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Terms & Conditions

Wenman Healthcare Limited Terms & Conditions of Sale

Contents

  1. Standard terms & conditions (showroom sales)
  2. Distance or off-premises sales cancellations and refunds policy
  3. Made-to-measure or bespoke products cancellations and refunds policy
  4. Complaints resolution policy

Standard Terms & Conditions of Sale

These terms and conditions apply to goods purchased from our showroom (separate terms and conditions apply to sales made in your own home, or by telephone, email, internet or mail order), as laid out in the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

  1. Definitions
    1. “We” means Wenman Healthcare Ltd; “You” means the customer.
  2. Description, delivery and total price of goods
    1. We will provide an invoice when you make a purchase detailing the goods purchased and the total price including delivery charges where applicable.
    2. If the goods are not available to take away with you we will aim to deliver them within 30 days of the invoice date, unless we notify you otherwise. Any delivery dates quoted are approximate only.
    3. You agree to make the necessary arrangements to take delivery of goods where applicable, and goods will be at your risk as from delivery.
    4. Prices given in price lists are subject to revision without notice and do not constitute an offer for sale at the prices shown.
    5. Prices given in quotations are valid for 30 days. If you do not accept the quotation within this period, prices may then be subject to revision.
  3. Payment and ownership
    1. Payment shall be due at the time that the goods are purchased or ordered, unless otherwise agreed.
    2. Interest may be charged on overdue amounts at the current Bank of England base rate plus 5%.
    3. Ownership of the goods will not pass to you until the price of the goods is paid in full.
  4. Your right to cancel if you change your mind
    1. You don’t have an automatic right to return goods purchased in our showroom if you simply change your mind.
  5. Your right to cancel if the goods are faulty
    1. According to the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
    2. Goods that do not fulfil the above criteria are deemed “faulty” and your rights are as follows:
    3. If the goods prove to be faulty up to 30 days from the date when you took ownership, you are entitled to a full refund.
    4. If the goods prove to be faulty between 30 days and 6 months from the date when you took ownership, we will first attempt to repair or replace the goods. If this is not possible, you will then be entitled to a full refund.
    5. If the goods prove to be faulty later than 6 months from the date when you took ownership, we will first attempt to repair or replace the goods. If this is not possible, you may then be entitled to a partial refund. In this situation, the burden of proof as to whether the goods are faulty or not lies with you.
    6. The date when you took ownership of the goods is the later of the date on your invoice, or the date on which we delivered the goods if they were not available to take away from our showroom.
  6. Warranty
    1. If a defect in the goods becomes apparent within a period of up to 12 months from the date of purchase (depending on the manufacturer’s warranty), we will carry out any necessary repair or replacement of parts free of charge on the condition that you comply with the following conditions:
    2. You will notify us immediately of any defect arising during the warranty period, and will not carry out any alterations or unauthorised repairs before we can inspect the goods.
    3. Items of a consumable nature will not usually be covered by the warranty unless such items have suffered indue wear as a direct result of a manufacturing defect. Batteries will be covered only if charged and maintained fully in accordance with the manufacturer’s recommendations.
    4. We will accept no responsibility where the goods have not been maintained in accordance with the manufacturer’s recommendations, where the goods or parts have been damaged by neglect, accident or improper use, altered from the manufacturer’s specifications, repairs having been attempted prior to inspection by us, or fair wear and tear.
    5. Any part repaired or replaced in the period of warranty is warranted for the remaining period of warranty applying to the original goods.
  7. Complaints & Liability
    1. We operate a complaints policy which is intended to be responsive and friendly, and to comply with the requirements of the BHTA Code of Conduct, details of which are available on request.
    2. We shall not be under any liability to you in respect of any failure to perform or delay in performing any of our contractual obligations to you attributable to any cause of whatsoever nature beyond our reasonable control. No such failure or delay shall be deemed for any purpose of these conditions to constitute a breach of contract.
    3. Our liability in the case of death or personal injury is limited to £5,000,000 per occurrence or number or occurrences arising from one source or incident, as agreed with our insurers.

Distance or Off-Premises Sales: Cancellation and Refunds Policy

These terms and conditions apply to sales made in your own home, or by telephone, email, internet or mail order (separate terms and conditions apply to goods purchased from our showroom), as laid out in the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

  1. Cooling-off Period
    1. You have an automatic right to cancel your purchase at any time from the date of placing the order up until 14 days from the date you receive the goods. You may notify us of cancellation by telephone, email or in writing. A cancellation form is available upon request.
    2. You then have a further 14 days to return the goods.
    3. We will provide a refund within 14 days of receiving the goods back from you.
    4. If the value of the goods has been reduced as a result of being handled more than necessary, we may make an appropriate deduction from the refund.
  2. Your right to cancel if the goods are faulty
    1. Full details of your rights where goods are faulty may be found in our standard terms and conditions of sale, which are available on request or via our website.
  3. Other terms and conditions
    1. For details of the following please see our standard terms and conditions of sale:
      1. Description, delivery and total price of goods (Section 2)
      2. Payment and ownership (Section 3)
      3. Warranty (Section 6)
      4. Complaints & Liability (Section 7)

Made-to-Measure or Bespoke Products: Cancellation and Refunds Policy

You have ordered goods from Wenman Healthcare Ltd which are made-to-measure or otherwise personalised.

The following terms and conditions apply to made-to-measure or personalised goods.

These are the same whether the order was placed in our showroom, outside our showroom (for example in your own home), or by telephone, internet, email or mail order.

  1. Cooling-off Period
    1. We do not offer a cooling-off period on made to measure and personalised goods once you have accepted our quotation or signed our completed assessment form.
    2. Please be very sure that you are ready to proceed with your order before signing or accepting.
  2. Returns and Refunds of Faulty Goods
    1. After you have accepted a quote or signed an assessment for, we do not offer a return and refund policy on made-to-measure or personalised goods, except where the goods are faulty as defined in the Consumer Rights Act 2015.
    2. Full details of your rights where goods are faulty may be found in our standard terms and conditions of sale, which are available on request or via our website.
  3. Other terms and conditions
    1. For details of the following please see our standard terms and conditions of sale:
      1. Description, delivery and total price of goods (Section 2)
      2. Payment and ownership (Section 3)
      3. Warranty (Section 6)
      4. Complaints & Liability (Section 7)

Complaints Resolution Policy

In the event that you are dissatisfied with any product or service we have supplied, our complaints resolution policy is as follows:

  1. Complaints should be addressed to:
    1. By telephone: 01926 624432
    2. By email: enquiries@wenmanhealthcare.co.uk
    3. By post: Debden Farm, Barford, Warwick, CV35 8DA
  2. We will acknowledge your complaint within 2 working days if received by telephone, and within 5 working days if received by email or post.
    1. We will aim to resolve your complaint within 10 working days if possible, and within 1 calendar month at the latest.
  3. If you are not satisfied with the outcome of your complaint, you can escalate it to the Managing Director, Ian Wenman
    1. By telephone: 01926 624432
    2. By email: ian@wenmanhealthcare.co.uk
    3. By post: Debden Farm, Barford, Warwick, CV35 8DA.
  4. Wenman Healthcare Limited is a member of the British Health Trades Association (BHTA). If you are still not satisfied with the outcome of your complaint you have the right to escalate it to the BHTA
    1. By telephone: 0207 7022141
    2. By email: complaints@bhta.com.