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Terms and Conditions for ordering Accu-Chek insulin pump consumables for funded patients

Terms and Conditions for ordering Accu-Chek insulin pump consumables for funded patients

These terms
1. What these terms cover. These are the terms and conditions on which we may supply Accu-Chek insulin pump consumables to you when your care is funded by a Trust, CCG or Health Board (“Payer”) in the United Kingdom who has entered into a contract with us that tells us that we can accept orders that you place by calling the Accu-Chek Careline or using our online ordering option available on accu-chek.co.uk. Your Payer will tell us which Accu-Chek insulin pump consumables you are allowed to order in this way and how many and how often.
2. Why you should read them. Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide products to you, how you and we may change or cancel your order, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss.
Information about us and how to contact us
1. Who we are. We are Roche Diabetes Care Limited, a company registered in England and Wales. Our company registration number is 09055599 and our registered office is at Roche Diabetes Care Limited, Charles Avenue, Burgess Hill, West Sussex, RH15 9RY UK. Our registered VAT number is GB189655151
2. How to contact us. You can contact us by telephoning our Customer Careline on 0800 731 2291 or by writing to us at Roche Diabetes Care Limited, Charles Avenue, Burgess Hill, West Sussex RH15 9RY or [email protected] or [email protected].
3. How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
4. "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
Your order with us
1. How we will accept your order. Our acceptance of your order will take place when we tell you that we accept your order during a call, or in an email or in writing.
2. If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge your Payer for the product. This might be because:
  1. your order does not correspond with the instructions we have received from your Payer (for example, if you try to order a product that your Payer has not told us they have agreed to fund, or your Payer has not told us that we can accept orders directly from you);
  2. we do not have a current contract with a Payer in relation to the funding of your consumables;
  3. the product is out of stock;
  4. because of unexpected limits on our resources which we could not reasonably plan for; or
  5. because we are unable to meet a delivery deadline you have specified.
3. Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
4. We only deliver funded products to the UK. Unfortunately, we do not accept orders for funded products from or deliver funded products to addresses outside the UK.
Our products
1. Products may vary slightly from their pictures. The images of the products on our website or in our brochure are for illustrative purposes only. Your product may vary slightly from those images.
2. Product packaging may vary. The packaging of the product may vary from that shown in images on our website or in our brochure.
Your rights to make changes
1. If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to cancel your order (see clause 7, Your rights to cancel your order).
Providing the products
1. When we will provide the products. We will deliver the products to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order.
2. We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to cancel your order.
3. If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
4. If you do not re-arrange delivery. If you do not collect the products from us as arranged or if, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot we will contact you for further instructions. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may cancel your order.
5. What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, your name and delivery address. If so, this will have been told to you over the telephone or in the course of email exchanges (depending on how you place your order with us). If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may cancel your order. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
6. Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:
  1. to deal with technical problems or make minor technical changes;
  2. if there is an issue with your funding, for example, if your Payer informs us that they are no longer funding your care or if you have moved house and your existing Payer is no longer responsible for funding your care; or
  3. to update the product to reflect changes in relevant laws and regulatory requirements.
7. Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. You may contact us to cancel your order for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than one (1) calendar month.
Your rights to cancel your order
1. You can always cancel your order with us. Whether you can cancel your order will depend on what you have ordered, whether there is anything wrong with it, how we are performing and when you decide to cancel your order:
  1. If what you have ordered is faulty or misdescribed you may have a right to cancel your order (or to get the product repaired or replaced see clause 10); or
  2. If you want to cancel your order because of something we have done or have told you we are going to do, see clause 7.2;
  3. If you have just changed your mind about the product, see clause 7.3. You may be able to get a refund if you are within the cooling-off period, but this may be subject to deductions;
2. Cancelling your order because of something we have done or are going to do. You can cancel your order for a reason set out at 7.2.1 to 7.2.3 below:
  1. where there is a risk that supply of the products may be significantly delayed because of events outside our control;
  2. where we have suspended supply of the products for technical reasons, or notify you we are going to suspend them for technical reasons, in each case for a period of more than one (1) calendar month; or
  3. if there is a problem with your order (see clause 10).
3. When you don't have the right to cancel your order. You do not have a right to cancel your order in respect of:
  1. products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;
  2. sealed audio or sealed video recordings or sealed computer software, once these products are unsealed after you receive them; and
  3. any products which become mixed inseparably with other items after their delivery
4. How long do I have to cancel my order? You have 14 days after the day you (or someone you nominate) receives the products, unless:
  1. Your goods are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.
  2. Your goods are for regular delivery over a set period). In this case you have until 14 days after the day you (or someone you nominate) receives the first delivery of the goods.
How to cancel your order
1. Tell us you want to cancel your order. To cancel your order, please call our Customer Careline* on 0800 731 2291 or email us at [email protected] (for insulin pumps and associated products), or [email protected] (for all other products) and provide details of what you ordered, when you ordered or received it and your name and address. *Please note our Customer Careline is open Monday – Friday, 8am - 6pm excluding bank holidays. Some mobile operators may charge for calls to this number.
2. Returning products after cancelling your order. If you cancel your order in accordance with these terms after products have been dispatched to you or you have received them, you must return them to us. Please call our Customer Careline on 0800 731 2291 (or email us at [email protected] (for insulin pumps and associated products), or [email protected] (for all other products). If your request to cancel your order is in accordance with these terms, we will give you a ‘return authorisation number’ which you must write on the returns label that is provided with your products. Please package your products suitably, attach the return label to the outside of the package and post it at your nearest Royal Mail Post Office. You must send off the goods within 14 days of telling us you wish to cancel your order.
Our rights to cancel your order
1. When we may cancel your order. We may cancel your order for a product at any time by writing to you if:
  1. you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the products, for example, your name or delivery address; or
  2. you do not, within a reasonable time, allow us to deliver the products to.
If there is a problem with the product
1. How to tell us about problems. If you have any questions or complaints about the product, please contact us. You can telephone our Customer Careline on 0800 731 2291 or email or write to us at Roche Diabetes Care Limited, Charles Avenue, Burgess Hill, West Sussex, RH15 9RY or [email protected] (for anything related to insulin pumps or associated products) or [email protected] (for anything related to all other products).
How we may use your personal information
1. How we may use your personal information. We will only use your personal information as set out in our Privacy Statement. You can find our Privacy Statement on our website.