Terms & Conditions


These terms and conditions will apply to all transactions placed online with Patient Choice Direct. Please read carefully before placing any order. All contracts shall be governed by and construed in accordance with English Law and any dispute between us will be resolved exclusively in the courts of England and Wales. Nothing in these terms and conditions will be deemed to affect your statutory rights.

By using this site, you are agreeing to these terms and conditions.


Name: Patient Choice Direct Limited

Registered office address: B1 Westpark, Chelston, Wellington, England, TA21 9FN

Phone Number: 01823 246 803

E-mail: admin@patientchoicedirect.com

Registered in England and Wales: 10367113

VAT registration number: 254184211


We are pleased to accept online order transactions via secure server using a debit or credit card. All credit / debit card transactions are subject to validation checks and are authorised by the card issuer. We accept MasterCard, Visa, Delta, Switch, Maestro and American Express. If the issuer of your card refuses to authorise payment to us, we will not be liable for any delay and / or non-delivery of your order. No orders will be accepted or processed without a valid card payment in the name of the registered cardholder.

The UK web price includes VAT at 20%. See VAT exemption details below.


You are deemed to place an order with us by ordering via our online checkout process. We will send you an order acknowledgement by email, detailing the products you have ordered.

Our acceptance of an order takes place when we dispatch the order to the customer. When we dispatch the order the purchase contract will be made even if your payment has been processed immediately unless we have notified you that we do not accept your order or you have cancelled your order for any reason.

We may refuse to accept an order:

· Where goods are not available

· Where we cannot obtain authorisation for your payment

· If there has been a pricing or product description error

· If you do not meet any eligibility criteria set out in our terms and conditions

· If we believe your order is for commercial or other non-domestic concerns.

Please see our terms on customised and made to measure products below.


Patient Choice Direct accepts major credit and debit cards including Visa, Mastercard, Switch, Delta and American Express through our payment service provider. All credit card details are secured with 128-bit encrypted sessions and all sensitive information is stored on a heavily encrypted database that is protected by multiple government approved firewalls. You may send your credit card information via phone, post or over the Internet.

We would like you to be confident about ordering online. We use secure socket layer (SSL) technology to ensure that your details are safe and the information you provide is fully encrypted so that it cannot be read by third parties. Your browser will confirm that you are shopping in a secure environment by showing a locked padlock icon or an image of a key in the URL bar at the top of your screen. If you have any questions about security at our website, you can send an email to admin@patientchoicedirect.com.


While every effort is made to ensure the pictures, colours and descriptions depicted on the site match as closely as possible those of the actual product, due to technical limitations, some colours may vary.

Prices, product descriptions and specifications are checked to the best of our ability, and while every effort has been made to make them accurate, no responsibility will be accepted for errors and omissions.

Any information displayed on our web site(s) or other printed matter by us is not regarded to be authoritative or certified as the best practice and is only considered to be useful supplementary advice to other certified codes of practice. All information on our website is updated regularly, and reflects manufacturer information at the time it is put on our website.

We reserve the right to alter our prices and specifications without notice. Product(s) may undergo changes to reflect relevant laws and regulatory requirements; such as minor

technical adjustments and improvements. These changes should not affect your use of the product.


All items supplied to the customer remain the property of Patient Choice Direct until final payment of all sums owing in respect of those goods has been received in full by us. 


All prices are shown in pound sterling (£) and are inclusive of UK VAT at the current rate unless clearly stated.

Some of the products which can be purchased from this website are available for an eligible person to purchase without paying VAT on them. HM Revenue and Customs sets out the conditions when such products and appliances might be free of VAT and how to claim exemption from paying VAT on these products.

Products a can only be exempt from VAT when all the following conditions are met:

  1. The customer is eligible to purchase supplies at the zero rate.
  2. The goods are for the personal or domestic use of the customer.
  3. The goods and services are eligible to be supplied at the zero rate.

A more detailed explanation of each of these conditions is given below, but you should visit HMRC’s website fully understand the conditions which are set out in VAT notice 701/7 (December 2014) - VAT reliefs for disabled people. You can also call the HMRC helpline 0300 123 1073. (8.00am to 5.00pm Monday to Friday). Other options for contacting HMRC can be accessed here.

The product must be being purchased for someone who is chronically sick or disabled.

A person is ‘chronically sick or disabled’ if they are a person:

· with a physical or mental impairment which has a long-term and substantial adverse effect upon his/her ability to carry out everyday activities;

· with a condition which the medical profession treats as a chronic sickness, such as lymphoedema; or

· who is terminally ill.

You don't have to buy the products on this website in person. If a family member, friend or carer buys the products for you, then you won't be charged VAT.

What counts as personal or domestic use? Personal or domestic use means that the goods or services are supplied for your own private use, rather than for business purposes, and must be just for your own use - not for use by anyone else, or chronically sick or disabled

people in general. However, if you and your partner are both chronically sick or disabled and you buy goods or services for both of you to use, then you won't have to pay VAT.

Not all products sold  are eligible for VAT relief and can be purchased this way. 

How to claim: We provide a link to our VAT relief form on this website to provide an online declaration of your VAT relief status. You must tick the box to state you wish to claim VAT relief on the eligible product and complete in full the reason by which you are 'chronically sick or disabled', including your name, order number and contact details. If possible the person making the claim should complete this form, but a family member, carer or medical professional may complete the form on the claimants behalf. To submit the claim for processing your VAT relief refund, press the "submit" button once all required details have been completed. On successful submission, a message will be displayed to confirm your VAT relief form has been sent to us. We will aim to process your VAT relief refund within 1-5 business days back to your chosen payment method used to place the order. We manually check all VAT relief forms submitted for eligibility and will be in contact regarding your eligibility if needed.

It is necessary to complete a separate claim form each time a qualifying product is purchased from Patient Choice Direct.


Patient Choice Direct are committed to protecting and respecting your privacy and the security of your personal information. Our Privacy Policy (together with our Terms and Conditions and any other documents referred to on it) sets out the basis on which any personal data we collect from you, or that you provide to us, will be used by us. Please read the policy carefully to understand our views and practices regarding your personal data and how we will treat it. By visiting patientchoicedirect.com you are accepting and consenting to the practices described in this policy.

You can view our full Privacy Policy here.


If you wish to comment or complain about any aspect of your dealings with us please write to Patient Choice Direct, B1 Westpark, Chelston, Wellington, England, TA21 9FN.

Phone Number: 01823 246 803

E-mail: admin@patientchoicedirect.com

We will reply within five working days of receipt.


All rights, including copyright, on this website are owned by or licensed to Patient Choice Direct. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non-commercial use is prohibited without our permission. You may not modify, delete, distribute or post anything on this website for any purpose. Reproduction strictly by permission only.


Due to the nature of product supply from manufacturers, we are unable to guarantee delivery times. Where a product is in stock these terms will apply. Where products are subject to customisation or delay from a manufacturer we will advise you.

If you have selected our 'standard delivery' option, we will endeavour to ship orders received before 12pm the same working day (stock permitting). Orders after 12pm on Friday will be dispatched the next working day. It is our aim to deliver to you within 5-10 working days of the receipt of your order.

Saturdays, Sundays and all Bank Holidays are classed as non-working days. All our delivery dates are estimates and we cannot guarantee specific deadlines. Please note, we cannot be held responsible for any third-party involvement where delays occur to deliveries.

We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

Our products are shipped from the UK. For international orders, you may be liable to pay additional import fees or taxes when receiving your goods to release them.

For any lost or stolen parcels where proof of delivery has been provided by the courier, we can only refund in the form of a gift card and would be unable to offer a replacement under these circumstances.

Free P&P:

Free P&P promotions are valid for UK mainland only, and are subject to a total net purchase amount. We reserve the right to vary this amount from time to time. The current promotion will be shown on our delivery page.


Our Returns policy

This returns policy applies to standard products. For customised/made to measure products please see below. You have 30 days from receipt of your order to make a return.

Products must be returned unused and in the original condition they were received, with tags attached and in original packaging. We reserve the right to refuse a refund if goods are not returned in a saleable condition or are damaged.

Refunds are processed via the original payment method. Please note that we do not offer exchanges. If you would like to make a replacement order, you can do so via our website.

If your order arrives damaged, incorrect, not as described, or develops a fault, please follow contact us. Do not return any items before contacting our Customer Experience team, as this may slow down the process and we may not require a return.


Patient Choice Direct cannot be held responsible for any disruptions to our services that are beyond our reasonable control. We will do everything in our power to correct any disruption to our service.

We attempt to be as accurate as possible when describing products on the website; however, to the extent permitted by applicable law, we do not warrant that product descriptions, colours or other content available on the website are accurate, complete, reliable, current, or error-free. Patient Choice Direct cannot be held responsible for marginal differences in products supplied.

Any products and services, and any samples thereof, we may provide to you are for personal use only. You may not sell or re-sell any of the products or services, and any samples that you receive from us.


Scope: At Patient Choice Direct, we offer a range of customised and made-to-measure products specifically designed to meet individual patient needs. These products are crafted to each patient's unique specifications.

Non-Refundable Policy: Due to the bespoke nature of customised and made-to-measure products, we are unable to offer a refund or exchange for these items once they have been produced, unless they are defective. This policy is consistent with your statutory rights.

Quality Assurance: We engage in detailed communication with you to understand and confirm your specific requirements before ordering your customised or made-to-measure product. 

Order Confirmation: After you place an order for a customised or made-to-measure item, you will receive a confirmation detailing your specified requirements. Please review this confirmation for accuracy, as changes post-production commencement may not be feasible.

Cancellation Policy: Should you need to cancel your order for a customised or made-to-measure product, please do so within 24 hours of order placement. Beyond this period, production may have begun on your product, and cancellation may no longer be possible.

Defective Products: If your customised or made-to-measure product is defective or fails to meet the agreed specifications, contact us immediately. We will investigate the issue and confirm any details with you.

Customer Service: For inquiries or support regarding our customised and made-to-measure products, please reach out to our Customer Experience team at admin@patientchoicedirect.com. We are dedicated to ensuring your complete satisfaction with our products.

This policy is a component of our wider Terms and Conditions and is subject to change without prior notice. We recommend regular visits to our website for the latest updates.



We may occasionally carry out security checks and have the right to refuse access to our website should we consider it necessary.


The website may be used only for lawful purposes and in a lawful manner. You agree to comply with all applicable laws, statutes and regulations regarding the website and any transactions conducted on or through the website.


While we will use reasonable endeavours to verify the accuracy of any information we place on the Website, we make no warranties, whether express or implied in relation to its accuracy. The website is provided on an "as is" and "as available" basis without any representation or endorsement made and we make no warranties of any kind, whether express or implied, in relation to the website, or any transaction that may be conducted on or through the website including but not limited to, implied warranties of non-infringement, compatibility, security, accuracy, conditions of completeness, or any implied warranty arising from course of dealing or usage or trade.

We make no warranty that the website will meet your requirements or will be uninterrupted, timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the Website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the website.

To the fullest extent permissible under applicable law, we disclaim any and all warranties of any kind, whether express or implied, in relation to the Products. This does not affect your statutory rights as a consumer, nor does it affect your Contract Cancellation Rights.

We will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Conditions for:

  • any economic losses (including without limitation loss of revenues, profits, contracts, business or anticipated savings); or
  • any loss of goodwill or reputation; or
  • any special or indirect losses suffered or incurred by that party arising out of or in connection with the provisions of any matter under the Conditions.

Nothing in the Conditions shall exclude or limit our liability for death or personal injury resulting from our negligence or that of our servants, agents or employees.


If any part of the Conditions shall be deemed unlawful, void or for any reason unenforceable, then that provision shall be deemed to be severable from the Conditions and shall not affect the validity and enforceability of any of the remaining provisions of the Conditions.


No waiver by us shall be construed as a waiver of any proceeding or succeeding breach of any provision.


Each provision of the Conditions shall be construed as separately applying and surviving even if for any reason one or other of those provisions is held to be inapplicable or unenforceable in any circumstances.


These Conditions govern our relationship with you. Any changes to these Conditions must be in writing and signed by both parties. In this way, we can avoid any problems surrounding what Patient Choice Direct and you are expected to do. You confirm that, in agreeing to accept the Conditions, you have not relied on any representation save insofar as the same has expressly been made a term of these Conditions and you agree that you shall have no remedy in respect of any representation. Your Statutory Rights are not affected by these terms and conditions. Nothing in this Clause shall limit or exclude our liability in respect of any fraudulent or negligent misrepresentation whether or not such has become a term of the Conditions.


The Conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.


We have taken great measures to ensure that your visit to our website is an excellent one and that your privacy is constantly respected. If you have any questions, comments or concerns, please contact us: Patient Choice Direct, B1 Westpark, Chelston, Wellington, England, TA21 9FN.

Phone Number: 01823 246 803

E-mail: admin@patientchoicedirect.com