Need to return a product you've bought from us? Read our returns policy to find out everything you need to know.
Sometimes things don't always work out and you may have received something you no longer want, it could be the wrong size or you just want to return it. We will be happy to offer an alternative or a refund, provided it is returned to us within 30 days of receipt. The Consumer Rights Act 2015 allows 14 days to cancel an order but we go further than the legal minimum with our No Quibble Guarantee giving you 30 days to return an item.
There are just a few items that are not covered by this guarantee and you'll need to return the items so we know what's happening.
There are also certain circumstances where returns may not be possible, please read the information below to find out more.
Can I change my mind? I’ve ordered the wrong product
As soon as you place an order with us, we start to get your item(s) ready to send out to you, so you can’t cancel or change your order. We understand you may want to return an order when it arrives because you feel is unsuitable, your circumstances have changed, you find it’s the wrong size for you or simply because you've changed your mind. Here at Complete Care Shop we have a 30 day No Quibble Guarantee, apart from a few products that can't be cancelled or returned (see below), as long as the product is returned unused, in its original condition and packaging, within 30 calendar days of receipt.
When returning an order to us for these reasons, please be aware that you will need to both pay for and be responsible for the return. As such, we recommend that you take out a tracked, insured return. If you want an alternative product, please call us and we can arrange this for you.
Damaged on arrival or wrong products were sent
We're sorry if a product has arrived damaged or if the wrong product has been sent. Please call us immediately on the day you receive it if this has happened as we can't take up any issues with our couriers unless we are notified straight away. It also means we can do something about it quickly.
We may require proof of damage so if you can take a photo and email us, that would be great. Where a courier wants you to sign for damaged goods, please write us a note that they are damaged or "Awaiting inspection".
If you have received the wrong order, we would like to check any part numbers on your order as sometimes we use a different name to market a product to the one a manufacturer may use. Otherwise, we'll arrange to get the product back to us. A refund or replacement can only be sent once we have received the products.
In the unlikely event of a product developing a fault, the Consumer Rights Act 2015 applies - please view our warranty page. If it's within warranty, we'll probably need to get the product back to us to either fix or replace it. We're sorry, but a replacement can only be sent once we have confirmed the fault. If you can't wait for the product to be returned before we send one out, then please place a new order and we will refund or replace the initial product or send as soon as the fault is confirmed. Please view our general warranty terms.
Which products can't I return?
Under the Consumer Rights Act 2015, you have the right to cancel your order for any item bought on this website for a full refund within 14 days. Here at Complete Care Shop we have a 30 day No Quibble Guarantee.
Please note that you can’t return the following for health and hygiene reasons:
Sealed goods that are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery, such as facemasks and personal care consumables
Any "used" or potentially used products that could be a hygiene risk (such as used toilet seats, mattresses, beds, commodes or bottom wipers).
In addition, any product made to order, bespoke, personalised in some way, or made to a customer specification, cannot be returned.
Your next steps
The next page will take you through the returns process step by step, along with what to write on your returns label. You will also need to print out (or copy the details from) our returns form which needs to be included with your return. This is so we know who the return is from and what we need to do next.
You are responsible for any returned goods until they reach our warehouse. We strongly advise that you obtain a proof of postage when returning any product to us. Certificates are available free of charge from the post office or by using a courier service.
None of these terms or conditions affect your statutory legal rights.