We are planning to try and ensure that we can continue running our retail business as normally as possible over the coming months. As an online business, we have invested in systems that can allow our colleagues to work from home rather than the office, but this may delay response speed to enquiries and we ask that you are patient with us whilst we try and help.
To run effectively, we rely on a network of supplier and couriers to supply and deliver your orders directly to you our customers. As they too are likely to see reductions in workforce whilst people follow self-isolation guidance it is likely that delivery times will extend beyond normal. Many of our suppliers are also involved in suppling independent living equipment to the NHS and Local Authority Social Care Services. The demand for products such as care beds is high and there may be delays particularly for these sorts of products.
The health and safety of our customers and staff is our primary concern. Additional cleaning and personal hygiene have been introduced at warehouses and despatch points. We are reviewing our policy on returning products at this time and may need to extend the time it takes to process returns. If you need to return a product, please contact us for advice. We cannot collect from any address at which our customers are self-isolating.
Please be assured that we are continuing to do everything possible to maintain the customer service for you. If you wish to contact us:
Some of the products which can be purchased from the Manage At Home website are available for an eligible person to purchase without paying VAT on them. HM Revenue and Customs sets out the conditions when equipment for disabled people might be free of VAT and how to claim exemption from paying VAT on these products.
Products a can only be exempt from VAT when all the following conditions are met:
The customer is eligible to purchase supplies at the zero rate
The goods are for the personal or domestic use of the customer
The goods and services are eligible to be supplied at the zero rate
The product must be being purchased for someone who is chronically ill or disabled.
A person is ‘chronically sick or disabled’ if he/she is a person:
with a physical or mental impairment which has a long-term and substantial adverse effect upon his/her ability to carry out everyday activities;
with a condition which the medical profession treats as a chronic sickness, such as diabetes; or
who is terminally ill.
It does not include a frail elderly person who is otherwise able-bodied or any person who is only temporarily disabled or incapacitated, such as with a broken limb.‘personal or domestic’ use means that the supply must be made available specifically for the use of an eligible individual.
You don't have to physically buy the goods in person. If your parent, guardian or wife or husband buys the goods and services for you, then you won't be charged VAT.
What counts as personal or domestic use?
Personal or domestic use means that the goods or services are supplied for your own private use, rather than for business purposes. Also, the goods or services must be just for your own use - not for use by anyone else, or chronically sick or disabled people in general. However, if you and your partner are both chronically sick or disabled and you buy goods or services for both of you to use, then you won't have to pay VAT.
Products which are offered for sale on this website which qualify for VAT relief to be claimed for an eligible person.
The products which can be bought without paying VAT are:
adjustable beds, chair lifts, hoists and sanitary devices
low vision aids
equipment and appliances designed solely for use by chronically sick or disabled people.
Only the products on our site carrying the VAT exemption price (the smaller price marked exVAT) are eligible to be purchased this way and you must tick the box on the basket page indicating that you wish to claim VAT exemption on the items in your basket that are eligible for VAT relief.
How to claim
On the my basket page of this website a link to the online declaration form is provided if the basket contains a product that qualifies for VAT relief. You must tick the box to state you wish to claim VAT relief on the eligible product and complete in full the reason by which you are 'chronically sick or disabled' and name and address of the claimant. If possible the person making the claim should complete this form, but a family member, carer or medical professional may complete the form on the claimants behalf. To submit the claim and receive the VAT relief, click the 'Submit VAT Relief Claim' button before proceeding to the checkout.
Please note that all orders submitted with a VAT relief claim form completed are checked before the order is processed.
It is necessary to complete a separate claim form each time a qualifying product is purchased from Manage At Home.
For help with using our website, please see the Using the website section of our help page. If you would like additional help or information, please contact us or use our Live Chat feature to speak to a customer service advisor.
There are numerous ways in which you can contact Manage At Home, for the fastest repsonse, please contact us via our Live Chat feature or call us free on 0800 910 1864. For additional methods to contact us please visit our Contact Us page.
Delivery times may vary depending on the product(s) that you have ordered, for delivery information please see our Delivery Information page. Every product page includes a 'Delivery Information' tab which provides delivery information specific to the product that you are viewing, we recommend reading the information in this tab before placing an order.
We are committed to ensuring that your information is secure. We use high level SSL encryption technology on every page of our website. For more information on security, please see our Website Security page.
We hope that you will be happy with your purchase, however we understand that sometimes you may find a product does not suit your needs or that you have changed your mind. Please see Returns and refunds for detailed information.