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Terms, Conditions and Policies

Making a Purchase

Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on ‘Checkout’ and you will be asked for a few details that we need to be able to complete the order. We accept Visa, MasterCard, JCB, Visa Electron and Maestro. If you are shopping from outside of the UK, place your order and your credit card company will convert the transaction to your own currency.

Upon receipt of your order, we will send you confirmation, this will indicate acceptance of your order. We will confirm a contract between us when we send you an invoice.  We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.

Shipping and Handling

We charge £5.00 for orders within the UK

For orders outside of the UK but within the EU, a rate of £12.55 will be charged.

For the rest of the world a rate of £18.70 will be charged.

For any queries on postage please telephone customer services on 0800 220 300 or e-mail hello@respond.co.uk

Delivery Schedule

We aim to deliver your order within 21 days maximum, although most orders are delivered before this. The length of time depends on the nature of your ordered goods. Please be aware that much of our swimwear range is hand made here in England and so is not an ‘off the shelf’ item.

Overseas buyers may have a longer delivery time than standard.  Please contact our Customer Service Team if your order is urgent.

Tax Charges

For UK orders, all of our continence swimwear and continence underwear is VAT free.

The price you pay will be inclusive of VAT, where applicable.

Credit Card Security

When the order is placed on our website, World Pay will manage the credit card payment. We do not hold any credit card details.

Guarantee

We guarantee your satisfaction. All of our products come with a 14 day no quibble guarantee. We will refund the cost of the item(s), but return postage must be paid by you.

Please note, if you ask for a specific requirement/ measurement this item will be classed as a made-to-measure item and will therefore be non-refundable.

Contacting Us

Respond Healthcare Limited,
Greypoint,
Cardiff Business Park,
Cardiff,
CF14 5WF

Phone: 0800 220 300
Northern Ireland: 0800 028 6848
Email: hello@respond.co.uk

VAT Number GB 174 9189 64
Incorporated Northern Ireland Number NI629409

Directors

T.G. Eakin
P.A. Eakin
J.D. Eakin
P. MacQuillan

Privacy Policy

Respond Healthcare Limited do not disclose buyers’ information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party.

Cookies are used on this shopping site to keep track of the contents of your shopping cart and to store delivery addresses. If you turn off cookies, you may be unable to place orders or benefit from the other features that use cookies. Data collected by this site is used to:

  1. Take and fulfil customer orders
  2. Administer and enhance the site and service
  3. Only disclose information to third parties for goods delivery purposes

Returns Policy

For peace of mind we operate a full exchange or refund policy. If you are not completely satisfied with your purchase, simply return it in the original package (unworn and undamaged) within 14 days. Please e-mail hello@respond.co.uk quoting your order reference and advising us of your return. When returning the item, please also include your original delivery note which will have your order reference on it. Please also indicate the reason for return, and whether you would like an exchange or a refund.

Important conditions for return policy

Please note we cannot cover the cost of return postage. When sending goods back to us, please ensure that you ask for a free certificate of posting from your Post Office. If the goods are lost in transit we cannot be held responsible. Your statutory rights are not affected.

NB – When trying on underwear or swimwear, please ensure that your own brief / pant is worn underneath. The item must be returned in its original packaging and condition as sent, and not washed, tumble dried or marked.

We will be unable to accept the return of any item where there is evidence that these instructions have not been followed.

Trademarks and Usage

Velcro® is a registered trademark of Velcro BVBA. Used with permission.

Sample Orders

The ordering of complimentary samples via our website is available for delivery within the UK only. We are currently unable to send samples outside of the UK.

How to Complain to the BHTA?

Unfortunately sometimes things to do go wrong. If you feel for any reason that you need to speak with someone at the BHTA, you can follow the instructions on this page which will help you further. Click here for more details.

Data Protection Act 1998

When signing up to our newsletter the information supplied will be retained by Eakin Healthcare Group on a database. The data will not be disclosed to any external sources.

Group Compliance Statement

Modern Slavery Act 2015