Terms & Conditions

Terms & Conditions

Last Updated: 1/4/2024

Placing an order is an agreement of the below terms.

1. All orders placed on the website are provisional and are subject to confirmation. All orders placed on the website may be subject to review for financial security reasons. Hartford Health Supplies reserves the right to cancel an order if it associates a higher risk for ourselves, or for any other reason. Hartford Health Supplies reserves the right to do this without providing evidence of this and reserves full right to initiate cancellations and process a refund within a reasonable time. Refunds are processed through our card processors; Stripe, PayPal and the Paypal Checkout according to their standard processing times. According to Stripe : “ We submit refund requests to your customer’s bank or card issuer. Your customer sees the refund as a credit approximately 5-10 business days later, depending upon the bank.“ According to Paypal: “Refunds to credit/debit cards usually takes 2-5 business days, however it can take up to 30 days depending on the card company involved.”
2. Hartford Health Supplies use Stripe Card Processing elements on the checkout area of our website. This offers the customer secure payment ‘Hosted Fields’ which while displayed on our website are directly hosted by Paypal. This system is compliant with regulatory security requirements and offers the customer high security. In addition this does offer the customer the ability to save their card details on the website. Customers should be aware that their saved card details are stored remotely on Stripe systems using industry standard security methods and a token is stored on our website in order to activate a purchase with the card processor. Hartford Health Supplies does not store the card details.
3. All orders sent from Hartford Health Supplies are sent via the postage services we offer on our website. These include Royal Mail and United Parcel Service (UPS). All postage times referred to are aims as passed on by the courier and do not represent guarantees. Delays by the shipping providers may happen due to circumstances beyond our control. Hartford Health Supplies cannot be held responsible for consequential losses associated with a delay in a customer’s order arriving.
4. If your order has been delivered to a pickup point due to a)inaccessible delivery or b) a person at the address not being available to provide a signature; you are responsible for collecting it in the time stated by the courier that the parcel remains at the pickup point. Whilst our system will dispatch e-mails to advise of collection and the courier will usually provided a notification card through the door you the buyer are always responsible for checking the status of your delivery with us and whether your parcel is located at a pick up point. Items that are not picked up in the courier provided time will be returned to us. If your item is a non-returnable item such as Aesthetic Products or Covid-19 Devices, no refund can be given. If you have not picked up such an item and it has been returned to us you will have to pay for us to send the item again by our listed postage methods, and you will have to pay any additional charge levied by the courier for having returned the uncollected parcel. A request for re-delivery must be done within 28 days of the item having arrived back with us. If you do not notify us of your desire to have the parcel re-delivered the sale will be forfeited and no refund will be given.

Refund and Returns Policy

Business to Business Purchases are non-returnable unless faulty or not as described. Your statutory rights are not affected.

For purchases not by a business; If you wish to return an item, please first check the product page that it is eligible for return. Several types of goods are exempt from being returned unless faulty, including medical devices which includes Aesthetics related Product. More information is available on the individual product pages.

If your device is in a returnable category please notify us of your intention to return the item within 14 days of the order being received. You have 14 days after this point for the item to arrive back to us. The customer is responsible for return shipping unless the order is faulty. Please ensure you return with a suitably insured delivery service, as you are responsible for it until it is returned to us.

For purchases not by a business; To be eligible for a return, your item must be unused. It must also be in the original packaging.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 3 working days by us. The additional processing time of the bank and card company can vary and so the credit may not be available immediately.

Unless faulty, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Contact us at the e-mail at the top of the website for questions related to refunds and returns.

Dispatch & delivery times

Our dispatch times are displayed on the basket page when you add an amount of product into the basket. Orders have cut off times for same day dispatch; orders dispatched with Royal Mail have a cut off time of 2PM Mon-Fri. We often can dispatch later than these times, if you need your item urgently please call us and we will try to assist as best as we can.

Note at this time we deliver only within the UK. We do deliver to the Isle of Man. We do not deliver to the Channel Islands at this time.

Isle of Man:

Delivery times to Isle of Man using our Royal Mail Tracked 24 service typically take 2 working days from dispatch to arrive. If you need your items urgently.

Northern Ireland:

Delivery to Northern Ireland has an aim of Next Working Day using Royal Mail Tracked 24, subject to standard dispatch cut-off times Mon-Fri . You can pay extra for Special Delivery which offers higher service reliability.

Scottish Highlands:

Delivery times to the Scottish Highlands can vary depending on the location.