Delivery & Ordering Information
Our IT systems and logistics processes have been streamlined over many years. Based on our experience of processing tens of thousands of orders, we aim to provide you with a smooth and fast delivery service.
We ship only to locations within the United Kingdom. All Sleep Studies are delivered free of charge. We cannot ship Sleep Studies outside of the United Kingdom.
Placing an order online is quick, secure and easy. Checking out involves telling us your address and entering your payment details, all over a secure connection and in easy-to-follow steps. Placing orders online is, in fact, more secure than doing so by fax or over the phone. For that reason alone, we prefer orders to be placed via the website. Online orders also get processed faster than those placed via other methods.
If at any stage of ordering you have any questions about the products or purchasing procedure, you can telephone or e-mail our customer services team for prompt assistance.
All orders go through three stages:
- Funds are authorised, and the transaction is checked for fraud before the order is forwarded to our warehouse
- The medical devices will be configured for the patient
- The order is dispatched by Royal Mail Special Delivery. This is a next working day (Monday – Friday) service
Depending on the order and the courier service used, detailed parcel tracking may be available in your online account.
Generally, Sleep Studies are nearly always dispatched within one working day. If you have a need for speed or specific delivery requirements, please call or e-mail, and we will be able to assist you personally.
Whilst we mostly only use “Next Day” type courier services, when our staff or our websites mention “Next Day”, please bear in mind that this means we will process it and book it in with the courier in time for collection today, if today is a working day. We would then reasonably expect them to come and pick everything up and deliver the next working day, but there are many things outside our control that may cause delays. The couriers we use are all well-known, but now and then, parcels will get delayed and, in some cases, lost. For these reasons, we can never absolutely guarantee a “Next Day” delivery even when the name of the courier or postal service implies this. If you need something 100% definitely by a certain date, the only way to be sure you will have the products by then is by arranging a pick-up yourself. Collections must be agreed in advance as we don’t have a walk-in shop.
If you do miss the delivery, you will receive a notification card in your letterbox, and you will need to call the couriers and arrange for redelivery. There is no charge for the second attempt, but they will not attempt delivery after the second attempt without additional payment. Failing that, the products will be returned to us. Please try to avoid this happening as you may have to pay a ‘returned product’ courier charge, and you will also have to pay for postage of the products back to you again. You can request that the goods be sent to a more convenient address, but this will also incur a redelivery charge because it will have to go back through the courier’s depot and be relabelled and resent. Note: PO Box numbers cannot be accepted for delivery addresses.
Postage and packing rates apply to all transactions unless otherwise stated. Saturdays, Sundays and Bank holidays are NOT counted as ‘standard ‘delivery days and will incur a surcharge if requested, as well as timed or early morning deliveries.
Where we must charge a delivery fee, we do our best to charge you a fair price rather than an inflated one. You will see your delivery charge before you pay for your order at the checkout. Standard delivery charges apply to UK mainland only. Non-UK mainland addresses and remote areas may incur a surcharge. Please contact our Customer Services Team for a quotation if you are unsure.
If there is an unforeseen or out-of-our-control delivery delay, we will attempt to notify you by e-mail or telephone. (Providing the details entered within the order are correct).
Please note: If goods arrive to you visibly damaged, you must refuse to accept the delivery and state this on the delivery note. If you are not sure, insist on inspecting the package thoroughly before signing your acceptance. If you sign for the goods (by default accepting them in good condition) and then report any transit damage after that time, no claims for compensation can be accepted. The courier may appear to be in a rush, but it is your right to know what you sign for.
All of our Sleep Study services include the rental of the recording equipment for us in your own home. For the avoidance of doubt, this equipment must be returned promptly and is not for you to keep. We kindly request that you do not order your study until such time that you will be able to conduct the study within seven days of receipt. Any equipment not returned within two weeks will be subject to additional charges of £100 per week for a Detailed Sleep Test. If you have a genuine reason for the late return, please notify us before the two-week point, as we will be happy to discuss and arrange an extension. If the equipment is not received back within six weeks of it being delivered to you, Intus will invoice you for the cost of the equipment; £1,950 plus VAT.
Accepted Payment Methods
We accept payment by Visa, MasterCard, Switch/Maestro and Debit cards issued in the European Union, and Bank Transfer. On qualifying orders, depending on the products ordered, the value and the location of the customer, we may also accept PayPal or Google Checkout payments.
Soon after you have placed your order online, you will receive an e-mail confirmation (provided the e-mail address you have given us is valid). If you wish to alter any information or correct a mistake, please contact us with your Order Number).
If you have a problem placing an order online or simply prefer ordering over the telephone and would rather talk to the Customer Service Team in person, please contact us directly.
Please note: Although we know our products inside out, we cannot offer you medical advice. Our staff are instructed only to offer you information on product features and benefits. They are not trained to suggest what may be best for your health. Please discuss any health queries you may have with your GP and/or sleep consultant.
Where applicable, all prices shown include VAT at the prevailing rate and are correct at the time of publishing.
Cancelling an Order
We ask you to carefully consider your options before placing your order. If, for any reason, you have to cancel or amend an order already placed, please inform us in writing (e-mail) as soon as possible. Please state your order or invoice number and, to help us improve our service, a reason for cancelling or changing your order. If the study has not yet been despatched, then the order can be refunded in full, but if it has been dispatched then charges will apply. Please see our refund policy for more information.
Orders made for any products or services displayed on this website, including prices, do not constitute an offer to enter into a contract or agreement. Your order is deemed to be an offer for the products or services selected, and Intus Healthcare Ltd. is not obliged to accept your order.
We reserve the right to refuse any order or any part of an order or to require further information to enable us to evaluate, validate and/or process an order. Any fraudulent or suspicious transactions will be reported to the relevant authorities.
We accept orders from any geographic region displayed as an option in our shopping cart. Orders placed with a billing address outside the UK may be subject to thorough, anti-fraud checks, and we may refuse the option to pay by card for any order we deem suspicious. If you are unsure about placing an order, please contact us.
All products are offered subject to availability. There may be occasional circumstances beyond our control that means we cannot fulfil an order in part or in full.
If, for some reason, we have to cancel an order or refund your card in part or in full, we can and will do this promptly and then contact you via e-mail or phone to inform you.
There may be a 5-10 day delay between a refund being made to your card and it actually showing up on your account, so please be patient as this process is controlled by the banks.
0844 504 9494 (from UK) or +44 844 504 9494 (non-UK))
17 Boundary Business Centre
Surrey GU21 5DH United Kingdom