Orders,Returns & Refunds

Orders,Returns & Refunds


Placing an order

You can place an order directly on our website or by calling our office on 01274 947003

We are happy to accept official purchase orders from NHS establishments, Charities, Private Hospital Groups etc.. We can accept purchase orders by email to

You can pay for you order in a number of ways.

  • By using Secure online checkout with Worldpay


  • By BACS direct to our Bank (selected at checkout)
  • By Pro-Forma Invoice (We can email you the invoice)
  • By calling us with your card details. 
  • By Cheque Payable to "Arden Care Supplies Ltd" 
  • NHS Establishments (30 day account with official purchase order)

Change or cancel an order

If you wish to change or cancel an order contact our Customer Service department on 01274 947003 any time between 9am and 5pm, Monday to Friday, please have the order number and date the order was placed to enable us to action your request easily. Outside these hours please email us at

You can cancel your order for stock items prior to delivery without charge providing you notify us at least 48 hours before the arranged delivery time. Orders cancelled within 48 hours of the arranged delivery time may incur an administration charge. Orders for items in special upholstery are made to order and cancellations may incur a charge if work has commenced on your order. 

Delivery from Arden Care Supplies

We aim to deliver the majority of products offered for sale on this website within 3-7 days of ordering. Most items are dispatched using a recognised national courier service. In order to allow us to offer an extensive range, we have agreements in place with our suppliers to deliver products directly to you from them. This may mean that when ordering multiple products these products may be delivered separately by different carriers. Note, only one delivery charge (if applicable) will be made for an order even if it is for multiple products.

Deliveries are normally made Monday to Friday.

Bed Delivery

Some larger items, such as electrically adjustable beds, have standard delivery free of charge as part of our service. If you require a more comprehensive service including for example, full installation of a nursing care bed including a product use demonstration, please see the options for this in the product details. Our installer or ourselves will contact you directly to book an installation date.

Medical Couch Delivery

As many medical couches are manufacured to order delivery of these products may take 2 to 4 weeks, however we may be able to offer a faster delivery on certain items, please ask us!  

Accepting Delivery Instructions

Providing Additional Delivery Information

If you have any specific delivery instructions you would like us to pass to the courier, please enter the details in the ORDER AND DELIVERY COMMENTS box during the checkout process or call 01274 947003 and advise our customer service team. Please note instructions to leave items without a signature are only accepted at the risk of the customer. We are not liable for items which go missing in these circumstances.

Delivery Charges

All orders for products over £100 are delivered to addresses on the UK mainland are FREE OF CHARGE. Installation charges may apply for specialist services - see product descriptions for details, option and costs.

Orders under £100 are charged £7.50 for delivery to the UK mainland. 

For deliveries to UK islands, Northern Ireland, Isle of Man, Jersey, Guernsey etc. please call our customer service department. 

Missing Items

If any item you have ordered is missing from your delivery you must inform Arden Care Supplies Ltd within 48 hours on Tel 01274 947003 or email us at

Damaged deliveries

Should your order sustain minor damage during shipping or has manufacturer’s defect, you must inform us within 48 hours on Tel 01274 947003 or email us at We will arrange for the goods to be repaired in your home if possible, alternatively we will arrange to have them returned to the manufacturer. If items need to be returned please keep the original packaging. All returns and repairs must be arranged through our Customer Service Department (we are unable to pay for returns which we have not authorised).

Returns and refunds

We want you to be completely satisfied with your purchase from Arden Care Supplies Ltd, However if the item is not suitable you can return the items provided you contact us by email within 14 days of delivery. The only exceptions to this are Mattresses,(including the Rota Pro Bed with integral mattress) Side Rail Pads, Medical Fleece,Cushions and Commodes for reasons of hygiene, and products upholstered to customers choice of colour e.g couches and seating unless they are faulty.

The only liability for you is the cost of us recovering the goods from your property which may vary depending on the cost of logistics, this charge will be deducted from your refund,.all returns must be "as new" and in re saleable condition, we reserve the right to charge a further re stocking fee of up to 25% of the order value on all returns of healthcare equipment used or unused where the equipment must be returned to the manufacturer to undergo cleaning and inspection prior to being returned to stock.

If the item (s) are faulty we will exchange or refund in full to ensure this happens you should notify us immediately via email at or by calling us on 01274 947003 and we will guide you through the returns process.