Policies, terms & customer protection
Everything you need to know about deliveries, returns, privacy, terms and customer support — written clearly, professionally and transparently.
Delivery Policy
At CareSupply Direct Limited, we understand the importance of reliable and timely delivery for healthcare and care-home environments.
Delivery Coverage
We currently deliver across the United Kingdom.
Dispatch Times
- Orders placed before 2pm Monday to Friday are usually dispatched the same working day.
- Orders placed after 2pm may be dispatched the next working day.
- Orders placed on weekends or public holidays will be processed on the next working day.
Delivery Timeframes
- Standard Delivery: 1–3 working days
- Priority/Urgent Orders: Next working day where available
Delivery times may vary during busy periods, adverse weather conditions, or courier delays.
Urgent Healthcare Orders
We understand that care homes and healthcare providers may require urgent supplies. Please contact us directly for urgent delivery requests and we will do our best to assist.
Delivery Charges
Delivery costs are calculated at checkout unless otherwise agreed for bulk or repeat orders.
Incorrect Delivery Information
Please ensure all delivery details are correct before placing your order. CareSupply Direct Limited cannot be held responsible for delays caused by incorrect address information.
Damaged or Missing Items
Any damaged, missing, or incorrect items should be reported within 24 hours of delivery.
Returns & Refund Policy
At CareSupply Direct Limited, customer satisfaction is important to us.
Returns Eligibility
Returns may be accepted within 14 days of delivery provided:
- Items are unused
- Items remain unopened and in original packaging
- Products are suitable for resale
For hygiene and infection prevention reasons, certain PPE and continence products may not be eligible for return once opened.
Non-Returnable Products
- Face masks
- Gloves
- Continence products
- Bed pans
- Other hygiene-sensitive items
Faulty or Damaged Items
If you receive faulty or damaged products, please contact us immediately with photographs and order details.
Refunds
Approved refunds will be processed back to the original payment method.
Return Shipping
Unless the return is due to our error, customers are responsible for return shipping costs.
Privacy Policy
CareSupply Direct Limited is committed to protecting your privacy and handling your information responsibly.
Information We Collect
- Name
- Company name
- Email address
- Phone number
- Delivery address
- Billing information
- Order details
How We Use Your Information
- Process orders
- Deliver products
- Respond to enquiries
- Improve our services
- Provide customer support
Data Protection
We do not sell or share your personal information with third parties except where necessary for:
- Payment processing
- Delivery services
- Legal requirements
Marketing
We may contact you regarding promotions, product updates, or service information. You may opt out at any time.
Cookies
Our website may use cookies to improve user experience and website functionality.
Terms & Conditions
General
By using this website, you agree to these Terms & Conditions.
Products
We aim to ensure all product descriptions and pricing are accurate. However, errors may occasionally occur.
Pricing
All prices are shown in GBP (£) and may be subject to VAT where applicable.
Orders
CareSupply Direct Limited reserves the right to refuse or cancel orders where necessary.
Payment
Payments must be completed before goods are dispatched unless otherwise agreed.
Liability
CareSupply Direct Limited shall not be liable for indirect or consequential losses resulting from use of products supplied.
Product Use
Products should be used in accordance with manufacturer instructions and professional guidance.
Intellectual Property
All website content, branding, logos, and images remain the property of CareSupply Direct Limited unless otherwise stated.