Terms and Conditions

Who are Clark and Partners?

Here at Clark and Partners, we strive to make a difference to our customer’s lives through the products and services we provide.

Founded in 1959 by brothers, Terence and Michael Clark, we are now enjoying our 55th year of trading. Throughout the years, we have built a trusted name which our customers can rely on.

How long have you been trading online?

We have been trading online since 2007 and our website now has a wide base of customers who regularly buy online. We aim to provide the same service as you will receive in one of our retail stores, which is why we have a dedicated Web Sales Team who are always on hand to answer any questions and provide help. Our Web Sales Team are highly trained on all of our products and services, so you can rely on getting the right product!

Should our Web Sales Team notice a potential saving on your order or a product that you may have overlooked, they may contact you via phone or email to discuss this with you.

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How do I leave feedback about my experience with Clark & Partners?

We would love to hear from you! Please email us your feedback to: websales@clarkandpartners.co.uk.

What if I have a complaint?

At Clark & Partners, we pride ourselves on our customer service and high quality products, however in the unlikely case that you are unsatisfied with the service or products we have provided and would like to make a complaint, here are the steps you should take:

Firstly, we advise that you should contact our Web Sales Team on 0114 229 33 74.

If you are still unsatisfied with the outcome, you should put your complaint in writing and send it to our Sales Manager: Louise Pearson, C/O Sales Dept, 1 Orgreave Way, Sheffield, S13 9LS.

In the extremely unlikely event that you are still not satisfied with the outcome, we suggest that you contact your local trading standards.

We would love to hear from you! Please email us your feedback to: websales@clarkandpartners.co.uk.

What do I do if I want to return a product?

You can return all your items to us within 14 days of signing for them. We ask customers to return any unwanted products at their own postage and packaging costs, and to return these undamaged, unused and in the original packaging within the 14 days to obtain a full refund. If your items have arrived to you faulty or incorrect due to a fault on our behalf, we will refund all postage and packaging costs.

Please leave a note explaining why you wish to return these and address to: Stephanie Hodgkinson, C/O Web Sales Team, 1 Orgreave Way, Sheffield, S13 9LS. For more information, please call our Web Sales Team on 0114 229 33 74.

Can I return my items to a Clark & Partners shop so that I can save on Postage and Packaging?

You can do this, should you wish to. However, please contact our Web Sales Team on 0114 229 33 74, as they will need details of the products you wish to return and which store you will be returning them to. Our Web Sales Team will then contact the relevant store with all information to save you time when you visit.

How long will it take for my order to arrive?

We strive to provide the quickest delivery times possible, and once your order has been placed you will be notified via email to provide you with the estimated time of arrival for your items. We carry many items in stock, which we will typically dispatch within 24 hours of your order being placed. As we place a high value on making the widest range of products available, it is not possible to keep all of them in stock. Non-stocked items and those that are customised to you will incur longer delivery times. Where this is the case you will be notified when your order is processed.

Typically, we quote delivery times of either 2-3 days or 5-7 days depending on the product/s you have ordered. Larger products such as Rise and Recliner chairs can take up to 4 weeks.

Should you have any questions about your delivery time, please call our Web Sales Team on 0114 229 33 74.

How do I cancel an order?

We require cancellations in writing to: websales@clarkandpartners.co.uk . Please do this as soon as possible to ensure that the products haven’t been dispatched.

Why do you advise customers to book an assessment for certain products? Why can’t we just buy online?

We allow our customers to buy all of our products online should they wish to, however we always advise our customers to book assessments on products such as Scooters, Rise and Recliners and Wheelchairs to ensure that you are getting the right one for your needs. These products are more specialist than others, by doing an assessment, we can offer you professional guidance to improve your comfort and posture to avoid unnecessary discomfort or further problems.

Our assessments are free of charge and only last around 30 – 45 minutes. To book an assessment, please call our Web Sales Team on 0114 229 33 74. If you don’t feel you require an assessment, we are happy for you to purchase online.

What if I’m not in when you try to deliver my products?

If we attempt to deliver your products and there is no-one in to accept and sign for your delivery, we will either leave it with a neighbour or we will bring your delivery back to head office and contact you to re-deliver.

Please Note: There may be a further charge to re-deliver.

If I give you my email or number, will I receive spam or unsolicited calls?

No. We don’t pass on your details to any third party, and we will only use your phone number to contact you regarding the order you have placed. Our Web Sales Team may want to discuss further products with you or delivery times. They will firstly email you about this, however should they not get a reply, they will attempt to phone you.
Once your order has been sent to you, you won’t receive any calls from us. We may use your details to send you exclusive online offers designed to save you money.

What do you do with my bank details?

All payments for orders made online are taken via World Pay, which is done manually by our Accounts Team or Web Sales Team. Once we have taken your payment, your bank details are automatically deleted from our online store and all systems, meaning that any future orders will require you to re-type your bank details.

Can I take advantage of your online offers in a retail store?

Unfortunately not, any products that are listed as an “online offer” are strictly for our online customers and are not available in any of our showrooms. For further information, please contact our Web Sales Team on 0114 229 33 74 or request a call back by emailing websales@clarkandpartners.co.uk.

I don’t understand how to use your website and place an order, who can help?

If you are experiencing problems with our online store, please contact our Web Sales Team who will be able to help you. They can either take your order over the phone or they will give you help and advice on how to place an order online.

Got an unanswered question?

We are sorry that we couldn’t answer your question. Please contact our Web Sales Team who are highly trained on all products and services and will be able to advise you further.