Frequently asked questions

Delivery Options

We at NHC Group are committed to providing versatile and convenient delivery options to meet all of your needs. Below is an overview of our delivery services:

Free Next Day Delivery on Large Pallet Stock Items: Available for orders placed before 1pm Monday to Thursday.
Free Next Day Delivery on Smaller Stock Items: Available for orders placed before 3pm Monday to Thursday.
Doorstep Delivery: We offer free doorstep delivery for all items.
Delivery with Room Placement and Installation: Charges for delivery, room placement, and installation vary depending on the product. Please contact us for specific pricing details.
Specific Date Delivery: Need your order on a particular date? Contact us to arrange a delivery schedule that suits you best.
Non-stock Items: For orders involving non-stock items, we will keep you consistently updated on the progress and inform you of the estimated delivery date.
Nationwide Delivery Including Northern Ireland: Please note, delivery times to Northern Ireland may vary. Contact us for more specific information and a cost upon quotation.

Returns

Standard Products

Eligibility: We accept returns of all standard products within 14 days of delivery, provided they are in their original, unopened packaging and in resalable condition. Due to the nature of our products, any items removed from their packaging or showing signs of use cannot be returned for safety and hygiene reasons.
Refunds: A full refund for the item’s price (excluding delivery charges) will be processed once the item is returned and inspected to ensure it meets our eligibility criteria.
Return Costs: Customers are responsible for the return postage costs. We recommend using a trackable postal service to ensure the safe return of your item.

Bespoke Products

Cancellation and Changes: Orders for bespoke products can be modified or cancelled within a limited period after placing the order. Contact us immediately for specific timelines.
Non-Returnable: Custom-made products, including items upholstered in custom fabric or your supplied material, are non-returnable and non-refundable unless they are defective.
Defective Products: If a bespoke product is faulty, please contact us for resolution options, such as repair, replacement, or a refund.

Bespoke & Custom-Made Products

Cancellation and Modifications: Orders for bespoke and custom-made items can be modified or cancelled within a limited timeframe after placing the order. Contact us immediately to confirm if your order is eligible for changes.
Non-Returnable: Custom-made products, such as those upholstered in specific fabrics or created to your specifications, are non-returnable and non-refundable unless they arrive defective. These items are manufactured to order and cannot be resold due to customisation and hygiene regulations.
Defective Items: If you believe your custom-made item is faulty, please contact us immediately. We will offer a resolution, which may include repair, replacement, or a refund, depending on the nature of the fault.

Non-Returnable Products for Safety Reasons

Due to the risk of cross-contamination, certain healthcare equipment, including beds, mattresses, and other items that come into contact with patients or residents, cannot be returned once opened or used. This is to ensure the safety of care home residents and patients.

Product Warranties

Warranty Coverage: All our products come with warranties specific to each item, which can be found on the respective product page. If you encounter any issues that you believe are covered by the product's warranty, please contact our customer support team.
What to Provide: Ensure you have a detailed description of the issue, along with the product serial number and order number, when contacting customer support. Our team will assist you with next steps, whether that involves repair, replacement or other warranty-related resolutions.

Service Cancellations

Cancellation Policy: Services, such as installation or maintenance, can be cancelled or rescheduled up to 24 hours before the agreed time. Cancellations beyond this point may incur a fee.
Satisfaction Guarantee: If you are dissatisfied with the service provided, please contact us within 3 days of service completion to discuss potential resolutions.

Extended Returns Policy

Beyond 14 Days: Unused, unopened items in their original packaging may be returned after 14 days, subject to a 20% restocking fee and a collection charge.

General Terms

Statutory Rights: This policy does not affect your statutory rights under UK consumer law, including your rights regarding faulty or misdescribed goods.
Contact Us: For any queries about returns, please contact our customer service team via email or phone.

VAT Exempt

VAT exemption allows chronically sick or disabled people to buy eligible items at 0% rather than 20% VAT. For more details and the declaration form click on the button below:

VAT Exempt

Testimonial

Below is a testimonial video from our recent project, where we installed over 200 profile beds, following an initial site survey and collaboration with the Director of Care to meet all requirements.

Assessments

NHC Group offer free on site assessments to care homes to ensure sizing and other factors are correct for you when you are looking to purchase any of the following products:

Slings
Chairs
Ceiling Track Hoists
Baths

A member of our team will come out to you and carry out the assessment free of charge. They will then collate all the information and advise the best product that you could buy to fit the need. For more information or to book your free assessment please contact us.

Warranty

Warranty is shown in each individual product description.