Delivery is free of charge on orders over £50 excluding VAT to mainland UK (Certain hard to reach areas may incur a courier surcharge). Certain special order items which may require direct delivery from the manufacturer may also incur additional courier surcharges.
Additional surcharges may apply if delivery is to offshore islands, including Northern Ireland, and to various Scottish postcodes north of Glasgow / Edinburgh. Hillside Medical will seek confirmation from the customer that any adjustment to the quoted cost of carriage is acceptable, prior to despatching the order.
Delivery costs for orders below £50 excluding VAT will be shipped at a cost of £3.75.
On delivery you must inspect the goods carefully for damage as Hillside Medical Supplies are unable to accept responsibility for damage in transit, shortage of delivery or loss of products unless the customer advises us via telephone within 72 hours of the date of delivery.
Orders are dispatched via Royal Mail or UPS courier services. We anticipate that all deliveries will arrive as specified, however Hillside Medical Supplies cannot accept any liability for any delayed or lost deliveries.
Please note: Should you require delivery to an address other than the billing address, please ensure that the correct information is provided when ordering. If you provide the incorrect address details, your order may be delayed. We reserve the right to only deliver to the billing address.
Unsuccessful deliveries – UPS couriers will attempt delivery a maximum of 3 times, after this the goods will be returned to Hillside Medical Supplies. We will make efforts to contact the customer directly and arrange delivery again but additional carriage will be payable at the standard rates. We will retain undelivered items for a maximum of 21 days. If contact with the customer has been unsuccessful after this period we reserve the right to dispose of the goods.
Royal Mail parcel and packet post delivery deliveries which are unsuccessful will be dealt with in accordance with current Royal Mail procedures.
Cut-Off Order Times
All orders placed before 13.00pm Monday to Friday will be processed the same day and sent by either Royal Mail or UPS couriers. For orders placed via the website, details will automatically be sent upon despatch to the email address supplied during account registration or at the time of placing the order.
For delivery to non-UK destinations, Under these circumstances, we will attempt to contact the customer to seek additional payment prior to dispatching the consignment. Import and customs taxes are payable by the customer not Hillside Medical.
Please note that restrictions on the sale of some products outside the UK may apply; if in doubt please contact our customer services team on +44 (0)1636 707079.
A product purchased from Hillside Medical Supplies may be returned for the following reasons:
If the product arrives faulty or damaged.
If the product is incorrect due to a packing error or misinformation (this must be reported within 72 hours of receiving the product/s)
The customer finds the product unsuitable or is dissatisfied with the product. However, items returned for the reasons outlined above should be done so within 30 days of receipt, and should also meet the following criteria:
Goods must be returned in the original packaging and in resaleable condition.
Please note that any sterile products or diagnostic reagents can not be returned unless faulty due to the nature of these products.
Any free promotional gifts or other additional bundled items delivered with the products must also be returned.
You must obtain a Returns Goods Authorisation Number and label the parcel/s with it to allow the return to be dealt with as efficiently as possible.
For larger items we may arrange for our own engineers to collect the items from you directly.
Failure to meet the above criteria may result in the return being rejected.
Some products are made to order and are shipped directly from our manufacturer. If you wish to return these items without a fault a
restocking fee may be applied. Please contact our customer support team for more information.
If you would like to return an item please contact the Hillside Medical customer support team on 01636 707079 to obtain a returns authorisation number. Once you have a returns number you will need to clearly display it on the outside of the parcel and on the inside also provide details of the reasons for your return. Your parcel will then need to be returned to the following address:
Hillside Medical Supplies Ltd
Unit 5 & 6 Sanigar Court
Please note you must organise the return of the items at your expense unless the item is faulty or incorrect due to an error by Hillside Medical Supplies – in this instance your item will either be collected or postage will be refunded. This is at the discretion of Hillside Medical Supplies and cannot be requested.
We regret we cannot accept returns of various types of non-faulty products if they are:
Specially manufactured products made to order.
Any items of a sanitary nature ( for example, Sterile instruments, dressings, needles, syringes, incontinence products and nebulisers etc)
For some items purchased we may ask the manufacturer to contact you directly to establish the nature of the fault and then depending on the fault we will either organise a repair or replacement or in some instances ask you to liaise with the manufacturer directly.
In some circumstances when products are past their warranty or repairs are outside the warranty terms a charge may occur.
When an item becomes faulty more than 30 days after purchase please call Hillside Medical Supplies for advice.
Cancelling an Order
Cancellation of orders prior to fulfilment must be received in writing from the buyer. Telephone messages cannot be accepted for order cancellation – all cancellations must be confirmed by the buyer in writing.
Hillside Medical Supplies is not under any obligation to fulfil cancellation to any order or part order. In some cases a restocking fee may be charged for made-to-order items; this is at the absolute discretion of Hillside Medical Supplies.
Once any order has been despatched to the buyer the Returns Policy should be observed.
All prices on our website and in our catalogue are displayed on an “invitation to treat” basis- if a product is ordered (and the price is incorrect) we are not obliged to sell the product at the incorrect price. The order will be cancelled, and a refund will be processed.
Any goods authorised for return for cancelled orders may be subject to a restocking fee; please contact our customer support team for more advice. Hillside Customer Support Team 01636 707079.
*All prices on our website and in our catalogue are displayed on an “invitation to treat” basis- if a product is ordered (and the price is incorrect) we are not obliged to sell the product at the incorrect price. The order will be cancelled, and a refund will be processed.