1. Overview
DLAcare supplies essential care equipment and consumables to care homes, professionals, and individual customers. Our products are sourced from cancelled or undelivered orders, overstock, and ex-display units. All items are inspected and confirmed as described before dispatch.
This policy explains when returns are accepted, how to request a return, and which items cannot be returned for safety or hygiene reasons.
2. Eligibility for Returns
2.1 Faulty or Damaged Items
If an item arrives faulty, damaged, or not as described, we will arrange a return, replacement, or refund as appropriate.
You must notify us within 48 hours of delivery and provide:
- Your order number
- A description of the issue
- Photographs of the item and packaging
This is required because couriers impose strict evidence deadlines for transit claims.
2.2 Unopened, Unused Items
We may accept returns of unopened and unused items within 14 days of delivery, provided:
- The item is in its original condition
- All accessories are included
- The item poses no hygiene or contamination risk
These returns are assessed on a case-by-case basis.
2.3 Opened Packaging
DLAcare may accept returns of items where the packaging has been opened, provided the item is unused, unassembled, and poses no hygiene or safety risk.
However, we cannot accept returns of items where opening the packaging creates a contamination or hygiene risk, including but not limited to:
- Toileting or bathroom aids
- Cushions, pads, bedding, or mattress products
- Incontinence items
- Medical or clinical consumables
- Any product designed for direct body contact
DLAcare reserves the right to refuse returns on any item that presents a hygiene, safety, or contamination risk.
3. Items That Cannot Be Returned
For hygiene, safety, and regulatory reasons, DLAcare cannot accept returns of:
- Any toileting or bathroom aid
- Any incontinence or containment product
- Any bedding, pressure-relief, or mattress-related product
- Any clinical or medical consumable
- Any product intended for direct body contact
- Any item that shows signs of use or assembly
These restrictions are standard across the care sector and protect both customers and residents.
4. Return Costs
- Faulty, damaged, or incorrectly supplied items:
DLAcare covers all return costs. - Unopened/unused items returned for any other reason:
The customer is responsible for return costs.
You may use your own courier, or request a DLAcare return label (charged at cost).
We do not offer free returns for change-of-mind or ordering errors on non-faulty items.
5. Refunds
Refunds are issued within 5 working days of the returned item being inspected and approved.
Refunds are made to the original payment method.
Delivery fees (where applicable) are non-refundable unless the item was faulty or supplied in error.
6. How to Request a Return
Email help@dlacare.co.uk with:
- Your order number
- The item(s) you wish to return
- Images (for damaged or faulty claims)
- A brief explanation of the issue
We will confirm eligibility and provide next steps.
7. Important Notes
- We do not offer a “returns window” for used equipment.
- Care homes must ensure correct measurements and suitability before ordering.
- We are always happy to advise on product selection prior to purchase.