Alz Store Uk

VAT Registration No. 313886783

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© 2018 Alz Store UK Ltd  /  Registered Company 11378292

SHIPPING POLICY

*Delivery times quoted are for products marked as "In stock"

  • Cut-off time - Orders must be placed before 4pm Mon-Fri for same day dispatch

  • Orders placed after 4pm on Friday will be dispatched on Monday (excluding bank holidays)

  • All orders over £100 will require a signature, for this reason some customers may prefer giving an alternative address for delivery, such as a work address.

NORTHERN IRELAND

All orders placed for delivery to Northern Ireland are charged at our standard UK rates shown above. 

We do not charge any extra for delivery but please be aware delivery may take slightly longer than quoted.

REPUBLIC OF IRELAND & EU

  • Standard delivery - Royal Mail International Tracked & Signed 5-7 working days - £9.99
    Max weight 2kg

  • Express delivery - DPD Courier - 2-3 working days - £19.99

TRACKING YOUR ORDER

All customers will receive a tracking code and unique URL via email once goods are dispatched. The level of tracking detail will depend upon the delivery service chosen. 

 

DELAYED DELIVERY

We will not be held responsible for any delay or delivery failure if the delay or failure is for any reason outside our control. The only exception to this is a full shipping charge refund on guaranteed deliveries if they are late.

 

 

LOST ORDERS

We very rarely experience lost orders, as all orders (excluding items that fit through the letterbox) are sent via a fully tracked service.

In the unlikely event of a lost parcel, we will offer the option of sending identical replacement goods (if available) or issue the customer with a full refund including delivery costs.

If a replacement is requested it may not be possible to dispatch the replacement immediately if we are working with the courier or Royal Mail to locate the missing shipment.

ALTERED DISPATCH DATE

If, after receiving a customer order, an immediate dispatch isn’t possible due to unforeseen circumstances, then we will contact the customer as soon as possible to discuss an estimated dispatch date.  

At this point the customer can choose to either wait for the delayed order or request an immediate and full refund.

RETURN POLICY

ALZ STORE UK DISPATCH DATE - 30 DAY RETURNS POLICY

We offer a 30-day no hassle return policy for any product purchased from our website, all we ask is that the product is returned in excellent condition.

FAULTY PRODUCTS - BOOKING YOUR RETURN

If you have a faulty product please Contact Us before returning your order, for the following reasons:

  • The fault may be something we can fix by providing remote support

  • It may be more practical for us to dispatch replacement parts

  • If the product does need to be returned, we can discuss delivery options

  • If the product needs replacing we can reserve stock for you (or order stock if necessary)

UNSUITABLE PRODUCTS - BOOKING YOUR RETURN

For non-faulty returns, we do not require you to Contact Us before returning your order, however booking your return can help streamline the return & refund process.

You can book your return by telephone on 07904146849

WHAT TO INCLUDE

All returns must include one of the following:

  • A copy of your original invoice, or

  • A copy of your email order confirmation - with address & order number visible, or

  • A note with your full order name, billing address, contact telephone number, and order number

 

If you haven't booked a return, please also include:

  • A reason for returning each individual product

WHO PAYS FOR RETURN POSTAGE

All return postage must be paid for by the customer unless faulty or incorrectly described.

PROCESSING YOUR REFUND

All refunds are processed within 5 working days of receiving a return, depending upon payment method, funds may take an extra 3 working days to appear in your account.

If you placed your order online, you'll receive an email confirmation once we've processed your refund.

CLAIMS FOR NON-DELIVERY

  • Claims for non-delivery must be made within 30 days of date of order

  • Claims for shortages and/or damages must be made by within 5 days of delivery receipt

  • We recommend that any claim is initiated via email, this ensures both parties have the claim available for reference

Claims not received within these time periods may not be met.

RECOMMENDED DELIVERY SERVICE

  • We recommend using a service that requires a signature, for example, Royal Mail Signed For

  • Please ensure that your parcel is insured for loss/damage up to the value of the goods

VAT RELIEF

For a product to be eligible for VAT relief they need to be designed and manufactured solely to help people with disabilities.

Most of the products on our website are eligible for VAT relief. However, as some of the products on our site were created for general purposes for around the house, they do not qualify under the Governments Standards. 

You are eligible for VAT Relief if:

• the person who will use the item(s) is 'chronically sick or disabled' and;

• the item(s) are for personal or domestic use, and not for commercial use by a business.

Under the guidelines individuals with Alzheimer’s disease qualify for VAT relief.

If you are purchasing goods and claim VAT relief on behalf of another person, we will require some personal information (of the individual you are buying for) at checkout. This can be self-declared by the purchaser or end user both online or over the phone by providing us with a specific medical condition.

The Government requires that customers fill in a simple declaration setting out the nature of their disability and/or chronic or terminal illness.

At Alz Store UK we do not require any proof of your disability or a doctor’s letter; however, you should remember that it is an offence to falsely claim that you or someone you are buying for is eligible for VAT relief. It is also an offence if you claim VAT relief for a business unless you are a registered charity.

VAT relief is calculated in the checkout, if you are purchasing a product that is eligible for VAT relief you will be asked to enter in your details, or the details of the person you are buying for. If you, or the person you are buying for, are not eligible for VAT relief under the HRMC guidelines, please skip this step and you will be charged for the full price.

Please note that shipping costs do not come under VAT relief, and the change in price will be taken from the individual items, not the overall cost of your basket.

VAT is an EU tax, and therefore not applicable to international customers. If your billing and shipping addresses are outside of the UK, VAT will be automatically removed at the checkout.

SUPPLYING THE NHS AND LOCAL AUTHORITIES

Here at Alz Store UK we welcome orders from the NHS and Local Authorities.  We can provide fast delivery, expert knowledge and Competitive Prices

HOW TO PLACE AN ORDER

Order By Email

You can send a copy of your purchase order to deborah@alzstoreuk.com.

Please ensure that you provide the order on an official letterhead, official purchase order, or official document. Including the following information;

  • The SKU/titles of the product(s)

  • The quantity that you require

  • The billing / invoice address

  • The delivery address

We are pleased to offer 30 day credit terms to all NHS Organisations and Local Authorities

For further information please email: deborah@alzstoreuk.com or contact: 07904146849

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