+44 (0) 800 170 1126 [email protected]

Frequently Asked Questions

At Richardson Healthcare, customer service is paramount to us. Below are the questions to our most frequently asked questions. 

If you can’t find your answer, please contact us directly via email. 

 

Product related

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What are the components of the adhesives used for your dressings?

We use different adhesives for different products. If you have a query about the contents of any particular adhesive used for our product please email [email protected]

What is the MVTR of the ClearFilm IV PRO CVC advanced securement dressing?

The MVTR of ClearFilm IV PRO is 2760g/m2/24hrs.

What is the absorbency rate of Clearpore transparent island dressing?

The absorbency rate of our Clearpore dressing is: 1670 g/m2/24hours.

What is the difference in absorbency rates of C-Sorb and Xupad?

Xupad is an absorbent dressing pad with an absorbency rate of 0.96 g/cm2.

C-Sorb is a super absorbent dressing with an absorbency rate of 1.98 g/cm2.

Is SilTact compatible for use with Negative Pressure Treatment Systems?

Yes. SilTact is a non-adherent primary dressing composing of a thin mesh layer impregnated with soft silicone,
making it an ideal primary dressing for use with negative pressure wound therapy.

Please explain the symbols on your product packaging?

FAQ

Medical Device – indicates the product fulfils the criteria of a medical device, i.e any instrument, apparatus, appliance, software, implant, reagent, material or other article intended by the manufacturer to be used, alone or in combination, for human beings for one or more of the following specific medical purposes:
• diagnosis, prevention, monitoring, prediction, prognosis, treatment or alleviation of disease;
• diagnosis, monitoring, treatment, alleviation of, or compensation for, an injury or disability;
and which does not achieve its principal intended action by pharmacological, immunological or metabolic means, in or on the human body, but which may be assisted in its function by such means.

FAQ

Unique Device Identifier – the UDI is a series of numeric or alphanumeric characters that is created through a globally accepted device identification and coding standard. It allows the unambiguous identification of a specific medical device on the market. The UDI is comprised of the UDI-DI and UDI-PI.

FAQ

European Conformity Mark – is an identification that the product conforms to European Medical Directive 93/42/EEC, and Medical Devices Regulation (EU) MDR 2017/745 and meets applicable health, safety and environmental requirements. At this form it appears only on non-sterile products.

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European Conformity Mark with Notified Body Number – is an identification that the product conforms to European Medical Directive 93/42/EEC and meets applicable health, safety and environmental requirements. For sterile products the symbol is accompanied by the notified body number.

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UK Conformity Assessed – marking is a conformity mark that indicates that the product conforms to the UK Medical Device Regulations (UK MDR 2002), this regulation specifies the requirements that legal manufacturers of medical devices must meet to legally place a device on the UK market. At this form it appears only on non-sterile products.

FAQ

UKCA mark with Notified Body Number – marking is a conformity mark that indicates that the product conforms to the UK Medical Device Regulations (UK MDR 2002), this regulation specifies the requirements that legal manufacturers of medical devices must meet to legally place a device on the UK market. For sterile products the symbol is accompanied by the notified body number.

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Manufacturer – to comply with regulatory requirements for medical devices, each level of packaging has to bear the name and address of the manufacturer.

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Date of Manufacture – is an identification the date when the medical device was manufactured, expressed as YYYY-MM-DD on every level of packaging.

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Batch Code or LOT Number – is an identification number assigned to a particular quantity or a material from single manufacture. Lot numbers can be found on the outside of packaging.
The lot number enables tracking manufacturer ingredients, labour and equipment records involved in the manufacturing of products. This can help manufacture to perform quality checks and expiration dates.
This number gives customer an identifier that they can use in contacting the manufacturer and researching the production of goods received.

FAQ

Use by Date – is an identification that the medical device should not be used after the date accompanying the symbol. This symbol should be expressed as YYYY-MM-DD on every level of packaging.

FAQ

European Authorised Representative – it is a legal requirement for manufacturer who places a device on European Union market under their own name to appoint a European Authorised Representative (EC Rep) that provides a point of contact between manufacture (the non-European medical device manufacturer) the national Competent Authorities (Ministry of Health) and Notified Bodies.

FAQ

Latex Free – is an identification that the product is not made from natural rubber latex or doesn’t contain any natural rubber. This information is essential for customers having an allergy reaction to latex.

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Do Not Reuse – is an identification that the product is intended by the manufacturer to be used on an individual patient or specimen during a single procedure and then disposed of.

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Sterile – is an identification that the product is provided sterile and has been sterilised.

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Sterile Using Ethylene Oxide – is an identification that the product is provided sterile and has been sterilised using ethylene oxide.

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Non Sterile – is an identification that the product has not been subjected to a sterilisation process.

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Single Sterile Barrier System – is an identification that the product has single sterile barrier system.

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Single Sterile Barrier with Protective Packaging Inside – is an identification that the product has single sterile barrier system with protective packaging inside.

FAQ

Do Not Resterilize – is an identification that the product is not to be resterilized.

FAQ

Caution – essentially a cautionary symbol and should be used to highlight the fact that there are specific warnings or precautions associated with the product, which are not otherwise found on the label.

FAQ

Recycling – is an identification that the product is capable of being recycled, not that the product has been recycled or will be accepted in all recycling collection systems.

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Keep Dry – is an identification that the product should be kept away from rain and in dry conditions.

FAQ

Keep Away from Sunlight – is an identification that the product should not be exposed to sunlight.

FAQ

Do Not To Use if Package Is Damaged – is an identification that the product must not be used if the package holding the product is damaged. Damaged package can disintegrate of the contents or the continuity of their special condition (such as sterility) is compromised if the package bearing the symbol is damaged or prematurely opened.

FAQ

Consult Instructions for Use – is an identification on product or product packaging that relevant information for use of the product is available in printed paper form.

FAQ

Upper Limit of Temperature – is an identification that the product has the maximum temperature limit at which the item should be stored, transported or used. The temperature values may be indicated adjacent to the symbol with the maximum temperature at the upper right.

FAQ

Absence of Phthalates – phthalates are chemicals added to polyvinyl chloride (PVC) plastic to make it softer and more flexible. Di (2-ethylhexyl) phthalate (DEHP) is the type used the most in medical devices.

Sales related

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Who do you sell to?

We only sell to the NHS and healthcare institutions.

Do you do International Shipping?

Unfortunately, we currently only ship to the United Kingdom and Northern Ireland.

What does Richardson Healthcare charge for delivery?

Richardson Healthcare offers free delivery on orders over £25.

How long will it take for my order to be dispatched?

Purchases will be dispatched within 2 working days of receiving your order.

How long will it take for my order to arrive?

Orders should arrive within 3 to 5 working days after dispatch. All delivery times quoted are estimates that will vary depending on region, availability, normal processing, and the courier service. Please note that ongoing strike action means your order may take longer than this timeframe to arrive.

How can I track my order?

You can track your order via the link in your order confirmation email.

Why is tracking unavailable?

Tracking may not be immediately available for your order because we require information from our shipping provider.

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What should I do if I have not received my order?

If you have not received your order, please call us on 0800 170 1126 or email us at [email protected]

How can I cancel my order?

You have the right to waive your purchase without penalty and without providing a reason prior to the dispatch of an order. Once your order has been dispatched and is in-transit, you will not be able to cancel for an automatic refund.

Are the prices inclusive of VAT?

All the prices for goods listed on the Richardson Healthcare website are inclusive of VAT and delivery, unless stated otherwise.

Can I return my order?

If you are unhappy with your order, you must notify us of your intention to return the item within seven calendar days, starting from the day the goods are received by you. You have thirty calendar days, counting from the day you receive the goods, to return the items back to Richardson Healthcare.

Can I refund my order?

If you would like to receive a refund for your order, you must send back the new goods in their original packaging, unopened and undamaged. Products that are open will not be refunded. Goods must be returned at your own cost and risk.

All returns must be sent to the following address:

Richardson Healthcare Ltd
310 Centennial Avenue
Elstree
WD6 3TJ

Upon receiving the return, it will be verified to comply with the aforementioned conditions. Once this is complete, a refund for the total amount paid in your original order will be credited to your account within 5 working days. Any shipping costs and charges incurred during the return will not be reimbursed.

Can I exchange my goods if they are defective?

If you have any complaints about defective or damaged goods, please contact our customer service team by phone at 0800 170 1126 or by email at [email protected]
If your goods are damaged, or the incorrect items have been delivered, a replacement will be offered to you. To authorise the exchange, Richardson Healthcare requires proof of damages and for the goods to be returned to the following address:

Richardson Healthcare Ltd
310 Centennial Avenue
Elstree
WD6 3TJ

Your right to an exchange is forfeited if the goods are not received within 30 days from the day your order was delivered and if a copy of the order details is not enclosed within the returning parcel.

What payment methods do you accept?

Sales are processed through the third-party payment processing platform, Stripe.

In the UK – Stripe accepts the following card providers:

• Mastercard
• Visa

We do not accept PayPal or Google Pay.