Terms and Conditions
“The chair has transformed my daily comfort.
Exceptional quality and service”
Exceptional quality and service”
Terms and Conditions
Effective Date: May 22nd 2025
Review Date: May 22nd 2026
At Channel Healthcare Ltd, we believe the ‘small print’ should be clear and easy to understand, so we show our terms in a larger, friendlier font.
By placing an order with us, you agree to the following:
- Your Order and Responsibilities
- Please double-check your order details. You’re responsible for ensuring everything is accurate.
- Placing Orders and Making Payments
- You can order by accepting the quote online, over the phone or in person.
- We accept debit/credit card, cheque (not for stocked items), and bank transfer.
- A 50% minimum deposit is required to secure your made to order products. Full payment is required before delivery.
- Full payment is required for any stocked or express products at the point of order.
- We may offer storage for your products; ask us about any associated charges.
- If you pay by credit card, your payment should be protected under section 75 of the Consumer Credit Act. If you choose not to pay by Credit Card, it may not be protected.
- Access and Delivery Requirements
- Please tell us about anything that might make parking, delivery or installation tricky, such as tight staircases or access issues.
- It’s your responsibility to ensure items will fit in your home. Additional charges may apply for redelivery or returns.
- If you’re asking us to collect items for trade in, donation or disposal, they must be dismantled in advance if you are able.
- Product Descriptions
- We aim to match product images and descriptions, but colours may look different in person, and handmade items can have slight variations within set tolerances.
- Delays Outside Our Control
- If an unexpected delay happens (e.g. supplier issues), we’ll inform you quickly and keep you updated.
- If the delay is significant, you may cancel and request a refund (less any costs we’ve already incurred).
- Our Product Guarantees
We provide guarantees for peace of mind. Guarantees apply to UK mainland orders only and cover manufacturing defects:
Express items may carry reduced warranty periods.
Guarantees do not cover:
- General wear and tear
- Incorrect use, cleaning or care
- Damage from poor storage or misuse
Should your product be supplied with extended warranty, you will have ‘peace of mind’ for 5 years in line with the Castlelan Warranty coverage – details provided on request.
- VAT Relief
- If you have a chronic illness or disability, you may be eligible for VAT exemption.
- You’ll need to complete a declaration form to qualify for VAT exemption, which you are responsible for.
- Changing Your Mind – Stocked Products:
- You have 14 days from delivery to let us know.
- You are responsible for return costs.
Bespoke Products:
- Bespoke items are made just for you and are non-refundable.
- Products are made to measure and follow a strict, documented QC process to ensure they are as ordered within agreed tolerances. Should anything not fall within the above, Channel Healthcare will endeavour to work with you towards a suitable resolution.
- Faulty Products
Comfort can be subjective, however If something isn’t to spec with your new product, contact us straight away to quickly review and resolve.
- Changes to Products or Terms We may make changes to meet legal requirements or improve features. The latest terms and conditions will always be available via Channelhealthcare.co.uk.
- Ending a Contract We may cancel your order if:
- Your balance is not paid.
- Limits on Our Liability
We’re not responsible for:
- Unexpected or indirect losses
- Delays we cannot control
- Losses from business use
- Your Personal Data We handle your data with care.
- COMPLAINTS POLICY
The business always endeavours to provide the best service. However, on rare occasions there may be times where a customer may not be completely satisfied.
To ensure the business can put things right for you, as soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out based on the contract terms and to the high standards the business aims to achieve.
Please contact the business straight away with any concerns either by phone, email or write to us. If writing, get proof of posting.
Business Complaint Procedure
On receipt of your complaint the business aims to respond within 5 days.
The business will arrange a convenient date to come and view and/or remedy the situation within 28 days.
In the unlikely event the business is unable to resolve your complaint having exhausted the business complaints procedure, it may be necessary to use another complaint service. Where the business cannot resolve the complaint to your satisfaction and/or agree to the final resolution requests confirmed to us; and both parties agree a ‘deadlock’ has been reached, you can then escalate your complaint.
The business has access to an Alternative Dispute Resolution (ADR) service for our domestic installation, service, repair and maintenance contracts as part of the Which? Trusted Traders Endorsement. If you choose to you can refer your complaint to Which? Trusted Traders’ Alternative Dispute Resolution. You will need to contact Which? Trusted Traders on 02922 670 040 who can explain if you are eligible to use their Alternative Dispute Resolution.
- Legal Matters
These terms are governed by English law. You can bring legal proceedings in the UK country where you live.
- Channel Healthcare details Business Name: Channel Healthcare Ltd
Registered Address: Millstones, Hirst Road, Chapel Haddlesey, YO8 8QQ
Company Number: 1098834
Registered in: England
Trading Address: Unit 16, Allerton Bywater Network Centre, Castleford, WF10 2DB
VAT Number: GB302256643
