Terms and Conditions

Company Details

Incontinence Direct at: 
298-300 Holton Road, Barry, Vale of Glamorgan.  CF63 4HW

The following terms and conditions apply to all Incontinence Direct transactions on www.incontinencedirect.com and via the Incontinence Direct telephone line.

Terms & Condition

These terms and conditions and all transactions relating to this website are governed by English law and are subject to the non-exclusive jurisdiction of the English courts. We do not accept amendments to these terms and conditions. 
We recommend that you print and keep a copy of these terms and conditions for future reference

The Contract:

Conclusion of Contract:

Contract is concluded when either we email the customer of the delivery date for the goods or from the time the goods are delivered to the delivery address on the order.

Substitute Goods:

We retain the right to supply substitute goods when the ones we agreed to supply are not available. But we will meet the costs of returning any substitute goods if the customer does not want them.

What is the cancellation period?

The cancellation period starts when the contract is concluded (see above) and ends after 7 working days counting from the day following delivery. If the return of non-faulty goods is agreed the customer will be charged all carriage costs.

Can an order always be cancelled?

No orders cannot be cancelled for goods requested to a specific size or made to meet the customer’s specific requirements.

Can customers always cancel an order outside the 7-day “cooling off” period?

Yes – if we have agreed that they can and that the customer agrees to meet restocking charges and all carriage costs.

How to cancel an order:

Notify us in writing (a telephone call only is not acceptable) by letter to: 
Incontinence Direct, 298-300 Holton Road, Barry, Vale of Glamorgan.  CF63 4HW

Responsibility of care of goods:

The customer must take reasonable care whilst the goods are in their possession and ensure that the goods are returned to us in pristine condition in the original packaging, unopened,  within 7 days of cancellation of the order.

Who arranges to pay for returning the goods if an order is cancelled when the goods are not faulty and when they comply with the contract? :

Unless we have agreed otherwise it is for the customer to return the goods to us in pristine condition in the original packaging at their expense.

Who arranges and pays for returning the goods if an order is cancelled when the goods are alleged to be faulty?

If the customer intends to reject the goods we must be informed in writing immediately . The customer must not use the product again from that point in time. 
It is for the customer to re-pack and return to us the goods in the original packaging. We will refund the cost of the goods found faulty. 
If the goods are found not to be faulty then the customer will be charged the cost of inspection and repair/replacement and all carriage costs.

Is the customer entitled to cancel an order if the goods are delivered late?

Yes – delivery must be within the delivery period agreed with the customer or, if no period was agreed, within 30 days of receiving the cleared funds. 
The customer is entitled to a full refund including carriage costs.

Can customers claim goods are faulty after the deadline for cancellation has expired?

Yes – if the goods do not conform to contract, i.e. 

“As described” – pictorially or in writing; 
“Not of satisfactory quality” – taking into account appearance and finish (i.e. scratched or dented), price, safety and durability; 
“Fitness for purpose” – the goods must be fit for the purpose provided, as long as they are subjected to normal usage – “normal usage” being that described in the Operator’s Manual (when one is applicable). 
When do we have to refund a customer’s money if an order is cancelled? 

As soon as possible after the customer cancels, or within 30 days at the latest, we must refund the customer’s money, even if we have not yet collected the goods or had them returned to us.

“Warranty” explanation notes

– under the terms of the Manufacturer’s Warranty 
All our products are guaranteed against manufacturing defects in materials and workmanship for one year from the date of purchase, providing it is reasonable to expect the goods to have lasted that long and providing the products have been properly assembled, used, stored and maintained in accordance with the Operating instructions and that the Warranty Card has been fully and correctly completed and returned within 14 days of receipt of the product. Items not covered under the

Warranty include the following:

wear and tear; 
any periodic adjustments necessitated by use or wear, including adjustments of power contacts; 
abuse, misuse, accident or negligence; 
improper operation, maintenance and storage; 
repairs and/or modifications made to any part without specific consent from RDK Mobility 
battery fluid spillage or leakage. 
Warranty replaced parts are covered under the “original warranty” and hence are only 
valid from the original date of purchase of the goods. 

The warranty part supplied will be of at least equivalent specification and age or wear as that part being replaced. 

The Warranty is not transferable.

What must the customer do when a fault becomes apparent?

Stop using the product immediately. Failure to do so will nullify the warranty. 
Notify us immediately by telephoning 0800 612 4484 
Your rights: 

You can ask us to update your personal information by emailing precise details of your request 
Please ensure you type “update” in the subject line of your email. 
You can ask us not to send you future marketing communications. 
To do this, simply email: 
enquiries@incontinencedirect.co.uk, Type “No Marketing” in the subject line and then the following in the main text: 
your full name, your postal address, including postcode, your email address. 

We will then suppress your data from all direct marketing, although we will still keep it for processing your order and fulfilling customer service and after-sale obligations. Alternatively, you can post your request to the address in below. 

You also have the right to request a copy of any personal information we hold about you. 

To do this, simply write to us at the following address, enclosing a cheque for £10 payable to Incontinence Direct to cover our administration costs: 

Incontinence Direct 
298-300 Holton Road, Barry, Vale of Glamorgan. CF63 4HW

External Links

We offer links to other websites via this site but do not endorse any other companies or offer any guarantees or accept any responsibility for any content or service(s) offered via such websites. These links are offered purely as a service and visitors should consider the Terms and Conditions of any other external website(s) that the Incontinence direct site links to. Incontinence Direct privacy policy only covers this website. Any other websites which may be linked to by our website are subject to their own policy, which may differ from ours. 

Delivery Information

Incontinence Direct aim to dispatch all orders placed before 3pm Monday to Friday on a next working day delivery (stock permitting). All orders over £50.00 are dispatched carriage free. All orders under £50.00 are charged £5.95 carriage Saturday deliveries are available, please contact us for carriage charges

Contact Us

0800 612 4484
enquiries@incontinencedirect.co.uk