Terms & conditions PDF Print E-mail
Written by Administrator   
Monday, 11 August 2008 04:22

Terms and Conditions

Buying from Kent Hygiene Supplies couldn’t be any easier

Making a purchase from Kent hygiene supplies couldn't be any easier. Just browse through
Our products clicking on any items that you wish to buy and put them into the add basket or
Shopping cart. After you have finished your selection, click on "Checkout", you will then be asked just a few details that we require to be able to complete the order. You will be taken to a secure page where you can make payment for your goods. We make sure your information
Stays confidential and safe

Shipping and Handling

We aim for 24-48 hours on most orders (excluding weekends and bank holidays).

Back Orders

If the item you have chosen is not in stock, we can put it on back order for you. You will always be emailed with the option to cancel your order if you would rather not wait.

Tax Charges

For orders made within Europe, 20% VAT is included.

Cancelling an order

You have the right to cancel your purchase within 7 working days of delivery.
To cancel a purchase, write "Cancel Contract" on the back of the purchase invoice. You need to provide the items and package them securely and send them to us with the invoice within 7 working days of the date that the items were delivered. We request that you email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it to tell us that you are returning goods before you send them. 24 hours notice is required in advance for returns.
Please return items to:-
Kent Hygiene supplies, Rochester Depot, 172 b City Way, Rochester, Kent, ME1 2AU, UK
We recommend that you use a recorded-delivery service. Note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you by mistake.
You should be aware that once we begin the delivery process, you cannot cancel any contract you have with us for services carried out by us such as postage and packaging. Once we receive the products with the notice of your official cancellation of the order, we will then give you a refund on the relevant item of the purchase price.

Our pricing strategy

Our current prices are as displayed on the website. We will always try to ensure that the prices on our website are correct. If for any reason the price(s) of any item(s) are incorrect at the time you place an order with us, we will contact you at the earliest possible opportunity to advise you of this. At this point you have the right to change or cancel your order. Any payments made or due will be adjusted or refunded to account for any changes or refunds as stated. All delivery charges are included in the total amount payable which you will have the opportunity to check before confirming your order.
All prices are inclusive of VAT charged at the current rate.


You can pay for your goods by Visa, MasterCard or American Express credit cards or by Switch, Solo or Delta debit cards. We currently use PayPal Payments, please send to This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Please Note: The above methods of payment are for UK customers only.
All Credit/Debit card transactions conducted over the Internet are encrypted to minimize the risk of third party attack and misuse of the details therein.

Please make sure you use numbers and letters in your username and password for our online shop for your own security and do not disclose this information to anyone apart from yourself, as this could breach the security of the account on our website.

Delivery of Goods

All deliveries have a standard charge of £7.00 across the board. Where stated, certain products are delivered for less or FREE of charge. Check the description of the desired product. Please speak to our Customer Care team for prices for other destinations.

Other additional charges may apply. We will inform you prior to dispatch if there are any additional charges to pay.

Although you may enter a delivery address that differs from the cardholder address, for anti-fraud reasons we reserve the right to deliver to the cardholder address on your first order. We will always try to deliver your goods as soon as possible and will try to meet your delivery instructions. We will make every effort to deliver your goods within the time stated on our website but we will not be liable for any loss caused to you by late delivery. If you refuse a delivery without prior notice from us you will be liable for all delivery costs plus a £15 administration fee. If you do not receive your goods within the stated delivery period please contact us by telephone or e-mail and we will contact our couriers on your behalf. Please be aware that for repeated delivery attempts you may be charged an additional fee to cover the charges made by the couriers. We will notify you of any charges before your order is delivered to you. It is your responsibility to check the condition of the goods upon delivery before signing for them. The couriers are obliged to wait while you inspect the goods. If the courier will not wait, please accept and sign as "DAMAGED". If the packaging appears damaged please state this on the delivery documentation, this will help us to make claims on your behalf from the couriers should the item prove to be beyond repair. If you sign for a 'Clean Bill of Delivery', any insurance claims against the courier for damage in transit will be void. In the event that the goods arrive damaged, you must notify us of any damage or missing items within 48 hours of delivery to avoid additional charges. You shall then give us the chance to inspect the goods within a reasonable time following delivery and before any use is made of them. If you should fail to comply with these provisions the goods shall be conclusively presumed to be free from defect or damage and you shall be deemed to have accepted the goods. Items you order from us may sometimes be sent in more than one delivery, even if you've requested that you receive them all together.

Delivery refusals

If you decide to refuse items from the Courier once they have been sent to you, we reserve the right to charge you for the cost of sending the item and the return of the item to us. This cost, as charged by our Courier is £12.50 plus vat. If you refuse an order without instruction from ourselves and it becomes lost in transit we will not refund the value of goods as all liability will have been passed on to the person who refused the delivery. Any losses or damage that occurs from lost parcels will be the responsibility of the person who ordered the goods.

Cancellation and Return of Goods

We believe that you will be delighted with your purchase; if you do decide that it is necessary to return the items we will keep the process as simple and professional as possible. You can return your goods in their original condition to us within 14 days of receipt of goods. To do this, please e-mail us or write to us. You will be responsible for the goods until they reach us, so it is our recommendation that you use a secure delivery method, which requires a signature on delivery. If you fail to take reasonable care of the goods we reserve the right to refuse them. Our 14 day returns policy means that if for any reason you are unhappy with your purchase, you can return it to us in its original condition within 14 days of the date you received the product(s), with original packaging and we will issue a full refund for the price you paid for the item within 30 days of the goods arriving with us. Please note: we can only accept the return of opened items if they are faulty. You will be responsible for the delivery to you also the return postage. Certain products are made to order, and the cancellation of these products will result in a 60% restocking fee being charged. You do not have to give any reason for cancellation. However, a brief explanation will help us to improve the service we offer to customers in the future. We do not charge a re-stocking fee during the 7 working day cancellation period. If you return goods to us which are faulty or you have received by mistake or any other reason, which is deemed to be our fault, within 14 days, we will refund all payments made to us. In this instance please contact us by telephone and we will advise you how you should send the goods to us. If you fail to return the goods, we will collect them, and we will charge you the direct cost of collection. If you fail to take good care of the goods before they are returned to us and results in damage or deterioration, we will charge you for the reduction in value. This cancellation policy does not affect your legal rights for example, if goods are faulty or not as described.

Faulty Goods

Damaged Items: if you take delivery of a package and the contents have been damaged in transit, you can return the item(s) to us within 14 days of receipt for exchange.
Defective Items: you have the right to return a faulty item within a reasonable period of time. Please keep all the warranty information that accompanies your item, as this will be needed should there be a fault. In the event that you have a faulty item, you may find it quicker and easier to contact the manufacturer directly so that they can rectify the problem for you. In the event of us sending you a replacement for a damaged or defective item, you must return the original item to us within 14 days. In the event of a manufacturing fault claim you may have to send us via email digital images and a brief description of why you think the item is faulty.


All our Electrical products carry a 1 year Manufacturers warranty.
Others products carry up to 5 years please check the warranty with the product. The remaining products carry a 30 day money back guarantee against failure and defects under reasonable operating conditions. It is you the customer(s) responsibility to ship faulty products back to us in the UK and to cover delivery costs and insurance and also the cost of shipping back to us if you purchased outside of the UK. All electrical appliances must be installed by a fully qualified electrician. Anyone attempting to install any electrical appliance other than a fully qualified electrician will immediately invalidate any manufacturer’s warranty.

Complaints Procedure

If you have any complaints concerning an order through Kent Hygiene supplies then please contact us as follows.
E-mail us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it telephone on 01634 308 252
(+44 1634 308 252 from outside the UK)

By law, you have the right to withdraw from your purchase of an item within 7 working days after the date the item is delivered to you. This applies to all of our products except items that are subject to manufacture and have been opened. We regret that we also cannot accept cancellations of contracts for the purchase Products where the item has been unsealed. Please note that you will be responsible for the costs of returning the goods to us unless we delivered the item to you in error, or if the item is faulty. If we do not receive the item back from you with the delivery slip, we may arrange for collection of the item from your residence at your cost. You should be aware that once we begin the delivery process you will not be able to cancel any contract you have with us for additional services carried out by us. As soon as we receive notice of your cancellation of this order, we will refund the relevant part of the purchase price for that item together with the item's normal postage charge--we cannot refund any priority, express or courier component of the postage charge.

Privacy Statement

It is our main commitment to protect your privacy. We will only use the information that we collect is lawfully protected with the Data Protection Act 1998.
We will not lease, sell or distribute your personal data to any third party unless you have permitted us to or required by law. We can upon request remove a subscriber from our database.

We will not pass your details on to anyone outside of Kent hygiene supplies without your permission. We take great control of your personal data and ensure that it remains secure under our complete control. Where you provide personal information you consent to the above terms and conditions.

Last Updated on Wednesday, 16 November 2011 12:02