Making a return

Change or cancel an order

We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it.

If you'd like to add products to your order, please place a new order for these items.

If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice on 01252 350 095 between 9am and 5pm, Mon - Fri, or email us at sales@hexagonhealthcare.co.uk (to arrange returns only). Please be ready to quote your order number and order date.

If your order has already been despatched or delivered, then you'll need to follow our Returns procedure in the event of any unwanted products. You can also of course return them to our showroom in person if required.

There are some products which we cannot cancel, refund or exchange, if they have been removed from their protective packaging, or for hygiene reasons.

Track your order

To check your order status, just sign in or register at the top of the page, then click on My Account followed by View orders.

  • Order received means your order hasn't been processed yet
  • Order processing means your order could be at any point between the warehouse receiving it and despatching your goods
  • Despatched means your order has left our warehouse. You'll receive an email confirming despatch. Depending on our chosen carrier, you may receive a separate email from us that will detail how to track your order when it has left the warehouse. In the case of larger items such as furniture where there is a long lead time, "Despatched" means that you've been charged for your order, and you'll be notified of delivery separately
  • Cancelled means your order has been cancelled either by you or us
  • If you find that your order has only been partially delivered, this may be because other items are being despatched from a different location. However, if your order is obviously incomplete, over-delivered or damaged, or if you wish to change or cancel your order, please email our Customer Service team at sales@hexagonhealthcare.co.uk or telephone on 01252 350 095 between 9am and 5pm, Mon - Fri.

Your purchase history

To find out more information on your past orders, please sign into your account.

Missing, incomplete or damaged orders

If your order hasn't arrived, or arrives incomplete, first of all please view your order online. Sign into My Account. If your order has been despatched but hasn't arrived within the expected time period, please email our Customer Service team at sales@hexagonhealthcare.co.uk or telephone on 01252 350 095 between 9am and 5pm, Mon - Fri.

If you've more than one item on your order, please bear in mind that products may be sent out from multiple locations and so arrive separately. However, if this is not the case and you haven't received the entire order as detailed in the order confirmation email sent to you, please email or call us as before.

If your order arrives and the goods are damaged, follow our Returns procedure or call us on 01252 350 095.

Returns procedure

Depending on the type of product, you can make free returns via our showroom, Royal Mail (or courier collection for large or heavy items).

Please see below for full details of our returns and refunds policy.

  1. Returns via our showroom

    Simply take a print-out of your order confirmation or the delivery note and the product you wish to return or exchange the product, and tell the sales assistant you bought it online.

    Please make sure you also take in the payment card you originally used to buy the product.

  2. Returns via Royal Mail or courier

    Fill out your reason(s) for return on the back of the delivery note.

    Enclose the delivery note with the product, and package up securely; please use original packaging if possible, but remove original labels.

    Send the goods to "Returns Dept, Hexagon Healthcare, 174, Farnborough Road, Farnham, Surrey, GU9 9AX"

    If you need your item/s to be collected because it's large or heavy, or you have any other queries, call us on 01252 350 095.

    Please allow 2 weeks from the collection or posting date for us to credit your account. We will refund the credit or debit card of the person who originally placed and paid for the order.

Refunds on returned items

Please allow 2 weeks from the collection or posting date for us to credit your account. We will refund the credit or debit card of the person who originally placed and paid for the order.