Delivery & returns

Thank you for choosing to purchase with us. Your purchase will help to support the work of the charity, Sue Ryder, with 100% of profits providing palliative and bereavement support. 

Please check the Royal Mail website or DPD website for their latest delivery updates. 

Service	Cost	Timeframe
Orders over £50 - Mainland UK	FREE	2-5 working days
Orders under £50 - Mainland UK	£2.95	2-5 working days
UK Next Day Delivery*	£4.95	Order by 1pm for next day delivery. Orders placed before 1pm on Friday will be delivered Monday. Orders placed after 1pm on Friday and over the weekend will be delivered Tuesday.
Isle of Man and the Channel Islands	£12.99 per box	Up to 10 working days
Northern Ireland and Scottish Islands	Please contact us for more details
Appliances	FREE (curbside drop off)	3-5 days subject to scheduling with customer

 
*Please note next day delivery is not available for our refurbished appliances – these are a curbside drop off service only made by a third party. They will call direct to arrange a suitable delivery date. The goods are not taken into the property due to insurance purposes and health & safety regulations. Please ensure that you have the correct means to be able to lift this into your property. The delivery service will leave the pallet on an area with hard standing, such as a paved driveway. They will not be able to unload the goods onto grass or gravel or anywhere where it would cause a restriction to the public. Installation is not included and is not currently offered.  

Please check the Royal Mail website or DPD website for their latest delivery updates. 

For further queries, email us at sales@sueryder.org or call 0800 917 8123 (lines open Monday - Friday 9am - 5pm). 

Returns 

We really hope that you love your Sue Ryder purchase. However, if it doesn't fit, or you've changed your mind you can return the item for a refund within 30 days of delivery with proof of purchase. This is in addition to your right to cancel as described below and does not affect your statutory rights; if you find the item/items is/are not as described or faulty, please see the Faulty/damaged items section below. 

To start the returns process, please email our team at sales@suerydercare.org to let us know we shall be expecting item/items back. You will need to provide your order number, along with the item/items you would like to return and your reason why. 

Please note that you are responsible for the costs of returning the item back to us. We recommend using a tracked postage service with confirmation upon delivery as we cannot be responsible for items that do not arrive. Delivery costs and including return shipping costs are non-refundable. If you choose for us to arrange for the items to be collected, the return shipping fee can vary depending on the size/weight of the item. For small parcel courier services, the cost is between £8.00 and £26.00 and from £42.00 and £55.00 for the large parcel courier services. We will deduct this cost directly from your refund. 

Refunds are only able to be made to the original payment method you used to place your order and will be processed once we have received your returned item back to our warehouse. 

Please allow up to 3 working days for the refund to be processed and up to 30 days for it to reach your account depending on the payment method you used. 

Please note the following points: 

Pre-loved Items: 

To be eligible for a return, your item must be in the same condition that you received it. All items will be inspected upon return. 

New Items: 

If your item is in the same condition that you received it or the product or packaging has been handled excessively we reserve the right to reduce the amount we refund you. 

Faulty/damaged items 

If your item arrives faulty or damaged, please contact us by emailing our team at sales@suerydercare.org and we will aim to resolve the situation as quickly as possible. Please note you may be asked to upload/email photos showing the damaged/faulty item. 

For all items that are self-assembly please ensure that you have received all parts and that they are in good working order before assembling the item. 

Refunds are only able to be made to the original payment method you used to place your order and will be processed once we have received your returned item back to our warehouse. 

Please allow up to 3 working days for the refund to be processed and up to 30 days for it to reach your account depending on the payment method you used. 

Our guarantee and returns policy does not affect your statutory rights. 

Please note that the colour of images may be affected by the availability of images or the technology used to access this site. We will use reasonable commercial efforts to load faithful reproductions of the product offered, and please refer to the description of the product alongside the image to confirm colour and dimensions. 

Sizes are usually given as height, width, and depth, in that order. Some of our products are made from natural materials, whereas some normal colour variations may also occur. Goods are offered for sale on this site subject to availability. 

Right to cancel 

You have the right to cancel this contract within 14 days without giving any reason.  

The cancellation period will expire after 14 days from the day on which you (or any third party to whom you have asked us to deliver the items) take physical possession of the items. 

To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement e.g. a letter sent by post to the address: 

Customer Services 
Sue Ryder Care 
Sheaf Street 
Lodge Farm Industrial Estate 
Northamptonshire 
NN5 7UL  

Alternatively, send an email to sales@suerydercare.org. To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired. 

Effects of cancellation 

If you cancel this contract, we will reimburse you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).  

We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you. 

We will make the reimbursement without undue delay, and not later than: 14 days after the day we received back from you any goods supplied;

Or (if earlier) 14 days after the day you provide evidence that you have returned the goods; or if there were no goods supplied, 14 days after the day on which we are informed about your decision to cancel this contract. 

We will make the repayment using the same means of payment as you used for the initial transaction; in any event, you will not incur any fees as a result of the reimbursement.  

If the goods have already been dispatched, we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest. 

If you have received the goods you will have to bear the cost of returning them to us. The cost is estimated at a maximum of approximately £26 for smaller parcels and £55 for large, bulky items. 

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.