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Terms and Conditions

If you are ordering from Health-Care Equipment & Supplies Co. Ltd for your own use (for a non-commercial purpose) then the Consumer Contract Regulations apply. (B2C)

If you are ordering from Health-Care Equipment & Supplies Co. Ltd for a business (for a commercial purpose) then the Business To Business Terms & Conditions apply. (B2B)

Below are listed our Terms and Conditions. It is important that you read and understand them before ordering.

HCE (Health-Care Equipment & Supplies Co. Ltd) will hereafter be known as “the Company” or “us”

1. ACCEPTANCE OF ORDERS: All orders are accepted by us to these conditions of sale. No variation of these conditions will be accepted by us unless previously agreed in writing. Orders will only be binding upon receipt of written confirmation from us. The Company reserves the right to refuse any order. It is recommended that customers check whether a product is in stock before ordering, regardless of what is stated on the website.

2. CUSTOMER’S AUTHORITY: Customers entering into transactions with the Company, expressly warrant that they are authorised to accept and are accepting these conditions not only for themselves, but also as agents for and on behalf of all other persons who are, or may become, interested in the Company’s goods or products, whether in whole or in part.

3. PRICES: All prices quoted are exclusive of VAT. VAT exemption may apply in certain instances (see point 4). In the unlikely event of a price discrepancy, we reserve the right to cancel any web orders prior to dispatch.

4. VAT Exemption: In order to place an order with 0% VAT your disability/illness has to qualify. For VAT purposes, you’re disabled or have a long-term illness if:

  • you have a physical or mental impairment that affects your ability to carry out everyday activities, for example blindness
  • you have a condition that’s treated as chronic sickness, like diabetes
  • you’re terminally ill
  • You do not qualify if you’re elderly but not disabled, or if you’re temporarily disabled.

The VAT exemption checkbox & details must be completed in checkout prior to purchase. If a purchase is made without VAT exemption checked the VAT cannot be refunded. The products orders with VAT exemption must be suitable for use in relation to the medical condition, you will be liable to pay the VAT on any products which are not deemed suitable. We will supply a VAT form following any VAT exempt order which must be completed by/on-behalf of the disabled customer. Failure to sign and return will result in the order being cancelled.

5. PAYMENT: Payment of account is to be received by the Company within 30 days from the date of each and every invoice. Failure to pay on the due date will entitle the Company to withhold delivery of subsequent orders and any agreed discounts.

6. DETAILS AND SPECIFICATIONS: Details, including prices and specifications in this brochure, are correct at time of going to print but may be changed without prior notice. The Company will be happy to check the latest specifications for you by telephone. The Company reserves the right to alter specifications of any given product, and to withdraw any item without explanation or notification.

7. CANCELLATION OF GOODS: The Company endeavours to meet Customer’s individual requirements, but the Company shall be under no obligation to accept cancellation or amendment to any order or any part of an order. Where such cancellation or amendment is accepted, it is on the understanding that a cancellation or amendment charge may be levied. The company holds the right to cancel any order which cannot be fulfilled and in such case the company will either offer a suitable alternative (advising any changes in cost) or provide a full refund.

8. RETENTION OF TITLE: (a) All Goods supplied by the Company to the customer shall remain the property of the Company until such time as the Company receive payment in full for the Goods, and of all other monies due to the Company from the customer. Until such payment as aforesaid, is received, the separate identity of those Goods shall be maintained by the customer. After delivery of the Goods to the customer or his nominated sub-purchaser, the Goods shall be at the customer’s risk and the customer shall insure those Goods against loss or damage. (b) Until such time as title in the Goods shall pass to the customer in accordance with the foregoing provisions, the Company shall be entitled at any time to repossess the Goods whether with or without notice and the Company and its employees or agents shall have the right at any time to enter upon the premises of the customer for the purpose of effecting such repossession.

9. FORCE MAJEUR: Deliveries against the contract may be suspended pending any contingencies beyond our control and the Company shall not be liable for any loss or damage occasioned to the customer thereby.

10. NO WARRANTY: Goods are supplied according to the descriptions and specifications given in the relevant and current brochures of the Company. The Company gives no warranty and makes no representation as to the suitability of fitness of any goods for any particular purpose unless expressly given or made in such brochures. Clearance products are sold as seen, due to the nature of these items, each is sold without warranty cover or returns accepted.

11. DELIVERIES: Every effort will be made to supply orders promptly but the Company will not accept responsibility for suspension or delay in deliveries nor for the consequences thereof. It is the responsibility of the customer to notify us of special delivery requirements. In general delivery is to the reception desk and/or ground floor at the stated delivery address. Please let us know if you require delivery to another location either at the surgery or another premises, as this may affect the prices quoted. It is the customers responsibility to inform the Company of any difficulties in delivering (e.g. narrow doorways, stairs, restricted access). You are advised to discuss this with your customer specialist at the time of ordering, as the Company cannot accept responsibility for delivery problems resulting from the information supplied by the customer.
Free delivery statements are made with regards to UK Mainland shipping, this will not apply to Ireland, Northern Ireland, any British Isles, some highlands postcodes. Contact us for confirmation before ordering.

Orders received by 14:00 (Mon–Friday) are usually processed the same day and you should receive your goods within 2 to 3 working days* subject to item availability. (*UK mainland delivery — This does not apply to: made to order, over size, non-stock items and some other exclusions).

11a. EXPORT DELIVERIES: Please make sure to provide your VAT or EORI Number at time of order. Failure in providing this key information may result in your order being delayed.

HCE provide all items in good faith that the customer is knowledgeable of the import restrictions of their own country, HCE will not be liable for any goods or additional fees incurred by importation. Any goods returned due to improper paperwork or permits carried by the end user may be chargeable. Example: UPS costs / re-stocking fees. In the event of products being returned from an international country, the value of the goods may be refunded, but not the delivery charge. All goods are shown as quoted Ex works, contact us for official quotation on final carriage costs. HCE only provide a Packing list/delivery note and invoice as standard documents, all other documents I.E CoO are considered chargeable and will be quoted on a case by case basis.

12. CARRIAGE: All orders must be placed in accordance with the Company and these will be despatched by the most appropriate route. Where a customer suggests an alternative route or places an order outside normal schedule, the Company shall have the right to charge the entire cost of delivery, irrespective of the value of the order. Orders may incur an extra delivery charge for offshore islands, extended postcodes (ie. Highlands) or larger/heavier goods. The buyer will be informed of this cost.

13. BREAKAGES: Goods should be signed for as ‘unexamined’ and any damage or shortage must be reported in writing within 3 days of delivery to the branch from which the goods were despatched, otherwise no claim can be considered. The complete packaging should be retained if pilfering is suspected or if breakage has occurred. If pilfering is suspected, the Company and the Carriers should be notified immediately. Claims cannot be considered unless these conditions are observed.

14. RISK: Risk shall pass to the customer from the date of delivery of the goods.

15. NON-DELIVERY: In the event of non-arrival of goods, customers must inform the Company within 7 days of the date of the invoice or advice of despatch, otherwise no claim can be considered.

16. RETURNED GOODS: Goods are not supplied on a sale or return basis. Returns, which must be in its whole original packaging and delivery box (especially for larger items such furniture and fridges) supplied directly from the Company, will be accepted only with the prior permission of the Company and with an authorisation number.  ‘Order against order’ items such as ECG’s, Vital Signs Monitors, Oxygen Concentrators and Furniture will only be accepted back with prior permission from manufactures and will incur a restocking fee. In some cases items may not be accepted as a return due to infection control (this includes all Sissel pillows, splints, clothing etc.). In the event of the client not being entirely satisfied with their purchase, notification must be received no later than 7 days from the date of delivery. Failure to do so will result in credit/refunds not being issued. Please note that items which have been made to order, or are calibrated in some way, will be liable to a restocking or re-checking fee. Items made to customers own specifications will not be accepted for return unless faulty. Such goods are returned at the senders responsibility- It is advised that both certificates of postage are retained and adequate insurance is sought. The Company accept no responsibility for goods lost during return transit. No replacements are available whilst goods are exchanged, replaced or repaired. Goods will not be acceptable for return if they have been re-labelled in any way, or if any tamper evident seals have been broken. Returned goods must be accompanied by a Returns Authorisation.

Goods authorised for return within 7 days of delivery – 100% allowance less charges. Any other goods – no allowance. Goods which are authorised for return should be sent to the depot from which they came, in the original packaging and accompanied by a Returns Authorisation. The following classes of goods will not be accepted for return: Goods which have been damaged because of improper handling or abuse. Goods which have been opened, partly used, or from which the seals or labels have been removed or tampered with. Goods which have been damaged by fire, water or smoke. Goods which (where applicable) have exceeded their guarantee or warranty period. Goods which are made to the customers own specification. Goods which are sterile and/or disposable. Goods which are not in our current catalogue but which have been specifically ordered by the customer. Goods ordered in specifically for customers (non-stock).

Goods accepted by the Company for credit only, unless otherwise agreed, will be subject to a handling charge at the rate of 25% calculated on the net invoice value of the goods returned. Goods accepted by the Company for exchange will generally not be subject to a handling charge. In some cases, the handling charge may be increased due to the manufacturers having to re-test the equipment before re-sale is permitted.

17. PROPER LAW: This contract shall be governed by and construed according to the law and the purchaser submits to the jurisdiction of the courts. These terms of trade will prevail over any conditions that shall be issued by the customer. Customers should not rely on any representations made by staff as they do not form part of the contract or collateral contract. The above Conditions shall apply to all total orders for goods received by the Company for supply in the United Kingdom. No other conditions whether or not inconsistent with these Conditions shall apply.

Business To Business Terms & Conditions

When ordering from Health-Care Equipment & Supplies Co. Ltd (HCE) for commercial purposes, Consumer Contract Regulations do not apply. When doing so, you agree to adhere to the following HCE Business To Business Terms & Conditions:

  • Goods remain the property of HCE until payment is received in full. All prices quoted are excluding VAT and carriage. Any prices quoted on our website or catalogue are subject to change. When placing an order via our website or email, we cannot be liable for errors.  Please ensure prices and delivery addresses are correct. Any amendments need to be made in writing via email, this needs to be done before the order is despatched from the warehouse. We make no claims regarding any listed products regarding their purpose or suitability. In the event of stock availability, we reserve the right to swap any unavailable item(s) ordered for available item(s) that are of equivalent quality and price.
  • 30 Credit Accounts can be offered to NHS staff and at the discretion of HCE. We reserve the right to withdraw or restrict your credit account at any time. You have 30 days from the date of the invoice to make payment in full. If payment is not received, your account will be placed on hold and future orders prohibited until payment is made. We will pursue the relevant person(s) for any non-payment. Any costs incurred during this process will be added to your outstanding invoice(s).
  • Product descriptions and images on our website or catalogue are correct to the best of our knowledge, but the manufacturer can change the appearance or specification of their products without our knowledge. We cannot be liable for any differences between the image and description online and the product delivered. If you order incorrect item(s), we are not obligated to action an exchange or return. When returning an item, you must complete the online Returns form. Return requests are considered on a case by case basis. We are not obliged to accept returns for any orders. Any custom item that is ordered in or manufactured specifically, cannot be returned to us for an exchange or refund. You are responsible for returning the item to us and covering any associated costs. We may charge a re-stocking fee to cover administration costs.
  • Delivery dates are an approximation. We cannot be liable for any losses incurred by late or lost deliveries. Upon delivery, you must thoroughly inspect the order. We must be notified of any shortages or damages via email within 3 working days, if notified later than this, we cannot investigate further. If a delivery is unsuccessful and is returned to us, and you request that we re-send the order to you, we reserve the right to charge additional delivery charges to cover costs incurred. We reserve the right to reduce or increase delivery charges when processing your order. We will inform you of any changes to the amount charged for delivery, and we will not process the order until we have confirmation of acceptance from you.
  • If an item is returned to us in what is deemed to be an un-saleable condition, we will not process a refund or exchange. The items will either be destroyed or returned to you at your expense. If an item is delivered directly from the manufacturer, and the delivery is unsuccessful, we reserve the right to charge a re-stocking fee – typically 25% of the order total. This is the amount the manufacturer charges us. We cannot be liable for any price changes once you have placed the order. We will process the order at the price agreed when you placed the order. If the price subsequently increases or reduces, we cannot change the order. Customers who are eligible for VAT exemption must complete the online VAT exemption form and await approval before ordering. If you order before approval, VAT cannot be refunded.