Terms and Conditions

The terms that apply when you buy from Pivotell. They don't affect your legal rights as a consumer.

Last updated: October 2026

About us

Pivotell Ltd, Danson House, Stortford Road, Clavering, Saffron Walden, Essex, CB11 4PE. Registered in England and Wales, company number 04437866. VAT number GB 795 9585 43. Phone 01799 550979, Monday to Thursday 9am to 5pm, Friday 9am to 3pm. Or use our contact form.

Your order

  • Your order is accepted, and a contract is formed, when we email to confirm it has been despatched.
  • Prices are in pounds sterling and include VAT unless shown otherwise. If you're eligible for VAT relief, VAT is removed from qualifying products.
  • If we've made an obvious pricing error, we'll contact you before despatch so you can confirm the correct price or cancel.
  • You can pay online by card or PayPal, or by card over the phone.

Delivery

  • We deliver to the UK and the EU. For other countries, please call 01799 550979 for a delivery price.
  • UK standard delivery: Royal Mail 2nd class. Royal Mail aims to deliver within 3 working days, but it can occasionally take a little longer.
  • UK express delivery: APC courier. Order by midday. Saturday delivery may be possible at an extra cost: please call us.
  • Delivery charges are shown at checkout, based on your delivery address and VAT status.
  • If your parcel can be left in a safe place, please say so in the comments when you order.
  • For international orders, we recommend a signed-for service.

Changing your mind

By law, you can cancel an online or phone order within 14 days of receiving it. We give you longer: 30 days from receipt.

  • We'll be happy to exchange the goods or give you a refund. Call us on 01799 550979 to tell us which you'd like, and we'll send you a returns form.
  • Return the goods within 14 days of telling us, unused and in their original packaging, to Pivotell Ltd, PO Box 108, Saffron Walden, Essex, CB11 4WX.
  • We'll refund the price within 14 days of receiving the goods back. If you cancel within 14 days of receiving your order, we'll also refund the standard delivery charge.
  • Return postage is paid by you, unless the goods are faulty. We recommend a tracked service and keeping your proof of postage.

Faulty goods and our guarantee

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they're not, you're entitled to a repair, replacement or refund.

In addition, we'll repair or replace any Pivotell product that develops a fault within 12 months of delivery. This guarantee doesn't cover damage from misuse, such as dropping the dispenser, getting it wet, forcing it open or putting objects inside it.

Using your dispenser safely

Pivotell dispensers are reminder aids. They aren't suitable for everyone, so please read the instructions and, if in doubt, ask a health professional whether a dispenser is right for the person who will use it. Some medicines shouldn't be stored in any dispensing system: check with your pharmacist. Don't leave the dispenser in direct sunlight, as extremes of heat or cold may cause it to malfunction.

Our responsibility to you

We're responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care. We don't exclude liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, or for fraud.

We're not responsible for:

  • losses that weren't foreseeable when you placed your order
  • business losses (for example lost profit or business interruption), as our products are for domestic and private use
  • problems caused by not following the instructions, or by using a dispenser for someone it isn't suitable for
  • a dispenser being filled or programmed incorrectly
  • delays or failures caused by events beyond our reasonable control

Pivotell dispensers are reminder aids. They don't replace the care or supervision someone may need.

Complaints

If something goes wrong, please call us or use our contact form. We'll acknowledge your complaint within 2 working days and aim to give a full response within 7 working days. If we can't resolve it, you can get free, independent advice from the Citizens Advice consumer service.

Your data

See our privacy policy.

Law

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

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