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Website FAQ's

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Website FAQ's


Please find below a selection of Frequently Asked Questions about who Robinson Healthcare is, who we sell to, how to order products from us and how to select the right product to meet your needs. If you can't find the question you need an answer to, please call our Customer Services team on 01909 735000, click here to send us an enquiry or send an email to customer.services@robinsonhealthcare.com

 

Click on your question of interest below to reveal the answer. Click on the question again to hide the answer.

 

Who is Robinson Healthcare Limited?

Robinson Healthcare is a UK manufacturer of healthcare consumable products in the following market sectors

  • Professional Healthcare, including single use instruments and medical absorbents
  • Personal Healthcare, including first aid and cotton wool
  • Animal Healthcare, including licensed veterinary woundcare and veterinary absorbents

The manufacturing and distribution facility is situated in Worksop, Nottinghamshire, employing 180 people. Robinson Healthcare was founded in 1839 and has been at the forefront of innovation in healthcare consumables throughout its history.

Who do Robinson Healthcare sell products to?

Robinson Healthcare manufactures a comprehensive range of professional, personal and animal healthcare consumables which are sold to the following customers:

  • NHS & private healthcare
  • Nursing and care homes
  • Medical distributors
  • Retail multiples & high street retailers
  • Pharmacists & pharmacy distributors
  • Animal healthcare distributors

Our products can be purchased via a network of supporting distributors. Alternatively, orders can be placed directly, either online via this website or by contacting our Customer Services team on 01909 735000.

Can anyone order products on this website?

Yes. This site offers the opportunity for all of our customers to purchase products online. Please note that you can only buy a product in the quantity shown (our standard case quantity). Even though the case quantity may seem high, remember that buying in bulk saves money. If you wish to buy a smaller quantity please contact us on 01909 735000 and we can put you in touch with one of our stocking distributors.


Alternatively, please note that Robinson Healthcare has offered a mail order service for many years, so that individual consumers who wish to buy products in singles can do so. This mail order service for single items is currently not available online, so if you wish to buy products from the Personal Healthcare section of this website, please contact our Telephone Mail Order Service - call 01909 735019 or click here for more details.

 

Please Note: This website does not currently accept orders from customers outside of the UK, or who do not have a UK postcode. Additionally, we will only deliver orders placed on this website to UK addresses. For International Sales Enquiries please click here. 


Can I order from a distributor rather than direct?

Yes. If you prefer to order products from a distributor (or you wish to order less than our standard case quantity for any product) we will be very happy to refer you to one of supporting partner stockists. We have a network of supporting distributors in the UK and in over 50 countries worldwide. Please speak to our Customer Services team on 01909 735000 and we will direct you to one of our stockists. 

 

Please note that not all of our distributors carry stock of our entire product range. If you require a product that they do not stock, please let us know and we will discuss your requirements with them, with a view to them purchasing stock for you. Alternatively, you may purchase the product from this site in case quantities.

 

Please note that Robinson Healthcare has offered a mail order service for many years, so that individual consumers who wish to buy products in singles can do so. This mail order service for single items is currently not available online, so if you wish to buy products from the Personal Healthcare section of this website, please contact our Telephone Mail Order Service - call 01909 735019 or click here for more details. 

Do I need to register before I can place an order?

No, if you do not have an account with Robinson Healthcare, you  DO NOT need to be registered on the site to be able to place an order. Simply choose what you need, add them to basket, fill in your details and follow the payment instructions. The price you see on the screen is what you pay, plus a small delivery charge if your order is under £100 (excluding VAT). Orders over £100 are delivered free of charge.

 

However, if you are ever likely to place more than one order there are many benefits associated with registering your details, such as:

  • Save Time - No need to fill in your billing and delivery address every time
  • Convenient - Ability to create order templates for items ordered frequently - >> More details
  • Save Money - You may be eligible for reduced prices in you order in bulk or place frequent orders  - >> More Details
  • Keep Track - Access order history so that you can keep track on what you ordered previously
  • Special Offers - Be the first to hear about special offers or new products


I already have an account with Robinson Healthcare; can I use online ordering?

Yes. We We recommend using our online ordering service because of the great range of benefits it offers. However, in order to receive the pricing already agreed and be able to add purchases to your credit account, you must register via our Customer Services team, and not register using the online registration form.
If you would like to have the convenience of placing orders online, in addition to your usual methods, simply contact us and we will set up online ordering for you. In addition, if you have multiple users you wish to have set up for online ordering, we can do this and offer the following benefits for account customers only:
  • Individual secure logins for each user
  • Ability to restrict what each user can order online
  • Order at your agreed prices, which will be displayed on screen after login
  • See full order history, including orders placed by any offline method
  • Ability to easily identify who has placed each online order
  • See your available credit at any time
  • Enforce use of purchase order numbers, where applicable
  • Option to pay by credit/debit card if desired
To enable your account for online ordering, simply contact our Customer Services team on 01909 735000 and provide us with the details of who needs to be set up and any rsetrictions on the products they can order. Call us to discuss your requirements in full.

What price do I pay for the products?

The price you see on screen is the price you pay. We show prices with and without VAT. If your order total is less than £100 (excluding VAT), then our standard delivery charge is £5.95 + VAT. But if your order total is more than £100 (excluding VAT), delivery is FREE.

 

Account holders need to register and log in to the website to obtain any specially agreed prices. After login, your prices will be displayed on the screen. Click here for more details about registration.

Can I obtain better prices?

We believe that the prices on this website are competitive if you are buying relatively small amounts on an infrequent basis. If you think that our prices are too high, please tell us.

 

If you are able to purchase products on a regular basis or in bulk quantities, you may be eligible for reduced prices. Click here for more details.

Can I order a single item rather than an entire case of products?

In general - no. You can only buy product in the quantity shown (our standard case quantity). For the majority of products, there are multiple units in each case - though certain items of personal healthcare products can be bought in singles as that is the case quantity! Even though the case quantity may seem high, remember that buying in bulk saves money.

 

If you wish to buy a smaller quantity, please contact us and we will put you in touch with one of our stocking distributors. We have a network of supporting distributors in the UK and in over 50 countries worldwide. Please speak to our Customer Services team on 01909 735000 and we will direct you to one of our stockists.

 

Alternatively, please note that Robinson Healthcare has offered a mail order service for many years, so that individual consumers who wish to buy products in singles can do so. This mail order service for single items is currently not available online, so if you wish to buy products from the Personal Healthcare section of this website, please contact our Telephone Mail Order Service - call 01909 735019 or click here for more details. 

 

How do I know if the product is in stock?

Products offered on this website are normally in stock at all times. However, very occasionally we may be let down by our raw material suppliers, which means we may be out of stock on a few items. Therefore, to ensure the highest possible levels of customer service, all products on this website show live stock information.

 

When browsing through our products, either at product list or product detail level, you will see a stock indicator against each product. A green light indicates the product is in stock, whilst red means no stock. If a product is not in stock, you are not able to add the item to basket, so that we can fulfil any orders immediately. Instead, an 'Expected in Stock' date is shown in red, so that you can revisit the site after this date to place an order.

 

When you add a quantity of any item to the basket, a further live stock check is performed. If your order quantity is large and is higher than the available stock, a warning message will be displayed when you view the basket and the requested quantity is automatically reduced to match the level in stock.

 

If you have an urgent requirement for an item showing as 'No Stock', please contact our Customer Services team on 01909 735000, who will make every effort to meet your delivery requirements, or may be able to offer a suitable alternative from stock.

Can I place an order for something that is out of stock?

No. As we want to provide the highest possible level of customer service, we only accept orders for products that are in stock, so that the order is complete and despatched to meet your delivery requirements.

 

If you have an urgent requirement for an item showing as 'No Stock', please contact our Customer Services team on 01909 735000, who will make every effort to meet your delivery requirements, or may be able to offer a suitable alternative from stock.

How can I be sure that the product I order will be right for the job?

We want to make sure that you are happy with your purchase and that what you receive is what you expect. To achieve this we offer the following information online and offline.

 

  • Detailed Product Information - Each product listed on this site has a detailed product description, including size, weight, packaging information, product features and high quality photography
  • Why Use our Products Guides - If the above does not provide enough information, we have a series of detailed guides about the performance of our products which includes details of compliance with standards and regulations, materials used and suitability for various tasks. Click here to see our guides
  • Sample Request Facility - We can offer samples of the majority of our products. Click here to use our online request form
  • Customer Services Team - If you cannot find the information online, or you need help in any way, please call our friendly Customer Services Team on 01909 735000. They will provide assistance in product choice or direct your call to one of our product specialists
  • Field Sales Executives - We have a team of field sales specialists based in locations throughout the UK. They can offer our professional customers specialist knowledge on product selection, organise evaluation trials and discuss requirements for new products. Call our Customer Services team on 01909 735000 for more details

 

What if I am not happy with the products when I receive them?

Your complete satisfaction is very important to us, because a satisfied customer continues to purchase our products. Therefore, if you are dissatisfied with the quality of our products or the service you receive from us in any way, please contact us immediately on 01909 735000. We will aim to resolve your complaint to your full satisfaction, by offering an alternative product or by replacing any faulty products quickly, efficiently and at our cost. If you are still dissatisfied, we offer a full money back guarantee.

 

This is how confident we are that our products are of the highest quality and are designed to meet your needs in full. This does not affect your statutory rights.

I can't find the product I need. Can you help?

Robinson Healthcare wants to ensure that all of our customers receive the highest quality service. If you cannot find the product you need call us on 01909 735000 and ask to speak to one of our product specialists. If we cannot offer a suitable product, we may consider introducing the product you need into our range. This will be subject to the required specification, purchase volumes and price.

 

Alternatively, we can put you in touch with one of our distributors who may be able to help you. Just call us and ask.

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