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:

1. Funds are authorised, and the transaction is checked for fraud before the order is forwarded to our warehouse
2. The medical devices will be configured for the patient
3. 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.

Missed Deliveries

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.

Delivery Terms

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.

Product Availability

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.