Business to Business Terms of Sale

These terms of sale are not exhaustive and do not affect your statutory rights.

​

Quotation

• Any changes to an existing quote will generate a new quote number, please be aware of this if your original quote number has been approved for funding.

• Any quotes not ordered against in the 60 days will be closed off and a new one will need to be issued, contact info@neater.co.uk to request a new quote or an extension if your quote is going through the funding process.

• Please be aware that any quotes updated will be subject to any price Changes in effect.

​

Proforma invoice

• Proforma invoices are valid for 30 days after which time you will need to have it updated.

• Please be aware that any updated proforma invoices will be subject to any change in effect at the date of change.

• Proforma invoices will only be processed upon receipt of cleared funds or receipt of an official purchase order, not on the date of received remittance.

 

Invoices 

• Once goods have been dispatched, we will issue an invoice to the invoice address on the purchase order, it is the responsibility of the purchaser to provide a valid invoicing address including email address for invoices to be sent to.

• We reserve the right to place any account onto a proforma basis, for any reason, for example for: large orders; unknown accounts; questionable credit or if your account is in arears. Otherwise payment terms are strictly 30 days from date on invoice. Any overdue invoices not paid on time may result in your orders being put on hold until your account is brought up to date.

• Upon receiving your order, you must check all contents and ensure no damage has occurred in transit and nothing is missing from your order. Any issues MUST be reported to us within 2 working days to allow us action this appropriately. Any discrepancies not reported within this time will not be eligible for refund, replacement or credit note.

 

Cancellations

• Special orders can NOT be cancelled as these are bespoke orders that are tailored to a specific client.

• Cancellations of orders not yet dispatched may be liable to a cancellation fee to cover the admin and assembly cost associated with processing the order.

• We appreciate that things change and exceptional circumstances may require you to cancel an order, we would encourage checking whether the equipment may be suitable for anyone else served by your area – our demonstrators may be able to help with this. If an order has been dispatched and it is then cancelled it will be subject to a cancellation fee of up to 20% of the cost of the total order. This cost will cover admin fees, production fees and courier costs. This could be higher if there was a long time between original quotation and order.

• To receive a refund or credit note:

o All cancellations must be requested within 14 days of receiving the goods.

o All cancelled goods must be returned to Neater in new and unused condition and this must be arranged by the purchaser.

o All cancellations must be dispatched for return within 14 days of cancellation being agreed.

o Only once goods have been received by Neater and checked back in to stock will we issue a credit note or refund.

 

Warranty

All main Neater equipment comes with a 3-year warranty as standard to cover manufacturing defects. This covers the main mechanical and electrical components to be repaired or replaced at the discretion of Neater Solutions Ltd. It may be required for goods to be returned to us for repair. Please get in touch at info@neater.co.uk if you are having any issues or would like a copy of our warranty documents. Excludes normal consumables eg switches, slings, crockery, cutlery etc. Excludes faults as a result of tampering or misuse. Excludes products sold as distributor for different brand i.e. Armon arm supports or accessories. 

 

Other services

• Neater Solutions offers an initial assessment visit (UK only) free of charge. Any follow up visit may be chargeable depending upon the circumstances.

• Set up visits for Neater solutions products are not generally included unless for the Neater Arm Support (powered). Our technologies are designed to be easy to set up with instructions and videos provided. If you need a set up visit this will be chargeable at the current rate. Alternatively, we can often offer video call or telephone help.

• Legacy stock of Neater Solutions products which matches client/patient needs, can be set up at the current visit cost, plus any additional parts needed. We recommend that legacy stock under 7 years old is refurbished to guarantee efficacy.

• You may have purchased additional extended warranties or packages and details of these can be found here.

• We will sell spares for products for up to 10 years from original purchase. Contact info@neater.co.uk for details.

• We can repair Neater products, for a fee, for up to 10 years from original purchase. After 10 years repairs are up to Neater Solutions discretion. Contact info@neater.co.uk for details.

• We offer refurbishment programmes up to 7 years from original purchase for some products. Contact info@neater.co.uk for details.

• Visit: If you would like a Neater representative to visit and setup your Neater Equipment it can be arranged for a fixed fee within the UK.

​