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Frequently asked questions

Why register?

Registration is necessary for all purchasing but also gives further benefits to casual visitors.  In particular, you need to register in order to have access to our extensive range of downloadable (free) resources.  Furthermore, we review new registrants regularly and your registration may be upgradable for more attractive pricing.  Existing customers on special terms will also be able to see their agreed pricing online once the account has been configured (see "I am already a customer" below).  Click here to register and/or log in now.

I am already a customer.  How do I see our agreed prices rather than retail prices?

Existing customers should first register on the site in the normal way.  This gives you access to retail prices.  For security, you then need to notify us of your registration details so that we can configure your account to show the correct information.  Click here to notify us now.

How do I get a quotation?

Once you are configured for the right pricing (see above), you will find your correct unit price as soon as you select a product.  To create a full quotation for a number of products, first select and "buy" them as if you were planning to make a purchase but stop before you get to the final stage.  To clear your quotation, click on the Shopping Basket on the right hand side, tick the "Remove" box beside each line and then click on "Update".  If you are an existing customer or want to use our site to specify products for clients, we will configure your login access to provide the right pricing.

How do I buy online?

Simply select the product(s) you wish to purchase, enter the quantity you require and click on "Buy".  When you have finished shopping, click on the Shopping Basket on the right hand side and you will be taken through the completion process.

How is the carriage & handling charge calculated?

Carriage on chairs and stools is charged at £20.00 + VAT per item.  Accessories are charged at £12.95 + VAT per order.  If you order accessories and one or more chairs together, then the chair carriage charge applies for the whole order.  If you order only accessories, certain larger orders will be carriage-free.  The carriage-free threshold varies according to the order mix but, as a simple rule of thumb, accessories-only orders (i.e. no chairs) over £500.00 + VAT are normally free.  For existing customers, this carriage-free threshold may be lower.

I am paying by Credit Card.  When do you take payment?

When you place an order online and pay by credit card, debit card or charge card, the order process makes a number of standard security checks to ensure that the purchase transaction will be honoured.  We do not take the charge at this time.  One of our office team then checks the order (during business hours) and emails you an Order Acceptance (or contacts you if there are any queries or complications).  The charge is taken when the goods are ready for despatch.

Can I get goods on trial?

We can provide you with products on "Sale or Return".  This involves making a purchase with the right to return the goods within 30 days if they are not suitable.  Our Customer Service team is always happy to give you guidance in making a purchasing choice so it's usually a good idea to contact them if you are in any doubt (0345 345 0898 or ).  

You should enter "Sale or Return" in the "Additional Notes" box at the bottom of the first page of the order process.  If they don't meet your requirements, goods must be returned in "as new" condition" in their original packaging, complete with all instructions and accessories. A "signed for" carrier service should be used and return carriage costs are your responsibility.  If you need to return goods, it is very important that you contact the Customer Service team to obtain a Goods Return Authorisation number before sending anything back.

Explain to me about VAT (Value Added Tax)?

We charge V.A.T. on all goods shipped to UK addresses at the standard rate of 20%. This is a legal obligation. If you are buying goods to reduce the impact of disabilities, you may find that some goods you are buying elsewhere (specifically designed to address the needs of disabled people) may be VAT-exempt. However, because all of our products are also suitable for use by people without disability, the exemption does not apply to our range and we must charge VAT. We have checked this thoroughly with our local HMRC office and H.M. Revenue and Customs published guidance.

If, however, you are purchasing for a research project or similar activity holding a VAT-exemption certificate, please provide us with a copy of this certificate (ideally by fax to 01202 850560) and we should be able to deduct the VAT from your order before processing it.

What warranty applies?

All products carry at least a 12 month Return to Base warranty.  Some have as much as 5 years.  All warranties depend upon the type of use.  For specific information, please contact our Customer Service Department on 0345 345 0898 or

I can't get the RULA utility to work properly.  What is wrong?

The RULA facility uses "cookies" to store scores during the input process.  You need to "enable cookies" in order for this to work.  RULA now runs from its own site at so cookies have to be enabled for this domain name.  For further information go to

What information do we collect when you register and how do we use it?

When you order, we need to know your name, telephone number, e-mail address and delivery address. From time to time we may use the information you have provided to send you product literature, special offers, information about upcoming conferences or exhibitions and other information. If you do not wish to receive this please contact Customer Services and we will amend your account accordingly

Will Osmond Group disclose the information it collects to any outside parties?

We do not sell, trade, or rent your personal information to others. Osmond Group may provide statistics about our customers, sales, traffic patterns and other site information to third-party vendors, but these statistics will provide no personal information.

If you have any more questions about your privacy, please email any questions to

How do we protect customer information?

We do not see your card information, as it is encrypted and passes directly to an external payment system. No information you provide will be examined, used or modified by any third parties.

Your personal information is stored securely by our website developers, in accordance with the Data Protection Act 1988.

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