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01353 667722

Terms and Conditions

Below are the Terms and Conditions for using and purchasing from this website. These terms apply to products ordered via the Internet, by post or over the phone.


By accessing and using this website and/or placing an order it is deemed that you have accepted the Terms and Conditions set out below and you agree to be bound by them. If you do not accept them, you should not use the website or place an order.

If you have any questions relating to these Terms and Conditions, either before or after you place an order, please contact us on 01252 66 77 22 or email

1. Seller

1.1 The Seller is Independence Limited. Our Registered Office 95 Main Street, Witchford, Ely Cambridgeshire CB6 2HQ and our postal address for communication is 5E Lancaster Way, ELY CB6 3NW. Independence Ltd is registered in England and Wales at Companies House No. 3784086. VAT registration number 732 2566 45.

1.2 The following Terms of Use contain the complete terms and conditions that apply to an individual's or entity's use of Independence Ltd's site. As used in this Agreement, "We," "Us" or "Our" refers to Independence Ltd, and "You" or "Your" refers to the user. "Site" means any Independence Ltd site posted on the World Wide Web.

2. Order process

2.1 Our display of products on our website is an invitation and not an offer to sell those products to you.

2.2 Internet offers relate to internet transactions only and may not be available in our catalogues. Likewise, temporary special offers in our catalogues do not apply to internet prices unless expressly specified.

2.3 An offer is made when you place the order for your products. However, we will not have made a contract with you unless and until we accept your offer (see clause 2.6 below).

2.4 We take payment from your card when we process your order and have checked your card details. Products are subject to availability. If we are unable to supply the products, we will inform you of this as soon as possible. A full refund will be given if you have already paid for the products.

2.5 When you enter a correct e-mail address we will send you an order acknowledgement e-mail and order update e-mail(s). These are not order confirmation or order acceptance from us.

2.6 Unless we have notified you that we do not accept your order or you have cancelled it the point at which an order is accepted and the contract created between you and us (or the relevant retailer in relation to certain sales which are facilitated by us eg: Rollz Rollator) is when the products you have ordered are dispatched from our warehouse to be delivered to the address you have given us.

Order acceptance and contract creation does not take place until that stage, even though we may have debited your card (see 2.4 above) or we have sent acknowledging e-mails (see 2.5 above).

Very occasionally an error may occur resulting in the products described on our website not being the products actually available for sale. If this occurs your order will not be or have been accepted.

We may ask you whether you wish to purchase other products we may have available, or purchase any products which may have been dispatched to you in error. If so your order will be amended. Otherwise, we will treat any order as cancelled and any incorrect products dispatched will be collected or can be returned free of charge for full refund. Should this happen please contact us on 01353 66 77 22 or email to arrange the return.

2.7 The contract will be formed at the place of dispatch of the products.

2.8 All orders that you place on this website will be subject to acceptance in accordance with clause 2.6 (above) of these Terms and Conditions.

2.9 Details of your order can be found by logging in to your account, but the Terms and Conditions are only available here. Please print out these terms and conditions and the order acknowledgement for your own record.

3. Payment

3.1 Payment may be made by the methods indicated on our website. Gift Vouchers can only be used to pay for orders delivered to a UK address and cannot be accepted as payment for international deliveries. When paying by Gift Vouchers, if the balance on your Gift Vouchers is more than the amount of your order, we will deduct the total from your Gift Vouchers, and leave any remaining balance on the Gift Vouchers. Gift Vouchers are valid for 2 years from the date of issue. Gift Vouchers which have passed their expiry date cannot be accepted as payment.

3.2 You will be charged the current price for buying products from our website at the date you place your order. All prices are displayed on our website. Some products qualify for VAT relief and these are shown with two prices, one with VAT included and one without. All other products show prices including VAT. You will be given the opportunity during the checkout process to claim VAT relief for yourself or the person on whose behalf you are buying, if eligible. By checking the box to complete our on-line VAT Relief declaration you are declaring that you qualify for VAT Relief under Group 12 of Schedule 8 of the VAT Act of 1994. For more information about claiming VAT relief please see our VAT page.

We reserve the right to amend prices if there is a change in the rate of VAT.

For delivery to the EU, this price includes VAT (or VAT equivalent) at the current rate. Although this price is the same for deliveries outside the EU, where VAT (or VAT equivalent) may not be applicable, customers are not entitled to any discount or refund to account for the differences in tax treatment and will pay the same price for the item as a customer placing an order for delivery to the EU. Other components of the total price at the checkout, including delivery charge, may vary for each customer.

3.3 A delivery charge will be applied at checkout, please view our delivery charges. 3.4 We do our best to make sure that prices are correctly shown but very occasionally an error may occur. If this should happen, we will correct the price and ask you to confirm whether you still wish to purchase the products at the correct price. If we are unable to contact you, we will treat the order as cancelled. We will not accept an order if there is a pricing error.

4. Delivery

For our Terms & Conditions on our Delivery Options, please see our Delivery & Returns page. Please note that our definition of Working Day is all days, from Mon-Friday, excluding weekends (Saturdays and Sundays) and bank holidays.

4.1 Orders are processed within 24 hours and every effort is made to dispatch within 48 hours (working days only). Most orders are sent via Royal Mail on a 48 hour service. For orders over 2.5kg deliveries are made by reputable courier service.

4.2 If you are out when the courier company attempts to deliver the courier company will advise you of your options for re-delivery. If you experience any difficulties with delivery please contact us on 01252 66 77 22 or email

5. Cancellation

If, for any reason, you wish to do so you have the right to cancel any order you have placed (other than in respect of products made to your specification. You may cancel an order at any point from placing the order up to fourteen (14) calendar days, from the day after delivery of the product(s) to you. This is in line with the Consumer Contracts Regulations 2013. We are unable to cancel any Next Day delivery once they have passed through our payment system.

To cancel please either refuse delivery or return via one of our return options. See Delivery & Returns page for more details.

The following procedures will apply:

5.1 You can either e-mail or telephone our Online Customer Services Team on 01353 667722. If you have contacted us to cancel before delivery of your products, though your order will have been cancelled, normally delivery cannot be interrupted (except possibly if cancellation takes place within 30 minutes of order). Please refuse any delivery of cancelled products or return them to us.

Most products can be returned in person, or by post to FREEPOST RSSH-ZGYZ-GHHT, Returns Department, Independence Ltd, 5E Lancaster Way Business Park, ELY CB6 3NW. Alternatively our Customer Services department can arrange for them to be collected and in the meantime you must take reasonable care of them.

5.2 For instructions on how to return an order, please visit our Delivery & Returns page . You will not be charged for collection or Royal Mail returns in accordance with our returns process.

6. Returns

6.1 In addition to your cancellation rights as described in point 5 (above) we have a 'Goodwill' policy and a No Quibble Guarantee.  Returns are free from the UK. For full details please refer to our Delivery & Returns page.

6.2 We regret that, for reasons of hygiene, certain products cannot be returned, including, but not limited to, opened packets of incontinence pads, Raised toilet seats, Male and Female urinal bottles, Bottom wipers or opened jars of creams. Hygiene products

7. Clearance section

7.1 The reductions shown are reductions from the original price charged on the website. Occasionally these prices may have applied more than six months ago.

8. WEEE (Waste Electrical and Electronic Equipment)

8.1 Since 1st July 2007, all retailers of electrical products have to comply with the Waste Electrical and Electronic Equipment (WEEE) legislation. This is a scheme to prevent all such waste being disposed of in general landfill sites and to promote recycling of components and materials. The legislation aims to minimise the impact of electrical and electronic equipment on the environment by creating products with recycling in mind and encouraging reuse, recycling, and recovery of WEEE.

8.2 The definition of a WEEE product is one whose primary function is dependent on electrical currents to carry out the main function, e.g., a kettle. 

8.3 We operate a take-back service when you purchase from our catalogue or our website. When you purchase a new

electrical item from Independence Ltd you can exchange an old similar item (e.g. a kettle for a kettle).

8.4 In order to do this, you must send the old item(s) with an accompanying order for the new item(s), or proof of purchase if you have already placed the order (eg: email for online orders, reference number for telephone orders. Items for recycling should be sent to 5E Lancaster Way, ELY CB6 3NW There is no charge for the recycling, but you pay the cost of delivering the item(s) to us.

8.5 Alternatively, you may take the item(s) to your local authority Civic Amenity Site if this is more convenient. To find your local recycling centre visit

9. General

9.1 Certain products such as creams or knives are unsuitable for children or may not be sold to anyone under the age of 18. This is indicated on the product page. By placing your order for any of these products, you confirm that you have reached the required age. 

9.2 Certain products such as magnetic bracelets should not be used if you have a heart pacemaker. This is indicated on the product page. By placing your order for any of these products, you confirm that the product is not being purchased for/will not be used by a person with a heart pacemaker.

9.3 All measurements are approximate.

9.4The reproduction of colours is as accurate as the photographic and production process will reasonably allow.

9.5 All risk in the products we supply to you, in particular the risk of any loss or damage, shall pass to you on delivery of the products to the address you specify in your order. Ownership of the products shall not pass to you until we have rreceived payment in full in respect of such products.

9.6 The medical information available on this website is for guidance purposes only and is not a substitute for advice from doctors, occupational therapists, chiropodists, podiatrists or other Health Professionals. If you have any doubts or queries about your medical condition or the suitability of any product we sell, you should consult your Health Professional.

9.7 These terms, constitute the entire terms on which we will provide products to you and cancel and supersedes all prior arrangements and representations, whether verbal or written.

9.8 We may amend these terms from time to time at our discretion without notice to you. Any amends will be posted on this website and will supersede any terms and conditions previously published by us.

9.9 No delay or failure by ourselves in exercising or enforcing any of our rights or remedies under these terms shall operate as a waiver of those rights.

9.10 If any one or more of the provisions of these terms should be held by any court to be unenforceable, such provision shall be validly restated to as nearly as possible approximate the intent of the clause and, if such clause cannot be restated for any reason, shall be severable from these terms and deleted.

9.11 You may not assign or sub-contract any of your rights or obligations under these terms to any person without our prior written consent. No third party shall be entitled to enforce any of these terms whether by virtue of the Contracts (Rights of Third Parties) Act 1999 or otherwise.

9.12 All matters concerning and incidental to any offer or agreement for the purchase and sale of products from our website shall be in English and construed and governed according to English law and the English courts shall have exclusive jurisdiction in all such matters.


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