Returns Policy & Procedure

In the event that any goods need to be returned to Care & Independence, below is information detailing our Returns Policy & Procedure.

Unwanted Items

Sometimes you may need to return your order as you feel it is unsuitable, the wrong size or you have just changed your mind.  We are happy to offer a refund if the product is returned to us, unused and in its original condition with its tags attached within 90 days.

  • Modified and/or bespoke products are excluded, as they are made to order to individual specifications.

Faulty Items

In the unlikely event that your standard or modified product becomes faulty, please contact us as soon as possible to discuss. We may require photographs of the fault or for the product to be returned for investigation.

  • Products will only be fixed free of charge if the fault is caused due to a manufacturing error


Over the course of your products life, it may be necessary to have it repaired or amended. We are happy to accept the return of standard and modified products for this. (Charges will apply)

  • Once a product has been received for repair, Care & Independence will perform a LOLER examination.  A report of findings and a quote will be sent to you.
  • If the product is not economically repairable, we may quote for a new replacement product.
  • Upon receipt of payment or a Purchase order for the quote, Care & Independence will proceed with any repairs and/or alterations as required.

Returning A Product

  • Before returning any used product, it must first be fully decontaminated and freshly laundered.  This is to ensure the safety of all persons handling the return.  Failure to do so may result in additional charges.
  • Each product return should be accompanied by a completed Returns Form.  This must be included inside the parcel. You can request one by calling us on 033 012 80808 or by email to
  • Sling Returns should be sent c/o Returns Department, Care and Independence, Unit 3, Telford Business Centre, Telford Road, Bicester, Oxon, OX26 4LD
  • For bathing equipment, please contact our Sales administration team at or 033 012 80808, before returning.
  • If returning equipment provided by a third party, the product must return via the route from which it was initially purchased; this is to maintain traceability for both Care & Independence and the third party’s systems.
  • Unfortunately, we are unable to process exchanges. We will refund the product once returned and process a new quote for the correct size/model. 
  • Refunds or credits where applicable, will be processed within 7 working days of receipt of the return.

Return Form

A copy of our Return Form is available as a download from the Resources page.