Terms and Conditions

Last updated: January 2026

These Terms and Conditions govern all sales made by caresupplies.co.uk. By placing an order, you agree to be bound by these terms. Please read them carefully before purchasing.

1. Definitions

1.1 "caresupplies.co.uk", "we", "us" or "our" refers to the trading name of NCL Limited, a company registered in England and Wales (Company Number 07770335), whose registered office is at 2A Royal Street, Barnsley, South Yorkshire, S70 2ED. VAT Registration Number: GB 167 2842 86.

1.2 "Consumer" means an individual acting for purposes wholly or mainly outside their trade, business, craft or profession.

1.3 "Business Customer" means any customer who is not a Consumer, including sole traders, partnerships, limited companies, public sector bodies, charities and care providers purchasing for operational use.

1.4 "Goods" means the products and equipment listed in our catalogue or on our website.

1.5 "Services" means LOLER inspections, equipment servicing, repairs, installations, training and any other services we provide.

1.6 "Working Day" means Monday to Friday, excluding bank holidays and public holidays in England.

1.7 "Order" means your request to purchase Goods or Services from us, whether placed online, by telephone, email or in writing.

2. Contract Formation

2.1 All Orders are subject to acceptance by us. A contract is formed only when we dispatch the Goods or confirm acceptance of your Order in writing, whichever occurs first.

2.2 We reserve the right to refuse any Order at our sole discretion, including but not limited to Orders where:

• We cannot verify payment or delivery details
• The Goods are unavailable or discontinued
• A pricing or product description error has occurred
• We suspect fraudulent activity
• The customer has an outstanding debt or history of payment default
• The customer has previously abused our returns policy

2.3 These Terms and Conditions prevail over any terms proposed by the customer. No variation shall be binding unless agreed in writing by a director of NCL Limited.

2.4 By placing an Order, you confirm that:

• All information provided is accurate and complete
• You are authorised to make the purchase
• The payment method used is yours or you have authority to use it
• Sufficient funds or credit are available

3. Prices and Payment

3.1 Prices are as quoted on our website or in our written quotation at the time of Order. All prices are in pounds sterling.

3.2 Prices for Business Customers are exclusive of VAT unless stated otherwise. Prices for Consumers include VAT where applicable.

3.3 We reserve the right to change prices at any time without notice. Price changes do not affect Orders already accepted.

3.4 Payment is required in full before dispatch unless a credit account has been approved in writing. Credit account terms require payment within 30 days of invoice date.

3.5 We reserve the right to charge interest on overdue accounts at 8% above the Bank of England base rate, plus reasonable debt recovery costs in accordance with the Late Payment of Commercial Debts (Interest) Act 1998.

3.6 We may suspend or cancel any Order or credit facility if payment is overdue on any account.

3.7 Chargebacks and Payment Disputes: If you initiate a chargeback or payment dispute that we reasonably believe to be fraudulent or unjustified, we reserve the right to:

• Suspend your account and refuse future Orders
• Report the matter to fraud prevention agencies
• Pursue recovery of the debt plus all associated costs
• Take legal action to recover losses

4. Delivery

4.1 Delivery charges are calculated based on delivery location, weight and dimensions. Our standard UK mainland delivery charge applies only to Zone 1 as shown on our delivery information page.

4.2 Orders to locations outside Zone 1, including Scottish Highlands, Northern Ireland, Isle of Man, Channel Islands and international destinations, require a delivery quotation before order processing.

4.3 If you select an incorrect delivery option, your Order will not be processed until the correct charge is applied. Refunds for cancelled Orders due to incorrect delivery selection will incur an administrative fee of £2.50.

4.4 Delivery dates are estimates only. We will use reasonable endeavours to meet estimated delivery dates but time is not of the essence. We are not liable for delays caused by circumstances beyond our reasonable control.

4.5 If delivery is delayed, we will contact you with a revised estimate. Consumers may cancel if the revised date is unacceptable. Business Customers may cancel only if delivery is delayed by more than 30 days beyond the agreed date, by giving written notice before dispatch.

4.6 Risk: Risk of loss or damage passes to you upon delivery to the specified address, or to a person authorised by you to accept delivery, or to a safe place nominated by you.

4.7 Title: Ownership of Goods remains with NCL Limited until payment is received in full. Until title passes, you must store the Goods separately and not remove any identifying marks. We may recover Goods for which payment is overdue.

4.8 Delivery Acceptance: You must ensure someone is available to accept delivery during the delivery window. If delivery fails due to no one being available, redelivery charges will apply.

4.9 Inspection on Delivery: You must inspect Goods upon delivery and note any visible damage or shortage on the delivery documentation. Failure to do so may affect your ability to claim.

4.10 Reporting Damage or Shortages:

• Business Customers must report damage or shortages in writing within 48 hours of delivery
• Consumers must report damage or shortages within a reasonable period
• Claims reported outside these periods may be rejected

4.11 Failed Collections: If you are not available for an arranged collection and we incur wasted journey costs, these will be charged to you.

5. Cancellation Rights

Business Customers

5.1 Business Customers have no automatic right to cancel Orders once accepted. Many Orders are processed and dispatched within hours of receipt.

5.2 We may, at our absolute discretion, agree to cancel an Order if requested before dispatch. A cancellation fee of 25% of the Order value (minimum £25) will apply to cover administrative and processing costs.

5.3 Orders for bespoke, customised, special-order or made-to-measure items cannot be cancelled under any circumstances.

Consumers

5.4 Consumers have the right to cancel distance contracts within 14 days of receiving the Goods, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

5.5 To cancel, you must inform us of your decision by a clear written statement (email, letter or our returns form) before the cancellation period expires.

5.6 You must return the Goods to us within 14 days of notifying cancellation. You are responsible for the cost of return shipping unless the Goods are faulty or incorrect.

5.7 We will refund the purchase price and original standard delivery cost within 14 days of receiving the returned Goods, or proof of return, whichever is earlier. We may deduct an amount for any diminished value resulting from handling beyond what is necessary to establish the nature and characteristics of the Goods.

5.8 Exceptions: The Consumer cancellation right does not apply to:

• Sealed goods which are not suitable for return for health or hygiene reasons, once unsealed
• Goods made to your specification or clearly personalised
• Goods which deteriorate or expire rapidly
• Sealed audio, video or software once unsealed
• Services fully performed with your prior consent

6. Returns and Refunds

Faulty Goods

6.1 If Goods are faulty, defective, or not as described, please contact us within 30 days of delivery to arrange a return. We will repair, replace or refund at our discretion in accordance with your statutory rights.

6.2 For faults discovered after 30 days but within 6 months, we may offer repair in the first instance. If repair is unsuccessful, we will offer replacement or refund.

6.3 For faults discovered after 6 months, you must demonstrate the fault was present at delivery. We may request inspection or evidence before accepting a return.

Returns Process

6.4 All returns require prior authorisation. Contact us to obtain a Returns Authorisation Number (RAN). Returns without a RAN may be refused or delayed.

6.5 Goods must be returned in original packaging, complete with all accessories, documentation and components. We recommend using tracked, insured delivery as we cannot accept liability for items lost or damaged in transit.

6.6 If Goods returned as faulty are tested and found to be in full working order, we will return them to you at your cost, plus a testing fee of £25.

Business Customer Returns (Non-Faulty)

6.7 Business Customers have no automatic right to return non-faulty Goods. We may, at our discretion, accept returns of unopened, unused Goods in original packaging within 14 days of delivery, subject to:

• A restocking fee of 35% of the invoice value
• Return shipping at the customer's expense
• Prior written authorisation

6.8 We do not accept returns of:

• Opened, used, installed or assembled items
• Items without original packaging
• Hygiene products, PPE or consumables
• Special-order, bespoke or customised items
• Clearance, ex-display or liquidation stock
• Items marked non-returnable at point of sale

7. Warranties

7.1 Goods carry the manufacturer's warranty as stated in the product documentation. Warranty claims should be directed to the manufacturer in the first instance. We will provide contact details and reasonable assistance.

7.2 Warranties do not cover:

• Normal wear and tear
• Damage from misuse, accident, neglect or improper storage
• Unauthorised modification, repair or servicing
• Use contrary to manufacturer's instructions
• Cosmetic damage not affecting function
• Consumable components (batteries, filters, etc.)

7.3 For Business Customers, except as expressly stated, all implied warranties and conditions are excluded to the fullest extent permitted by law. Goods are not warranted as fit for any particular purpose unless expressly agreed in writing.

8. Services

8.1 Services including LOLER inspections, equipment servicing, repairs, installations and training are subject to separate quotation and scheduling.

8.2 We will perform Services with reasonable skill and care to a standard expected of a competent professional in the industry.

8.3 Service work is warranted against defects for 30 days from completion. This warranty covers only our workmanship, not pre-existing faults, subsequent damage, or parts not supplied by us.

8.4 We are not liable for equipment faults, failures or non-compliance discovered during inspection. Our role is to inspect and report; remedial work is quoted separately.

8.5 Cancellation of scheduled Services within 48 hours of the appointment incurs a cancellation fee of 50% of the quoted price. Same-day cancellations or no-access visits are charged at 100%.

9. Limitation of Liability

9.1 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any liability that cannot be excluded by law.

9.2 Business Customers: Subject to clause 9.1, our total liability in contract, tort or otherwise shall not exceed the price paid for the specific Goods or Services giving rise to the claim.

9.3 Business Customers: We shall not be liable for any indirect, consequential, special or economic loss, including but not limited to:

• Loss of profits, revenue or anticipated savings
• Loss of business or contracts
• Loss of goodwill or reputation
• Loss of data
• Business interruption
• Third-party claims

9.4 Consumers: Our liability to Consumers is limited to the purchase price of the Goods or Services, except for liability that cannot be excluded by law.

9.5 We are not liable for any loss arising from reliance on information, advice or recommendations unless provided in writing by a director of NCL Limited.

10. Product Information

10.1 We make every effort to ensure product descriptions, images, specifications and prices are accurate. However, errors may occur.

10.2 Images are for illustration only. Actual products may vary in colour, size or specification. We recommend checking specifications before ordering.

10.3 If we discover an error in the price or description of Goods you have ordered, we will contact you to offer the correct price or cancel with a full refund. We are not obliged to supply Goods at an incorrect price, even after acceptance.

10.4 We reserve the right to supply Goods with minor variations in specification where manufacturers make changes. If changes are material, we will notify you and offer cancellation.

11. Intellectual Property

11.1 All trademarks, product names and company names displayed on our website are the property of their respective owners and are used for identification purposes only.

11.2 All content on our website, including text, images, graphics and software, is the property of NCL Limited or licensed to us and is protected by copyright. You may not reproduce, distribute or commercially exploit any content without our written permission.

12. Force Majeure

12.1 We are not liable for failure or delay in performing our obligations due to circumstances beyond our reasonable control, including but not limited to:

• Acts of God, fire, flood, storm, earthquake or natural disaster
• Epidemic, pandemic or public health emergency
• War, terrorism, civil unrest or threat thereof
• Government action, sanctions, embargoes or regulatory changes
• Strikes, industrial action or labour disputes
• Failure of suppliers, subcontractors or transport providers
• Power failure, IT system failure or cyber attack
• Shortage of materials, components or labour

12.2 If force majeure continues for more than 30 days, either party may terminate the affected Order with a full refund of payments made.

13. Data Protection

13.1 We process personal data in accordance with UK GDPR and the Data Protection Act 2018. Our Privacy Policy, available on our website, explains how we collect, use and protect your data.

13.2 By placing an Order, you consent to us processing your data as necessary to fulfil the contract, including sharing with delivery partners, payment processors and, where relevant, manufacturers for warranty purposes.

13.3 We may use your contact details to send service communications relating to your Order. Marketing communications require your separate consent and you may opt out at any time.

14. Account Suspension and Termination

14.1 We reserve the right to suspend or terminate your account and refuse Orders if you:

• Breach these Terms and Conditions
• Provide false or misleading information
• Engage in fraudulent activity or suspected fraud
• Abuse our returns policy or staff
• Initiate unjustified chargebacks or payment disputes
• Fail to pay amounts due
• Become insolvent or enter administration, liquidation or bankruptcy

14.2 Suspension or termination does not affect our right to recover any outstanding debts or pursue legal remedies.

15. Insolvency

15.1 If you become insolvent, enter administration, liquidation, bankruptcy or make arrangements with creditors, we may immediately:

• Cancel any outstanding Orders without liability
• Suspend deliveries
• Demand immediate payment for all Goods delivered
• Recover Goods for which payment has not been received

16. Disputes and Complaints

16.1 We aim to resolve complaints promptly and fairly. Please contact our customer service team in the first instance.

16.2 We will acknowledge complaints within 2 Working Days and aim to resolve within 10 Working Days. Complex issues may take longer, and we will keep you informed of progress.

16.3 If we cannot resolve a dispute, Consumers may be entitled to use the UK Online Dispute Resolution platform or alternative dispute resolution services.

16.4 Business Customers agree that disputes shall be resolved by negotiation in the first instance. If unresolved within 30 days, either party may refer the dispute to arbitration under the Arbitration Act 1996, or pursue legal action.

17. General

17.1 These Terms and Conditions represent the entire agreement between us. No prior representations, warranties or agreements shall apply.

17.2 We may update these Terms and Conditions at any time. The version in force at the time of your Order applies to that Order.

17.3 If any provision is held invalid or unenforceable, the remaining provisions continue in full force.

17.4 Our failure to enforce any provision does not waive our right to enforce it later.

17.5 You may not assign or transfer any contract with us without our written consent. We may assign our rights and obligations to any successor business.

17.6 No third party has any rights under these Terms pursuant to the Contracts (Rights of Third Parties) Act 1999.

17.7 Notices must be in writing and sent to the addresses shown on our website (for us) or your registered account address (for you). Email is acceptable for routine communications.

17.8 These Terms and Conditions are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, except that Consumers may bring proceedings in their local courts if resident in Scotland or Northern Ireland.

18. Contact Us

For queries regarding these Terms and Conditions, please contact:

caresupplies.co.uk
A trading name of NCL Limited
2A Royal Street
Barnsley
South Yorkshire
S70 2ED

Company Number: 07770335
VAT Registration: GB 167 2842 86

Email: cs@ncl-ltd.co.uk
Telephone: 020 3355 1985