If you order an item and it isn’t quite what you wanted then we’ll happily take most products back (within 14 days from date of receipt) as long as it is in unused, as new condition and in its original packaging.

For some items, such as made-to-order, special ordered items or personal use/hygiene products (such as – but not exclusive to – toilet seats, straws, bottom wipers, cups, cutlery etc) unfortunately we are unable to take the products back. If you have any queries then please call us to ask for further details.

On most items where returns are accepted, please ensure that the product is returned within 14 days of receipt. Please drop us an email at info@carelineshop.co.uk or phone customer services on 08001808000 if you wish to return an item so that we know to look out for it.

Please note that you will be responsible for the cost of postage (or courier) for returning items. We strongly recommend that items sent via Royal Mail use a tracked postage service. If you choose to use our Freepost returns address, the Royal Mail cost of the return postage will be deducted from your refund amount (unless the product is faulty).

If the item is unable to be posted (for example, it may be too large for the Royal Mail or you are unable to get to your local Post Office) then we can arrange for our courier service (FedEx) to collect the item. You will need to allow a few extra days for the return to be collected and received by us and we will confirm, by email, as soon as we have received it safely.

If you require us to arrange a pick up through our courier service then the cost of this will be deducted from the amount of your refund, the exact cost will depend on the size and weight of the item. (Please allow between £12 and £30 depending on weight/size.)

We will confirm by email as soon as the refund has been made to the credit or debit card you paid with. Please allow between 5 to 7 working days for the refunded amount to appear on your statement.

The address to return items to is:

Returns, Silvercall Ltd, Unit 4, Priority Business Centre, Curran Road, Cardiff CF10 5ND.

Undelivered items:

If the item you order is returned to us due to non-delivery (usually where the item is too big to go through the letterbox and there is no one in to accept the delivery, a card is left but then no attempt to collect the item from the courier’s local office is made), we will contact you accordingly. If you require a second delivery to be made then an additional postage/courier charge will be made to cover the second delivery. If, at this point you request a refund, the refund will be for the goods only and will not include the cost of the delivery costs as these will already have been incurred by us.