Terms & Conditions

Terms and Conditions

Formation of contract and governing law
A contract between the buyer and Independent Living Supplies Ltd for the sale of our products will only exist once your order has been accepted, at which point the buyers credit card will be charged for the value of the goods despatched, plus postage. This does not affect your statutory rights.

These terms apply for all methods of payment used in relation to the goods.

The contract shall be governed and interpreted in accordance with the laws of England and Wales and the parties submit to the non-exclusive jurisdiction of the courts of England and Wales.

Your right to cancel
You may cancel the contract for any reason upon giving notice to Independent Living Supplies within 30 days of receiving the goods. If you do cancel the contract within this time any payments made by you will be refunded in full (excluding p&p). You will be required to return to Independent Living Supplies any products sent to you under any contract you have cancelled in perfect condition, unused and in their original packaging.

Returns policy
If you are not satisfied with the goods you have chosen, please ensure that you return them to us within 30 days. Independent Living Supplies will be happy to make an exchange or refund the goods providing they are returned in perfect condition and in their original packaging. Refunds exclude the following consumables: Bed Occupancy Mat, Chair Occupancy Mat, Floor Mat and Enuresis Sheets.

Returning the goods to Independent Living Supplies Ltd:
Please call on 01438 821251 for a Returns Form and send it with a copy of the invoice or delivery note and clearly state whether you would like a refund or exchange.

Pack the goods, attach the invoice or delivery note and send it back to:

Independent Living Supplies Ltd
Unit 8, Weltech Business Centre
Welwyn Garden City

Please obtain a receipt of postage from the Post Office when you send the parcel back. Independent Living Supplies cannot be held responsible for goods lost in transit. Postage costs will only be refunded in the case of faulty goods.

Goods purchased online can be returned at any time within 30 days from the date of despatch for an automatic repayment or exchange.

Should any malfunction of the product arise, you should in the first instance contact Independent Living Supplies for advice. In the event that the problem cannot be resolved, Independent Living Supplies undertake to repair or replace (at Independent Living Supplies option) the product providing that malfunction is reported within twelve (12) months from the day of delivery.
Independent Living Supplies will accept no responsibility for faults arising from misuse (for example – dropping, water damage, foreign objects).

We accept online payment in a secure environment. We accept Visa, MasterCard, and PayPal. Payment can also be made by phone using the cards listed above, or by cheque through the post.

All prices quoted on this website are accurate at the time of going to press and are quoted in pounds sterling.

What to do if there is a problem:
We endeavour to provide goods and services which conform with consumer rights, but if there should be a problem, please contact us immediately you become aware of it on 01438 821251, or info@independentlivingsupplies.co.uk

Security and Privacy
Our data protection policy complies with both the Data Protection Act 1998 and the new EU General Data Protection Regulation (GDPR) which applies from 25th May 2018. The information below sets out how we handle and use your data.

1.Financial information
1.1 Purchasing Online
We do not hold any financial information about you. When entering purchasing details at checkout all online transactions are performed through the TakePayments service (https://www.takepayments.com/), Paypal (https://www.paypal.com/uk/home) or in the case of Direct Debit payments GoCardless (https://gocardless.com/). Independent Living supplies do not hold your financial information. This information goes directly to the secure portal of transaction service used.

1.2 Purchasing by phone
If you chose to purchase from us over the phone, we will take your debit or credit card details and use them to take payment using TakePayments. Your card details will not be stored by Independent Living Supplies Ltd.

1.3 Purchasing by post
If you chose to purchase from us by ordering by letter or email, we will call you to take your debit or credit card details and use them to take payment using TakePayments. Your card details will not be stored by Independent Living Supplies Ltd.

2. Personal details
We will hold the following information about you:
Name of person to whom the purchase is being delivered (if different)
Delivery address
Telephone number
e-mail address

Details of the product(s) that you have purchased
This information will not be held longer than is required by law or than is required to enable us to continue to provide a service for you.

3. Who your data might be shared with
Your data will not be provided to a third party without your express consent.

4. Your rights
You have a number of rights under GDPR. These include the right to:

  • See the information that we hold about you
  • Request that personal data be amended if it is inaccurate or incomplete
  • Request the deletion or removal of personal data where there is no compelling reason for its continued use
  • Block, restrict or object to the processing of your personal data (if applicable)Conformity of goods
    Independent Living Supplies takes every care to ensure that the description and specification of its products are correct. However, while the colour reproduction or sounds of the products viewed is a close representation, Independent Living Supplies cannot accept responsibility for any variation in colour caused by the browser software or computer system used by you.

    Independent Living Supplies do not accept responsibility for faults or other consequences arising from any misuse of products, for example, damage from dropping, moisture, liquids and heat, insertion of foreign objects, forced or unauthorised opening of the product. As with all electronic devices, do not leave in direct sunlight. Extremes of heat or cold may cause malfunction.

    Independent Living Supplies Ltd, its directors, or employees shall not be liable to you by reason of any representation (unless fraudulent), or any implied warranty, condition or other term, or any duty at common law, or under the express terms of the contract, for any indirect, special or consequential loss or damage (whether for loss of profit or otherwise), costs, expenses, or other claims for compensation whatsoever (whether caused by negligence on the part of Independent Living Supplies Ltd, its directors, employees or agents or otherwise) which arise out of or in connection with the use of this website. The entire liability under or in connection with the contract shall not exceed the price of the product, except as expressly provided in these conditions. This does not affect your statutory rights.

    Independent Living Supplies Ltd will not be liable to you or be deemed to be in breach of contract by reason of any delay in performing, or any failure to perform, any of our obligations in relation to the products ordered by you, if the delay or failure was due to any cause beyond our reasonable control. This does not affect your statutory rights.

    SIM Cards:
    If you are getting equipment from us, we would like to remind you that the goods you receive must be as we have described them, fit for purpose and of satisfactory quality. If they are not, please let us know.

    It is assumed that you have network coverage for mobile phone SMS messaging in the area in which the GSM Care Alarm or GPS Tracker will be kept. This is necessary for these devices to work.

    A roaming SIM card is supplied with the GSM Care Alarm or GPS Tracker which will pick up the best mobile network signal in any given area. This requires the GSM Care Alarm or GPS Tracker to be located in an area with at least one active mobile network.

    We cannot be held responsible if there is no network coverage or if the mobile network fails or stops communicating for any reason beyond our control.

    The roaming SIM card supplied must only be used in the GSM Care Alarm or GPS Tracker and must not be used in a mobile device for SMS, data or calls. If the SIM card is discovered to be in use in a mobile device, it may be disconnected from the network.

    Wi-Fi Coverage & Telephone Connection:
    Independent Living Supplies cannot be held responsible for poor Wi-Fi or Telephone connection within your property. If you have connectivity you will need to contact your Internet or Telephone supplier.

    Here are the most important things you need to know:
    Within 30 days of purchase
    If you wish to cancel within 30 days of starting the contract this is done easily and for a refund (excluding: p&p, and 30 days SIM card credit). Products must be returned in original packaging and in a condition suitable for sale.

    After 30 days from purchase
    The SIM card supplied cannot be used in any other device. Once the contract is cancelled the SIM card will be disconnected from the network.

    Once your cancellation request has been logged in our system, you will receive an email with your account closure details.
    To cancel your SIM Direct Debit, we will need at least 30 days’ notice in writing.

    Write to us using the contact page.
    What to expect once you’ve asked to cancel your Independent Living Supplies GSM service.

    Your GSM service will cease within 30 days from when you contact us.

    Once your GSM account is closed and you have settled the payment for your final bill, you should then cancel your Direct Debit.

    Opening hours
    Our standard opening hours are 9am to 5pm Monday to Fridays. We are not open weekends however if your request is urgent please use the Contact Us form on the website and we will do our best to respond as soon as possible.
    Registered address: Unit 8, Weltech Business Centre, Ridgeway, Welwyn Garden City, Herts, AL7 3LS