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Delivery:
Delivery is FREE on any order size or amount however to maintain our high level of service and to cover our costs, we do ask that you try and make your order above £75 excluding VAT. If this is not possible then we will happily dispatch your order free – whatever its size! Please note that some larger items of equipment may still incur a delivery charge especially if you require delivery to anything other than the ground floor – we will advise you what these charges may be as soon as we receive your order. There may also be additional carrier charges for highlands and islands which we have to pass on but will always make you aware before proceeding.
For information on the environmental considerations that went in to choosing how we pack goods, please click here

Returns and Discrepancies:
We aim to provide you with high-quality products and services. In the event that you need to return a product, we want to make the process as clear and straightforward as possible. Please note that in all situations, any discrepancies with your order must be reported to us within 3 working days of you receiving the goods. Please note: In all situations below, carriage for returns coming from Channel Island customers will need to be arranged via your own means.
Please read the following options carefully, as they cover the vast majority of return situations:
Faulty goods
If you receive a faulty item, please contact us immediately. We will run through some troubleshooting steps to determine whether the issue can be resolved. If the item is covered by a manufacturer warranty, we will contact the manufacturer on your behalf to arrange for a repair or replacement. Please note that we cannot make decisions on behalf of the manufacturer, but we will work to ensure that the process is as quick and hassle-free as possible.
Damaged in transit
If you receive a damaged item, please notify us immediately. We may ask for pictures of the damage in order to take this up with our courier. We will arrange return and replacement at our own cost.
Order discrepancy/picking error
If you receive an incorrect item or are missing an item from your order, please inform us within 3 days of receiving the goods. We will investigate the issue and rectify it at our own cost.
Ordered by mistake/no longer required
If you wish to return an item that you ordered by mistake or no longer require, it must be in its original packaging, unused, and in a resalable condition. If the item is a Hillcroft stock item, we charge a £10 collection fee. Alternatively, you can return the item at your own expense via post or parcel carrier, and we will credit the goods upon receipt. Please note if you choose to return the goods yourself and the goods arrive back to us damaged then we cannot take responsibility for this or for the lack of a credit as a result. Please ensure you pack all returning goods securely in a strong box to minimise damages. If the item was delivered directly from the manufacturer, we will need to contact them to find out about any additional restocking fees they may charge. We will inform you of any charges involved, and you can decide whether to proceed with the return.
Pharmaceutical products
Due to the regulation surrounding the storage and handling of pharmaceutical products, these items are non-returnable. The items that are included in this category are identified as ‘pharmaceutical product’ and shown in your basket at the checkout stage.

Cancellations:
If you wish to cancel your online order, please email or phone at the earliest opportunity as all orders are processed efficiently within our team and the sooner you let us know the better. You can cancel an order with us up to the point it has been despatched (left our warehouse), after which we incur delivery charges and will need to pass these on to you along with a collection charge from your premises. If a cancelled order gets this far there will be an all in cancellation charge of £15.00 to cover the administration and charges to get the parcel back here to our warehouse. Cancellations before this point will not incur any charges.

That's a good question!!!

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