Terms and Conditions

Information about ordering, samples, security and guarantees

Payments, security and privacy

Arelle does not take your payment until we dispatch your order. Arelle uses a third party for taking payments from this website so we never see your payment details. If you order by phone, we do not keep these details. We keep your contact details, order information and any special instructions only to help when you re-order. Arelle does not disclose any information about you to anyone else.



All prices in the website exclude value added tax (VAT). Most of the items are made specifically for people affected by incontinence and no VAT is payable on these items.

Other items may have VAT applied to them. If you have a long-standing medical condition or you are purchasing for someone who has that condition, you do not need to pay VAT. If you order any of these items just complete the VAT declaration at the checkout and the VAT will not be added to your order



You may also order any product on this website by phoning arelle on 0800 389 3597. We will take your order and give you any advice you may need about suitable products. Calls are free from landlines and most mobiles.  If you prefer you can use our freepost address to order by post and pay by cheque or postal order.


Advice and free samples

If you contact Arelle we can advise you about products, but we do not give medical advice. Our aim is to ensure that you receive the best possible products to make life easier. Arelle offers free samples to help product selection –  just phone or email to tell us your requirements. Arelle can only send free samples of disposable products and can only send free samples to addresses in the United Kingdom.


Descriptions, guarantee and returns

Arelle has made every effort to ensure that the items are accurately described but we may have to make changes. If you order an affected item we will tell you.
If the quality of an item fails to meet your expectations, please tell us. We will replace it or give you a full refund if the goods are returned within 14 days of receipt in their original wrapper. For hygiene reasons we cannot accept opened packs of disposable products. This is in addition to your statutory rights.