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Frequently Asked Questions


How do I know if I am eligible for Zero Rate VAT?

VAT zero rating is granted by HM Revenue and Customs for certain products for use by the disabled or chronically ill. HM Revenue and Customs require the completion of a simple declaration of your disability which you will see in step 5 of the order process.

Many of our customers qualify for VAT zero rating although not all of our products are eligible for zero rating in which case VAT will be added at the checkout. Further helpful information is available on HM Revenue and Custom’s website www.hmrc.gov.uk. There is a search facility on their website which can help you find information relating to VAT reliefs for disabled people. HM Revenue and Customs provide a phone help line: 0845 302 0203

How do I pay for my order?

All payments must be made in full at the time of ordering. Your order will be delivered after payment has been received by us. We accept all major credit and debit cards.


Will my details be kept secure?

Your details are protected by the data protection act and will not be disclosed at any time. Our payment system, Realex, uses an up to-date secure payment system which is fully PCI Certified by Visa and MasterCard. Payment details will not be divulged to any third party (including us) by the payment system provider. No credit card details that you enter into the system will be held or stored anywhere by us. 



What method of delivery will be used for my goods?

We offer a nationwide service in the UK and the Republic Of Ireland. Customers requiring delivery to areas outside these zones will be contacted as an alternative carriage charge will apply. We will always do our best to minimise such costs.

We aim to deliver within 7 working days items that we hold in stock. After placing your order, you will receive an e-mail advising the delivery date. Some specialised and large items such as certain powered chairs and riser recliner chairs can take up to 14 working days to deliver. If any item is out of stock at the time of ordering we will telephone and email you. You will have the option to wait, choose another product or to cancel your order. 


What to do when I receive my goods?

You should inspect goods immediately on arrival and note any damage on the carrier’s delivery note before signing the delivery note and handing it to the driver. We also ask you to inform us of any damage within 24 hours of receipt of goods.

If it is not possible for you to inspect the goods before signing the carrier’s delivery note please mark the delivery note clearly with the word “unexamined”. Please then inspect the goods within 24 hours of receiving them and inform us about any damage within 24 hours.


What if I want to return my order?

Full details on our returns policy and procedure can be seen here


What if I want to cancel my order?

Full details on cancelling orders can be seen here


Why am I being charged VAT on my shipping?

Unfortunately we are unable to apply zero rate VAT on the shipping charge, regardless of the customers medical condition or chronic illness. 


How do I contact a customer services representative?

You can contact a member of the team by telephone on 028 9267 7077, by email on customerservices@johnpreston.co.uk or by coming into one of our showrooms.