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Age UK Frequently Asked Questions

  • Can you help me to choose right product?

    • Our trained Customer Care Team is here to help you, and is backed by our in house Healthcare Professionals. Please call 0800 731 0003 or email customercare@nrs-uk.co.uk for assistance.

      NRS have developed a product advice service to provide guidance on technical matters, product purpose and use and suitability on any products offered through the range in order to assist professionals and members of the public to make the right choice. This service is offered via the NRS on site Occupational Therapist.

      You can request a free assessment from an Occupational Therapist (OT) via your local Social Services Department http://www.gov.uk/find-your-local-council or you can request an appointment with an Independent OT who is Health & Care Professions Council (HCPC) registered from the 'College of Occupational Therapists Specialist Section Independent practice' (COTSS-IP) website. www.cotss-ip.org.uk . Independent OT’s will charge for their service.

  • I have a question regarding VAT

    • Some products offered by Age UK can be subject to VAT exemption, it will be clearly displayed on the product information page if a product is subject to VAT exemption.

      A product purchase can only be exempt from VAT when both the following conditions are met:

      1. The product is subject to VAT Exemption.

      2. You (or the person who you are buying for) are chronically ill or disabled i.e.

      With a physical or mental impairment which has a long term and substantial adverse effect upon his or her ability to carry out everyday activities.

      or

      With a condition which the medical profession treats as a chronic sickness, such as diabetes.

      or

      With a terminal illness

      If you meet the above exemption criteria and wish to claim VAT Exemption, simply select the VAT exemption declaration on the shopping basket page. Please note delivery charges are not subject to VAT Exemption.

      For further information about VAT Exemption you can also contact the HMRC helpline 0300 123 1073 and select Option 1.

      It is an offence to claim VAT exemption, if you or the person you are buying for is not entitled to it. All orders submitted with a VAT relief claim form completed are checked before the order is processed.

  • Please remind me of delivery times and options

    • We use our preferred carrier Parcelforce for deliveries via the Express 24 service. Orders received before 2pm on weekdays are usually despatched the same day for delivery the following day.

      For deliveries to mainland UK destinations an order placed that is under the value of £40.00 excluding VAT there will be a standard delivery charge added of £3.90. There is no postage charged on orders where the total cost of goods, excluding VAT, comes to £40 or more.

      Deliveries can be made to the address of a relative or friend if required. To action simply complete the delivery address section when placing your order.

  • What are the Payment options available when making a purchase?

    • Payment Options are as follows

      Debit Card

      Credit Card (NRS cannot accept payments via American Express)

      PayPal

      Cheque

      Cheques should be made out to NRS Healthcare

      Cheques should be posted to: FAO Customer Care Team, NRS Healthcare Sherwood House, Cartwright Way, Forest Business Park, Bardon Hill, Coalville, Leicestershire, LE67 1UB

      Please Note: Orders will be dispatched once payment has been fully cleared

  • How can I place an order?

    • Orders can be placed in several ways  

      1. 1.You can browse or search our website then click add to basket/buy now button for a product you wish to buy. Once you have selected all the products you require click view my basket and then select the “proceed to checkout” button where you will be taken through the checkout process.
      2. 2. You can also call the Customer Care Team on the free telephone number 0800 7310003 (opening hours Monday – Friday 8:30am until 5:00 pm) where a member of the team will be more than happy to offer advice on placing an order or process and order for you.

      Unfortunately VAT exempt orders cannot be taken over the phone.

  • What if I need to amend or cancel a recent order

    • Orders are automatically processed upon receipt.  In certain instances, we can accept amendments to your order within two hours of order placement.  To action, please call the customer service team Tel 0800 7310003 (opening hours Monday – Friday 8:30am until 5:00 pm) quoting your order number

      However, if we are unable to cancel or amend your order before despatch and you want to return the goods sent, you can do so within 28 days of receipt of your goods. Please see our Terms & Conditions for more information on your cancellation rights.

      Please quote your order number on all communications.

       

  • Where is my order?

    • We work very hard to deliver your order promptly and aim to send out all orders within 48 hours of receipt.

      Your parcel will normally be sent out by Parcelforce and so should reach you within 24 hours of despatch. However delays do sometimes occur due to unforeseen circumstances, so if for some reason your parcel hasn’t arrived within 4 working days, please contact us. Telephone 0800 7310003 (opening hours Monday – Friday 8:30am until 5:00 pm)

  • My order has been received but the wrong item was received

    • Please accept our apologies for this error.

      To arrange the return of the incorrect item please call the Customer Service Team  Tel 0800 7310003 (opening hours Monday – Friday 8:30am until 5:00 pm) and they will arrange to collect the items(s) received and arrange to deliver the correct item(s) ordered

      Please include your order number in all communications.

       

  • My order has been received but the good(s) are faulty

    • Please accept our apologies for this and call the Customer Services Team Tel 0800 7310003 (opening hours Monday – Friday 8:30am until 5:00 pm) where they will arrange to collect the faulty item(s) and deliver replacement item(s) as required.

      Please see our Terms & Conditions for more information on product guarantees.

      Please include your order number in all communications.

       

  • My order has been received but an item was missing

    • We are sorry to hear an item(s) were missing from your recent order.

      Please email customer services  with details of the missing item(s) email address as follows customercare@nrs-uk.co.uk or telephone Customer Service 0800 7310003 (opening hours Monday – Friday 8:30am until 5:00 pm) to advise of the matter.

      Please include your order number with all communications.

       

  • My order has been received but the item has been damaged during delivery

    • We are sorry to hear the item was damaged when your order was delivered. All parcels are packaged to ensure that any damage in transit is kept to an absolute minimum.

      In the eventuality of an item or packaging arriving damaged, we will request the return of the goods, and supply the required replacement. Due to time limits to claim from carriers for delivery damage we must be notified with 3 working days of any damage caused during delivery.

      To request the return of the damaged items please telephone Customer Service 0800 7310003 (opening hours Monday – Friday 8:30am until 5:00 pm).

      Please include your order number in all communications.

       

  • How do I return an item that is not suitable?

    • Providing, the goods have been delivered within the last 28 days and the products have not been used, we will accept the return of any item that is not suitable for your requirements, providing we are notified of your wish to return.

      To request a return NRS must be contacted to advise you wish to return an item. To do this you can call the customer service contact centre on 0800 7310003 (opening hours Monday – Friday 8:30am until 5:00 pm), email customercare@nrs-uk.co.uk or write to us. An item must never be returned without a returns authorisation number.

      You can either return the goods to us (via a tracked delivery service) at your own cost or we offer a collection service, for information on the cost of this and further information on your cancellation rights please see our Terms & Conditions.

      Please include your order number in all communications.

       

  • How do I return an item that has become defective

    • We are sorry to learn a product you purchased from us has become defective.  Providing the item has been purchased in the last 12 months and has been used in line with the manufacturer’s user’s instructions, we will arrange to repair or replace the goods as required.  Generally, we will request the defective items are returned to us for inspection. A decision will then be made as to whether the item is to be repaired or replaced.

      Please call telephone Customer Service 0800 7310003 (opening hours Monday – Friday 8:30am until 5:00 pm) or email customercare@nrs-uk.co.uk to arrange collection of defective items.

      Please include your order number in all communications.

      In the event an item becomes defective outside its 12 month warranty period, please contact us with details of the problem encountered and we will endeavour to help you resolve the problem.

  • I’m chasing a refund for returned good(s)

    • If your order has been returned by you or collected by us for return to the NRS Distribution Centre, please allow 14 days for your refund to be processed.

      If still unresolved after 14 days, please email customercare@nrs-uk.co.uk or call Customer Service on 0800 7310003 (opening hours Monday – Friday 8:30am until 5:00 pm). 

      Please quote the returns authorisation number in all communications.