Terms and Conditions

Last updated: March 2026

Who These Terms Apply To

These terms and conditions govern all orders placed with NPS Caremore Limited. Please read them carefully before placing an order.

We supply goods and services to both business customers (purchasing in the course of a trade, business or profession) and consumers (individuals purchasing for personal, domestic or household purposes). Some of our terms differ depending on whether you are a business customer or a consumer, and these differences are clearly marked throughout this document.

If you are a consumer, you have additional legal rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in these terms affects those rights.

1. About Us

NPS Caremore Limited is a company registered in England and Wales under company number 04470237. Our VAT registration number is 687017905.

Registered and operational addresses:

  • Whitehouse Industrial Estate, Newcastle upon Tyne, NE15 6LN — Tel: 0191 238 6008
  • Kirkleatham Business Park, Redcar, TS10 5RS — Tel: 01642 481 138

Email: support@npscaremore.co.uk

References to "we", "us" or "our" in these terms mean NPS Caremore Limited. References to "you" or "your" mean the customer placing an order.

2. Definitions

In these terms:

  • Goods means any products we supply under a contract, including personalised stationery, commercial print, consumables, medical equipment, furniture, catering equipment, and signage and graphics.
  • Services means any services we supply under a contract, including LOLER inspections, PUWER inspections, PAT testing, equipment servicing, and training.
  • Order means your request to purchase Goods or Services from us.
  • Contract means the binding agreement between us formed in accordance with clause 3.
  • Bespoke/Personalised Goods means Goods made to your specific requirements or clearly personalised, including (but not limited to) all printed items containing your artwork, text, logo or other personalisation.
  • Business Customer means a customer purchasing in the course of a trade, business or profession.
  • Consumer means an individual purchasing wholly or mainly for personal, domestic or household purposes.

3. How a Contract Is Formed

Our website, quotations and other communications are invitations to treat, not offers. A binding contract is formed only when we send you written confirmation of your order (an order confirmation) or, where no written confirmation is sent, when we begin performing the contract by delivering Goods or commencing Services.

We reserve the right to decline any order at our discretion, for example if Goods are unavailable, if there has been a pricing error, or if we are unable to meet your requirements.

Any quotation we provide is valid for 30 days from the date of issue unless we withdraw it earlier.

Where your order includes artwork or other materials supplied by you, the contract is subject to our approval of those materials as suitable for production. We will notify you promptly if materials are unsuitable.

4. Goods

All descriptions, images and specifications of Goods on our website are provided in good faith. We reserve the right to make minor variations to specifications where required by applicable laws or where the variation does not materially affect quality or performance.

Where we manufacture or produce Goods to your specification, you are responsible for ensuring the accuracy of your specification and any artwork or content you provide. We accept no liability for errors in Goods that arise from inaccurate specifications or artwork supplied by you.

Colour reproduction in printed materials is subject to inherent variation in printing processes. We will endeavour to match colours as closely as practicable but cannot guarantee exact colour matching unless a specific colour-matching process has been agreed and charged for separately.

5. Delivery

Delivery dates and timeframes we give are estimates only and time is not of the essence unless we have expressly confirmed otherwise in writing.

We deliver to addresses within the United Kingdom. Delivery costs will be stated at the point of checkout or in your quotation.

Risk in the Goods passes to you upon delivery. Please inspect Goods promptly upon receipt.

Business Customers

If Goods are lost or damaged in transit, you must notify us in writing within 7 days of the expected or actual delivery date. Failure to notify us within this period may affect your ability to make a claim.

If we are unable to deliver Goods within a reasonable time due to circumstances beyond our control, we will contact you. We will not be liable for any losses you suffer as a result of reasonable delivery delays.

Consumers

If you are a consumer, we will deliver Goods within 30 days of the order confirmation date unless we agree a longer period with you at the time of ordering. If we fail to meet this obligation you may, depending on the circumstances, be entitled to a full refund or to terminate the contract under the Consumer Contracts Regulations 2013.

If Goods arrive damaged or incorrect, please contact us at support@npscaremore.co.uk as soon as possible and in any event within a reasonable time of receiving them.

6. Quality and Defects

Business Customers

We warrant that Goods will conform in all material respects to their description at the point of delivery and will be free from material defects in materials and workmanship for a period of 12 months from delivery (the "Warranty Period").

To make a warranty claim you must: (a) notify us in writing of the defect within 7 days of discovering it and in any event within the Warranty Period; and (b) give us a reasonable opportunity to inspect the Goods.

If a valid warranty claim is made, we will at our option repair or replace the defective Goods or refund the price paid. This is your sole remedy for defective Goods, to the extent permitted by law.

The warranty does not apply where defects result from: misuse, abnormal conditions, failure to follow our instructions, modification by you, or fair wear and tear.

Consumers

If you are a consumer, the Consumer Rights Act 2015 gives you the following rights in relation to Goods:

  • Within 30 days of delivery: if Goods are faulty, not as described, or not fit for purpose, you have the right to a full refund.
  • After 30 days and within 6 months: you are entitled to a repair or replacement. If the repair or replacement is not possible or unsuccessful, you are entitled to a full refund or a price reduction.
  • After 6 months: you may still be entitled to a repair, replacement or partial refund, but you will need to demonstrate that the fault was present at the time of delivery.

Nothing in these terms limits your statutory rights as a consumer.

7. Cancellation and Returns

Business Customers

Once an order has been confirmed and production has commenced, cancellation is not possible without our prior written agreement. If we agree to a cancellation, you will be liable for all costs incurred up to the date of cancellation, including costs of materials, production time and third-party charges.

We do not accept returns of Goods that have been produced to your specification unless those Goods are defective (see clause 6).

Consumers — Right to Cancel (Non-Personalised Goods and Services)

If you are a consumer ordering non-personalised, standard stock Goods, you have the right to cancel your order within 14 days of receiving the Goods under the Consumer Contracts Regulations 2013, without giving any reason.

To exercise your right to cancel, you must inform us of your decision to cancel before the 14-day period has expired. You can do this by:

You must return the Goods to us without undue delay and in any event within 14 days of notifying us of your cancellation. You will be responsible for the direct cost of returning the Goods unless the Goods are faulty or not as described. Goods must be returned in their original condition and packaging.

We will refund the price paid for the Goods and the standard delivery cost (we do not refund enhanced or express delivery charges you chose) within 14 days of receiving the returned Goods or evidence of return, using the same payment method you used to pay.

Consumers — Personalised and Bespoke Goods (Important Exception)

Under Regulation 28(1)(b) of the Consumer Contracts Regulations 2013, the 14-day right to cancel does not apply to Goods that are made to your specification or clearly personalised. This includes all printed products, custom stationery, and any other Goods produced incorporating your artwork, text, logo or other personalisation.

Once production of personalised Goods has commenced, cancellation is not possible. Before we begin production we will provide you with a proof or confirmation for your approval, and you are responsible for checking all details carefully at that stage.

If your personalised Goods are faulty or not as described, your rights under the Consumer Rights Act 2015 (see clause 6 above) are not affected by this exception.

Consumers — Services

If you request us to begin providing Services within the 14-day cancellation period and you subsequently cancel, you will be liable to pay for the Services provided up to the point of cancellation on a pro-rata basis.

8. Price and Payment

Prices are stated in pounds sterling. Prices for Goods are exclusive of VAT unless stated otherwise; VAT will be added at the applicable rate and shown separately on your invoice.

Delivery charges are not included in the displayed price of Goods and will be shown separately at checkout or in your quotation.

Business Customers

Where a credit account has been agreed, payment is due within 30 days of the invoice date unless otherwise agreed in writing. We reserve the right to charge interest on overdue amounts at the rate of 4% per annum above the Bank of England base rate from time to time, accruing daily from the due date until payment is made in full, together with any reasonable debt-recovery costs we incur.

We may suspend the supply of Goods or Services if any amount is overdue.

Consumers

Payment is required at the time of ordering unless we have expressly agreed otherwise. We accept payment by the methods shown at checkout.

9. Title and Risk

Risk in the Goods passes to you on delivery (see clause 5).

Title (ownership) of the Goods remains with us until we have received payment in full of all sums due from you. Until title passes, you must: (a) keep the Goods in satisfactory condition; (b) not remove, deface or obscure any identifying marks on the Goods; and (c) not encumber the Goods in any way.

If you become subject to any insolvency event before title has passed, we may at any time require you to deliver up the Goods and, if you fail to do so promptly, we may enter your premises to recover them.

Note: This retention of title applies to business customers. Consumers' statutory rights are not affected.

10. Supply of Services

We will supply Services with reasonable care and skill. Where no timeframe for Services has been agreed, we will supply them within a reasonable time.

You must provide us with all information, access and co-operation reasonably required to enable us to perform the Services. If you fail to do so, we may suspend performance of the Services without liability.

If we discover that additional work is required to perform Services safely or in compliance with law or regulation (for example during inspection or testing), we will advise you before proceeding and agree any additional charges.

Certificates and reports issued following LOLER, PUWER or PAT inspections reflect the condition of equipment at the time of inspection and should not be construed as a guarantee of future performance. Recommendations made in reports should be acted upon promptly.

11. Your Obligations

You agree to:

  • provide accurate and complete information when placing orders, including correct delivery addresses and contact details;
  • ensure that any artwork, content or materials you supply to us do not infringe the intellectual property rights, privacy rights or any other rights of any third party;
  • ensure that any content you supply to us is not unlawful, defamatory, obscene or otherwise objectionable;
  • provide safe access to your premises where required for the delivery of Goods or provision of Services; and
  • comply with all applicable laws and regulations in connection with your use of the Goods and Services.

You will indemnify us against all losses, costs and liabilities we suffer as a result of your breach of these obligations.

12. Intellectual Property

All intellectual property rights in materials, designs, artwork and content that we create for you in the course of providing Goods or Services ("Output Materials") vest in us unless we expressly agree otherwise in writing. We grant you a licence to use such Output Materials for your internal business purposes or personal use.

You retain all intellectual property rights in artwork, content and materials that you supply to us. You grant us a licence to use such materials solely for the purpose of producing your Goods or providing your Services.

You warrant that any artwork or content you supply does not infringe any third party's intellectual property rights, and you will indemnify us against any claim arising from such infringement.

We may use your Goods (excluding any confidential content) in our portfolio or promotional materials unless you notify us in writing that you object.

13. Data Protection

We process personal data in connection with your order in accordance with our Privacy Policy, which forms part of our agreement with consumers and sets out how we collect, use and protect your personal data.

Where you provide us with personal data of third parties (for example, delivery recipients), you confirm that you have the authority to share that data with us and that we may use it to perform the contract.

Each party agrees to comply with all applicable data protection laws. Where we process personal data on your behalf (for example in the course of providing Services), the parties may be required to enter into a data processing agreement; please contact us at support@npscaremore.co.uk if this is required.

14. Confidentiality

Each party agrees to keep confidential any information it receives from the other party that is marked as confidential or that is clearly of a confidential nature ("Confidential Information"), and not to disclose it to any third party without the prior written consent of the other party, except as required by law or regulation.

This obligation does not apply to information that: (a) is or becomes publicly available other than through breach of this clause; (b) was already known to the receiving party at the time of disclosure; or (c) is independently developed by the receiving party.

15. Limitation of Liability

Business Customers

We do not exclude or limit liability for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; or any other liability that cannot lawfully be excluded or limited.

Subject to the above, our total liability to you in contract, tort (including negligence), breach of statutory duty or otherwise, arising under or in connection with a contract, is limited to the total price paid or payable by you under that contract.

We are not liable for: loss of profits; loss of sales or business; loss of contracts or agreements; loss of anticipated savings; loss of use or corruption of software, data or information; loss of or damage to goodwill; or any indirect or consequential loss, in each case however arising.

We maintain public liability insurance to a minimum value of £5,000,000 and professional indemnity insurance covering artwork and related items to a minimum value of £50,000.

Consumers

If you are a consumer, we do not exclude or limit our liability to you in respect of: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; breach of your legal rights in relation to the Goods under the Consumer Rights Act 2015 or other applicable consumer protection legislation; or any other liability that cannot lawfully be excluded or limited under applicable law.

Subject to the above, if we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of contract or negligence. We are not responsible for loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by both of us at the time we entered into the contract.

We supply Goods and Services for domestic and private use. If you use the Goods or Services for any commercial, business or re-sale purpose, our liability to you is limited as set out in the Business Customers section above.

16. Events Outside Our Control (Force Majeure)

We will not be liable for any delay or failure to perform our obligations under a contract to the extent that such delay or failure results from events outside our reasonable control, including but not limited to: acts of God, pandemic or epidemic, government action, fire, flood, explosion, civil disturbance, strikes or industrial action, failure of third-party suppliers or transport networks, or shortages of materials.

If such an event occurs, we will notify you as soon as practicable and will use reasonable efforts to resume performance as soon as possible.

If the delay continues for more than 30 days, either party may terminate the contract by giving written notice, and we will refund any sums paid for Goods or Services not yet provided.

17. Termination (Business Customers)

Either party may terminate a contract by written notice with immediate effect if the other party: (a) commits a material breach that is incapable of remedy, or that is capable of remedy but has not been remedied within 14 days of written notice requiring remedy; or (b) becomes insolvent, enters administration, is wound up, or becomes subject to any similar event.

On termination for any reason: all outstanding sums owed by you to us become immediately due and payable; we may cease performing any ongoing Services; and each party must promptly return the other's Confidential Information and property.

Termination does not affect any rights, remedies or obligations that have already accrued.

18. General

Entire agreement. These terms, together with our order confirmation and any applicable quotation, constitute the entire agreement between us relating to the subject matter of the contract and supersede all prior agreements, representations and understandings. Business customers acknowledge that they have not relied on any representation not expressly set out in these terms.

Variation. We may update these terms from time to time. Updated terms will be posted on our website and will apply to orders placed after the date of update. Any changes to the terms of a specific contract must be agreed in writing by both parties.

Waiver. A failure or delay by us to enforce any right or remedy does not constitute a waiver of that right or remedy.

Severance. If any provision of these terms is found to be invalid or unenforceable, it will be severed and the remaining provisions will continue in full force.

Third-party rights. These terms do not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999.

Complaints. If you are unhappy with any aspect of our Goods or Services, please contact us at support@npscaremore.co.uk. Consumers who are unable to resolve a complaint directly with us may refer to alternative dispute resolution through a certified ADR provider; further details are available from the Chartered Trading Standards Institute (www.tradingstandards.uk).

Online dispute resolution. The European Commission's Online Dispute Resolution platform is available at https://ec.europa.eu/consumers/odr. Our email address for ODR purposes is support@npscaremore.co.uk.

Governing law and jurisdiction. These terms and any contract formed under them are governed by the law of England and Wales. Both parties agree to the exclusive jurisdiction of the courts of England and Wales, save that consumers may also bring proceedings in the courts of the country in which they are resident.