Refund policy
Refund & Returns Policy
Returns at a glance
- You may return any item within 30 days of delivery
- Items must be unused and in their original packaging
- Please contact us before sending anything back
- Return postage is paid by the customer (unless the item is faulty)
- Refunds are issued to your original payment method within 14 days of us receiving your return
Our 30-day return policy
We want you to be completely happy with your purchase. If an item doesn't meet your needs or expectations, you may return it within 30 days of the date of delivery for a refund.
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Please retain your order confirmation or receipt as proof of purchase.
How to return an item
- Contact us first at Shop@helpinghand.co.uk or on +44 (0) 1531 635678. Please do not send any items back without contacting us — we'll give you a returns reference and confirm the return address.
- Package the item securely in its original packaging.
- Post the item back to us. Return postage is paid by the customer, and we recommend using a tracked service, as we cannot be responsible for returns lost in transit.
- Once we receive and inspect your return, we will issue your refund to your original payment method within 14 days. Please allow a further 3–5 working days for the refund to appear in your account, depending on your bank or card provider.
Your 14-day cancellation right
In addition to our 30-day return policy, under the Consumer Contracts Regulations you have the legal right to cancel your order within 14 days of receiving your goods, for any reason. If you cancel within this period, we will refund the full amount you paid, including standard delivery charges. Return postage remains payable by the customer unless the item is faulty. This statutory right is unaffected by anything else in this policy.
Hygiene and personal care items
For hygiene reasons, certain products can only be returned if they are unopened and unused, with any hygiene seals intact. This includes (but is not limited to): toilet seats and toilet aids, bath seats and bath boards, shower stools and shower seats, cushions, and sponges.
This does not affect your statutory rights, and these items can of course still be returned if they are faulty or damaged.
Damaged or faulty items
Please inspect your order on delivery. If your item arrives damaged, faulty, or incorrect, contact us within 7 days of delivery at Shop@helpinghand.co.uk and we will put it right — we'll arrange a replacement or a full refund, and we will cover the cost of the return. Nothing in this section limits your statutory rights, which apply beyond 7 days for faulty goods.
Extended Christmas returns
Items delivered in November or December may be returned up to 60 days from the date of delivery, so gifts bought early can still be returned after Christmas. All other conditions of our returns policy apply.
Exchanges
If you'd like to exchange an item — for example, for a different size or height — contact us and we'll be happy to help. The fastest route is usually to return the original item for a refund and place a new order.
Contact us
If you have any questions about returns or refunds, contact our UK-based team:
- Email: Shop@helpinghand.co.uk
- Phone: +44 (0) 1531 635678
- Address: Helping Hand, Bromyard Road, Ledbury, Herefordshire, HR8 1NS, United Kingdom