TERMS AND CONDITIONS

Please read our Terms and Conditions of Sale before placing an order. If you wish to keep a copy for your records, please print out this screen.

1. About these terms 

1.1 Who we are

Dene Healthcare Limited is a company registered in England and Wales under company number 05427785.

Our registered office address is:

Dene Healthcare Limited (05427785)

Ty Mynydd 

Cwm Wyon Business Park

Mountain Ash

CF45 4ER

Our principal trading address is:

Dene Healthcare Limited

Units 4–7 Gateway Drive
Yeadon
Leeds
West Yorkshire
LS19 7XY

VAT number: GB 842 2755 27

EORI number: GB842275527000

Telephone: 0113 250 5070

Email: info@denehc.co.uk

Website: www.denehc.co.uk

In these Terms, Dene Healthcare Limited is referred to as “Dene”, “we”, “us” or “our”.

1.2 When these Terms apply

These Terms and Conditions of Sale apply to all Goods and Services supplied by Dene, including orders placed:

• through our website;
• by telephone;
• by email;
• through a Dene representative;
• by purchase order; or
• through any other ordering method accepted by us.

By placing an Order, the Customer confirms that they have read, understood and agreed to these Terms.

These Terms apply unless alternative terms have been expressly agreed in writing by an authorised representative of Dene. Any terms included in, or referred to by, a Customer’s purchase order or other document will not apply unless we have expressly accepted them in writing.

1.3 Business customers

Our Goods and Services are primarily supplied to businesses, healthcare organisations and other professional customers for use in connection with their trade, profession or organisation.

Where a Customer purchases Goods wholly or mainly for purposes outside their trade, business, craft or profession, they may be treated as a consumer. Nothing in these Terms will exclude or restrict any statutory rights that apply to consumers and cannot legally be excluded.

1.4 Other applicable documents

These Terms should be read alongside any other policies or terms referred to during the ordering process, including our:

• Privacy Policy;
• Cookie Policy;
• Returns Policy;
• delivery information; and
• any product-specific or service-specific conditions brought to the Customer’s attention before an Order is accepted.

If there is a conflict between these Terms and any specific written terms agreed by Dene for a particular Order, the specific written terms will take priority for that Order.

2. Definitions

In these Terms, the following words have the meanings set out below:

Account means a Customer’s account with Dene, including any online or credit account.

Business Day means Monday to Friday, excluding public and bank holidays in England.

Contract means the legally binding agreement between Dene and the Customer for the supply of Goods or Services, incorporating these Terms.

Customer, you or your means the person, business, partnership, company, healthcare organisation or other body placing an Order with Dene.

Dene Points means points awarded under the Dene Points loyalty scheme, subject to the terms set out in the Dene Points section of these Terms.

Delivery Address means the address specified by the Customer and accepted by Dene for delivery of the Goods.

Goods means any products, equipment, consumables, pharmaceuticals or other items supplied or agreed to be supplied by Dene.

Order means a request submitted by the Customer to purchase Goods or Services from Dene.

Order Confirmation means written confirmation from Dene that an Order has been accepted.

Services means any services supplied or agreed to be supplied by Dene, including training, testing, calibration, installation or other support services where applicable.

Website means www.denehc.co.uk and any replacement or associated website operated by Dene.

Headings are included for convenience only and do not affect the interpretation of these Terms. Words in the singular include the plural and vice versa.

3. Orders and Contract Formation

3.1 Placing an Order

Orders may be placed through our website, by telephone, by email, through your Account Manager, or by submitting an official purchase order.

All Orders are subject to acceptance by Dene and to product availability.

The display of Goods or Services on our Website, in catalogues or other marketing materials constitutes an invitation to treat and does not form a binding offer to sell.

3.2 Order Acknowledgement

After an Order has been placed, we may send an acknowledgement confirming that we have received your Order.

This acknowledgement does not constitute acceptance of your Order and does not create a legally binding Contract.

3.3 Acceptance of Your Order

A legally binding Contract between you and Dene is formed only when we have accepted your Order.

Acceptance will normally occur when we:

• issue an Order Confirmation;
• dispatch the Goods; or
• begin providing the Services,

whichever occurs first.

Until acceptance has taken place, Dene reserves the right to refuse or cancel any Order without liability.

3.4 Availability

All Goods are offered subject to availability.

If a product becomes unavailable after an Order has been placed, we will contact you as soon as reasonably practicable to discuss the available options, which may include:

• supplying an alternative product;
• delaying delivery until stock becomes available; or
• cancelling the affected item and issuing an appropriate refund or credit.

3.5 Product Information

Whilst we make every reasonable effort to ensure product descriptions, specifications, images and pricing are accurate, occasional errors may occur.

Product images are provided for illustrative purposes only and packaging, branding or manufacturer specifications may differ from those shown.

Manufacturers may amend product specifications without notice, and Dene cannot guarantee that product images or descriptions will always reflect the latest manufacturer updates.

3.6 Pricing Errors

If we discover that a product has been advertised or priced incorrectly, we reserve the right to correct the error before accepting your Order.

Where this occurs, we will contact you to explain the error and give you the option to:

• proceed with your Order at the correct price; or
• cancel the affected item or Order without charge.

If we are unable to contact you within a reasonable period, we may cancel the Order and refund any payment already received.

3.7 Refusal of Orders

Dene reserves the right to refuse any Order where it is reasonable to do so, including (but not limited to) where:

• Goods are unavailable;
• payment cannot be authorised;
• incorrect pricing has been identified;
• the Customer has exceeded agreed credit limits;
• there is reason to believe an Order has been placed fraudulently or in error;
• supplying the Goods would breach legal or regulatory requirements; or
• exceptional circumstances beyond our reasonable control prevent us from fulfilling the Order.

3.8 Changes to an Order

If you wish to amend or cancel an Order after it has been placed, please contact us as soon as possible.

We will make every reasonable effort to accommodate your request; however, once an Order has been accepted, picked, packed or dispatched, changes or cancellations may not be possible.

Any accepted cancellation may be subject to our Returns Policy or any applicable restocking charges.

4. Pricing, Payment and Dene Points

4.1 Pricing

All prices displayed by Dene are shown in Pounds Sterling (£) unless otherwise stated.

Prices are exclusive of VAT unless expressly indicated otherwise. VAT and any applicable delivery charges will be added at the prevailing rate before your Order is confirmed.

Whilst we make every effort to ensure pricing is accurate, Dene reserves the right to correct genuine pricing errors before accepting an Order.

4.2 Payment

Payment terms will be agreed when your Account is opened or when your Order is placed.

Unless otherwise agreed in writing:

• Credit Account Customers must pay all invoices within 30 days of the invoice date.
• Customers without a credit account must pay in full before Goods are dispatched.
• Customers with a Direct Debit set as the payment method have 45 day credit terms.
• When Loyalty Points are redeemed against an order, the full number of points will be applied to that order. If the value of the redeemed Loyalty Points exceeds the total value of the order, any unused balance will remain credited to the Customer's account and may be redeemed against future eligible purchases. Loyalty Points have no cash value and no cash refund or credit will be provided for any unused balance.

We reserve the right to suspend deliveries, refuse further Orders or withdraw credit facilities where payment remains outstanding.

4.3 Late Payment

Where payment is not received by the due date, Dene reserves the right to:

• recover any reasonable costs incurred in recovering overdue debts;
• suspend deliveries or Services until outstanding balances have been settled;
• reduce or withdraw credit facilities without notice.

Acceptance of late payment shall not constitute a waiver of any rights available to Dene.

4.4 Credit Limits

Where a credit account has been agreed, Dene may assign a credit limit.

We reserve the right to review, amend, reduce or withdraw credit limits at any time based upon payment history, credit assessments or changes in financial circumstances.

5. Dene Loyalty Points

5.1 General

Dene Loyalty Points is Dene Healthcare's customer loyalty programme, designed to reward eligible purchases made through Dene.

Participation in the scheme constitutes acceptance of these Terms.

5.2 Earning Dene Points

Eligible purchases will earn Dene Loyalty Points at rates determined by Dene from time to time.

Certain products, services or promotional purchases may be excluded from earning points. 

Pharmaceutical products are excluded from earning points. 

Loyalty points are earned on website purchases only.

5.3 Value of Dene Points

Each Dene Loyalty Point has a redemption value of £0.01 (one penny).

Points may only be redeemed against eligible purchases made through Dene Healthcare.

Points cannot be:

• exchanged for cash;
• transferred to another customer or account;
• sold or assigned to another person.

5.4 Expiry

Dene Loyalty Points remain valid for 12 months renewing annually on 1st August. 

Any unused Points will automatically expire after this period and cannot be reinstated.

5.5 Credits, Returns and Cancellations

Where Goods are returned, cancelled or credited, Dene reserves the right to deduct any Dene Loyalty Points awarded in relation to the original purchase.

If Points have already been redeemed against an Order that is subsequently refunded or credited, Dene reserves the right to adjust the Customer's Dene Loyalty Points balance accordingly.

5.6 Account Changes

If a Customer Account is closed for any reason, any unused Dene Loyalty Points will automatically expire.

Where a Customer loses Key Account status or ceases to qualify for benefits associated with their account, Dene reserves the right to withdraw associated benefits, including but not limited to:

• preferential pricing;
• free delivery;
• Dene Points accrual; and
• any other account-specific incentives.

5.7 Changes to the Scheme

Dene may amend, suspend or withdraw the Dene Loyalty Points scheme at any time where reasonably necessary.

Any material changes will be published on our Website.

The withdrawal of the scheme shall not affect Points already redeemed before the effective date of the change.

5.8 Abuse of the Scheme

Dene reserves the right to withhold, remove or cancel Dene Loyalty Points where we reasonably believe that:

• the scheme has been misused;
• fraudulent activity has occurred;
• an Account has been used in breach of these Terms; or
• Points have been awarded in error.

Any decision made by Dene regarding the administration of the Dene Points scheme shall be final.

6. Delivery

6.1 Delivery Times

We will make every reasonable effort to deliver Goods within the timescales advised at the time of ordering.

Orders placed before our published cut-off time on a Business Day will normally be processed the same day, subject to:

• product availability;
• successful payment or credit approval;
• any additional verification checks that may be required; and
• any restrictions relating to temperature-controlled or regulated products.

Delivery times are estimates only and are not guaranteed unless expressly agreed in writing.

6.2 Delivery Address

Goods will be delivered to the delivery address provided by the Customer when placing the Order.

The Customer is responsible for ensuring that delivery details are accurate and that someone is available to accept delivery where required.

Additional delivery charges may apply where incorrect delivery information has been supplied.

6.3 Delivery Partners

Dene uses a number of trusted delivery partners to complete deliveries on our behalf.

Whilst we work closely with our delivery providers to achieve excellent service levels, delivery times may occasionally be affected by circumstances outside our reasonable control, including adverse weather, traffic disruption, operational delays or other unforeseen events.

6.4 Delivery Delays

If we become aware of any significant delay to your Order, we will make reasonable efforts to keep you informed.

Dene shall not be liable for any indirect, consequential or financial loss arising solely from reasonable delivery delays beyond our control.

6.5 Failed Deliveries

Where delivery cannot be completed because:

• no authorised person is available to accept delivery;
• access to the premises is unavailable;
• incorrect delivery information has been provided; or
• delivery is otherwise prevented by circumstances within the Customer's control,

Dene reserves the right to:

• charge any additional delivery costs incurred;
• recover any storage or redelivery charges;
• cancel the Order where appropriate; or
• deduct any costs reasonably incurred before issuing any refund.

6.6 Inspection of Goods

Customers should inspect Goods as soon as reasonably practicable following delivery.

Any shortages, damages or discrepancies should be reported to Dene within 48 hours of receipt.

Failure to notify us within this period may affect our ability to investigate claims with manufacturers or delivery partners.

Nothing in this clause affects your statutory rights.

7. Temperature Controlled Products

7.1 Temperature-Controlled Deliveries

Certain products supplied by Dene require transportation within specified temperature limits in order to maintain their quality, safety and regulatory compliance.

Where applicable, these Goods will be dispatched using validated temperature-controlled procedures designed to maintain the required storage conditions throughout transit.

7.2 Customer Responsibilities

Customers are responsible for ensuring that:

• deliveries are accepted promptly;
• temperature-controlled Goods are unpacked without unnecessary delay;
• products are inspected on receipt; and
• products are stored immediately in accordance with the manufacturer's storage requirements.

Failure to do so may affect product integrity.

7.3 Delivery Attempts

Temperature-controlled Goods should not be left unattended unless specifically authorised by the Customer.

Where delivery cannot be completed on the first attempt, Dene may, at its discretion, arrange redelivery or determine whether replacement Goods are required.

7.4 Delivery Delays

Whilst Dene uses validated packaging systems and carefully selected delivery partners, exceptional delays outside our reasonable control may occasionally occur.

Where Dene reasonably believes that the integrity of temperature-controlled Goods may have been compromised during transit, we reserve the right to investigate before authorising replacement or credit.

7.5 Pharmaceutical Products

Certain pharmaceutical products are supplied in accordance with applicable medicines legislation and Good Distribution Practice (GDP) requirements.

Additional handling, delivery and return restrictions may apply to these products.

Customers agree to comply with any storage, handling and inspection instructions supplied with pharmaceutical Goods.

8. Regulated Products 

8.1 Regulated Products Where products require routine servicing, calibration, testing or inspection, it is the Customer's responsibility to ensure these activities are carried out at the appropriate intervals.

8.2 Compliance

Certain Goods supplied by Dene Healthcare, including pharmaceuticals, medical devices and other regulated healthcare products, are subject to specific legislation, regulatory guidance and manufacturer requirements.

Customers are responsible for ensuring that such Goods are stored, handled, maintained and used in accordance with the manufacturer's instructions, applicable legislation and any relevant professional guidance.

8.3 Customer Responsibilities

The Customer is responsible for ensuring that regulated products are:

• stored under the appropriate environmental conditions;
• used only for their intended purpose;
• maintained where required in accordance with the manufacturer's recommendations;
• not altered, modified or repaired except where authorised by the manufacturer; and
• used only by appropriately trained or authorised personnel where applicable.

8.4 Liability

Dene Healthcare shall not be liable for any loss, damage, product failure or regulatory non-compliance arising from:

• incorrect storage after delivery;
• misuse or improper handling;
• unauthorised modification or repair;
• use outside the manufacturer's intended purpose;
• failure to follow the manufacturer's instructions or applicable regulatory guidance; or
• continued use of products that are known or suspected to be defective.

9. Risk and Ownership 

9.1 Risk

Responsibility for the Goods passes to the Customer upon successful delivery to the agreed delivery address.

9.2 Retention of Title

Ownership of the Goods shall remain with Dene until payment has been received in full for:

• the Goods supplied under the relevant Contract; and
• all other monies owed by the Customer to Dene.

Until ownership passes, the Customer shall:

• keep the Goods separate from other goods where reasonably practicable;
• store them safely;
• maintain them in good condition;
• clearly identify them as the property of Dene where appropriate; and
• not sell, pledge or otherwise dispose of them other than in the ordinary course of business without Dene's prior written consent.

9.3 Recovery of Goods

If payment becomes overdue or the Customer becomes insolvent, Dene reserves the right, where legally permitted, to recover any Goods that remain our property.

The Customer agrees to provide reasonable access to enable recovery where ownership has not passed.

10. Returns and Cancellations

10.1 Returns

Dene aims to make the returns process as straightforward as possible.

All returns are subject to our published Returns Policy, which forms part of these Terms and Conditions.

No Goods should be returned without prior authorisation from Dene.

10.2 Return Authorisation

Before returning any Goods, Customers must contact Dene to obtain a Returns Authorisation (RMA) reference.

Returns received without an authorised RMA reference may be refused or returned to the Customer.

10.3 Return Conditions

Unless Goods are faulty, damaged or supplied in error, returned items must:

• be unused and in their original condition;
• be complete with all original packaging where reasonably possible;
• be suitable for resale as new;
• be returned within the timescales set out in our Returns Policy.

Dene reserves the right to refuse returns or apply a reasonable handling or restocking charge where returned Goods do not meet these requirements.

10.4 Incorrect or Damaged Goods

If you receive Goods that are damaged, defective or incorrect, please notify Dene as soon as reasonably practicable and, wherever possible, within 48 hours of delivery.

We may request photographs or additional information to assist our investigation.

Where appropriate, Dene will arrange replacement, repair or credit in accordance with your statutory rights and these Terms.

10.5 Pharmaceutical Products

Returns of pharmaceutical products are subject to applicable legislation and MHRA Good Distribution Practice (GDP) requirements.

Unless supplied incorrectly, damaged in transit or otherwise agreed by Dene, pharmaceutical products cannot normally be accepted for return.

Any authorised pharmaceutical return must be reported to Dene promptly and handled in accordance with our pharmaceutical returns procedure.

The Practice is solely responsible for ensuring that all pharmaceutical returns comply with the requirements of the Medicines and Healthcare products Regulatory Agency (MHRA), Good Distribution Practice (GDP) guidance, and Dene's Pharmaceutical Returns Procedure. Failure to comply with these requirements, including any failure to maintain the appropriate storage conditions prior to return, may result in the return being refused and the Practice forfeiting any entitlement to a refund, replacement or credit in respect of the affected products.

10.6 Temperature-Controlled Products

Temperature-controlled products may only be returned where authorised by Dene.

Products that have left Dene's controlled distribution process may not be suitable for resale and therefore may not be eligible for refund or credit.

10.7 Customer Cancellations

Customers wishing to cancel an Order should contact Dene as soon as possible.

Where an Order has not yet been accepted, picked, packed or dispatched, we will make every reasonable effort to cancel it.

Once Goods have been dispatched, cancellation may not be possible and any return will be subject to our Returns Policy.

10.8 Consumer Cancellation Rights

Where Goods are purchased by a consumer, any statutory cancellation rights available under applicable consumer legislation will continue to apply.

Nothing in these Terms limits or excludes those statutory rights.

11. Warranty and Product Quality

11.1 Manufacturer's Warranty

Many products supplied by Dene are covered by the manufacturer's warranty.

Where applicable, details of any manufacturer's warranty will be supplied with the Goods or made available upon request.

11.2 Dene Warranty

Unless otherwise stated, Dene warrants that Goods supplied will be free from material defects at the time of delivery.

This warranty does not affect any statutory rights available to consumers.

11.3 Warranty Exclusions

The warranty does not apply where defects arise as a result of:

• normal wear and tear;
• accidental damage;
• misuse or negligence;
• improper storage or handling;
• failure to follow manufacturer instructions;
• unauthorised modification or repair;
• use outside the intended purpose.

11.4 Reporting Defects

If you believe Goods supplied by Dene are defective, please notify us as soon as reasonably practicable after the issue is identified.

We may request:

• photographs;
• batch numbers;
• product samples;
• inspection of the Goods; or
• return of the product for investigation.

11.5 Remedies

Where Dene accepts that Goods are faulty, we may, at our discretion:

• replace the Goods;
• repair the Goods where appropriate;
• provide a credit; or
• issue a refund.

Our liability shall not exceed the purchase price of the affected Goods except where otherwise required by law.

12. Product Information and Images

12.1 Product Information

We make every reasonable effort to ensure that product descriptions, specifications, technical information and pricing are accurate.

However, manufacturers may change specifications, packaging or product design without prior notice.

12.2 Images

Product images, illustrations, diagrams and photographs are provided for illustrative purposes only.

Colours, dimensions, packaging and product appearance may vary from those shown.

12.3 Intellectual Property

All photographs, illustrations, artwork, technical documents, catalogues, brochures and other content produced by Dene remain our intellectual property unless otherwise stated.

They may not be copied, reproduced, distributed or used without our prior written permission.

13. Limitation of Liability

13.1 Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation; or
• any liability that cannot be excluded or limited under applicable law.

13.2 Subject to clause 13.1, Dene shall not be liable for:

• any indirect or consequential loss;
• loss of profits;
• loss of revenue;
• loss of business or contracts;
• loss of anticipated savings;
• loss of goodwill or reputation; or
• any business interruption,

arising from the supply of Goods or Services, except where such liability cannot legally be excluded.

13.3 Dene's total liability arising from any Contract shall not exceed the total value of the Goods or Services supplied under that Contract, except where otherwise required by law.

14. Data Protection

14.1 Dene Healthcare processes personal information in accordance with applicable UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.

Details of how we collect, use and protect personal information can be found in our Privacy Policy, available on our Website.

Customers are responsible for ensuring that any personal information they provide to Dene is accurate and up to date.

15. Intellectual Property

15.1 All intellectual property rights relating to Dene's Website, branding, catalogues, product images, marketing materials, documentation and other content remain the property of Dene Healthcare Limited or our licensors.

Nothing in these Terms grants any licence or right to use our intellectual property except as necessary to purchase Goods or Services from Dene.

16. Force Majeure 

16.1 Dene shall not be liable for any delay or failure to perform its obligations where such delay or failure results from circumstances beyond our reasonable control.

These circumstances include, but are not limited to:

• extreme weather;
• flooding;
• fire;
• pandemics or epidemics;
• industrial disputes;
• shortages of raw materials;
• supplier failures;
• transport disruption;
• power or communications failures;
• cyber incidents;
• government action; or
• any other event beyond our reasonable control.

Where such circumstances continue for an extended period, Dene reserves the right to suspend or cancel affected Orders.

17. Website Use

17. Use of the Dene Healthcare Website is subject to our separate Website Terms of Use as stated in the Privacy Policy.

Whilst we make every reasonable effort to ensure the Website remains available and accurate, we cannot guarantee uninterrupted access or that all content will always be current or free from errors.

Customers are responsible for maintaining the confidentiality of any account login details issued to them.

18. General Provisions

18.1 Entire Agreement

These Terms, together with any documents specifically referred to within them, constitute the entire agreement between Dene and the Customer relating to the sale of Goods and Services.

18.2 Severability

If any provision of these Terms is found to be unlawful, invalid or unenforceable, the remaining provisions shall remain in full force and effect.

18.3 Waiver

Any delay or failure by Dene to enforce any provision of these Terms shall not constitute a waiver of our rights.

18.4 Assignment

Customers may not assign or transfer any rights or obligations under these Terms without Dene's prior written consent.

Dene may assign or transfer its rights and obligations where reasonably necessary, including as part of a business reorganisation or sale.

18.5 Third Party Rights

Unless expressly stated otherwise, no person other than Dene and the Customer shall have any right to enforce any provision of these Terms under the Contracts (Rights of Third Parties) Act 1999.

18.6 Amendments

Dene may update these Terms from time to time.

The latest version will always be available on our Website and will apply to Orders placed after the date of publication.

19. Governing Law

19.1 Governing Law

These Terms and any Contract between Dene and the Customer shall be governed by and interpreted in accordance with the laws of England and Wales.

Any dispute arising from or relating to these Terms or any Contract shall be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact Us

If you have any questions regarding these Terms and Conditions, please contact us:

Dene Healthcare Limited
Units 4–7 Gateway Drive
Yeadon
Leeds
West Yorkshire
LS19 7XY

Telephone: 0113 250 5070

Email: info@denehc.co.uk

Website: www.denehc.co.uk 

These Terms and Conditions are effective from 1st August 2026 until further notice.