Last reviewed: July 2026 · Version 1.0

Delivery and Returns Policy

1. Delivery

UK delivery

• Standard delivery (3–5 working days): complimentary on orders over £50; otherwise a small delivery fee applies at checkout.
• Express delivery (1–2 working days): available at checkout for an additional fee.
• Orders are dispatched on the next working day after payment confirmation.
• A dispatch confirmation email with tracking information is sent when your order leaves us.

International delivery

We currently dispatch non-prescription products to selected international destinations. Destination country customs duties, import taxes, and local regulations are the customer’s responsibility. We cannot guarantee delivery timescales for international orders and accept no liability for delays caused by customs processing.

Prescription medicines and some regulated healthcare products cannot be exported internationally. Destination country laws apply. If an item in your order cannot be shipped to your country, we will contact you before dispatch.

Delivery address

Please ensure your delivery address is complete and accurate. We cannot accept responsibility for non-delivery caused by an incorrect address. Address changes cannot be made once an order has been dispatched.

2. Returns

Cancellation rights (UK consumers)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your goods, without giving a reason, unless an exception applies (see below).

To exercise this right, notify us in writing at info@nclprivatehealthcare.com or by post to West Road, Ponteland, Newcastle upon Tyne, NE20 9SU within the 14-day period. Return the goods within 14 days of notifying us.

Exceptions — items that cannot be returned

• Opened or used healthcare products (for hygiene reasons, unless faulty).
• Prescription medicines (once dispensed, a prescription cannot be returned or reused).
• Personalised or custom-made items.
• Perishable products.

Faulty or damaged goods

If your product arrives damaged or faulty, contact us within 7 days of receipt at info@nclprivatehealthcare.com, including a description and photograph of the damage. We will arrange a replacement or full refund at no cost to you.

How to return

1. Email us at info@nclprivatehealthcare.com to request a returns authorisation.
2. Package the goods securely and include your order number.
3. Return at your cost (unless the item is faulty) to: NCL Private Healthcare, West Road, Ponteland, Newcastle upon Tyne, NE20 9SU.
4. We recommend using a tracked service; we cannot accept responsibility for items lost in return transit.

Refunds

Once we receive and inspect your return, we will process a refund to your original payment method within 14 days. We reserve the right to make a deduction if the goods have been handled beyond what was reasonably necessary to inspect them.

3. Subscription products

Subscription deliveries are processed automatically. To pause, amend or cancel a subscription, log in to your account before the next dispatch date. See our Terms and Conditions for subscription cancellation terms.

4. Currency and taxes

Prices are displayed in your selected currency. UK-resident orders are subject to UK VAT where applicable. International orders may be subject to local import duties and taxes not included in the displayed price; these are payable by the recipient on delivery.

5. Contact

For any delivery or returns query, contact us at info@nclprivatehealthcare.com or +44 (0)1661 613 6502.