Shopping Terms and Conditions

Formation of contract and governing law

A contract between the buyer and Pivotell Ltd for the sale of our products will only exist once your order has been accepted, at which point the buyers credit card will be charged for the value of the goods despatched, plus postage. This does not affect your statutory rights.

These terms apply for all methods of payment used in relation to the goods.

The contract shall be governed and interpreted in accordance with the laws of England and Wales and the parties submit to the non-exclusive jurisdiction of the courts of England and Wales.

Your right to cancel

You may cancel the contract for any reason upon giving notice to Pivotell within 14 days of receiving the goods. If you do cancel the contract within this time any payments made by you will be refunded in full. You will be required to return to Pivotell any products sent to you under any contract you have cancelled in perfect condition, unused and in their original packaging

Returns policy

If you are not satisfied with the goods you have chosen, Please ensure that you return them to us within 30 days. Pivotell will be happy to make an exchange or refund the goods providing they are returned in perfect condition and in their original packaging.

Returning the goods to Pivotell Ltd:

Please call our customer services team on 01799 550979 for a Returns Form, and send it with a copy of the invoice or delivery note and clearly state whether you would like a refund or exchange.  

Pack the goods, attach the invoice or delivery note and send it back to:

Pivotell Ltd
P.O. Box 108
Saffron Walden
Essex CB11 4WX

Please obtain a receipt of postage from the Post Office when you send the parcel back. Pivotell cannot be held responsible for goods lost in transit. Postage costs will only be refunded in the case of faulty goods.

Goods purchased online can be returned at any time within 30 days from the date of despatch for an automatic repayment or exchange.


Should any malfunction of the product arise, you should in the first instance contact Pivotell for advice. In the event that the problem cannot be resolved, Pivotell undertake to repair or replace (at Pivotell's option) the product providing that malfunction is reported within twelve (12) months from the day of delivery.

Pivotell will accept no responsibility for faults arising from misuse (for example - dropping, water damage, foreign objects).


Regrettably there is a surcharge of 2.5% on all credit card transactions. Debit cards do not incurr this fee.

We accept online payment in a secure environment. We accept Visa, MasterCard, Switch, Delta and Solo. Payment can also be made by phone using the cards listed above, or by cheque through the post.

All prices quoted on this website are accurate at the time of going to press and are quoted in pounds sterling. Prices are inclusive of UK sales tax (VAT) at the current rate, unless stated otherwise.

What to do if there is a problem:

We endeavour to provide goods and services which conform with consumer rights, but if there should be a problem, please contact us immediately you become aware of it on 01799 550979, or

If you are unhappy with the outcome of a complaint and have exhausted our complaints process, you can approach the British Healthcare Trades Association (BHTA) for mediation (and ultimately arbitration) and, as a member, we will participate in this process.  BHTA can be contacted at: Suite 4.6, The Loom, 14 Gowers Walk, London E1 8PY   Tel: 020 7702 2141  Email:  Web:  

Alternatively you can visit the EU’s online platform for dispute resolution at:

Security and Privacy

Pivotell provides a very high level of internet security. All internet transactions are performed through the Worlpay service. This is designed so that we do not hold sensitive information on our site. We can assure you that when purchasing via our website:

  • No card details are taken or stored on our web-site, because when entering purchasing details you are automatically redirected to the Worlpay server or Paypal.
  • Your financial details will never be passed to a third party
  • Your personal details will never be sold to a third party. The only additional information that we ever receive about you is a shipping address and this only on your instruction.
  • Your email address, name, and general order information may be passed to online review website, for them to ask for your independent review of Pivotell. We hope you have been satisfied with the service and product, and will leave us good feedback.

Delivery Times

Customers should allow 28 days for delivery although despatch is usually within 3 days.

Pivotell endeavours to display through this website all items in the company's range. Occasionally an item will be out of stock, in which case this will be indicated in your shopping basket.

Conformity of goods

Pivotell takes every care to ensure that the description and specification of its products are correct. However, while the colour reproduction or sounds of the products viewed is a close representation, Pivotell cannot accept responsibility for any variation in colour caused by the browser software or computer system used by you.


Pivotell Ltd, its directors or employees shall not be liable to you in the event that their dispensers are incorrectly or inappropriately filled or programmed, or for the failure of the user to take his or her medication as prescribed howsoever caused.

Pivotell Ltd, its directors, or employees shall not be liable to you by reason of any representation (unless fraudulent), or any implied warranty, condition or other term, or any duty at common law, or under the express terms of the contract, for any indirect, special or consequential loss or damage (whether for loss of profit or otherwise), costs, expenses, or other claims for compensation whatsoever (whether caused by negligence on the part of Pivotell Ltd, its directors, employees or agents or otherwise) which arise out of or in connection with the use of this website. The entire liability under or in connection with the contract shall not exceed the price of the product, except as expressly provided in these conditions. This does not affect your statutory rights.

Pivotell Ltd will not be liable to you or be deemed to be in breach of contract by reason of any delay in performing, or any failure to perform, any of our obligations in relation to the products ordered by you, if the delay or failure was due to any cause beyond our reasonable control. This does not affect your statutory rights.

Registered address: Danson House, Stortford Road, Clavering, Saffron Walden, Essex, CB11 4PE

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