Returns

Returns

Active Design Ltd offers a 30-day money-back guarantee on most of our products. (Certain items and circumstances are excluded – see below.)

How to Make a Return:

  • If you need to return an item, please contact us at sales@activedesign.co.uk and include the reference number from your delivery paperwork.
  • You will be provided with a returns reference specific to your order.
  • Please do not return goods to Active Design Ltd before contacting us and arranging the return details.
  • Any return sent without a returns reference number or without prior arrangement will be difficult to process and may result in us missing your return, delaying your refund. Working with us ensures a more efficient process.
  • The returns address is: Active Design Ltd, Unit 1, Holford Way, Birmingham, B6 7AX.

Returning Items:

  • Any returning items must be securely sealed in their original packaging wherever possible.

Specific Returns Circumstances:

  • Damaged or Faulty Goods:
  • If you receive goods that have been damaged in transit or are faulty, we'll accept them back and send a replacement or refund you in full.
  • In these circumstances, you must contact us immediately at the email address above, and we will make the necessary arrangements.
  • Goods Unsuitable:
  • We also accept the return of goods even if they are delivered without fault or damage, but you may have changed your mind or assessed them as unsuitable for your needs.
  • Under these circumstances, the price of the items concerned is refunded, but there may be charges to cover handling, re-stocking, and carriage costs.
  • Please return the item to us in its original packaging, including your original order details, so we can organize your refund upon its return.

Refunds

  • Upon receipt of the goods, we will process your refund or issue an exchange credit as soon as possible.

Refund Exceptions

  • Unfortunately, we cannot offer a refund under the following circumstances:
  • When the product(s) has been made or customized specifically for you.
  • When the product(s) cannot be resold for hygiene reasons (e.g., items with a textile cover).

None of the above affects your statutory rights.

Active Design Ltd complies with The Consumer Rights Act 2015.

Delivery

Delivery

  • Stock Items: Items held in stock at Active Design will usually be dispatched within ten working days. Occasional delays caused by items going out of stock are possible, but we work hard to keep these instances to a minimum.
  • Customised or Prescription-Built Options: These will take longer to prepare. We will contact you regarding delivery prior to dispatch.
  • Order Status: If you do not hear from us within five working days of placing your order, please feel free to get in touch.

Most orders are dispatched by a courier network and will require someone to be available to accept the delivery.

Enquiries about Delivery of Specific Orders:

If you have a specific enquiry about your order, please email sales@activedesign.co.uk quoting your order reference, and we'll be happy to help.

Northern Ireland, Highlands, and Islands:

  • Please note that there will be a higher delivery cost to some remote parts of the UK. If you need delivery to one of these areas, please check with us by emailing sales@activedesign.co.uk.

Purchase Orders

We accept purchase orders from the NHS, schools, charities, councils, and other publicly funded bodies.

Please send them to sales@activedesign.co.uk

Include as much detail on the paperwork as possible, including a Prescription form if appropriate. The Purchase Order must include: an order number, billing and delivery addresses, and any contact details relevant to the order.

Payment Options

  • The online shop accepts payments via PayPal.
  • If you wish to pay via BACs, please contact us at sales@activedesign.co.uk or call us on 0121 326 7506 to arrange.
  • Unfortunately, we are currently unable to accept card payments over the phone.

VAT Relief Guidelines

  • Most products are available without VAT for those individuals entitled to exemption. These items are clearly marked as such on the product pages.
  • If you are in any doubt about your status, please check with your local Customs and Excise VAT office to confirm your eligibility. For more information, visit HMRC VAT Relief on Certain Goods.