Customer Service


Shipping & Delivery: Our normal delivery period is up to two weeks if items have to be brought in, however we aim to keep faster selling items in stock at our offices in Wiltshire and where possible we will ship out within a day or two. If there is going to be a delay of more than a few days, we will contact you and advise you of the status. We usually ship by courier or royal mail and they may require a signature from you. If an item is especially urgent, call us, we will try to assist where possible because we appreciate there is a patient at the end of this transaction. We can and often do work to tight deadlines, but we will warn you if we can’t deliver. Any extra shipping costs will be passed on after consultation with you.

Privacy & Security: If you use our web site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer to prevent unauthorised access to your account. You agree to accept responsibility for all activities that occur under your account or password. You should take all necessary steps to ensure that the password is kept confidential and secure and should inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner. Please ensure that the details you provide us with are correct and complete and inform us immediately of any changes to the information that you provided when registering. Electro Medical Services (Basingstoke) Ltd has in place software encryption to ensure that your details are safe and secure. Electro Medical Services (Basingstoke) Ltd reserves the right to refuse access to the web site, terminate accounts, remove, or edit content, or cancel orders at our discretion. If we cancel an order, it will be without charge to you.

Returns & Replacements: If for any reason you are unhappy with your purchase you can return it to us in its original condition within 7 days of the date you received the item, l (providing that the item is not a special order, when no refund is possible), and we will issue a full refund for the price you paid for the item, less a 25% handling fee where the item ordered is as advertised (original delivery and return delivery costs, wherever made by Electro Medical Services (Basingstoke) Ltd, will still be payable by the customer). You can expect a refund in the same form of payment originally used for the purchase within 5 days of our receiving your return. If you require an exchange, please place a new order. Please email Returns to obtain a returns number which needs to be written on the outside of the parcel. Please re-package the goods and send to the address below: - Returns Department Electro Medical Services (Basingstoke) Ltd, 43 The Crofts, Hatch Warren, Basingstoke, Hampshire RG22 4RE. Please enclose a note stating your invoice number and the reason for your return. If you are returning an item because of an error on our part or because it is damaged or defective, we will refund the delivery charges incurred in sending the item to you and pay your costs of returning it to us by refunding your return postage costs we will also replace the item. You can expect a refund if required in the same form of payment (or a credit note) originally used for the purchase usually within 5 days of our receiving your return. Electro Medical Services (Basingstoke) Ltd will check all items returned as damaged or defective. In the event we find no fault, we reserve the right to re-charge you for the item/s and to recover our expenses from you.

The key to reducing the need to return items is for you to be satisfied in the first instance with your intended purchase. With that in mind if you feel you would like to, please call us for a discussion on your chosen item and to confirm the sizes are appropriate for your use, this is especially true when purchasing bags.

Ordering: You may order your choices either direct through the web site, or by telephone to our office, post, or email. Please make sure you have clearly stated you contact details including a telephone number in case we need to call you about the order. If you are ordering from the NHS, please include an order number which is available from procurement. This is different to your requisition number. You may order from the web shop and choose to pay by either cheque or BAC’s. This works well for an organisation who wishes to be invoiced in the normal way before making a payment. If you wish to use this method for an order from the NHS, please be aware we will require an official purchase order as well.