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
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
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
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.
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
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.
Exclusion of Third Party Rights
Law and Jurisdiction
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
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:
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:
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.
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
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
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
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:
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
01179 666 761
Any employee related complaint is to be directed to our HR Manager on:
BES Healthcare Ltd
131 South Liberty Lane
Bristol BS3 2SZ
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:
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/
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: