Delivery and Returns

Our no-quibble satisfaction guarantee

We want you to be completely satisfied with the products you purchase on, which is why we offer a no-quibble money-back promise. If you're not entirely happy with your purchase, please return them to us for a full refund within the first 30 days. Please see the terms below for further details.

Delivery times

  • We work very hard to deliver your order promptly and will aim to deliver all items within 3 working days. As an example, this means that if your order is received by 2pm on a Monday then you should receive it by Thursday, whereas if the order was received after 2pm it would be delivered by Friday. Please contact us directly if you would like a faster delivery, which would have an extra charge.
  • Many of our deliveries are sent directly from the manufacturer, so if your order comprises items from one manufacturer they should all be shipped together. However, if there are multiple manufacturers involved, then you should expect multiple deliveries. If an item is out of stock we will advise you of this and endeavour to supply the item as soon as possible.
  • Delays do sometimes occur due to unforeseen circumstances, so if for some reason your parcel hasn't arrived within 7 working days, please contact us via email: [email protected] or alternatively, you can call us on: 0161 974 7189 (lines open between 9:00 and 17:30, Monday to Friday).

Packing, carriage & handling charges

Standard delivery is £4.50 inc. VAT (£3.75 ex. VAT) within the United Kingdom.  Please contact us if you are looking for a delivery outside of this area, or if you would like a non-standard delivery service.

Warranty & returns policy

We know that you will be pleased with your purchases from, but if things do go wrong, we have negotiated a minimum of 12 months warranty for every product we sell, and in some cases longer warranty periods are provided, this is shown clearly in the detailed product descriptions. However, there may be occasions when you will need to return items to us.

Our return address is: Telmenow Returns, Protelhealth Ltd, Stockport Business and Innovation Centre, Broadstone Mill, Broadstone Road, Stockport, SK5 7DL, United Kingdom.

Non-receipt of items

If you have not received your items please let us know within 7 days from the estimated delivery date. Once we know you have not received your item we will investigate the matter fully, both internally and with our carriers.

Items damaged in transit

If any items are damaged in transit, we ask that you report it to us within 7 days of receiving your item. If the items are visibly damaged on receipt, it's best to sign the carrier's delivery note accordingly. Items should be returned in their original packaging complete with all accessories and documentation. Once we have received the items, we will issue a replacement or full refund to you via your original payment method, and reimburse your reasonable return carriage costs.

Items faulty on arrival

If your items are faulty on arrival, you have 30 days in which to inform us of the fault. Please contact us first so that we can advise you of the correct address to send the item back. Items should be returned in their original packaging complete with all accessories and documentation. Once we have verified the fault, we will issue a replacement or full refund to you via your original payment method, and reimburse your reasonable return carriage costs. We test returned items, and if a returned item is found not to be faulty by our technicians, we will return the item to you, in this instance you will be liable for the return carriage.

Items faulty in warranty period

If any of your purchases develop a fault, and it has been more than 30 days since receipt, then provided your item is within its warranty period, you are entitled to a warranty repair. Please contact us to arrange this.

If you change your mind

If you have simply changed your mind about any item ordered and you wish to return it, then in line with the Consumer Contracts Regulations you can do so, provided you inform us of your decision within 30 days of receipt. The item must not be used and must be 'as new' with all original packaging and documentation when returned to us. Once you've informed us that you wish to return goods you have 14 days to do so, and postage will be at your own expense (please obtain proof of postage with appropriate insurance cover) . Once the item is received at, we'll issue a full refund for the product to your original payment method. You can request a return using our easy to use, online returns form here.

Unfortunately, we cannot offer a refund on certain items unless faulty, this is for hygeine reasons and is shown clearly in the detailed product descriptions.

Service cancellation

You also have the right to cancel an order for services (such as installation and monitoring) within 14 days, but if the services have already been performed then you will no longer be able to cancel the order. If you wish to cancel services after 14 days then you must provide us with a minimum of one month’s notice, except for some services which have a longer minimum contract period, in which case the contract will run until the end of the minimum period. You can email us at [email protected] or use our online form (here) to notify us of cancellation of service contracts.

In addition to this policy you should also refer to our general Terms and Conditions of Website Supply.