My Surgery Has Been Postponed – What Can I Do?

My Surgery Has Been Postponed – What Can I Do?

We know how stressful it can be when your surgery date changes unexpectedly. Whether it’s due to hospital scheduling, personal circumstances, or other factors, last minute postponements can leave you wondering what to do especially if you’ve already arranged your Hilotherm rental.

For delivery we use DPD couriers with all deliveries being sent out on an overnight service for morning delivery, that means there is no need to put off ordering your cooling device until the last minute. Furthermore, one of the reasons we recommend having it delivered on the day that you are discharged from hospital is that it means we have time to amend your order if your surgery is postponed or cancelled at the last minute.

At Hilotherm, we aim to make things as easy and flexible as possible for you. Here’s what you need to know if your surgery has been postponed or cancelled.

Need to Move or Postpone Your Rental?

No problem. You can move, postpone, or cancel your Hilotherm rental free of charge up until midday on the working day before your machine is due to be delivered.

If you have a new date for your surgery, or want to put your order on hold until you have a new date we will amend your order accordingly. Alternatively, if you want to cancel your order and rebook it whenever you receive your new date then we will authorize a full refund.

Simply contact our team via email (info@hilotherm.co.uk) or on the phone (02476 323 372) and we’ll adjust your booking to match your new circumstances.

What Happens After Midday the Day Before Delivery?

Once midday on the working day before your delivery has passed, your Hilotherm device will already be in transit.
At this stage, we can still help - but changes made after this point will incur half of the delivery and collection fee (£17.50) to cover courier costs. If you haven’t contacted us to cancel your delivery, simply ask the courier to return the package to sender upon delivery.

If the Machine Has Already Been Delivered

If your cooling device has already arrived and you find out your surgery is postponed or cancelled, please let us know as soon as possible.
As long as you contact us within 24 hours of delivery, we can arrange to collect the machine and refund you for everything except the £35 delivery and collection fee.

Our Advice

We understand that surgery plans can change, sometimes with very little notice. If this happens, don’t worry - just get in touch with us as soon as you can. We’ll do everything possible to adjust your booking and minimise any costs.

You can reach our team via phone or email, and we’ll help you get things sorted right away.

In Summary

Situation Cost

Before midday the working day before delivery Free

After midday (machine in transit) £17.50

Within 24 hours of delivery £35 (delivery & collection fee only)