Refund policy
This policy is issued by Lynde Ltd (trading as Family Carers), Company No. 16910641, registered in England & Wales.
Your Right to Cancel (UK Consumers) Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason. To exercise this right, please contact us within 14 days of delivery.
Once we have been notified, you have a further 14 days to return the item(s) to us. We will process your refund within 14 days of receiving the returned goods.
How to Return an Item To start a return, please contact us via our Contact page with your order number and reason for return. We will provide you with return instructions.
Condition of Returned Items Items must be returned in their original condition, unused, and in original packaging where possible. We reserve the right to deduct from your refund if the value of the goods has been reduced due to handling beyond what is necessary.
Hygiene & Sealed Products For hygiene reasons, the following items cannot be returned once opened or used:
- Incontinence products
- Personal care items
- Bedding and mattress protectors (if packaging has been opened)
This does not affect your statutory rights if the item is faulty or not as described.
Faulty or Damaged Items If your item arrives damaged or faulty, please contact us within 30 days of delivery with photos and your order number. We will offer a replacement, repair, or full refund in accordance with the Consumer Rights Act 2015.
Refunds Refunds will be issued to your original payment method within 14 days of us receiving the returned item. Original shipping costs are non-refundable unless the item is faulty.
Return Postage Unless the item is faulty or not as described, return postage costs are the responsibility of the customer. We recommend using a tracked service as we cannot be responsible for items lost in transit.
Contact Us For all returns enquiries, please use the contact form on our website.