Baywater Healthcare strives to provide the best service possible to all of our customers. We hope that the experience you receive in dealing with us, and the products we provide, reach the standard that you expect of us.
However, we know sometimes something is not right, and a return may need to be requested. We will always try our best to rectify any problems in a swift and satisfactory manner, within the parameters that we will clearly set out as follows.
All eCommerce orders within the UK are protected by the Consumer Rights Act 2015, which is an extension of Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights.
You may be familiar with (or have heard of) the Distance Selling Regulations and the Sale of Goods Act. Both of these are now obsolete, replaced by the Consumer Rights Act 2015 (from here onwards referred to as "the CRA").
In short, the CRA explains the minimum standards that you should expect of any eCommerce purchase. With regards to returns, the Act details your "right to cancel" (which is essentially, your right to return anything you have ordered because you have changed your mind). Here we explain how we ensure your rights outlined in the CRA are protected when you order from us.
It is important to understand that some products are exempt from your right to cancel. The most common exemption are products that are "sealed for health protection or hygiene reasons, once they are unsealed". Once opened, these products cannot be returned unless faulty under warranty (more information on this below). If unopened, your right to cancel is unaffected.
For this reason, we ask you to be certain when ordering that the item being purchased is correct, and again once you have received the item please confirm it is correct before opening it. If you have any doubt at all, please contact our Customer Services Helpline.
For all products that we sell, if they are still sealed, your right to cancel remains unaffected. Only when the item is unsealed does the right to cancel cease to apply.
If for any reason you are not satisfied with the product you have purchased from Baywater Healthcare you may cancel your order within 14 days of receipt in line with the CRA.
When returning goods, please make your request in writing to Baywater Healthcare on 0845 6020776. You must provide your order number, invoice date and reasons for return within your request. If your return is accepted, you will be issued with an authorisation number from Baywater Healthcare Customer Service.
Only returns authorised by Baywater Healthcare will be credited.
All returns will be subject to inspection upon receipt before the credit is processed.
No claim will be recognised unless made in writing within 14 days of invoice date.
All products must be in the same condition that they were despatched from Baywater Healthcare. This includes returning products in their original packaging with all parts included. No credit will be given on damaged or incomplete products.
If you are returning an item because you have changed your mind or ordered the wrong item, then any return postage costs are your responsibility. We recommend using a recorded delivery service for returns, as refunds cannot be issued for items that we do not receive back.
We reserve the right to charge a 10% restocking fee based on the order value of the invoice for the goods being returned.
Goods returned must be returned within 14 days of notification of cancellation and refunds will be processed within 14 days of receipt of returned goods.
All refunds will be issued to the same payment method as on the original order.
When a refund is processed, you will receive an email notification.
A refund will usually reach your credit card account within 4 working days after it being processed, please allow up to 10 working days for it to be credited. We do however reserve the right to refund you within 30 days of the return.
Claims for missing, faulty or products damaged during transit must be made within 48 hours of delivery. You must clearly detail the damage, fault or missing parts when making your claim. Claims for missing, faulty or damaged products must be made in writing. Contact details can be found in the ‘Get in Touch’ section of our website.
Faulty Products returned within 14 days, will be refunded in full, including delivery costs to return the device to Baywater Healthcare. Refunds for faulty products will only be accepted if reported within 48 hours of delivery.
If the Products are found not to be faulty, or they have been damaged by mis-use, they will be returned to you and no refund will be issued.
For faults occurring after 48 hours, please follow our warranty process as outlined in our Terms and Conditions.