Free Delivery on orders over £50

General Terms and Conditions of Sale

These General Terms and Conditions of Sale apply to any order you place through Care & Repair Leeds Support My Life service (including website, telephone, walk-in and mail orders) as a consumer. You must read these General Terms and Conditions of Sale carefully. By placing an order through Support My Life, you confirm that you have read, understood and agree to these General Terms and Conditions of Sale in their entirety.

If you do not agree to these General Terms and Conditions of Sale in their entirety, you must not order any product through Support My Life. Should you have any questions on our terms and conditions as detailed below please Email or Tel: 0113 2009161 9am - 5.00pm Monday - Friday, excluding Bank Holidays.

Acceptance of your Order
Please note that completion of the checkout process does not constitute our acceptance of your offer to purchase products from us. Our acceptance of your order will take place only when we despatch the product(s) that you ordered from us.

We will notify you by email or telephone as soon as possible to acknowledge that we have received and are processing your order. The duration of our contract with you will start from when you order and we take payment and dispatch the products, until the last day of your right to cancel.

Prices shown are for delivery only to specified UK destinations. We reserve the right to change prices without prior notice at any time. Prices charged will be those in force at the date of the Customer's order.

Value Added Tax
VAT will be charged at the prevailing rate on all applicable products. Our prices are shown as both excluding VAT (where applicable) and including VAT. Members of the public with chronic illness or disability may be subject to VAT exemption. Exemption claims can be declared at the time of placing the order. Please contact our order line 0113 2009161 or email for further information. A completed VAT exemption form must be received by us before we will process an order. We regret VAT cannot be credited at a later date if the required VAT exemption declaration is not received at time of ordering.

To complete the order process online, payment must be made at time of ordering by PayPal. All fields indicated as compulsory must be completed. All card payments are subject to authorisation by your card issuer. You will be given the option to pay by cheque, however, the order process will not be completed until we have received payment and the cheque cleared through our bank. For mail order/telephone orders the order process will be completed when we have received payment and the cheque cleared through our bank.

All goods are offered subject to availability.
Delivery will be to the UK address specified in your order. If no one is available at a residential address at the time of delivery, a note will be left to advise whether your order has been left in a safe place e.g. with a neighbour, or returned to depot. For orders placed with a total value below £50, we make a Standard Delivery Cost of £3.95 for each order (see note below). Free delivery applies when you spend a total of £50 or more in a single order delivered to a single UK address (see note below).

Please note: Some postal addresses in Northern Ireland, some offshore islands and some remote areas of Great Britain are not covered by our Standard Delivery Cost or Free Delivery. We may be able to arrange delivery to such areas at an additional carriage cost. For details, call 0113 2009161 Monday - Friday 9.00am - 5.00pm excluding Bank Holidays.

Urgent Next Day Delivery orders can be arranged for an additional carriage cost. For details, call 0113 2009161 Monday - Friday 8.30am - 5.00pm excluding Bank Holidays. In the event of cancellation only the basic outward postage will be refunded.

Under normal circumstances all goods on your order will be despatched in full within 2-3 working days. If an item is out of stock we will advise you by email or telephone and endeavour to supply the item as soon as possible. Alternatively, we may supply a near equivalent item or ask you to re-order. If you have any enquiries on the above do not hesitate to contact us, Email or Tel: 0113 2009161 Monday - Friday 8.30am - 5.00pm excluding Bank Holidays.

Some of our products are made to order and delivered direct from our manufacturing source. You can view these items on our website, but these items can only be ordered by telephone and will take longer to deliver – we will advise you of approximate delivery date when confirming the direct delivery order. Please note orders for ‘Direct Delivery’ items cannot be cancelled or returned, unless defective.

All risk in the products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the delivery address specified in your order.

We shall be under no liability for any delay or failure to deliver products if the delay or failure is wholly or partly caused by circumstances beyond our control.

Notice of Damage, Defect, Non Delivery, or Incorrect Delivery
You should check all products you receive against your order. If the products you receive are damaged or incorrectly supplied on delivery then you must inform us (by phone, letter or email) within 3 working days of receipt quoting your order number and the delivery note number.

Your Right to Cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges Regulations 2013) (“CCR”) you have a right to cancel all or part of your contract at any time up to 14 days after the day on which you receive the goods, without giving any reason. In the case of an order relating to multiple goods ordered by the customer in one order and delivered separately :”On which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good”.

To exercise the right to cancel you must inform us, within the cancellation period, of your decision to cancel this contract by Email or Tel: 0113 2009161 Monday - Friday 8.30am - 5.00pm excluding Bank Holidays or by Fax: 0113 2493349 or by writing to: Care & Repair Leeds 323 Roundhay Road, Leeds LS8 4HT. You may also use the Cancellation Form to exercise your right to cancel, but it is not obligatory.

Your right to cancellation does not apply to goods made to your specification which you will be directed to order by 0113 2009161 Monday - Friday 8.30am - 5.00pm excluding Bank Holidays In addition, we cannot accept the return of certain items for hygiene reasons, e.g. toileting aids if they have been used/the seal has been broken.

In the event of a cancellation Care & Repair Leeds, unless you choose to return yourself, will arrange collection of the goods within 14 days of cancellation. You will have to bear the direct cost of returning the goods. For parcels collected by Care & Repair Leeds for return; the cost of returning the item will typically be £8 + VAT per carton. For the return of large items delivered on a pallet the return cost would typically be £45 + VAT. We are able to provide freepost labels for the return of smaller items; the cost of this is typically £3.50 + VAT. Where possible, goods should be returned in original product packaging.

If you choose to return any products to us, you must do so within 14 days of notifying Care & Repair Leeds of cancellation. We will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service (i.e. tracked and insured). If products returned directly by you are lost or damaged in transit, we reserve the right not to refund any amounts attributable to such loss or damage. If you are returning items we must be notified before return. The address where the product needs to returned to will be given to you at the point of cancellation.

On receipt of returned goods, Care & Repair Leeds will reimburse you within 14 days. Any basic delivery charge will be included in your refund. Where an order comprised of more than 1 item and you are not returning all goods, the delivery charge will not be included within your refund. Please note the delivery charge refund will be to the value of Standard Delivery Cost (any additional delivery costs paid for eg. Urgent delivery will not be refunded). You must take reasonable care of the goods while in your possession and we reserve the right to reduce the value of the refund if returned goods show evidence of use beyond the handling necessary to see whether the goods are as expected.
Any refunds given by us will be made to the PayPal Account provided when you placed your order. If we received a cheque from you we will refund by means of cheque.

Where we deliver products to a third party in accordance with your order, you will only be able to exercise this cancellation right if you can arrange for us to collect the goods (or return the goods to us).

This is not intended to be a full statement of all your rights under the CCR. Full details of your rights under the CCR are available in the UK from your local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.

Product descriptions
We have taken reasonable precautions to try to ensure that prices quoted are correct and that all products have been fairly described. However, when ordering products through Support My Life, please note that:
  • Orders will only be accepted if there are no material errors in the description of the goods or services or their prices as advertised on the online and mail order catalogue
  • All prices are displayed in pounds Sterling
  • Packaging may vary from that shown in the online and mail order catalogue;
  • The weights, dimensions and capacities shown in the online and mail order catalogue are approximate only;
  • Whilst we try to display the colours of our products accurately in the online and mail order catalogue, the actual colours you see will depend on printing and monitor display and we cannot guarantee any colour will accurately reflect the colour of the product on delivery
  • All items are subject to availability. We will inform you as soon as possible if the product(s) or service(s) you have ordered are not available and we may offer alternative product(s) of equal or higher quality and value.

  • Product Guarantees
    A standard 12 month guarantee applies to all items, unless otherwise stated to be longer.

    Any products we supply to you will be of satisfactory quality. If we deliver a product to you that is not of satisfactory quality, you can contact us for a repair or replacement or, where this is not possible, for a refund.

    You have certain rights as a consumer, including legal rights relating to faulty or mis-described goods. For further information about your legal rights in the UK, contact your local authority Trading Standards Department or Citizen’s Advice Bureau. Nothing in these General Terms and Conditions will affect these legal rights and, in particular, we will perform our obligations under these General Terms and Conditions with reasonable care and skill.

    Customer Care
    Confidentiality for our customers is assured at all times.

    Should the customer wish to formally complain, they should write to the Chief Executive Officer, Care & Repair Leeds. 323 Roundhay Road, Leeds LS8 4HT. The complaint will be promptly acknowledged and should the complaint not be resolved within five working days the company will provide regular feedback until full resolution.

    There are certain liabilities which we cannot exclude by law and nothing in these General Terms and Conditions limits our liability for personal injury or death caused by our negligence or for fraud.

    We are only responsible for losses that are a natural, foreseeable consequence of our breach of these General Terms and Conditions. We will not be liable to you if we are prevented or delayed from complying with our obligations under these General Terms and Conditions by anything you (or anyone acting on your behalf) does or fails to do or due to events which are beyond our reasonable control.

    You must follow any advice we give you to keep products we supply to you safe (including any instructions or product manuals provided with the products). We cannot accept liability for damage to products we have supplied which is caused by your failure to follow this advice.

    Assignment, Waiver and Third Party Rights
    We may update or amend these General Terms and Conditions of Sale from time to time to comply with law or to meet our changing business requirements without notice to you. Any updates or amendments will be available on our website and mail order catalogues.

    You may not assign or sub-contract any of your rights or obligations under these General Terms and Conditions of Sale to any third party only to our supplier for delivery/collection purposes only or unless we agree in writing.

    No relaxation or delay by us in exercising any right or remedy under these General Terms and Conditions of Sale shall operate as waiver of that right or remedy or shall affect our ability to subsequently exercise that right or remedy. Any waiver must be agreed by us in writing.

    If any of these General Terms and Conditions of Sale are found to be illegal, invalid or unenforceable by any court of competent jurisdiction, the rest of these General Terms and Conditions of Sale shall remain in full force and effect.

    Only you and we shall be entitled to enforce these Terms of Sale. No third party shall be entitled to enforce any of these Terms of Sale, whether by virtue of the Contracts (Rights of Third Parties) Act 1999 or otherwise.

    These General Terms and Conditions of Sale are governed by the laws of England and Wales and any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

    Support My Life is a service offered by Care & Repair Leeds, 323 Roundhay Road, Leeds LS8 4HT. Tel: 0113 2406009, Fax: 0113 2493349, Email: Web:
    Care & Repair Leeds is a Registered Society with Charitable Status (Reg. No 25858R). VAT Reg. No. 185 8000 05.