Important update for EU customers: Following the UK’s exit from the European Union, VAT will no longer be charged on any goods shipped to EU destinations. However, you may have to pay customs charges and import tax on delivery. These are determined by you country’s import laws and are beyond our control. It is the customer’s responsibility to pay these charges, else the courier will not be permitted to deliver the goods to you. Intus are not liable for any additional charges you may receive and cannot predict or influence them. We apologise sincerely for any additional costs or delays this may cause you.

Please note that we can no longer deliver any orders to Spain due to restrictions on CPAP equipment coming into the country from the UK. We would ask our Spanish-based customers to visit our sister company’s website intuscpap.es instead. We apologise sincerely for any frustration this may cause – we share that feeling with you.

Intus Healthcare Delivery Information

Our IT systems and logistics processes have been streamlined over many years. Based on the experience of processing tens of thousands of orders, we aim to provide you with a smooth and fast delivery service.

Intus Healthcare Ltd. ship to anywhere within the United Kingdom as well as to all other E.U. countries (excluding Spain). The shopping cart will display the delivery services available and the cost for each option.

All orders go through three stages:

1. Funds are authorised and the transaction is checked for fraud before the order is forwarded to our warehouse.
2. The goods are picked and packed. Where applicable, medical devices will be configured for the patient.
3. The order is dispatched by the delivery method selected during the checkout process. Our carriers are Royal Mail and DPD Local.

Depending on the order, the warehouse used to fulfil the order and the delivery service used, detailed parcel tracking may be available in your online account here in the shop.

The time delivery takes depends on the following:

• The validity of transaction data and accuracy of shipping details.
• Whether the product is in stock at the time of your order. (Most products are.)
• The number of orders we are processing at any one time.
• The type of products ordered and whether they require documentation or configuration.
• The size / weight of your order.
• The destination of your order.

Delivery options may be offered as you progress through the shopping cart, depending on several criteria. Most orders will have multiple delivery options from which the customer can choose the most appropriate for their requirements.

An estimated delivery date will be shown next to each delivery option. If any item in your order is on backorder (ie, we are awaiting stock from our supplier) this estimate will factor in a small delay. The dates shown are estimates only and are not guaranteed, but we strive to meet (or beat) the delivery date estimate provided. However, there can be no process for compensation or reimbursement should these advisory dates not be met.

Assuming the items ordered are in stock and do not require any paperwork from you, then we will aim to dispatch the same working day if ordered before 2pm UK time. Please note that this is a target, not a guarantee; on busy days we may not be able to dispatch every order and there your order may not ship until the next working day even if the criteria above are met. We are a small company with limited resources but we do our best, and thankfully a delay of this nature is very rare.

Please note that any orders placed after 2pm UK time will not be shipped until the next working day at the earliest, as our postal and couriers collections are made shortly after this time.

Orders sent by couriers

These are generally delivered Monday to Friday between 9:00 in the morning and 17:00 in the afternoon. If you cannot be in to receive and sign for the goods (you MUST sign for the goods), either have them delivered to your workplace at the time of ordering or to a named neighbour or friend instead. This should be clearly stated when making the order. Within the shopping cart there is a facility to have products sent to an address different from the billing address and to add special delivery instructions, such as a preferred day for delivery or directions. Though we cannot guarantee the day of delivery, we will try to follow your instructions and if possible notify you if we are not able to. Please do not leave instructions for the couriers on your door, as they are unlikely to be carried out.

Whilst we mostly only use “Next Day” type courier services, when our staff or our websites mention “Next Day”, please bear in mind that this means we will process it and book it in with the courier in time for collection today, if today is a working day. Please also note it is the next working day from the time of dispatch, not the time of order; as explained above, orders placed after 2pm UK time will be processed and dispatched the following working day; the “next working day” estimate therefore applies from that point. We would then reasonably expect them to come and pick everything up and deliver the next working day but there are many things outside our control that may cause delays. The couriers we use are all well-known European brands but every now and then, parcels will get delayed and in some cases lost. For these reasons, we can never absolutely guarantee a “Next Day” delivery even when the name of the courier or postal service implies this. If you need something 100% definitely by a certain date, the only way to be sure you will have the products by then is by arranging a pick-up yourself. Collections have to be agreed upon in advance as we do not have customer-facing premises. Please note that the “next day” applies to UK mainland only; offshore and Scottish Highlands are typically two workings days, and deliveries to countries outside of the UK are always a minimum of two working days.

Missed Deliveries

If you do miss the delivery, you will receive a notification card in your letterbox and you will need to call the couriers and arrange for redelivery. There is no charge for the second attempt, but they will not attempt delivery after the second attempt without additional payment. Failing that, the products will be returned to Intus Healthcare with a charge to pay. Please try to avoid this happening as unfortunately, you may have to pay a ‘returned product’ courier charge and you will also have to pay for postage of the products back to you again. You can request that the goods be sent to a more convenient address, but this will also incur a redelivery charge because it will have to go back through the couriers depot and be relabelled and resent. Note: PO Box numbers cannot be accepted for delivery addresses.

Terms

Saturdays, Sundays and Bank holidays are NOT counted as ‘standard ‘delivery days and will incur a surcharge if requested (and an an option available), as will timed or early morning deliveries.

Delivery charges vary according to weight and value, however all items delivered to a UK address will have a free delivery option. Where we must charge a delivery fee, we do our best to charge you a fair price rather than an inflated one (for example, overseas shipments or for faster delivery options). You will see your delivery charge before you pay for your order in the checkout. Please contact our Customer Services Team for a quotation if you are unsure.

If there is an unforeseen or out of our control delivery delay, we will attempt to notify you by e-mail or telephone. (Providing the details entered within the order are correct).

Please note: If goods arrive to you visibly damaged, you must refuse to accept the delivery and state this on the delivery note. If you are not sure, insist on inspecting the package thoroughly before signing your acceptance. If you sign for the goods (by default accepting them in good condition) and then report any transit damage after that time, no claims for compensation can be accepted. The courier may appear to be in a rush but it is your right to know what you sign for.

In some countries customs, duty or handling charges may be levied by local authorities. We cannot accept any responsibility for these charges.