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Sales 0800 328 2788
5 Days a week 9am to 5pm
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Simple Returns

For full details please see our terms and conditions

To return or exchange a product you may do so within 14 calendar days after the date of delivery. The product to be returned must be in a saleable condition and in its original packaging. We will consider the overall condition of the product being returned when making a refund. (This does not affect your statutory rights in the event of faulty or incorrect goods.)

Contact Us

If you want to return a product please contact our customer service team on freephone 0800 328 2788, e-mail customerservices@self-sure.co.uk or write to:

Customer Services Dept

SelfSure
Unit 3 The Gallery
Concept Court
Manvers
Wath upon Dearne
S63 5BD

and request collection. You will then receive a collection number. You must quote this number in all correspondence when you return the product.

If you do not use the collection number on all correspondence, it may delay our response to you or you may not receive a response, as we may not be able to identify who has returned the goods to us.

Returns Methods:

Upon contacting us we will advise you of the methods you can choose to return your product(s) as follows:

  1. Return of larger non-installed Products can be collected via our courier service.
  2. Return of larger installed Products can be collected via our premium collection service.
  3. Return of smaller items via a secure postal method. We advise you to return unwanted smaller products by a Royal Mail signed for service or other secure postal method. You should obtain a receipt as proof of returning it to us.

Returns/Cancellation at the Point of Delivery. If you change your mind at the point of delivery we will take the products back at that point but we may charge you the cost of returning the product to our warehouse

If we have sent you the wrong products please use our returns policy to inform us. If we ask you to return it to us we will refund the price and the original delivery costs and the cost of returning it to us.

For faulty items only please include the vat receipt for the costs of return in the returned package using a secure postal method. We will refund to you this cost.

If you return a product to us, which is soiled, or in a damaged state and if we collect any product without being aware that they are soiled or damaged we may redeliver them to you and charge you for the redelivery 

Certain items will be deemed as non-returnable unless they are faulty or defective. Such products will be either bespoke or manufactured to your specific requirements such as but not restricted to non-standard access ramps, bespoke powerchairs, rise and recline chairs etc where you have chosen non-standard options or products which pose a cross contamination issue when the packaging is opened such as clothing, bed linen, mattresses etc.

Refunds

We will refund all money paid by you for the returned product within 14 days of the date of the receipt of goods. If you do not pay the cost of returning the product we shall be entitled to deduct the direct costs of recovering the product from the amount we re-credit to you. That cost will depend on what product you are returning and how that product was originally delivered. Courier Costs normally range between £4.50 and £20, whilst Premium Service Costs range between £60 and £90 for a single product. Additional products will attract a further charge equivalent to 50% of the delivery charge for the first product provided these are collected at the same time.

Where you have chosen the goods to be delivered by our Premium Delivery Service we will only refund the cost of the cheapest standard delivery, normally our courier service which ranges from £4.50 and £20.

Prices quoted are plus VAT.

Please note we will only recover our direct costs only associated with the delivery and return of any product.