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If you need to return something to, please contact us at

You will then be issued with a returns reference specific to your order.

You must not return goods to Essential Aids before contacting us and arranging the returns details.

Any return sent without a returns reference number or without prior arrangement can not be refunded. Please do not send returns to the head office address.

Any returning items must be securely sealed in their original packaging.

Please see the information below about specific circumstances.

Damaged goods

If you receive your goods and they have either been damaged in transit or are in some way faulty, we'll be happy to accept them back and send a replacement, or refund you in full.

In these circumstances, you must contact us immediately on the email address above and we will make the necessary arrangements on your instruction.

Goods unsuitable

We also accept the return of goods even if they are delivered without fault or damage, but you assess them as unsuitable for your requirements.

You must notify us within five working days.

Under these circumstances the price of the items concerned are refunded, but there may be charges to cover the handling and carriage costs involved.

Again, please contact us on and we will make the necessary arrangements.


Upon receipt of the goods we will refund the amount paid or issue an exchange credit as required within 28 days.

Exceptions to this are as follows:

When the products have been made or customised specifically for you; the products can not be resold for hygiene reasons e.g. toileting and incontinence items.

If goods are returned beyond the seven day period but within 21 days of delivery, there will be a 20% charge to cover additional administration and restocking costs.

None of the above affects your statutory rights.

Essential Aids Limited complies with the The Consumer Protection Distance Selling Regulations 2000.

© 2023 Essential Aids ( Limited. Registered in the UK, Company No 05294779.