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 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 7 days of receipt. Any equipment not returned within 2 weeks will be subject to additional charges of £100 per week for a Detailed Sleep Test. If you have a genuine reason for late return, please notify us prior to the two week point as we will be happy to discuss and arrange an extension. If the equipment is not received back within 6 weeks of it being delivered to you, Intus will invoice you for the cost of the equipment; £1,950 plus VAT.
These charges are not to raise additional revenue, but to ensure prompt return. Like you, there are thousands of people looking for answers about their poor sleep quality, and late returns delays the next person getting their study. The equipment being loaned to you are medical-grade devices and are therefore expensive, so please treat them with care and return them in the condition that they were received.
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.
Please make Cheques and Postal Orders payable to Intus Healthcare Ltd. covering the full product cost, including the correct postage and packaging amount added to the product total. You have to place the order online before sending the payment in. The invoice total and all other relevant information will be clearly presented during check-out. We wait for the payment to clear before despatching the goods so please consider paying online if you want to receive your order promptly.
Bank Transfer details including account number etc. will be provided to you during the checkout as well as by e-mail when you select this as your preferred payment option.
As a UK based company we transact in British Pound Sterling (GBP) only. Where prices are shown in a currency other than GBP, for example in Euros, these prices are for illustration purposes only. They are regularly updated to follow recent financial markets’ currency exchange rate fluctuations but they may not be 100% accurate. The GBP amount to pay will be shown before you pay. Note that your bank or card processor may use a conversion rate different from the sources we use so at times you may find you pay slightly less, or a bit more than the non-GBP amount shown.
When you place an order online, your Credit or Debit Card goes through an authorisation process, which guarantees that adequate funds are available in your account at that time. This authorisation is valid for approximately two working days to allow us time to fulfil your order in case we happen to be out of stock. After this time has passed, the funds will be transferred to us automatically. 95% of our orders are despatched before this occurs. There will inevitably be a small number of orders where the payment is transferred to us before we are able to despatch an order. We are happy to refund any payments in this situation if requested and process again when the order is ready to despatch.
Credit Card Authorisation Failures
The most common explanation for this error, is that you accidentally typed the billing address or card details incorrectly. If this happens, an error message will appear in red and you will be given the options to try again with the same or a different card.
If authorisation fails again and you are positive the details are correct, first check your VALID TO & EXPIRY dates shown on the front of your card and your ISSUE NUMBER (if applic.). You could also call your card provider to ask why it was not authorised. The security code on the back may be faded but has to be entered corrected. VISA and MasterCard transactions may be subject to additional security measures involving the password you set. Contact your bank on the number displayed on the card for assistance.
Our order processing department will receive your “failed order” anyway and may then contact you to arrange an alternative payment method, if you still wish to proceed.
Otherwise contact us and we will try to progress the order for you.
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 to only offer you information on product features and benefits. They are not trained to make suggestions on what may be best for your health. Please discuss any health queries you may have with your GP and/or sleep consultant.
Orders by fax must be clearly legible and include your name, billing address, delivery address and a full description of the products you wish to order. Please include the long Credit or Debit Card number, start date, expiry date, issue number (if applic.), name on card and CVV – security number (the last three digits on the back of the card). No products will dispatched until payment is received full.
Snail Mail or Post Orders
See details on “Facsimile Orders” and fax to the number listed on the contact us page.
Where applicable, all prices shown are inclusive of 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 dispatched then the order can be refunded in full, but if it has been dispatched then charges will apply. Please see our refunds 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 in particular may be subject to thorough, time consuming anti-fraud checks and we may refuse the option to pay by card to any order we deem suspicious. If unsure about placing an order, please contact us.
All products are offered subject to availability. There may be occasional circumstances beyond our control that mean 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 Intus Healthcare Ltd. refunding your card and it actually showing up on your account, so please be patient as this process is controlled by the banks.
Your statutory rights as a consumer are not affected by any of the above.
Do you have any questions?
0800 024 8050 (from UK) or +44 800 024 8050 (non-UK) (9am - 5pm UK time, Monday to Friday)
0844 504 9494 (from UK) or +44 844 504 9494 (non-UK))
2 Walton Business Centre
46 Terrace Road
Surrey KT12 2SD United Kingdom