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Phone:
01835 864866
Fax: 01835 863238
Brockhirst,
Oxnam Road, Jedburgh, TD8 6QN, Roxburghshire
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WE ARE CURRENTLY IN THE PROCESS OF REBUILDING OUR WEBSITE. IF YOU EXPERIENCE ANY DIFFICULTIES NAVIGATING AROUND THE SITE, PLEASE CALL US ON 01835 864866 FOR HELP! OUR ONLINE SHOP IS FULLY OPERATIONAL AND IS NOT AFFECTED BY THE WEBSITE CHANGES. YOU CAN SEARCH FOR THE PRODUCTS OF YOUR CHOICE THERE! SIMPLY CLICK ON THE 'TO SHOP ONLINE' MOVING LINK ABOVE TO BE REDIRECTED TO OUR ONLINE SHOP. IF YOU EXPERIENCE ANY DIFFICULTIES NAVIGATING AROUND THE SITE or GOING TO OUR ONLINE SHOP, PLEASE CALL US ON 01835 864866 FOR HELP! Our International number for calling from outside the UK is + 44 1835 864866. Customer Satisfaction
We are ISO 9001: 2000 registered and we conform with the quality management system prescribed by this international quality standard. We strive to fulfil or exceed our customers expectations, continually aiming to improve our services. Our key goal is to provide quality, choice and value to all our customers. Privacy and SecurityWe comply with the Data Protection Act 1998 and we store the minimum information needed to provide a good customer service and for further marketing purposes, such as introduction of new products and/or special offers. The information is kept securely and confidentially. We do not share, pass or disclose any customer data with/to other parties, unless required by law. Information we collect includes names, addresses, phone numbers and e-mail addresses where applicable. We do not see our customers credit/debit card detail when purchases are made on-line. We clear all payments by using secure HSBC terminal and consequently we do not store any credit card details on our files, as all refunds are also handled by the HSBC Secure ePayments. All card details presented to us by customers ordering by fax, letter or phone are destroyed immediately after their payment has been processed by the HSBC. Cookies are only used in our Online Shop to keep track of your shopping cart once you have selected an item, to store delivery address if the address book is used and to store your details if you select the 'Remember Me' Option. In accordance with the Privacy Policy & Electronic Communications Act passed into law on 11th December 2003, we do not send random marketing e-mails to personal e-mail addresses (spam). The manager responsible for security matters is Roy Wooldridge. Our Data Protection Registration Number is Z6792836. Trading Online We proudly subscribe to the SafeBuy Assurance Scheme, the Trusted Web Traders for web-based companies and we are a verified ISIS / IDIS merchant.
www.safebuy.org.uk/members/health/member407131.htm http://www.trustedwebtraders.com/index.html http://isis.imrg.org/screens/VerifyMerchantFrame.asp?guid=A748C2FB-7AAB-4CF0-B47D-F93DC1308C4E
We accept the following credit and debit cards:
Customer ServiceCustomer Helpline 01835 864866 will be open Monday to Friday 9.30 am – 4.30 pm, except for Bank Holidays. As we often work late and over the weekends - we are happy to accept calls any time between 8am and 10 pm including weekends. Calls are charged at the standard rate. Answer service is provided at all other times – leave your name and number and we will return your call as soon as possible. As a small company, we often work late into evenings and during weekends - longer than the above stated hours - and you may find that you can contact us outside the hours given above. If we are unable to take your call, we will return it at the earliest opportunity. Managers in charge of Customer Service are Fiona Gillie and Roy Wooldridge. FibreFresh Bespoke ServiceWe provide a bespoke “made to order” service for people with different requirements or special needs. We manufacture products on our premises and we can, under normal circumstances, dispatch bespoke orders within 5 working days from the confirmation of order. Please, call us to discuss your needs and we will endeavour to help you. There may be a small additional charge of £1 - £3 per individual “made to order” FibreFresh item to cover the costs of project management. This charge may be waived or reduced on multiple bespoke orders. Materials are charged at pro rata manufacturing costs (i.e. same way as we calculate costs for the routinely listed products and based on actual volume of materials used and time to make). Law does not require that we accept returns of bespoke items, but we will consider each case individually. Contact usWin Health Limited Brockhirst, Oxnam RoadJedburgh, TD8 6QN E-mail: sales@winhealth.co.uk Website: www.winhealth.co.uk Tel: 01835 864866 Fax: 01835 863238 ComplaintsIf for any reason you feel dissatisfied with your purchase or our service, please, contact us on 01835 864866. In our absence you can use our answering service and we will return your call as soon as possible. Alternatively, you can write to us at the above address, send us a fax or an e-mail. We acknowledge complaints within 5 working days and will endeavour to provide a solution within 7 working days. A written response will be provided on request. Complaints will be logged for internal monitoring purposes. Company registration number and VAT number provided below. FeedbackWe hope to meet our customers’ expectations and we welcome constructive feedback, suggestions or any other ideas that will help us to improve our products and services. E-mail Enquiries We endeavour to respond to received e-mail enquiries within 1 working day, when or if possible. CancellationsOrders can be cancelled within 14 working days after receipt of goods in accordance with the Consumer Protection (Distance Selling) Regulations 2000. Telephone cancellations should be confirmed in writing. Right to cancel does not apply to bespoke “made to order” items. Please note that 5% fee applies to all cancellations of purchases made online and by credit or debit card to cover the costs of non-returnable processing fee charged to us by the processing bank at the time of the original transaction/original purchase point. Similarly, 5% fee is charged on cancellations of goods paid by cheque to cover the costs of banking administration. Returns Policy· If products are found to be faulty on receipt, damaged during transit, found to be unfit for intended purpose, we will replace them at no extra cost or we will offer a refund. Pick up of faulty large and/or heavy goods would be arranged. · If products are returned due to change of mind, we will refund the cost of goods, excluding the cost of P&P and 5% commission fee charged by the payment processing bank when processing the original transaction as we cannot recover this fee. In the instance of "change of mind" returns, the customer is also responsible for covering the cost of return postage and ensuring safe return of all items to us. · We ask that items are returned in “unused” original condition and with their original packaging within 14 days of receipt. You must call us or e-mail us prior to returning the goods to us to obtain reference number. We endeavour to respond to received e-mails within 1 working day, when possible. Please note that if you intend to return the goods during the cancellation period, you have a 'duty of care' towards these goods and their packaging! Certain consumables and personal items, such as vaginal or anal probes, cosmetics, treatment creams, skin electrodes and sensors for STIMS, EMS and TENS units, pelvic floor exercisers, facial massagers, lasers, etc. are not returnable once the seal on their protective plastic packaging has been broken or opened. This is due to personal nature of such products and for hygiene reasons. Products made to special order, such as HipSaver Activs with more than just hip pads and special non standard sizes of bed pads, mattress protectors and waterproof bedding cannot be cancelled or returned. Educational resources, such as books or posters that are supplied as a complimentary "free" gift with purchases of certain categories of products must also be returned to us as supply of such items is conditional to the purchase and such items are an integral part of the merchandise that is returned. · You must call us or e-mail us before returning goods to obtain your return reference. · Ensure that your name and address, the invoice number and the returns number, if/when applicable, are quoted on all correspondence. · Obtain a proof of postage as if goods get lost in transit you will need to reclaim their value from the shipping company/Post Office/Royal Mail. Always return goods with "signature on delivery". · Refunds will be made via the same channels as original payments. · Refunds will be made within 30 days of cancellation. Other GuaranteesWe endeavour to provide quality goods and services and we replace faulty items or items damaged in transit. However, we cannot guarantee against damage or loss of effectiveness that arises through misuse or mistreatment of items, including disregard of washing and care instructions. User Instructions are enclosed with every product. Product Descriptions All weights, measurements and capacities are approximate and may vary +/- 5% from stated parameters. Shipping and Deliveries
UPS deliveries to the UK addresses are made on the next day after the pick up from our premises. All UPS shipments are tracked. If we have your e-mail address, you will receive your tracking number via e-mail and you can track the progress of your shipment yourself. Alternatively, if we do not have your e-mail address, contact us and we will give you the tracking number or check the progress of the shipment for you. When you purchase online, you will receive shipping details directly from the UPS via e-mail to the e-mail address given during the purchase process. If you order by phone, fax or by post, you will only be notified of your tracking number, if you provide us with your current valid e-mail address. Small and light purchases (i.e. skincare items, probes and sensors, books) are shipped via Royal Mail as first class letters and/or small packages 'signed for' on delivery. We endeavour to dispatch orders placed / purchases made before midday - 12 o'clock - during week days (Monday to Friday) on the same day. If for whatever reason shipping on the day of purchase is not possible, we endeavour to dispatch on the next working day. For deliveries in the UK - please note that orders dispatched on Friday may not be delivered till Monday. If there is an unexpected out of stock situation, we will notify you of the delay, giving you the choice to wait or to cancel your purchase. However, please note that any products that are out of stock have the shopping cart disabled in our online shop, thus making it impossible for these goods to be purchased on line. If you are purchasing by phone, the order clerk will tell you, if the goods are out of stock. For faxed and postal orders - we will notify you, if prolonged delays in shipping are expected. Bespoke “made to order” goods and goods that are shipped from storing warehouses (i.e. large items such as therapy couches) may take a little longer - when ordering such goods and if you are in any doubt as to estimated dispatch and delivery or need to receive your purchase before a given time deadline, please call us on 01835 864866 for clarification. Please note that we keep customers informed of all expected manufacturing or unexpected out of stock delays and re-confirm their interest in purchasing with an option to cancel, if long delay occurs. Recipient's signature may be required on delivery. Parcels are wrapped discreetly in plain packaging. Smaller items are posted in jiffy bags. We replace items lost in transit or offer a full refund of costs, including P & P. Cardholder's registered home address must always be stated, even if deliveries are to be made to a different address. Positive Delivery Experience
You can verify our ISIS / IDIS membership here: http://isis.imrg.org/screens/VerifyMerchantFrame.asp?guid=A748C2FB-7AAB-4CF0-B47D-F93DC1308C4E When you shop with Win Health Ltd. ONLINE and/or in any other way, you can expect the following:
Your responsibilities as a SHOPPER are as follows:
Packing and Shipping Costs to UK addresses £6.00 + VAT (£7.05) or less (based on weight of parcel) for UK orders to be delivered to UK addresses only. Details of P & P are clearly shown at the e-checkout before transactions are completed. Please note that different P & P charges apply when goods are shipped to other countries/continents - see paragraph below. Overseas Orders, Enquiries and Shipping Charges Our Online Shop is now configured to accept/process orders from many countries outside of the UK. VAT is not charged on goods purchased by customers from the outside of the UK and the European Community. VAT is charged on goods sold to the European Community countries. For the European Community countries same VAT exemption rules apply as when such goods are sold in the UK. Postage and shipping insurance to countries outside of the UK is charged at different rates than that for deliveries in the UK. Shipping charges are always shown in our Online Shop prior to the completion of the purchase - so that the customers are aware of the total cost of purchased goods and the shipping to be charged. Overseas orders are dispatched via the services of the Royal Mail. Signature is required upon delivery. You can check shipping charges that will be applied to your purchase by going to our online shop and placing a product of products in the online cart. As soon as you identify your chosen delivery destination on the drop down list of countries, the system will show you the shipping charge. All this happens before you complete all other details required for the transaction to proceed to its realisation. How to check shipping charges to different destination countries You can check applicable shipping costs/charges easily by placing a product or products of your choice in the shopping cart in our Online Shop and identifying the country of destination on the drop down menu. After clicking 'continue' or 'next' button, the cart will display the cost of shipping of the product(s) in the cart to the country of destination. This is an early stage of the purchase process and you are NOT required to disclose your identity or detailed address. Simply state the country of the shipping destination. You will not be required to proceed any further in your shopping process, if you choose not to. Customers residing outside the UK and EU as well as in Tax Free Zones (i.e. Channel Islands) please note that the VAT (tax applicable in the UK and other EU countries) will be deducted automatically from your purchase at the very last stage of your shopping in our Online Shop. If you live outside the UK and EU or in a tax free zone, you will NOT be charged any VAT! Same Returns Policy applies to the returns from overseas countries - please read Returns Policy above. Pricing We present prices in GBP (£). Up to date price list of our products can always be found on our website www.winhealth.co.uk We reserve our right to change prices without notice. Prices displayed in our Online Shop in US Dollars Please note that the prices displayed in US Dollars in our Online Shop are based on the average exchange rate. They are NOT based on a daily exchange rate that applies to purchases made on a given specific day. The price in US dollars displayed is ONLY for approximate pricing guidance. Please bear in mind that due to daily fluctuation of exchange rates, the actual prices in US Dollars may vary slightly. This is because your credit card provider will apply the daily exchange rate, which is appropriate on the day that you have purchased and paid for the goods via our Online Shop. Minimum Order Value There is no minimum order value. VAT on Incontinence ProductsAs permitted by legislation, we do not charge VAT on limited numbers (i.e. up to 50 re-usable bed pads or chairs pads) of incontinence items purchased for personal use by people or on behalf of people living independently (i.e. not in institutions such as nursing homes). We charge standard rate of VAT on all fluid proof bedding items as required by Inland Revenue regulations. We reserve our right to request a “purchase for personal use” declaration or a VAT relief certificate from chronically disabled. Institutional purchases are charged at the standard rate of VAT, even when made on behalf of individuals. Charitable organisations may be entitled to VAT free purchases. Standard rate VAT is added to trade purchases. VAT on other ProductsStandard rate of VAT applies to all other than incontinence products in our portfolio unless otherwise stated. P & P charges are shown inclusive of VAT. VAT on overseas orders VAT on products sold to the countries of the EC is charged at the standard 17.5% VAT rate. It is not charged on other overseas sales. People living in the EC countries can seek VAT exemption on some health relevant products upon declaring their disabilities or chronic illnesses and submitting a VAT exemption form. Products to which VAT exemption can be applied are identified on the website and in the Online Shop. VAT exemption form can be completed and submitted electronically. Legal GovernanceWe are a company incorporated in Scotland and the Scottish law governs contracts between third parties and us. Any disputes will be resolved in the Scottish Courts. Environmental PolicyWe endeavour to manufacture and deliver environmentally friendly products, simultaneously ensuring that our corporate and commercial activities are not detrimental to the internal or external environment. We encourage minimisation of wastage in terms of use of materials and energy and will always strive to reduce levels of refuse by re-using or recycling whatever practically possible. We use sufficient but not excessive packaging to ensure hygienic storage and safe deliveries of our products to our customers. Reserved Rights We reserve the right to refuse or cancel orders that we deem inappropriate or we are unable to deliver for any reason. Customers will be notified of our decision as soon as possible after the receipt of such orders. 5% cancellation handling fee will be deducted from refunds when products are purchased Online inappropriately - i.e. when we state clearly that a given product is not for sale or use in specific named countries or under specific conditions! HipSaver Product Exclusivity Please note that we supply the HipSaver and DermaSaver products only in the United Kingdom. If you need information about HipSavers or DermaSavers availability in other countries - please visit the website of the US manufacturer HipSaver, Inc. www.hipsaver.com Non-United Kingdom orders for HipSavers placed on line will be refused! We will cancel your order and refund your money! 5% cancellation handling fee will be deducted from your refund! Statutory RightsOur Terms and Conditions do not affect your statutory rights. POINT TO NOTE: Terms and Conditions for Business and Trade Customers will be supplied on request. Please, refer to the page entitled Trade Enquiries for more information. WIN Health Limited is a private limited company registered in Scotland at the above address in the Scottish Borders. Company registration number: SC 214595. VAT registration 763 0765 22. Data Protection Registration Number: Z6792836. DisclaimerIt is our intention to make our website interesting and useful to our customers and site visitors and we make every effort to keep the information up to date and correct in all aspects – text and visuals. As owners of this website, we reserve our right to modify, replace or delete any displayed information in accordance with changing or arising circumstances and at any time.
Whilst we endeavour to make the information as accurate as possible, we make no warranties or other assurances as to any of the content of this website, both expressed and implied, its precise accuracy, completeness and timing. To the full extent permissible by law, we disclaim all responsibility for any losses or damages (including, without limitation, financial loss, loss of profits, damages for loss in business projects and any other consequential damages) arising from the use of our site, any information displayed on it or any action or decision taken as a result of using this site. We also point to our visitors and customers that we are not responsible for or have any control over any materials or contents of external websites linked or hyperlinked from or to our site. By entering our website, our visitors expressly agree that any further use of information seen or downloaded from it or through it is at their personal discretion and at their own risk and we will not be responsible for any loss or damage that occurred, both directly and indirectly.
We advise our visitors that the information on our website is for educational and informative purposes only. No one should rely on this information to replace personal medical attention, diagnosis or hands-on treatment by a doctor. If you are in any doubt about using any of the products presented on our website due to your health condition - please consult your doctor as a priority to help you in making of a correct decision! Nothing on our website should be regarded as medically authoritative or complete. No one should disregard or delay any medical attention, medical advice or medical care because of information displayed on our website. Our website is not a substitute for consultations with medical or care professionals. The health related materials in this web site are in no way intended to replace the professional medical care, advice, diagnosis or treatment of a doctor. If you notice medical symptoms or feel ill, you should consult your doctor as soon as possible! We also advise our customers to consult their doctors or nurses before making any 'health relevant' decisions.
See all our products At a Glance! Click Here!
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enquiries@winhealth.co.uk with
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Secure Online
Payments handled by HSBC and WorldPay
Customer satisfaction is very
important to us. We endeavour to offer only the best quality products and we
back all items with our Customer Satisfaction Guarantee. We hope to assist our
customers in choosing the best products to fulfil their needs and to provide a
smooth and speedy service.
We ship
most purchases via the UPS to the United Kingdom addresses as well as to
most international destinations. 
