Frequently Asked Questions
How to adjust a backrest
How to adjust a neckrest
How to replace a key on a Saturnus Keyboard
Registration is not necessary for purchasing, nor is it necessary to download our free resources. However, 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 register in the normal way. You should then notify us of your registration details so that we can configure your account to display the correct information for you. Click here to notify us now. You will be notified once your account has been configured and will then see your pricing when you log in.
How do I get a quotation?
We are committed to turning around standard product quotations within 2 hours during business hours (08:30 – 17:00 Monday – Friday). Simply email us () your requirements and a formal quotation will be returned by email as quickly as possible. If you need non-standard products or need assistance in specifying your requirements, a telephone call to the Customer Service team (0345 345 0898) will probably be quicker.
Out of business hours, you can view pricing and create an effective quotation by filling your online shopping basket. First, ensure you are configured for the right pricing (see above). You will then see your correct unit price as soon as you select a product. To create a full quotation online for a number of products, 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 can configure your login access to provide the right pricing.
How is the carriage & handling charge calculated?
Accessories are despatched free of charge (minimum order quantities apply for some smaller items) to mainland UK locations. Carriage for larger products such as chairs, stools and sit-stand adaptors will be added to your order on a per item basis. If you order accessories and one or more chairs together, then the chair carriage charge applies for the whole order. For existing customers, charges calculated online may not reflect your actual carriage cost but this will be adjusted before shipping and invoicing
Why should I consider Installation, Setup & Training for sit-stand products and chairs?
We take great pride in ensuring our customers get the best possible value and benefit from our products. When setting up a chair (or sit-stand equipment), it is not just a case of knowing what the buttons and levers are for. It is important to understand the correct postures to adopt, why they are important and how to achieve them. All our installation personnel have completed at least 5 days of specific ergonomics training (as well as many other courses), including a 2-day Advanced DSE Course. This ensures they are familiar with the processes involved in assessing individuals at their workstations and therefore understand why specific products have been specified and how individuals can benefit from their use.
I am paying by Credit Card. When do you take payment?
When you place an order online and pay by credit, debit 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 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.
How long will it take for my goods to arrive?
Accessories available from stock and ordered before noon will normally be delivered in 1-2 days. Other accessories will take longer depending on availability. Chairs and larger items ordered on a delivery-only basis will take around 3 to 5 days once the item is in stock. Chairs and desks which require installation are generally available in approximately 4 weeks. For confirmation of timescales for a particular product, please contact the Customer Service team (0345 345 0898 or .
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 is usually a good idea to contact us 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 items do not meet your requirements, goods must be returned in "as new" condition" in their original packaging, complete with all instructions and accessories. A "signed for" return carriage 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. This is how we identify the source of goods returned to us and is essential to an efficient refund process.
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.
The only exception to this ‘Vat always’ rule is if you are buying as a research establishment or project holding a VAT-exemption certificate. If so, please provide us with a copy of this certificate (ideally by email to ) 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 10 years. For information about specific products, please contact our Customer Service team on 0345 345 0898 or .
What information do we collect when you order and how do we use it?
You are only obliged to give us the information that is essential for us to process your order. Any information you provide will be retained only as long as we need it (e.g. for the duration of your product warranty). Our data management and storage facilities comply with GDPR (the General Data Protection Regulation). Refer to our policy for further information.
What our customers say
"Following a bad episode of RSI affecting my entire right arm, after much deliberation I bought this mouse - with some trepidation considering the price compared to an ordinary mouse - and it's worth every penny."
sarabryant on the DXT Ergonomic Mouse 2