Pricing And Billing

Pricing , Billing  & VAT

• Do I have to pay VAT? 
• I have a question on my charges. 
• I need a copy of my receipt/invoice. 
• When will my credit appear on my account? 


Do I have to pay VAT?

VAT Relief

The prices shown on this website are exclusive of VAT.   Under the VAT Act 1994. VAT exemption is given to products which are specifically designed to be used to relieve the symptoms of a chronic illness or disability. At checkout the price is amended to add the VAT. Before you actually make the payment you are able to tick a box to claim the VAT exemption and the price will be reduced. 

Where a single price is shown at checkout, the product does not qualify for VAT relief and the price is inclusive of VAT.

Eligibility for VAT Relief

Where two prices are shown for a product, the lower price is available to those who are chronically sick, disabled or terminally ill and who intend to use the product for personal and domestic use. Chronically sick means that you have an illness that is likely to last a long time eg arthritis, angina. Disabled means substantially and permanently handicapped by illness or injury. You do not have to be registered disabled to claim relief from VAT, but the nature of your illness or disablement must be specified in your declaration. 

Claiming relief from VAT

You will be asked whether you wish to claim relief from VAT during the checkout process. If you do wish to claim you will need to tick the box and then also confirm on the next page that you are claiming VAT exemption as per HMRC regulations.
We are required to retain a copy of your declaration and it may be passed to HM Customs & Excise as evidence of your eligibility. If you are in any doubt whether you qualify for VAT relief, please contact us for clarification. Alternatively, you may want to contact your local Customs & Excise office directly. The link below takes you to the guidance note published by HM Customs & Excise which provides further information.

If you would like to place your order by telephone and intend to claim VAT relief, we will only be able to dispatch your order once we have received a signed declaration. On receipt of your telephone order, we will send you Order Acknowledgement and a form needs to be completed and returned to us.


Where the end user is unable to make the purchase themselves, it is possible for a representative to make a declaration on their behalf. The representative will be required to state the end users name and address and their illness or disability on the VAT declaration. 

Further information

The following downloads and links provide further information on claiming VAT relief and eligibility.

»VAT Relief – Notice 701/7

I have a question on my charges.

Click the "My Account / Order Status" link at the top right hand side of our site to review your orders. You may compare your order history on our website, with your financial records. If you have further questions or concerns, please contact customer service for further assistance.

I need a copy of my receipt/invoice.

Click the "My Account / Order Status" link at the top right hand side of our site to print invoices.

When will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s).