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For orders that are 'Awaiting Dispatch' it may be possible to cancel your order before it is dispatched. Please contact us as soon as possible after placing the order.  If your order has already been shipped please follow the relevant instructions below.

You have the right to cancel your contract with Premier Healthcare & Hygiene Ltd within 14 days without giving any reason.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right to cancel, you must inform us of your decision to cancel this contract in writing using one of the following methods:

  • By post:  Please write to:  Premier Healthcare & Hygiene Ltd, 9 Halifax Court, Dunston, Gateshead, NE11 9JT
  • By fax: Please send your fax to 0191 4611 788
  • By Email:  Please send your email to 

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

We will provide you with a Returns Authorisation Number which will need to be clearly marked on the outside of the parcel and on a Returns Form which can be placed inside or attached to any package you return.

Please download a Returns Form by clicking here and printing the document.



If you cancel your contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

Goods should be returned as sold, in the original packaging and in resalable condition.  We suggest when returning goods you use protective outer packaging.  The return package is your responsibility until it reaches us therefore we recommend, for security purposes, that you send the package by recorded delivery that insures you for the value of the goods.  Please keep a record of proof of postage with tracking number if available.

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.  We will make the reimbursement without undue delay, and not later than—

(a) 14 days from the day you return any goods supplied, or provide evidence that you have returned them, or

(b) if there were no goods supplied,14 days from the day on which we are informed about your decision to cancel this contract. 

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.”

You shall send back the goods to Premier Healthcare & Hygiene Ltd, 9 Halifax Court, Dunston, Gateshead, NE11 9JT, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.  

Unless the item is faulty or incorrect due to an error by Premier Healthcare & Hygiene Ltd, the cost of returning the item to us is your responsibility.  You will have to bear the direct cost of returning the goods.

Some products are made to order and are shipped directly from the manufacturer.  If you wish to return these items without a fault a restocking fee may be applied.  Please contact our customer service team for more information on 0191 4611 788.

Due to the nature of our customers businesses, we regret we cannot accept returns of some non-faulty products if:

•The item is a specially manufactured product.

•The item is single use in nature or a personal product (eg specula, needles, syringes, continence products and nebulisers).

Premier Healthcare & Hygiene Ltd
Returns Department
9 Halifax Court
NE11 9JT
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs. Please note that items that are damaged as a result of wear and tear are not considered to be faulty.
If your item is faulty, we can offer alternatives such as repair or exchange. For more information, please contact our Sales team on 0191 4611 788.
In the case of faulty goods or incorrectly supplied goods due to an error by Premier Healthcare & Hygiene Ltd, where required we will arrange a collection free of charge or postage will be refunded if organised by the customer. 
For some items we may ask the manufacturer to contact you directly to establish the nature of the fault.  Depending on the fault and warranty status of the item,  we will then either organise a repair or replacement of the item wherever possible.  When products are past their warranty or repairs are outside the warranty terms a charge may occur.
Should you need to raise a return for any reason please contact our Sales team on 0191 4611 788 for a returns authorisation number.

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