimes we ran out of inventory. In most cases, our suppliers and manufacturers deliver to us within 24 hours and hence orders are usually shipped within 3-5 days. In the unlikely event that there are any problems with your order, we will get in touch with you straightaway to keep you up-to-date on your status.

*On occasion, manufacturers discontinue their products for various reasons, we try our best to keep up-to-date with available products. If you place an order and we find that the product has been discontinued or no longer available, we reserve the right to cancel your order or advise you on alternatives you could try. Full refunds are given immediately if orders are cancelled by either party.


Urgent Next Day Delivery Orders

Can be arranged for an additional carriage cost. For details call: 01322 287949  Monday - Friday 9.00am – 4.30pm.



Payment is to be made at the time of purchase by credit or debit card. 

Secure online payment through SecureTrading The URL of this page begins with https:// - this means that the page is hosted on a secure server and all transactions taking place are encrypted, so your card details are protected. SecureTrading's online payment system is the most sophisticated available. All financial transactions are processed securely behind protected firewalls, allowing us to safely process your card payment with the bank. Financial details are never left unencrypted on any part of our system, and are never sent by Internet email. For more details about SecureTrading or to find out how its payment system could benefit your business, visit the SecureTrading website at www.securetrading.com

Title to Goods

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


Availability of Goods

Goods contained in this catalogue 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 sales@lifecaredirect.co.uk or Tel: 01322287949. 


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 sales@lifecaredirect.co.uk  (Tel: 01322 287949 , 9.00am – 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, Lifecare Direct 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 sales@lifecaredirect.co.uk or by writing to: 

Lifecare Direct, The Lifecare Centre, 1 Avery Way, Questor Industrial Estate, Dartford, Kent, DA1 1JZ


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 Lifecare Direct 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 Lifecare Direct 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 sales@lifecaredirect.co.uk on Tel: 01322 287949 Monday - Friday 9.00am – 5.00pm.


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. 



Should the customer wish to formally complain, they should write to the Customer Service Manager. 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. 



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 transacted in the UK. For orders for goods destined for international markets, please contact our Export Division on Tel: +44 (0) 1322 287949 or Fax: + 44 (0) 1322287968

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


©Lifecare Direct is a wholly owned company of The LifeCare Centre Ltd. Registered Office: The Lifecare Centre, 1 Avery Way, Questor Industrial Estate, Dartford, Kent, DA1 1JZ




Disabled or chronically sick people don’t have to pay VAT when they buy equipment that has been designed solely for people with disability or on the adaptation of equipment so they can use it.

Goods bought in this way are described as ‘zero-rated’ or ‘eligible for VAT relief’.

However, not everything that is supplied to disabled people is zero rate VAT.

VAT law states that you must be ’chronically sick or disabled’ to buy at zero rate VAT.

A person is deemed to be chronically sick or disabled if they have a physical or mental impairment that has a long-term and severe effect on their ability to carry out their day to day lives.

The condition must also be one which doctors treat as a chronic sickness.

The terminally ill also qualify.

A person with a temporary injury like a broken leg would not qualify, nor would a frail older person who was generally able- bodied. 

A product or service must also be supplied for the individual’s ‘personal and domestic use’.

This means you cannot buy at zero rate if the products will be used for business purposes, or if the user is staying or living in a hospital or nursing home, as part of their medical or surgical treatment or with any form of care.