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Customer Services

Terms & Conditions

Terms & Conditions

Ordering & Payments

You can place your order simply and safely over the phone through a member of our friendly Sales Team, online or in person.

VAT Relief

Individuals who are chronically sick or disabled and whose products are for personal use, or charities where the products are made available to a disabled person for their own personal/domestic use, may be eligible for VAT Relief.

To quality for VAT Relief you must ensure that the VAT Relief checkboxes are selected at checkout, along with stating the precise medical condition. Assuming you meet the criteria, VAT will not be added (unless a particular product has compulsory VAT).

Orders that are received without ticked exemption will incur the VAT charge which will be highlighted clearly to you through our shopping calculator.

Completed VAT Relief Declarations by customers are accepted as prima facie evidence by the Company that a valid medical condition exists for exemption under The VAT Act, and no VAT will be charged on the goods purchased. If, at a later date, HMRC disputes the validity of the medical condition, you will be liable to pay the appropriate VAT that should have been applied. Under these circumstances, CareCo reserves the right to demand that you pay the VAT amount that is due.

Customers in other EU countries may have to pay VAT depending on location. Customers outside of the European Union do not pay any VAT.

The VAT/sales tax shown in the basket and in our checkout is meant as a guide. The final VAT/sales tax amount will be shown on the printed invoice received with your items.

Secure Shopping

We accept online payments in a secure environment using Secure Socket Layering technology (SSL) by credit or debit card. This means that on any page where you enter your personal information such as credit card details, the information sent to us is encrypted to safeguard your details. Encryption prevents other internet users from accessing this information.

We have implemented a number of measures to ensure our site and your details are as secure as possible. When you send us your personal information, the link between your PC and our server is encrypted using industry standard methods (SSL). Once your information reaches our server the card details are further encrypted before being stored on our secure sever behind its firewall. Your card number is never stored in any human readable format. Our computers use your card details to take payment automatically. Our employees have no access to any sensitive customer information.

In some instances, CareCo will contact you via telephone after an order has been placed on the site. You will be requested to confirm details of the order and answer some security questions. This will allow the order to then be processed and dispatched promptly to you. CareCo will never request you to confirm your registration password you use to log into your account.

If you receive a suspected fake CareCo e-mail, discover a spoof CareCo website, or if anything raises your suspicions, please report it to us at sales@careco.co.uk, forwarding any suspicious e-mails including the full headers directly.

Fraud Protection

At CareCo your card data is always transmitted and stored securely. When you place an order on our website it is encrypted using an Extended Validation digital certificate from Globalsign. This is the most secure form of digital certificate it is possible to get, and ensures that all the data you enter when you purchase an item cannot be intercepted by any third party. When your order arrives at CareCo we encrypt your card data using the same industry standard encryption system (AES) used by the US Government.

Your full card details cannot be read by any of our staff - they can only see the last four digits of your card number. Our website is regularly scanned by an accredited scanning company under the Visa/Mastercard PCI-DSS security scheme. They set comprehensive requirements for enhancing payment account data security that facilitate the broad adoption of consistent data security measures on a global basis.

Damage On Delivery

Goods damaged in transit must be reported immediately by signing the delivery note 'Damaged On Arrival'. You MUST inform CareCo as soon as possible on the SAME DAY as delivery/receipt of the goods that damage has been made. Any damaged goods must be retained by the buyer for any inspection. If the delivery note is signed without the comment ‘Damaged On Arrival’ the seller cannot be held responsible for damages. Customers may be requested to supply photos of the damage sustained in delivery and dispatch.

Guarantee

Manufacturer warranties and CareCo warranties do not affect your consumer rights.

The majority of our products are guaranteed for twelve months by the manufacturer. Our warranty does not cover items used outside of the UK mainland and does not include the cost of the hire of a replacement product(s). For items purchased outside of mainland UK, we can provide a return to base warranty at our discretion and at your cost. If any problems are experienced with the product(s) overseas, please contact our Customer Service team on 0845 611 8022 or alternatively you can e-mail us: cs@careco.co.uk.

Our warranties provide coverage only if you maintain or use the product as directed. For example, our warranty covers only personal uses - as opposed to business uses - of the product. If there are multiple users of the product then we would not cover any product faults.

Please note that if you have made any modifications to the product then this invalidates the manufacturer's warranty and CareCo's guarantee.

Descriptions

Every effort has been taken to ensure that the products supplied by CareCo correspond as closely as possible to the pictures illustrated on our website and brochure, but they may vary due to the unique characteristics and variation of materials. CareCo are not responsible for any such variations, including but not limited to the following:

We reserve the right to make any changes to product descriptions/specifications (internal or external) and any other changes where necessary.

Please check the details of the products shown on promotional publications or offers before ordering as products may differ from catalogue to website to store.

Price Information

The price of the goods is the price set out on the website. All prices are shown in Pounds Sterling. The price of the goods is exclusive of VAT unless stated otherwise.

The price of the goods is exclusive of the costs and charges of packaging, insurance and transport of the goods, which shall be invoiced to you separately.

Where the 'In-Store Price' is listed, this refers to the current price in CareCo showrooms. The prices shown are only applicable to purchases made via the website. On occasions, the prices payable and promotions offered online may differ from those prices and promotions offered at the same time in CareCo showrooms. We are under no obligation to honour any in-store price or promotion that differs from those online. Similarly, CareCo showrooms are under no obligation to honour any online price or promotion that differs from the in-store price.

Special Offers and promotions advertised in the press or other media may be excluded from the site unless specifically advertised as available online. All offers are subject to availability and while stocks last. This includes all offers advertised via official CareCo social media channels.

Offers cannot be used in conjunction with one another. Where more than one offer is available on the same product only one discount will apply. The offer giving the greatest saving will be applied in the basket. Equally, voucher code offers cannot be used in conjunction with any other promotional offer.

When you place an order with us you will be making an offer to enter into a contract. We will acknowledge your order but we will not accept your offer, and enter into a contract with you, until we dispatch the goods to you and inform you that they have been dispatched. At this point we will have entered into a binding contract and payment will be taken.

Competitions

General CareCo Competition T&Cs:

Social Media Platforms

Here at CareCo we are here to show you all the fantastic and wide range of mobility products to share. Join the thousands of fans on our Facebook page to keep up to date with all the latest products, reviews, videos, news, events, offers and competitions.

The CareCo Twitter feed is a great place to catch all the latest deals, competitions and news from your desktop, phone or tablet.

Our YouTube channel plays host to a variety of entertaining and informative videos about products and is a great way to find out more about our range of products and how they can help you.

Trust Pilot Testimonials

CareCo has partnered with the customer reviews platform TrustPilot so that you - our customer - can share your experiences of CareCo with us and with other customers. We value all the feedback we get, good and bad. We're proud of the progress that we've made on our site and with our service, but we're always looking for ways that we can improve. Click here for the full CareCo reviews page on TrustPilot.

WEEE Regulations

As part of CareCo's continued commitment to recycling and protecting the environment, CareCo has joined the Distributor Take Back Scheme (DTS). The DTS is a Government initiative designed to minimise the disposal of Waste Electrical and Electronic Equipment (WEEE) to landfill and to achieve high levels of collection of WEEE for environmentally sound treatment.

For more information about the Distributor Take Back Scheme (DTS) and Waste Electrical and Electronic Equipment (WEEE), as well as to find your local collection points please go to http://www.recycle-more.co.uk

UK WEEE Regulations, The Distributor Take Back Scheme and The UK Waste Electrical and Electronic Equipment (WEEE) Regulations (referred to hereafter as "the WEEE Regulations") define a "distributor" to mean "any person who provides electrical or electronic equipment on a commercial basis to the party who is going to use it", and the "distributor take back scheme" ("DTS") to mean "a distributor take back scheme approved by the Secretary of State under regulation 54".

The WEEE Regulations implement the majority of the provisions of the European Parliament and Council Directive on Waste Electrical and Electronic Equipment (2002/96/EC) ("the WEEE Directive") and the subsequent European Parliament and Council Directive 2003/108/EC that amended the WEEE Directive. The UK Government Guidance Notes (URN 07/781) support the WEEE Regulations.

Regulation 35 of the WEEE Regulations states that "Where a distributor is a member of a distributor take back scheme, he shall be exempt from complying with the requirements of regulation 31 and 34(1) for the period during which his membership of that scheme subsists."

All members of the DTS are therefore exempt from the requirement to "ensure that WEEE from private households can be returned to him free of charge and on a one-to-one basis" (regulation 31) or "maintain records of the number of units of WEEE from private households returned to him under that regulation" (Regulation 34(1)).

As stated in the UK Government Guidance Notes paragraphs 83 and 84, "The DTS will develop a network of Designated Collection Facilities (DCF) to provide distributors with an alternative to in store take-back of WEEE. The Distributor Take-back Scheme will be funded by the distributor community".

"The Secretary of State, in consultation with Ministers in Devolved Administrations, has appointed Valpak Retail WEEE Services through a competitive tender process to operate the Distributor Take-back Scheme for the first three compliance periods".

Membership of the DTS is dependent on each retailer applying to join making a financial contribution toward the improvement of the UK's network of WEEE collection facilities. These facilities are predominantly based at Local Authority Civic Amenity sites.

Information

Regulation 33 states that "A distributor who supplies new EEE shall make information available to users of EEE in private households on:

Regulation 54 (5) states that "a distributor shall be guilty of an offence if he contravenes or fails to comply with any requirements of regulation 33". To meet this obligation, DTS members have also contributed financially toward the establishment of a UK wide WEEE recycling website, www.recycle-more.co.uk. This website includes information about all aspects of the WEEE directive, and in particular the capability to find the location of local WEEE collection facilities (known as "Designated Collection Facilities" or "DCFs"). To find your local collection points please go to www.recycle-more.co.uk/banklocator.

Privacy Policies

CareCo UK Ltd are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for two reasons: firstly, to process your order and secondly to provide you with the best service possible. We will not e-mail you in the future unless you have given us your content. We will give you the chance to refuse any marketing e-mails from us in the future.

The type of information we will collect about you when you place an order or register on our website includes:

This information is stored on our internal systems and our website simply verifies you as a customer of CareCo. We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by visiting your ow account or by contacting us. If you find any inaccuracies we will delete or correct it promptly. The personal information that we hold will be held securely in accordance with our internal security policy and the law. We may use technology to track the patterns of behaviour of visitors to our site. We use the information you provide for the following purposes:

If you have any questions or comments about your privacy you can e-mail us: sales@careco.co.uk.

CareCo maintains a strict privacy policy in full accordance with the Data Protection Act 1998.

We expect you to maintain the confidentiality of your user name and password for your CareCo account.

Unless otherwise stated, all rights, including copyright, in the content, text and graphics of these CareCo web pages are owned and controlled for these purposes by CareCo Ltd. You are not permitted to copy, broadcast, download, store, transmit, show or play in public, adapt or change in any way the content of these CareCo pages for any other purpose whatsoever, in any medium, without the prior written permission of CareCo Ltd.

In accessing CareCo web pages, you agree that you may only download the content for your own individual and non-commercial use.

Feel free to use small quotes as long as you acknowledge our site and provide a link back to the original source.

Sub2 use cookies to enhance the user experience with this site by delivering both personalised content and offers whilst ensuring you see the products most relevant to you. Any information collected is not shared with any other third parties.

Uses Made Of Information

We use information held about you in the following ways:

If you are an existing customer, we will only contact you by email or post with information about goods and services similar to those which we the subject of a previous sale to you.

If you are a new customer, and where we permit selected third parties to use your data, we (or they) will contact you by post only if you have consented to this.

If you do not want us to use your data in this way, or to pass your details on to carefully selected third parties for marketing purposes, please tick the relevant box on the payment form or if you are an existing customer email us on sales@careco.co.uk requesting to "opt out from third party mailings".

Your Consent

By submitting information to CareCo you consent to the collection and use of this information by CareCo and its Service Provider (if any) in the fulfilment of your order.

By entering into an agreement with us when you place an order you have consented to this use of your data (where applicable). You may ask us at any point not to share your information with third parties for this purpose by contacting sales@careco.co.uk and providing your customer account number.

If we decide to change our privacy policy we will post changes on this page so that you are aware of what information we collect, how we use it and under what circumstances we disclose it.

Data Security

We have designed our site to protect the information we collect online from unauthorised access. We safeguard your private information by implementing the appropriate physical, electronic and managerial procedure necessary to protect your privacy. To further protect your security, we also take the reasonable steps to verify your identity before granting access to your personal profile or making data changes. We are committed to protecting your privacy and have security measures in place to prevent unauthorised access to and disclosure of your personal information.

Cookies

Cookies are alphanumeric identifiers that are transferred to your computer's (or alternative web browsing device’s) hard drive through your web browser to enable our systems to recognise your browser and to provide rich shopping features such as recommended products and loyalty discounts, as well as the storage of items in your Shopping Basket between visits.

To take advantage of some of CareCo’s essential features we recommend that you leave your cookies turned on. However the Help menu in your browser will allow you to prevent your browser from accepting new cookies and how to disable cookies altogether.

Google Analytic Tool & Social Media Plug-Ins

Google Analytics is a systems used by many website to record information about who visits a website. Google set five difference cookies with expiry dates ranging from 1 day to 2 years. These cookies are used mainly to differentiate between first time visitors to a website and repeat visitors. They do not contain any personally identifiable information. You can find out more about how Google use cookies here.

Social media plug-ins for Facebook and Twitter obtain data for tracking purposes.

International Privacy

The above privacy statement may not be applicable in all countries of CareCo visitors or registered community users, as security policies may vary according to the individual internet laws in each host country.

Disclosures

We occasionally make our mailing lists available to carefully selected companies that we feel will be of interest to our customers. Please note: we never release phone numbers or email addresses.

However, we will not pass your information to any third parties without your permission. You can also e-mail us to stop receiving information about us or to find out more information about our Privacy Statement by e-mailing us: sales@careco.co.uk.

Improving Our Service

To better tailor our services to our customers' needs, we use non-identifying and aggregate information to help us make decisions on how to improve CareCo. We also share this generic information with our advertisers and other interested, reputable parties with whom we have established a formal business relationship. For example, we may tell advertisers which areas of the site have received the most customer traffic overall, or more specifically, how many customer types have visited certain pages. However, we do not disclose the identifying information of individual customers with advertisers. We also do not use or share the personally identifiable information submitted to us by any other means without providing our customers the choice to opt-out or otherwise bar such unrelated uses.

Promotional Offers

From time to time we offer promotional codes to reduce the price of products or give away a free item with a purchase. Voucher codes must be entered at checkout in order for them to apply.

Voucher codes can only be used for purchases made on our website. Orders placed over the telephone are not eligible for these offers and promotions.

Only one promotional code can be applied on each individual order.

Promotional codes are only available for eligible orders placed during the period which the promotion has been determined to run to. Any orders falling outside of this period will not be eligible for the promotion.

When the order is placed the correct promotional code must be used or the promotion will not be applied.

When an order which has a promotion applied to it is refunded the final amount paid for the order will be refunded. No extra amount will be refunded on a saving accrued as a result of a promotion being applied nor will the value of a free item be refunded.

Once a promotion has been applied this cannot be replaced with another promotion that the order is eligible for after the order has been placed.

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