Refund policy

Millercare Ltd. – Customer Returns Policy (Online Purchases)

At Millercare Ltd., your satisfaction matters. If you need to return an item, please follow the simple steps below. This policy complies with the UK Distance Selling Regulations.

1. Start Your Return (via our portal)

Go to account.millercare.co.uk.
Log in using the email you used at purchase.
Select your order and mark the item(s) you want to return.
Submit your return request and await confirmation.
Once approved, we’ll send you the details for returning the item.

Note: We cannot process any return unless the request is started via account.millercare.co.uk.

2. Returns Period

You have the right to cancel your order and return unused items within 30 days of receiving them. This applies to stocked items (unless otherwise noted below).

3. Non-Returnable Items

Made-to-order / bespoke items: Only returnable if faulty.
Hygiene-sensitive items: We cannot accept returns of:
- Toileting aids
- Incontinence products
- Mattresses & cushions if packaging has been opened

If you’re unsure whether your item is returnable (bespoke, hygiene, etc.), please contact us before returning.

4. Return Conditions & Restocking Fee

Item must be unused, and returned in its original condition and original packaging.
If the item is returned in a condition or packaging that is not original (e.g. damaged, missing parts, altered packaging), we reserve the right to charge a restocking fee or deduct value from the refund.
Use a tracked delivery service — you’re responsible for the goods until they reach us.
If you’re returning because you changed your mind, you must cover the return postage cost.
Important: If you are not at home when DPD attempts collection, you will be responsible for the failed collection charge, currently £11.50.
If we arrange a collection and this fails more than 3 times we have the right to refuse any further collections for that item.

5. Damaged or Faulty Items

If your item arrives damaged or develops a fault within 30 days, contact us within 48 hours by phone 01254 357303 or via email web@millercare.co.uk.

We’ll arrange the return and either send a free replacement or issue a full refund if a replacement is unavailable. After 30 days, manufacturer warranty conditions apply.

6. Large or Bulky Items

Some larger products require additional handling, inspection, and repackaging upon return. This means they may be subject to a restocking fee to cover collection, transport, and administration costs.

Items that typically fall into this category include mobility scooters, riser recliners, powerchairs, profiling beds, hoists, stairlifts, and ramps. Due to their size and specialist nature, these products often need two-person handling and bespoke packaging before being safely returned to our warehouse.

If you wish to return a large or heavy item, please complete the online return form with full details of your order. Once we receive your request, we will assess the item and confirm whether a restocking fee applies. This fee will be calculated based on the item’s size, weight, and condition, and you will be notified of any costs before the return is processed.

Please note that large or bespoke products must be unused, undamaged, and in their original packaging to qualify for a refund. Refunds for these items will only be processed once the goods have been received, inspected, and approved for return.

7. Refunds

Once your return is received and inspected, we will process your refund within 14 days. Refunds will be made to your original payment method.

8. Return Shipping / Courier Options

Large or heavy mobility items can be costly to return. For best value, we recommend comparing courier services. Below are popular options:

9. Important Note (Missing Information)

If your return does not include essential information — such as your order number, name, or contact details — we may not be able to process your refund or return correctly. Always include these details with your parcel.

10. Contact Us

If you have any questions or need help with your return, get in touch:

web@millercare.co.uk | 01254 357303

We aim to respond promptly and fairly to all enquiries.

11. Returns Address

Millercare Ltd
Alexander House
38 Churchill Way
Lomeshaye Industrial Estate
Nelson
BB9 6RT

Please include your order reference and contact details.
If these are missing, it may delay or prevent refund processing.