Returns & Refunds

Last updated: 1 October 2026

We want you to be happy with your NanaCare order. This policy explains how to cancel, return or get a refund. It does not affect your statutory rights under UK consumer law.

1. Changing your mind (cancellation)

You can cancel your order for any reason within 14 days of the day you receive it. To cancel, email us at inquiries@nanacarecare.com with your order number. You then have a further 14 days to send the items back.

As a goodwill gesture, we will also accept returns of unopened items in their original sealed packaging for up to 30 days after delivery.

2. Hygiene and medical items

For health and hygiene reasons, we cannot accept returns of sealed medical, wound care, incontinence or personal care products (for example dressings, gauze, saline vials, tapes, ear care tips, mouth tape and nasal strips) once the seal or sterile packaging has been opened, unless the item is faulty or not as described.

3. Faulty, damaged or incorrect items

If your item arrives damaged, is faulty or is not what you ordered, please contact us within 30 days of delivery with your order number and a photo of the problem. We will offer a replacement or a full refund, including the original delivery charge, and cover the cost of returning the item. Your rights under the Consumer Rights Act 2015 apply in addition to this policy.

4. How to return an item

• Email inquiries@nanacarecare.com with your order number and the item(s) you are returning.
• We will reply with return instructions. Please do not send items back without contacting us first.
• Pack items securely. We recommend a tracked service, as returns are your responsibility until they reach us.
• Return address: NanaCare Returns, Unit 35 Riverside Industrial Estate, Power Station Road, Rugeley, Staffordshire, WS15 2YR, United Kingdom.

5. Return postage

If you are returning an item because you changed your mind, you pay the cost of return postage. If the item is faulty, damaged or incorrect, we cover the return cost.

6. Refunds

We will refund you within 14 days of receiving the returned item (or proof you have sent it back). Refunds go to your original payment method. If you cancel your whole order within the 14-day period, we also refund the standard delivery charge you paid (but not any extra cost of choosing Express delivery).

7. Cancelling before dispatch

If your order has not yet been dispatched, email us as soon as possible and we will cancel it and refund you in full.

8. Contact

Questions about a return? Email inquiries@nanacarecare.com (Monday to Friday, 9am to 5pm).

Shipping

UK delivery

• Free standard delivery on orders of £10 or more.
• Standard delivery: £1.99 on orders under £10.
• Express delivery: £4.99.

Estimated dispatch and delivery times are shown at checkout. You will receive a shipping confirmation email, with tracking where available, once your order is on its way.

US delivery

US orders are sent from within the United States.

• Free standard delivery on orders of $35 or more.
• Standard delivery: $4.99 on orders under $35.

Estimated delivery times are shown at checkout.

International delivery

• European Union: £14.99 standard international delivery.
• Other supported countries (including Canada, Australia, Switzerland, Norway and others shown at checkout): £23.99 standard international delivery.

International orders sent from the UK may be subject to import duties, taxes or customs charges in the destination country. These are the responsibility of the recipient unless stated otherwise at checkout.

Delivery problems

If your order is late, arrives damaged or an item is missing, email inquiries@nanacarecare.com with your order number and we will put it right. Please check your delivery address carefully at checkout; we cannot be responsible for orders sent to an incorrect address provided by the customer.

NanaCare is a trading name of Avanak Industries Ltd, registered in England and Wales, company number 13431212.