Terms and Conditions

 

Please see below for our Terms and Conditions as well as other important information including our downloadable forms.

About BES Healthcare Ltd

 

BES Healthcare Ltd is committed to providing each customer with the highest standard of customer service. 

 

BES Healthcare Ltd specialise in providing market-leading services, assistive technology and equipment sourced from around the world to improve directly or indirectly the health of individuals across the UK.  

 

Established in 1993 as ‘Better Ergonomic Seating’, BES Healthcare Ltd has grown to become a company that offers a broad range of products and services which have led it to become respected in its industry.  

Terms & Conditions

 

These terms of use govern your use of our website to buy products from BES; by using our website, you agree to these terms of use in full. If you disagree with these terms of use or any part of these terms of use, you must not use our website. 

[Our website uses cookies. By using our website and agreeing to these terms of use, you consent to our use of cookies in accordance with the terms of our [privacy policy/cookies policy]. 

 
 

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This document was created using an SEQ Legal template. 

 

License to View Website

 

Unless otherwise stated, we or our licencors own the intellectual property rights in the website and material on the website. Subject to the licence below, all these property rights are reserved. You may view, download for caching purposes only, and print pages from the website

for your own personal use, subject to the restrictions set out below and elsewhere in these terms of use. 

You must not: 

(a) republish material from this website (including republication on another website)

(b) sell, rent or sub-license material from the website

(c) show any material from the website in public

(d) reproduce, duplicate, copy or exploit material on our website for a commercial purpose

(e) edit or otherwise modify any material on the website

(f) redistribute material from the website 

Acceptable Use

 

You must not use our website in any way that causes, or may cause, damage to the website or impairment of the availability or accessibility of the website; or in any way which is unlawful, illegal, fraudulent or harmful, or in connection with any unlawful, illegal, fraudulent or harmful purpose or activity. 

VAT and Pricing

VAT is charged at the 20% rate. All prices on this website are inclusive of VAT. If you are registered as VAT exempt, please call us on

0117 966 6761 to complete your purchase. You can download the VAT Exemption form by clicking here 

You must not use our website to copy, store, host, transmit, send, use, publish, or distribute any material which consists of (or is linked to) any spyware, computer virus, Trojan horse, worm, keystroke logger, rootkit, or other malicious computer software. 

You must not conduct any systematic or automated data collection activities (including, without limitation, scrapping, data mining, data extraction and data harvesting) on or in relation to our website without our express written consent. 

Limited Warranties

 

We do not warrant the completeness or accuracy of the information published on this website; nor do we commit to ensuring that the website remains available or that the material of the website is kept up to date. 

To the maximum extent permitted by applicable law, we exclude all representations, warranties and conditions relating to this website and the use of this website (including, without limitation, any warranties implied by law in respect of satisfactory quality, fitness, for purpose and/or the use of reasonable care and skill). 

 
 

Limitations and exclusions of liability 

 

Nothing in these terms of use will: (a) limit or exclude our or your liability for death or personal injury resulting from negligence; (b) limit or exclude our or your liability for fraud or fraudulent misrepresentation; (c) limit any of our or your liabilities in any way that is not permitted under applicable law; or (d) exclude any of our or your liabilities that may not be excluded under applicable law. 

The limitations and exclusions of liability set out in this Section and elsewhere in these terms of use: (a) are subject to the preceding paragraph; and (b) govern all liabilities arising under these terms of use or in relation to the subject matter of these terms of use, including liabilities arising in contract, in tort (including negligence) and for the breach of statutory duty. 

To the extent that the website and the information and services on the website are provided free of charge, we will not be liable for any loss or damage of any nature. 

We will not be liable to you in respect of any losses arising out of any event or events beyond our reasonable control. 

We will not be liable to you in respect of any business losses, including (without limitation) loss of any damage to profits, income, revenue, use, production, anticipated savings, business, contracts, commercial opportunities or goodwill. 

 

We will not be liable to you in respect of any loss or corruption of any data, database or software.  

We will not be liable to you in respect of any special, indirect or consequential loss or damage. 

Indemnity 

 

You hereby indemnify us and undertake to keep us indemnified against any losses, damages, costs, liabilities and expenses (including, without limitation, legal expenses and any amounts paid by us to a third party in settlement of a claim or dispute on the advice of our legal advisers) incurred or suffered by us arising out of any breach by you of any provision of these terms of use, or arising out of any claim that you have breached any provision of these terms of use.

Breaches of these terms of use

 

Without prejudice to our other rights under these terms of use, if you breach these terms of use in any way, we may take such action as we deem appropriate to deal with the breach, including suspending your access to the website, prohibiting you from accessing the website, blocking computers using your IP address from accessing the website, contacting your internet service provider to request that they block your access to the website and/or bringing court to proceedings against you. 

Variation

 

We may revise these terms of use from time to time. Revised terms of use will apply to the use of our website from the date of publication of the revised terms of use on our website. 

 

Assignment

 

We may transfer, sub-contract or otherwise deal with our rights and/or obligations under these terms of use without notifying you or obtaining consent. You may not transfer, sub-contract or otherwise deal with your rights and/obligations under these terms of use. 

Severability

 

If a provision of these terms of use is determined by any court or other competent authority to be unlawful and/or unenforceable, the other provisions will continue in effect. If any unlawful and/or unenforceable provision would be lawful or enforceable if part of it were deleted, that part will be deemed to be deleted, and the rest of the provision will continue in effect. 

Entire Agreement

 

Subject to the first paragraph of 'Limitations and Exclusions of Liability', these terms of use, together with our privacy policy, constitute the entire agreement between you and us in relation to your use of our website and supersede all previous agreement in respect of your use of our website. 

Exclusion of Third Party Rights

 

These terms of use are for the benefit of you and us, and are not intended to benefit any third party or be enforceable by any third party. The exercise of our and your rights in relation to these terms of use is not subject to the consent of any third party. 

Law and Jurisdiction

 

These terms of use will be governed by and construed in accordance with English Law, and any disputes relating to these terms of use

will be subject to the non-exclusive jurisdiction of the courts of England and Wales.

Registration and Authorisations

 

We are an accredited member of the British Healthcare Association. We are subject to the BHTA code of practice, which can be found at http://www.bhta.net/code_of_practice.html and is approved by the Consumer Codes Approval Scheme run by the Trading Standards Institute. Our VAT number is 599 7708 55

Our Details

 

To the full name of our company is BES Healthcare Ltd

We are registered in the United Kingdom as a business under registration number 03538917

Our registered address 131 South Liberty Lane, Ashton Vale, Bristol BS3 2SZ

You can contact us by email addressed to: info@beshealthcare.net

 

Return Procedure

1. Cancellation of an Order

 

You, the customer, have the right to cancel an order from the moment you have placed it with BES, up until seven working days from

the day after you receive your goods. 

Each of BES’ websites has a Cancellation Form on it which needs to be completed when cancelling an order. 

You can download the form here.

If you have already received your goods, you will need to follow the steps outlined below to return the goods to BES. 

2. Return of Faulty Goods

 

Within 30 Days 

As per the Consumer Rights Act 2015 if you, the customer, receive goods which are of unsatisfactory quality, are unfit for purpose, or are not as described, you are entitled to a full refund within 30 days of purchase. 

Over 30 Days 

If the goods you have purchased develop a fault beyond 30 days you can request that BES repairs or replaces the faulty goods. If the attempt at repair or replacement is unsuccessful, you can then request a refund or a price reduction if you wish to keep the goods. You would be entitles to a full or partial refund instead of a repair or replacement if any of the following are true: 

• The cost of the repair or replacement is disproportionate to the value of the goods 

• A repair or replacement would be significantly inconvenient 

• The repair would take unreasonably long 

• A repair or replacement is impossible 

• The repair has been unsuccessful 

 

If a repair or replacement is not possible, or the attempt at repair fails, or the first replacement also turns out to be defective, you have a further right to reject the goods for a full or partial refund. 

If you don’t want a refund and still want your product repaired or replaced, you have the right to request that BES makes further attempts at a repair or replacement. 

Our returns policy can be viewed here.

Cost of Returning a faulty item

The cost of returning a faulty item will be paid for by BES unless the fault is through misuse. The return for any other reason will be at your cost (See Section 3 below). 

Decontamination of Goods

When returning products that have been used at all, it is required by the MHRA [Medicines and Healthcare Products Regulatory Agency]

that these are cleaned or decontaminated before being returned to the supplier. Decontamination Forms can be found on each of

BES’ websites. Click here for our decontamination form.

When decontaminating your item to be returned, please do not use any oil based cleaning products, as this can leave marks on the item. 

For more information please visit:

 

https://www.gov.uk/government/uploads/system/uploads/attachment_data/file/421028/Managing_medical_devices_-_Apr_2015.pdf

3. Return of Non-Faulty Goods

 

BES operates a returns policy which allows for non-faulty goods to be returned as long as they are returned with their original packaging and are in a re-saleable condition. 

If the original packaging is not returned with the goods you, the customer, will be charged a re-stocking fee of 15% of the unit price. This fee will be taken from the credit note issued for the returned item. 

Our returns policy can be viewed here.

Return of Shear Comfort Products

As long as Shear Comfort products are trialled with a barrier placed between the user’s skin and the wool/material, e.g. a sock is worn when trying footwear, or a sheet is used over an overlay, BES is able to accept the goods for return. 

Cost of Returning a Non-Faulty Product

The cost of returning an item will be taken from the customer, unless BES has made an error. 

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Return of Glidewear Products

Please note, Glidewear Underwear is non-returnable for hygiene reasons.

4. Steps to take to Return Goods to BES

 

1. Contact BES’ Head Office on 01179 666 761 (Option 1) or via info@beshealthcare.net 

 

2. Request a returns number (RA….. / DRA…..) 

 

3. Inform BES of the invoice number or purchase order number that relates to the faulty goods 

 

4. Inform BES of the fault relating to the good(s) 

 

5. BES will ascertain from you whether you require a loan item whilst the faulty goods are being investigated 

 

a. If so, these will be sent out to you as soon as possible 

 

6. Package goods securely and mark package with Returns number 

 

7. Return goods to: 

Returns Department, BES Healthcare Ltd, 131 South Liberty Lane, Ashton Vale, Bristol, BS3 2SZ 

 

8. Once the faulty goods have been received at BES Head Office, an investigation will be carried out to ascertain whether a repair, replacement, or refund can be issued 

Quality Policy 

 

BES Rehab Ltd’s three divisions, Rehab, Healthcare, and Decon, specialise in providing market-leading services, assistive technology and equipment sourced from around the world to improve, directly or indirectly, the health of individuals across the UK and other countries. The Company has developed its expertise since its establishment and aims to achieve a high standard of goods and service provision to its customers.
 

It is the policy of BES Rehab Ltd to provide its customers with products and services to an expected and satisfactory requirement. The Directors, management, and staff are all responsible for quality control through the Quality Management System that complies with the standard of good practice ISO9001. The Company is committed to meeting the requirements of its customers, as well as legal and regulatory requirements, and to develop the system continually, and ensure it remains
effective.


The Company utilises Quality Objectives to help ensure that customer expectations and requirements are met. The Quality Objectives will be reviewed at annual Quality
Management Review meetings to access their suitability. All personnel within the Company are responsible for the quality of their work. The Company provides training and has systems to assist all personnel to achieve the standards required.

ISO9001 Accreditation Certificate

BES have been accredited to ISO9001 standards. To view our certificate, click here.

Get Wise to Buying Safely Leaflet

 

For more guidance on how to purchase our products safely, follow the link provided: 

http://www.bhta.net/sites/default/files/document-upload/BHTA%20Get%20Wise%20Buying%20-%20updated%20June%202015_0.pdf

 
 
 
 

Complaint Handling Policy 

 

We are committed to providing high-quality service and products to all our customers. When something goes wrong, we invite you to tell us about it. A complaint can be made via email, letter, or telephone call. BES Rehab Ltd guarantees that making a complaint will not affect anyone’s statutory rights: in fact, we take this as an opportunity to improve on our service and products where they may be failing. The procedure is as follows:


• Complaint is logged via email, letter or telephone call


• A member of our team raises a Support Case and logs the complaint onto our ERP system and seeks more detailed information relating to the complaint


• The complaint is forwarded to the respective Manager and also the Quality Assurance Manager


• We acknowledge receipt to the complainant within one business day, where possible


• The respective Manager will contact the complainant and maintain communication throughout the resolution period. Should a meeting be required we will request the same at a time that suits the complainant


• A solution is offered and we ascertain that the complainant is satisfied


• If satisfied, the support case is closed and deemed resolved. If not satisfied, other solutions are offered or, where needed, the case is escalated to a Senior Manager who will also go through the above steps


• We aim to resolve and close all cases within 5 working days*


If an investigation determines that activities outside the company contributed to the complaint, relevant information is exchanged between the companies involved. In line with our quality management procedures, the Quality Assurance Manager will audit cases and
implement follow up. Any customer complaint will be followed by corrective action, but should it not be, then the reason is authorised and recorded.


*This is subject to absence of conflicting circumstances such as awaiting receipt of defective product at our warehouse, employee involved being unavailable at the time etc.

 

 

Product or Service Complaint

Any goods or service related complaint is to be directed to our administrative team on:


BES Healthcare Ltd
131 South Liberty Lane
Bristol BS3 2SZ


info@beshealthcare.net


01179 666 761


Employee Complaint 


Any employee related complaint is to be directed to our HR Manager on:


BES Healthcare Ltd
131 South Liberty Lane
Bristol BS3 2SZ


nth@beshealthcare.net


01179 666 761


This can also be directed to the individual’s supervisor/manager if known.


If you are unhappy with the outcome of a complaint and have exhausted our complaints process, you can approach the British Healthcare Trades Association (BHTA) for mediation (and ultimately arbitration) and, as a member, we will participate in this process..


BHTA can be contacted at:


New Loom House
Suite 4.06
101 Back Church Lane
London E1 1LU
Tel: 020 7702 2141
Email: complaints@bhta.com
Web: http://www.bhta.net/home/complain.html


Alternatively, you can approach Alternative Dispute Resolution provider ProMediate (UK) Limited but we will not participate if you do so, or please visit the EU’s online platform for dispute resolution at http://ec.europa.eu/consumers/odr/

Cancellation Form

 

Follow the form to cancel your goods. To view or download form, click here.

Declaration of Decontamination Form

 

When returning products that have been used by clients it is expected by the MHRA [Medicines and Healthcare Products Regulatory Agency] that these are cleaned or decontaminated before being returned to the supplier. Please follow the form for further instruction: 

Click here to view: Declaration of Decontamination Form

 
 

Postage and Packaging

£12 in England, Scotland, Wales and NI. If you are an overseas customer, wishing to make a purchase on the online shop, please contact us on +44 (0) 1179 666 761 or info@beshealthcare.net.

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131 South Liberty Lane,

Ashton Vale, Bristol,

BS3 2SZ. UK 

T: +44 (0) 1179 666 761

F: +44 (0) 1179 637 373

www.beshealthcare.net 

E: info@beshealthcare.net 

     

All prices include VAT. If you are registered VAT exempt, please call us on +44 (0) 1179 666 761 to complete your purchase.  

© 2019 BES Healthcare Ltd

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