Delivery and Returns
DELIVERIES
Weekly Routine Delivery
All customers will be allocated a weekly routine delivery day. Orders need to be received the working day prior to your routine delivery day, by 3:30pm.
If an item is out of stock, our Customer Services Team will contact you.
Urgent Delivery (outside your routine day)
For urgent orders required outside of your routine day, orders placed Monday to Friday before 2:00pm will be delivered the next working day, subject to stock availability. Please advise our Customer Services Team if an order is urgent, otherwise it will be delivered by default on your routine day. Very urgent orders may be delivered same-day, please call our Customer Services Team if you require this service.
Delivery Method
Most deliveries are made by our own fleet of drivers. Where this isn’t possible, we use trusted couriers to ensure your order arrives on time.
Delivery Address
Goods will be delivered to the address registered on your customer account.
If a delivery cannot be accepted, additional storage or redelivery costs may apply.
Missed Deliveries or Queries
If your order does not arrive on the expected date, please contact our Customer Services Team on 01772 425310, and we’ll be happy to help.
Delivery Area
Online orders are accepted for UK mainland only (England, Scotland, and Wales).
Delivery Charges
CareHomeLife Routine Delivery:
Orders over £75: Free
No minimum order, a small order charge of £7.50 may apply on orders under £75.
Urgent delivery by CareHomeLife van or courier:
Orders over £75: Free
No minimum order, a carriage charge of £12.50 may apply on orders under £75.
Same-Day courier: Available on request via courier (charges apply – call us for details).
Saturday Morning Delivery: Available on request via courier (charges apply – call us for details).
For credit and trade accounts, delivery prices are shown in your ‘My Account’ section once logged in.
Damaged Goods, Breakages & Product Issues
If your parcel arrives damaged, please contact our Customer Services Team within 24 hours of delivery so we can resolve the issue quickly.
If a product develops a fault, we may need to return it to the manufacturer for testing (this process may take 3–8 weeks). Where possible, we’ll provide a replacement while this is investigated.
If a product does not meet your expectations, please contact us and we’ll be glad to help.
RETURNS
Return Period
Goods can be returned within 14 days of delivery (often with your next scheduled delivery).
Some items (e.g. specially purchased goods) may not be returnable.
Condition of Returns
Returned items must be unused, in their original packaging, and include a returns note.
CareHomeLife reserves the right to refuse returns that don’t meet these requirements.
How to Return
Please contact us before sending items back.
A returns authorisation number is required for all returns.
Refunds & Replacements
Refunds are processed within 14 days once the returned goods have been inspected.
Depending on the situation, we may offer a refund, replacement, or repair. For products ordered in error, a handling charge of 20% will be deducted from your refund.
Delivery Issues: Damage, Loss or Shortages
Damaged in Transit: Must be reported to us (and the courier) within 3 days of delivery.
Shortages: Must also be reported within 3 days of delivery.
Non-Delivery: Must be reported within 3 days of receiving your invoice or delivery note (whichever comes first).
To help us process claims, please check goods against the delivery note on arrival and sign as “damaged” if there are any visible issues.