Below are listed our terms and conditions of sale and it is important that you read and understand them.
These Terms and Conditions refer to ‘The Website’ www.incontinencesupermarket.co.uk, which is owned and operated by Countrywide Healthcare Supplies Ltd. All terms and conditions shall apply to all orders for goods received by Countrywide Healthcare Supplies Ltd. trading as Incontinence Supermarket 'The company’ for supply in the United Kingdom. No other conditions whether or not inconsistent with these Terms and Conditions shall apply.
Company Contact Details
National Distribution Centre
UK VAT Number
647 66 32 09
Each order for goods on The Website will be deemed to be an offer by the customer to purchase the goods upon these Terms and Conditions (the ‘Order’). A contract shall not be formed until the customer’s order is accepted.
All Contracts are subject to these Terms and Conditions. No variation of these Terms and Conditions will be agreed to by the Company unless previously agreed in writing. The Company reserves the right to refuse any Order without providing a reason.
Goods are subject to availability. In the event that we are unable to supply the goods, we will inform you of this as soon as possible. An alternative will be offered, or a full refund will be given where payment has already been received by the Company for those Goods.
Customers entering into transactions with the Company expressly warrant that they are authorised to accept and are accepting these Terms and Conditions not only for themselves but also as agents for and on behalf of all other persons who are, or may become, interested in thea Company’s goods, whether in whole or in part. This applies to persons buying goods on behalf of another person, whether this is a payment made by them or by the other person.
Details and specifications of goods will be as set out on The Website. The Company reserves the right to alter specifications of any given product and to withdraw any item without explanation or notification. Product descriptions are to the best of the Company’s knowledge, and not all specifications may be present in the description. Current specifications can be confirmed with the Company by telephone.
The price for the goods will be shown on The website. The Company reserves the right to change any price without notice. Costs of packaging and carriage and any applicable sales tax or duty will be added to the price where relevant. A selection of products are eligible for Zero-Rated VAT as they are classed as part of the VAT Notice 701/7: VAT reliefs for disabled and older people. We reserve the right to not charge VAT on these products and to change this at any time in the future. A function to declare that you have read and agreed to VAT Notice 701/7 has been made available. Further information can be accessed at The Websites VAT Policy. This does not affect your statutory rights.
All payments for goods and services shall be made in full by the Customer to the Company at the time of placing the order by debit cards, credit cards, or third party payment companies. No customer financial details are stored on the company’s server. The Website is linked to a third-party Payment Service Provider (PSP) who encrypt, protect and store all payment data.
The Company will use all reasonable endeavours to meet Customers’ individual requirements, but the Company shall be under no obligation to accept cancellation or another amendment to any order or any part of an Order once accepted by the Company. Once an order has been dispatched, the order falls under the returns process.
The Company will use a third-party courier company to deliver all goods. If requested The Company will liaise with the third-party delivery courier company, to ascertain where the goods are in transit and when they may arrive. The Company has no control over the delivery of the goods when they are with the third party delivery company; we can seek answers from the third party delivery company, and The Company will endeavour to provide instructions to the third party delivery company.
Deliveries are made to the address specified in the checkout function. Any special delivery instructions specified other than the delivery address; the company will not be held responsible for. Special delivery instructions included but not limited to: ‘a neighbour’s house,’ ‘behind a bin,’ ‘in the front porch,’ or any other instructions that do not include a postcode or address. We can, if instructed add special delivery instructions to an order, but we will not be held responsible for parcels going missing or stolen.
The Company will not be liable to the Customer for any failure or delay in delivery of the goods if it is due to any event beyond the reasonable control of the Company. The Company will be entitled to a reasonable extension of time for performing such obligations and shall not be liable for any loss or damage occasioned to the Customer thereby.
All goods supplied by the Company to the customer shall remain the property of the Company until the Company has received payment in full for the goods and of all other monies due to the Company from 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. Until such full payment is received the separate identity of those goods shall be maintained by the Customer.
Until such time as title to the goods shall pass to the customer in accordance with the foregoing provision, 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.
The Company adheres to the Customer Contracts Regulations 2013 and the Customer Rights Act 2015, which relate to the Sale of Goods Act 1979 and the Supply of Goods and Services Act 1982.
Damaged and Faulty Goods
If your goods are damaged or faulty, then you have 30 days to return the product to us and obtain a full refund for the returned goods. We reserve ourselves the right to hold the funds you've paid for the initial delivery of the goods to you.
The goods must have the original packaging and be complete when returned to us. If the goods have multiple items such as incontinence pads or pants, the full number of items in the packet must be returned and not just the single faulty item.
14 Day Money Back Guarantee
If you are not happy with the products you have received, you have the right to return the product at your cost back to us for a full refund on the goods returned.
You have 14 days from when you received the goods to let us know that you want to return them (either by email at firstname.lastname@example.org or phone 01226 719 092). You then have a further 14 days to return the goods back to us to get a full refund.
If you are returning goods under our 14 Day Money Back Guarantee, you must pay the postage for the returned goods.
When returning goods, we recommend that you: use a responsible courier company, the postage is correct for the weight of the goods, and you have some form of tracking service for the package.
We accept no liability for lost or damaged goods when you are returning them. If the goods do not have the correct postage, then we cannot accept any incurred postage charges.
Goods returned to us must not have been opened or used and because of the nature of some of our products we cannot accept opened packets or used goods. Please note: for hygiene reasons, we cannot accept any returns on items classed as washable / re-usable.
All returns must provide a returns form filled-in by the customer attached in the returned parcel. Failing this, we will not process your refund. Download the returns form.
Address for all Returns
Incontinence Supermarket - Online Returns
National Distribution Centre
The Company will be under no liability to the Customer whatsoever (whether in contract, tort (including negligence), breach of statutory duty, restitution or otherwise) for any injury, death, damage or direct, indirect or consequential loss (all three of which terms include, without limitation, pure economic loss, loss of profits, loss of business, depletion of goodwill and like loss) how-so-ever caused arising out of or in connection with: Any of the goods, or the manufacture or sale or supply, or failure or delay in supply, of the goods by the Company or on the part of the Company’s employees, agents or sub-contractors; Any breach by the Company of any of the express or implied terms of the contract with the Customer; Any use made or resale by the Customer of any of the goods, or of any product incorporating any of the Goods; or Any statement made or not made, or advice given or not given, by or on behalf of the Company or otherwise under a Contract and these Terms and Conditions.
The Company does not exclude its liability (if any) to the Customer for: For breach of the Company’s obligations arising under section 12 Sale of Goods Act 1979 or section 2 Sale and Supply of Goods and Services Act 1982; For personal injury or death resulting from the Company’s negligence; Under section 2(3) Consumer Protection Act 1987; For any matter which it would be illegal for the Company to exclude (or to attempt to exclude) its liability; or: For fraud.
These Terms and Condition and any Contract shall be governed by and construed according to the law of England, and the Customer submits to the jurisdiction of the English courts. These Terms and Conditions will prevail over any conditions that shall be issued by the customer. Customers should not rely on any representations made by the staff of the Company as they do not form part of the contract or collateral contract.
Where a Customer ‘deals as a consumer’ as defined in Section 12(1) of the Unfair Contract Terms Act 1977 (as amended) these Terms and Conditions are subject to the Consumer’s statutory rights, including but not limited to the Consumer Protection (Distance Selling) Regulations 2000. The Company shall in no way be entitled to exclude or limit such statutory rights.