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Free Lifetime <br>Equipment Warranty *
Free Lifetime
Equipment Warranty *
Supporting Age UK's <br>charity work
Supporting Age UK's
charity work
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FAQs Product - NHS Heroes Personal Alarm

I don't know my NHS discount code. What can I do?

If you don't know your NHS discount code then give our team a call on 0800 916 0551 Monday – Saturday, 8am – 8pm.

We may ask you to verify your NHS employment status to ensure this offer remains exclusive to NHS staff.

Do I need to pay VAT?

Possibly not, which could you save you another 20% on your order! If you, or the person you are order for, has a condition that requires regular medication, are chronically sick or are registered disabled then you may be eligible for VAT exemption. 

For the purposes of the VAT relief, you are chronically sick or disabled if:

1. You have a physical or mental impairment which has a long-term and substantial adverse effect upon your ability to carry out everyday activities.

2. You have a condition that the medical profession treats as a chronic sickness, such as diabetes.

3. You have a terminal illness.

When ordering online, select the VAT exemption option at checkout. You’ll be asked to describe why you are eligible for VAT exemption before you complete your payment. You can find more information on our VAT exemption page.

Can I use the personal alarm in the garden?

Yes, it works up to 75 metres

Can I use this alarm if I don't have a telephone landline?

We offer a landline and 'Landline Free personal alarm' model. They have the same features but the 'no landline' version uses a multi-network SIM card, so it is perfect for customers that don't have a telephone line in their home. If you would like to order the 'Landline Free personal alarm' model, give call 0800 916 0551 to take advantage of the NHS Heroes offer.

Can you set-up the personal alarm for me?

Yes, one of our friendly advisors can set everything up for you, test your personal alarm and show you how it works. Simply add our installation service to your order when you purchase online. If you order a key safe, they will fit that too. We’ll be in touch within 1 working day to arrange a suitable time and date for the installation. The installation service costs £99 (£118.80 including VAT). 

What is included with my personal alarm order?

Included in your order is the personal alarm pendant, a neck and pendant strap, a personal alarm base unit, power adapter, telephone lead and welcome guide. An easy-to-follow user guide will show you how to connect your personal alarm.

What is included in the subscription?

The subscription includes 24-hour monitoring by our Emergency Resolution Centres. We have three UK based Emergency Resolution Centres, so you can be confident that alarm calls will be answered any time of the day or night, 365 days of the year.

Is the delivery, warranty and repair service really free of charge?

Yes! We don’t charge for delivery and we include next working day delivery for orders received by 1pm, Monday – Friday to all postcodes in England and Wales. For those areas of the UK that we cannot deliver to within 24 hours, we offer a 48 hour delivery instead.

What is covered by the lifetime warranty?

If your equipment develops a fault or stops working at any time whilst you are a customer, we will either repair or replace the equipment for you. If the pendant alarm battery needs replacing, then we'll change that too. There is no charge for this service.

Can I have more than one pendant?

Yes, you can add another pendant for anyone living at the same address, or for use as a spare, for just £35 (£42 including VAT) with no on-going additional charge. 

Can I use the personal alarm service if I am deaf?

Yes, you’ll need to be set-up with ‘Type talk’ or ‘Next Generation Text’ for us to be able to contact you, or alternatively we can contact your chosen keyholders. 

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