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At the moment the charity is closed due to the covid 19 pandemic. If you are waiting on the delivery of a defib or consumable and haven’t heard from us , please email us on info@handonheart.org.uk and we will get back to you within 24 hours.

Delivery Information

Delivery Information

We know how important it is to receive your order safe and sound and as soon as you can; which is why we work with some of the UK’s best delivery services.

Royal Mail

Fast, secure and reliable, we’ve been sending orders with Royal Mail for years. The majority of our products travel by Royal Mail – especially our popular products such as defibrillation electrode pads and other accessories.


UPS are one of the largest couriers in the world; they are also one of the only couriers that allows us to send dangerous goods. Examples of these are batteries and defibrillators from the Cardiac Science Powerheart range, due to their level of lithium content.

Delivery Information

Because of the nature of our products, the delivery methods are already set for you to get your order in the quickest way possible – when you go through the checkout, you’ll see how your order will be delivered.

Most orders are dispatched within 24 hours of receiving the orders; so you can expect your delivery within 2-3 days following your order confirmation. We aim to stock over 90% of our items, but some of them are quite specialised, and may come directly from the supplier. Either way, we’ll call you as soon as we receive your order to inform you of any delivery delays (which are few and far between!).

Our shipping is charged at £10.00 (some items carry additional charges for shipping which is detailed on the products).

Returns Policy

If for any reason you are issued with a refund, please note the following areas of our Terms & conditions:

3.1 Whilst every reasonable effort shall be made to keep any delivery date, time of delivery shall not be of the essence and we shall not be liable for any losses, costs, damages or expenses incurred by the Customer or any other person or company arising directly or indirectly out of any failure to meet any estimated delivery date.  Delivery of the Products shall be made to the Customer’s address (UK delivery only) deliveries outside the UK cannot be guaranteed and an additional delivery charge will apply at cost and the Customer shall make all arrangements necessary to take delivery of the Products whenever they are tendered for delivery.  24-hour delivery is offered at an additional charge.

    4.1 The risk in the Products shall pass to the Customer on completion of delivery.
    4.2 Title of ownership of any Products invoiced and delivered will not pass to the customer until all Products supplied have been paid for in full.
    4.3 Until title to the Products has passed to the Customer, the Customer shall:
    4.3.1 hold the Products on a fiduciary basis as the Company’s bailee;
    4.3.2 store the Products separately from all other goods held by the Customer so that they remain readily identifiable as the Company’s property;
    4.3.3 not remove, deface or obscure any identifying mark relating to the Products;
    4.3.4 maintain the Products in satisfactory condition and keep them insured against all risks for their full price on the Company’s behalf from the date of delivery;
    but the Customer may resell or use the Products in the ordinary course of its business.
    4.4 An order placed by a Customer is deemed to be a financial commitment by the Customer and therefore the value of the order is  payable according to our terms. The Company reserves its right to recover outstanding monies as a short fall from any repossession of Products. By repossession the Customer is not relieved of its liability of the original debt or the costs related to any recovery or attempted recovery of the debt. The Company reserves it’s right to seek damages, debt collection fees, interest and court costs and any other recovery costs including sub sequential losses due to the default of the Customer to pay in full the value of the Products and or services.
    5.1 Should any damage be identified to the Product on opening the package, the Customer must advise the Company within 48 hours of the exact damage. It is imperative that the Customer does not dispose of any of the packaging, as this will be required to affect a claim against the carrier. The claim will be handled by the Company. We cannot accept any claims for damage if the above timescales are not followed.
    5.2 Shortages
    It is the Customers responsibility to sign for the correct number of packages that are delivered, the Customer is required to check that the number of packages delivered equal the number of packages on the delivery drivers manifest/consignment note and it is the Customers responsibility to thereafter notify us within 48 hours of delivery. Should the Customer be missing an item but has signed for the correct number of packages, the Customer must notify us within 48 hours of delivery.  The Customer will be requested to provide us with a copy of the invoice. The matter will be investigated and the Customer will be informed of the decision.
    5.3 Incorrect Products
    It is the Customers responsibility to notify us of any incorrect Products supplied within 48 hours of delivery. If the items are not as ordered, the Customer must not open the Manufacturers packaging or use the item. The Customer will also be required to provide further information on what was received i.e. we may require the manufacturer part codes and a full description of what has been received. Should there be any extenuating circumstances that have prevented the Customer to remain within the specified time frame, resolution will be by mutual decision.
    5.4 Non-Deliveries
    We will not accept liability for Products lost in transit unless we are notified within 5 days from the expected delivery date. This will be the date advised on the Customers automated despatch note which is emailed to the Customer once the items have left our warehouse.
    We shall accept no liability for shortages, non-deliveries, incorrect Products and Products damaged on delivery outside the reported timescales. Except when extenuating circumstances have prevented notification within the reported timescale. The extenuating circumstances must be by mutual agreement.
    6.1 All Products supplied are covered by the terms and conditions of the Manufacturers Guarantee for a period of 12 months or longer if relevant this is in addition to the consumers’ statutory rights.
    7.1 If you think that the product you have purchased is faulty you should contact us immediately. If we are unable to determine the nature of any fault we may refer you to the Manufacturer, due to their extensive knowledge of their product. If the Manufacturer agrees that the product is faulty, in most cases they will be able to authorize a replacement/repair of the product direct to you.  This does not affect your statutory rights. A restocking fee of up to 25% is charged on returns, which prove to be non-defective.  It is therefore imperative that you have made contact with us or the Manufacturer before returning any Products.  The restocking fee is non-negotiable. In all instances when contacting a Manufacturer you must retain the reference code that you are given.  If the product fails within 30 days of receipt, a replacement Product or full refund of the cost of the Product will be offered to you, at the Company’s discretion.
    If for any reason you are issued with a refund, please note the following,
    8.1 All refunds will be issued to the same payment method as on the original order.
    8.2 When a refund is processed, you will receive an email notification. A refund will usually reach your credit card account within 4 working days after it being processed, please allow up to 10 working days for it to be credited. We do however reserve the right to refund you within 30 days of the return. A handling fee of 25% will be charged on all refunds.
    8.3 Faulty Products returned within 30 days, will be refunded in full including the original carriage charge (refund of original carriage charge applies to customers in the United Kingdom only). If the Products are found not to be faulty or they have been damaged by miss-use, they will be returned to you and no refund will be issued.
    8.4 We do not refund carriage charges applied to the initial order and neither do we pay for the cost of returning the items to us except where the Products are returned by customers in the United Kingdom ONLY as faulty within 30 days of our shipment date.
    8.5 The relevant Manufacturer will process all offers of “Money Back" guarantees and you should contact them directly to arrange return and refund.
    9.1 If you are a Consumer, you have a 14 day cooling-off period during which you have the right to cancel your purchase and receive a refund in accordance with the EU Distance Selling Directive (2000) and is part of UK law under the Consumer Protection (Distance Selling) Regulations (2000) that relate to distance selling (Please note these regulations do not govern Contracts between businesses). If an item is faulty, the item can be returned for a refund or replacement up to 30 days from date of delivery.
    9.2 When a refund request is received, the Company reserves the right to track the usage of the Customer through his/her username and password and no refund will be granted if the Company has reason to believe that an individual has viewed any of the Course Material that they purchased. For example we may review pages viewed, frequency of use, time period of use.
    9.3 Should you wish to cancel your purchase within the 7 day cooling off period, please place your request in writing by post to Hand on Heart Charity Ltd, G08 Chadwick House, Birchwood Park, Birchwood, Warrington, WA3 6AE or email us enquiries@handonheart.org
    10.1 Orders cancelled after you have received an Order Confirmation from us will be at our discretion. Where we agree to refund the item a 50% fee will be payable.
    10.2 Where the Products have already been supplied, the Products must be returned to us and receipted back into our warehouse at your cost. In all instances, Products must be returned as new, with no blemish, defect or parts missing, neither must the outer manufacturer packaging show any damage or be defaced in any way. Should the packaging show any damage or be incomplete and defaced in any manner a 100% fee will apply, this will automatically be deducted from the credit issued.  If the Products are damaged we are unlikely to offer credit.
    10.3 We do not refund carriage charges applied to the initial order and neither do we pay for the cost of returning the items to us except where the Products are returned as faulty by customers in the United Kingdom ONLY within 30 days of our shipment date

10.4 Should circumstances mean that you have to cancel your training course and are unable to transfer your booking to another date at the time of cancellation, the following charges will apply:

o More than four weeks prior to the course start date – no charge
o Two to four weeks prior to the course – 50% of the course fee
o Less than two weeks prior to the course – full fee.