Please find below a step-by-step guide that must be followed for all returns.
Step 1 - Please contact Edincare customer services department on 01442 211554 before any goods are returned, they will talk you through the returns procedure and ensure that any questions you may have are answered. You will also be issued with a unique returns number. Please note that all goods originally purchased through a distributor will need to be returned through the distributor and not directly to us.
Step 2 – Please download and fully complete the returns form, simply click here to download.
To enable you to download the document above you will require Adobe PDF Reader installed on your computer. Should you not have this application installed already, you can download it free by clicking the Adobe image below.
Should you prefer that a returns form be faxed or emailed to you, simply contact our customer services department who will be glad to assist.
Step 3 – When returning the goods please ensure that they are accompanied by all space parts, manuals etc. All goods must be well packaged to keep them clean and free from damage.
Step 4 - All returns have to be accompanied by a returns form and include a valid returns number.
Goods received without a valid returns form may not be accepted. Please note, Edincare staff signing for a returns delivery without the valid returns form & number does not constitute acceptance of the returned goods.
Step 5 - Please ensure that you write the valid Edincare returns number clearly on the outside of the packaging.
Step 6 - When returning goods, it is strongly recommended that you use a recognised courier and the appropriate insurance is taken out. Edincare accepts no responsibility for damaged or lost goods whilst being returned to us. Please note that Edincare does not collect goods for return.
The next Step
Once the goods have been received we aim to inspect the goods and contact you within 48 hours (please note that from time to time this may take longer but we endeavour to action your request as soon as possible).
Faulty product within Guarantee period
Once the goods have been inspected you will be contacted with our findings. The goods will be either repaired or replaced and returned to you carriage paid.
Faulty product outside Guarantee period
Once the goods have been inspected you will be contacted with our findings and given costs for repairing or replacing the goods. Only once we have received your concent to proceed will works be undertaken.
Once the goods have been inspected (ensuring that the goods are undamaged, have not been used, still in their original packaging and include all relevant manuals etc.) we aim to issue a credit within 30 days from receipt of goods. Please note that all unwanted goods must be returned within 7 days of receipt and are subject to a 30% handling charge plus carriage. No special orders and/or bespoke goods can be accepted for return.
For full ‘Terms and Conditions’ please click here. Should you have any questions please do not hesitate to contact our customer services department on 01442 211554.