FAQs

Can I return a product?

Due to the nature of our online site, and the products listed, we Gordon Ellis & Co have a strict return policy for all products in line with your statutory rights. Contact Quality Department before returning any goods. Due to the nature of the goods, products will not be accepted for return once used. Please contact us to arrange replacements.

Consumers who buy from Safe and Sound Products are covered by the Distance Selling Regulations. Here are our obligations to our customers:

1. If you have bought an item from us online or by post, you have the right to cancel your contract at any time up to seven working days after the day you received the ordered goods.

2. If you decide to return item(s), please inform us by writing or in an email. A phone call can’t be accepted.

3. Please be aware that you have a statutory duty to take reasonable care of the goods and that some goods can’t be returned “by reason of their nature”. For example, this means that for hygiene reasons, products such as those that are worn in the ear (headphones, hearing aids) cannot be returned under Distance Selling Regulations if they have been used. However, we will still refund you if they are faulty.

Safe and Sound Products will refund the full price of returned goods. This will include the cost of the original delivery, unless you are only returning part of an order.

You will be required to send the goods back at your own cost, unless the goods are faulty.

This is not intended to be a full statement of all your rights under the Distance Selling Regulations. Full details are available from your Local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.

How do I know if I am eligible for VAT exemption?

To qualify for VAT exemption on certain items within our shop you would need to be registered with your local health authority or GP as having a hearing or visual disability.

If you are in any doubt as to whether you are eligible to receive goods exempt from VAT you can find out more by visiting www.gov.uk or by calling the VAT Disabled Reliefs Helpline on 0300 123 1073

How do I get VAT exemption?

At the checkout stage there is a short VAT exemption form which needs to be completed, confirming the nature of your disability. Any items which are eligible for VAT exemption will then show at the reduced price on your total.

What are the delivery costs?

For all orders to be delivered within the UK mainland Postage and Packaging is £5.00 for any order under £50.00 ex VAT. P & P is free if your order is over £50.00 ex VAT. Orders going overseas please call us on 01332 856022 for the price.

How long will it take for my item to be delivered?

Orders are usually delivered to addresses on the UK mainland within 2-3 working days. For deliveries overseas please call 01332 856022 for an estimate.

Who should I call if I have an enquiry about a product?

Please call our general helpline on 01332 856022 8.30am – 5.15pm Monday to Thursday and 8.45am – 3.15pm Friday, or email [email protected] and we will be happy to help.

My order hasn’t been delivered, what should I do?

Please call our general helpline on 01332 856022 8.30am – 5.15pm Monday to Thursday and 8.45am – 3.15pm Friday, or email [email protected] and we will be happy to check the status of your order.

How can I contact you?