Terms and Conditions

Delivery Options

Standard delivery (3-5 working days) –  £6.00

Delivery Information

We will deliver the products to you in accordance with the delivery option specified by you when you placed your order. It is the responsibility of the customer to ensure that the delivery details are correct and that there will be someone at the specified delivery address to receive delivery. Any specific delivery instructions will require confirmation at the time of placing an order. We cannot deliver items within the same order to multiple addresses. Deliveries will be made to your door. We are not responsible for any additional carrying or positioning of products ordered. Where an order is dispatched with more than one delivery, each delivery is considered an individual contract. In the event that the customer fails or refuses to accept delivery of a contract, we reserve the right to terminate the contract and recover any costs from the customer with regards delivery, disposal and any additional costs.

There is a £6.00 postal charge and orders should be delivered within 3-5 working days.

Orders must to be received before 1pm to be processed on the same day otherwise they will be processed on the next working day. Orders made after 1pm on a Friday, during the weekend or on a Bank Holiday will be processed on the following working day.

Occasionally orders may take significantly more time to arrive due to circumstances beyond our control, for example the Christmas holiday period. We are unable to investigate lost packages with Royal Mail until 15 working days have passed. In the first instance you should check with your local Royal Mail depot.

In the event that an item is out of stock, we will contact you by email or other means to inform you within 5 working days. If the item will be in stock the next working day, we will post the order out the following day. If the item will take longer to arrive, we will post out the rest of the order and then post the missing item as back order as soon as it arrives.

We currently only make deliveries within the UK.

Undeliverable items

If your order requires a signature and there is no-one to sign for it then Royal Mail will leave a card and the package will be taken to the local collection depot. You can either arrange re-delivery at a more convenient time or collect it yourself, however, if it is not collected or re-delivered within 14 days, it will be returned to us. We will treat this as a cancelled order and refund your cost minus our postage and handling costs. We cannot be held responsible if you have not been notified of an attempted delivery and would recommend checking with your local Royal Mail collection depot if you feel you should have received your order.

If your order does not require a signature, Royal Mail may leave your parcel with a neighbour under its delivery to neighbour scheme (http://www.royalmail.com/personal/receiving-mail/delivery-to-neighbour).

It is your responsibility to ensure that the delivery address is correct at the time of ordering and we cannot be held accountable for lost or undeliverable items due to incorrect address details, which you have provided us with. Undeliverable items which include the correct address details will be treated as a cancelled order and we will refund your cost minus our postage and handling costs. We are unable to claim against a loss with Royal Mail in the event of an incorrect address and therefore cannot refund or replace your order in these circumstances.

Firvale Clinic cannot be held responsible for any losses as a result of failure to deliver, delays in delivery time, no-one present to accept delivery or incorrect delivery details. We will endeavour to ensure that orders are delivered within the time specified when ordering, however, this specified time for delivery will not be enforceable in these Terms & Conditions and the customer shall not try and do so by the service of any notice or legal action.


Cancellation policy:

It is your legal right to cancel within 14 days of receiving your order. In the event of a cancellation, you must notify us by telephone (02380 760380) during our normal business hours or by email (info@firvaleclinic.co.uk) and arrange return by a tracked delivery service with signature on receipt. We will only accept returns that are unopened, unused and undamaged and in a condition suitable for re-sale, returns postage is at your own cost and risk. It is your responsibility to ensure that return packaging is appropriate to prevent damage during transit. Returns must be received by us within 7 days. Refunds will be processed when the cancelled order has been received and the cost will only be refunded to the billing account used when placing the order and minus postage and handling costs. Refunds will not be processed for items returned after 7 days.

The return address is Returns, Firvale Clinic, Heather Corner, Chilworth Road, Chilworth, Southampton, SO16 7JZ.

Damaged or missing items:

It is your responsibility to inspect your order on delivery and notify us within 24 hours if any items are damaged or missing. Notification can be by telephone (02380 760380) during our normal working hours or via email (info@firvaleclinic.co.uk). We reserve the right to offer a refund or replace the damaged/missing product in accordance with your legal rights. We will not refund or replace any item that has been used by you when the damage could reasonably be detected by yourself, prior to opening. Any damaged products must be retained by the customer along with any packaging as they may be required for inspection by us.


Products that have been delivered incorrectly must be returned un-used and unopened in their original packaging (except to the extent reasonably necessary to examine them). Returns will only be accepted if agreed by us. Firvale Clinic will reimburse postage costs for incorrectly delivered items. Postage must be signed for tracked delivery.

Price and Payment:

The price of any products will be as quoted on our current Price List and Site, except in cases of obvious error. These prices include VAT where required. Delivery costs will be added to the total amount due once the customer has selected the goods and a delivery service from the available options as set out in Delivery Information.  Prices are liable to change at any time, but changes will not affect orders already placed where you have already received your dispatch confirmation from Firvale Clinic.

We cannot complete your order until you have paid for it in full. Payment can be made by Credit or Debit Card (allowing time for clearance).

By using a debit/credit card account to pay for your order, you confirm that the card being used is yours. We are not responsible for your card issuer or bank charging you as a result of our processing of your payment in accordance with your order.

Firvale Clinic contains a large number of products and it is always possible that, despite our best efforts, some of the products listed on our site may be incorrectly priced. We will rectify any such errors as soon as possible once we become aware of them. If a product’s correct price is different from the price stated on our site, we will normally, at our discretion, either contact you for instructions before dispatching the product, or reject your order and notify you of such rejection.

Risk and Ownership

Once delivered, the Product received becomes the customer’s responsibility and, except in relation to products that are damaged or faulty, we will not accept any liability for their loss, damage or destruction after they have been delivered.

Ownership of the products will only pass to the customer on delivery or collection of the products and when we receive full payment of all sums due in respect of the products including delivery charges where applicable.  Until this time, the customer is only acting as our fiduciary agent and shall not use, re-sell, purposely deface or damage or dispose of the products, will take appropriate care and storage of the products and will insure the Products against any losses or loss of value.

Product and Service Availability

Any advice offered regarding any product or Service is offered on the basis of any information provided.  Advice will be limited to what is the appropriate product for the user. Firvale Clinic does not accept any responsibility for any third party who uses the product on the basis of any recommendation or advice rendered for the user.

Data protection

By using Firvale Clinic and our Site, you consent to such processing and you warrant that all data provided by you is accurate.  It is your responsibility to ensure that you give us accurate, valid and up to date contact details and tell us of any changes to them.  Firvale Clinic complies with the Data Protection Act 1998 and customers have the right to access the information that We hold about you and to make any changes to ensure it is accurate and up to date. Details regarding credit/debit cards or patient information will be kept strictly confidential.

Your account

You are responsible for maintaining the confidentiality of your account, account details and any password issued for your account and for restricting access to your computer and any documents to prevent unauthorised access to your account.  You are responsible for all activities that occur under your account or password.  You must take all necessary steps to ensure that your password is kept confidential and secure and inform us immediately if you have any reason to believe that your password has become known to anyone else, or if the password is being, or is likely to be, used in an unauthorised manner.

Please ensure that the details you provide us with are correct and complete and inform us immediately of any changes to the information that you provided when registering.  You can access and update much of the information you provided Us on our Site.

We reserve the right to refuse access to the site, terminate accounts, remove or edit content or cancel orders at our discretion.  If we cancel an order, it will be without charge to you.


We have the right to revise and amend these Terms & Conditions. You will be subject to the Terms & Conditions in force at the time that you use the site or order products from us, unless any change to those policies or these Terms & Conditions is required to be made by law or governmental authority (in which case it will apply to orders previously placed by you), or if we notify you of the change to those policies or these Terms & Conditions including before we send you the Dispatch Confirmation (where relevant), in which case we have the right to assume that you have accepted the change to the Terms & Conditions, unless you notify us to the contrary within 7 working days of receipt by you of the products.

No other person, agent or organisation has the authority to alter or waive any of these Terms & Conditions without the express written consent of Firvale Clinic.

No waiver by us of any of these Terms & Conditions will be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with these Terms & Conditions.

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under any contract between us that is caused by events outside our reasonable control.

These Terms & Conditions (and any document expressly referred to in them) constitute the whole agreement between us and supersede all previous discussions, correspondence, negotiations, previous arrangement, understanding or agreement between us relating to the subject matter of any contract between us. We each acknowledge and agree that: (i) in entering into any such contract, neither of us relies on any representation or warranty (whether made innocently or negligently) that is not set out in these Terms & Conditions or the documents referred to in them; (ii) our only liability in respect of those representations and warranties that are set out in these Terms & Conditions (whether made innocently or negligently) will be for breach of contract; (iii) nothing in this term limits or excludes any liability for fraud.

We and the customer agree that English law applies to these Terms & Conditions and the products purchased through Firvale Clinic. Any dispute or claim between us arising out of or in connection with these Terms & Conditions or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the laws of England and will only be dealt with by the English courts, unless you are resident in another part of the United Kingdom, in which case the applicable law of that part of the United Kingdom will apply and any dispute will be brought before the courts there.  Purchases can be concluded in English only.

Nothing in these Terms & Conditions affects your statutory rights as a consumer.