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Refund & Returns Policy

If you want to return anything you have purchased from Vivid Care, we offer a 14 day returns policy. Although we aim to make your returns process as smooth and helpful as possible, there are some occasions where returns may not be possible, so we hope this page can give you some clarity on our returns policy.

We understand that sometimes, your item might not be the right fit, or you may simply no longer require the item. Here are the most common return reasons, and how we process them:

You’ve changed your mind, got the wrong size, or the item just isn’t what you were looking for

We understand that sometimes, you change your mind your order isn’t what you thought it might be. Apart from a few items (see list below), we can offer you a refund or exchange as long as the item is returned to us unused, in its original condition, within 14 calendar days of purchase.

If you wish to return your item because you’ve changed your mind, ordered the wrong size, or find the item unsuitable, then we are happy to offer an exchange or refund for the item (subject to clause 6.5 in our terms and conditions), as long as you cover the cost of the item being delivered back to us. We recommend that you use a tracked, insured return just in case anything is amiss with the shipping. If you want to switch your order for a different item, please contact us.

My order arrived damaged or the wrong items were sent

First of all, please accept our apologies if your order has arrived damaged, or you’ve received the wrong things. Do get in touch with us immediately so that we can chase up the issue with our couriers and arrange for the damaged item to be collected. We might need you to send us proof of damage, so please take a photograph and email it to us so we understand exactly what the problem is. We will arrange for the damaged item to be collected (free of charge) and will issue a refund or a replacement once we have received the item and verified the damage.

The item I ordered is faulty

We’re very sorry if the item you ordered is faulty. If it’s within warranty, we will need to get the item back to us to either fix or replace it. Replacement items can only be sent once we have confirmed the fault, so if you can’t wait for the item to be fixed, then please order a new one and we will refund the initial item.

Which items cannot be cancelled or returned?

Under the Consumer Contracts Regulations 2013, you may have a right to cancel any items bought on this website within 14 days except from the following items. Refunds will be subject to clause 6.5 in our terms and conditions.

  • Products that are customised to your personal specific requirements so that they would be difficult to sell to someone else
  • Sealed goods that are not suitable for return due to health protection or hygiene reasons, e.g. incontinence products
  • Any ‘used’ items that may pose a hygiene risk, e.g. used toilet seats, commodes.

How to return your item(s)

If your order needs returning for whatever reason, please contact us to request our returns form.

You’re responsible for any goods until they reach us. Vivid Care recommends that you get proof of postage when returning any products to us.