Frequently Asked Questions

At Richardson Healthcare customer service is very important to us. FAQ section is a part of our website where we address common concerns, questions or objections that you might have.

Product related


What are the components of the adhesives used for your dressings?

We use different adhesives for different products. If you have a query about the contents of any particular adhesive used for our product please email

What is the MVTR of the ClearFilm IV PRO CVC advanced securement dressing?

The MVTR of ClearFilm IV PRO is 2760g/m2/24hrs.

What is the absorbency rate of Clearpore transparent island dressing?

The absorbency rate of our Clearpore dressing is: 1670 g/m2/24hours.


What is the difference in absorbency rates of C-Sorb and Xupad?

Xupad is an absorbent dressing pad with an absorbency rate of 0.96 g/cm2.

C-Sorb is a super absorbent dressing with an absorbency rate of 1.98 g/cm2.

Is SilTact compatible for use with Negative Pressure Treatment Systems?

Yes. SilTact is a non-adherent primary dressing composing of a thin mesh layer impregnated with soft silicone,
making it an ideal primary dressing for use with negative pressure wound therapy.

Please explain the symbols on your product packaging?


Manufacturer – is an identification of manufacturer of the product. To meet a regulatory requirement for medical devices each packaging has to bear the name and address of manufacturer.


Date of Manufacture – is an identification the date on which a product was manufactured. This symbol should be adjacent to the date that the product was manufactured, expressed as four digits for the year, two digits for the month and two digits for the day, if applicable.


Batch Code or LOT Number – is an identification number assigned to a particular quantity or a material from single manufacture. Lot numbers can be found on the outside of packaging.
The lot number enables tracking manufacturer ingredients, labour and equipment records involved in the manufacturing of products. This can help manufacture to perform quality checks and expiration dates.
This number gives customer an identifier that they can use in contacting the manufacturer and researching the production of goods received.


Use by Date – is an identification that the device or product should not be used after the date accompanying the symbol. This symbol should be adjacent to the expiration date and might consist of four digits for the year, two digits for month and two digits for a day, if applicable.


European Conformity Mark – is an identification that the product conforms to European Medical Directive 93/42/EEC and meets applicable health, safety and environmental requirements.


European Authorised Representative – it is a legal requirement for manufacturer who places a device on European Union market under his own name to appoint a European Authorised Representative (EC Rep) that provides a point of contact between you (the non-European medical device manufacturer) the national Competent Authorities (Ministry of Health) and Notified Bodies.


Latex Free – is an identification that the product is not made from natural rubber latex or doesn’t contain any natural rubber. This information is essential for customers having an allergy reaction to latex.


Contain Latex – is an identification that the product is made of natural rubber latex or contain natural rubber. This information is essential for customers having an allergy reaction to latex.


Do Not Reuse – is an identification that the product can be “single use” or “use only once”.


Sterile – is an identification that the product is provided sterile and has been sterilised.


Sterile Using Irradiation – is an identification that the product is provided sterile and has been sterilised using irradiation.


Sterile Using Ethylene Oxide – is an identification that the product is provided sterile and has been sterilised using ethylene oxide.


Non Sterile – is an identification that the product that is normally provided sterile in the same or similar packaging has not been sterilized.


Single Sterile Barrier System – is an identification that the product has single barrier system.


Single Sterile Barrier with Protective Packaging Inside – is an identification that the product has single barrier system with protective packaging inside.


Do Not Resterilize – is an identification that the product is not to be resterilized.


Caution – essentially a cautionary symbol and should be used to highlight the fact that there are specific warnings or precautions associated with the product, which are not otherwise found on the label.


Recycling – is an identification that the product is capable of being recycled, not that the product has been recycled or will be accepted in all recycling collection systems.


Keep Dry – is an identification that the product should be kept away from rain and in dry conditions.


Keep Away from Sunlight – is an identification that the product should not be exposed to sunlight.


Do Not To Use if Package Is Damaged – is an identification that the product must not be used if the package holding the product is damaged. Damaged package can disintegrate of the contents or the continuity of their special condition (such as sterility) is compromised if the package bearing the symbol is damaged or prematurely opened.


Consult Instructions for Use – is an identification on product or product packaging that relevant information for use of the product is available in printed paper form.


Temperature Limit – is an identification that the product has the maximum and minimum temperature limits at which the item should be stored, transported or used. The temperature values may be indicated adjacent to the symbol with the minimum temperature at the lower left and the maximum temperature at the upper right.

Sales related


Who do you sell to?

We only sell to the NHS and healthcare institutions.

Do you do International Shipping?

Unfortunately, we currently only ship to the United Kingdom and Northern Ireland.

What does Richardson Healthcare charge for delivery?

Richardson Healthcare offers free delivery on orders over £25.

How long will it take for my order to be dispatched?

Purchases will be dispatched within 2 working days of receiving your order.

How long will it take for my order to arrive?

Orders should arrive within 3 to 5 working days after dispatch. All delivery times quoted are estimates that will vary depending on region, availability, normal processing, and the courier service. Please note that ongoing strike action means your order may take longer than this timeframe to arrive.

How can I track my order?

You can track your order via the link in your order confirmation email.

Why is tracking unavailable?

Tracking may not be immediately available for your order because we require information from our shipping provider.


What should I do if I have not received my order?

If you have not received your order, please call us on 0800 170 1126 or email us at

How can I cancel my order?

You have the right to waive your purchase without penalty and without providing a reason prior to the dispatch of an order. Once your order has been dispatched and is in-transit, you will not be able to cancel for an automatic refund.

Are the prices inclusive of VAT?

All the prices for goods listed on the Richardson Healthcare website are inclusive of VAT and delivery, unless stated otherwise.

Can I return my order?

If you are unhappy with your order, you must notify us of your intention to return the item within seven calendar days, starting from the day the goods are received by you. You have thirty calendar days, counting from the day you receive the goods, to return the items back to Richardson Healthcare.

Can I refund my order?

If you would like to receive a refund for your order, you must send back the new goods in their original packaging, unopened and undamaged. Products that are open will not be refunded. Goods must be returned at your own cost and risk.

All returns must be sent to the following address:

Richardson Healthcare Ltd
310 Centennial Avenue

Upon receiving the return, it will be verified to comply with the aforementioned conditions. Once this is complete, a refund for the total amount paid in your original order will be credited to your account within 5 working days. Any shipping costs and charges incurred during the return will not be reimbursed.

Can I exchange my goods if they are defective?

If you have any complaints about defective or damaged goods, please contact our customer service team by phone at 0800 170 1126 or by email at
If your goods are damaged, or the incorrect items have been delivered, a replacement will be offered to you. To authorise the exchange, Richardson Healthcare requires proof of damages and for the goods to be returned to the following address:

Richardson Healthcare Ltd
310 Centennial Avenue

Your right to an exchange is forfeited if the goods are not received within 30 days from the day your order was delivered and if a copy of the order details is not enclosed within the returning parcel.

What payment methods do you accept?

Sales are processed through the third-party payment processing platform, Stripe.

In the UK – Stripe accepts the following card providers:

• Mastercard
• Visa

We do not accept PayPal or Google Pay.

Skin Tears related


What are skin tears?

Skin tears are wounds that occur when fragile skin experiences trauma such as blunt force, friction, and shearing and result in the full or partial separation of the skin’s layers.

How common are skin tears?

There is limited data on the prevalence of skin tears. A recent study found that 20.8% of people over the age of 65 suffered from skin tears.

What does a skin tear look like?

According to the ISTAP classification, there are three main types of skin tears that vary somewhat in appearance. However, skin tears generally look like regular lesions or big scrapes that are distinguished by a skin flap that either covers the wound or is rolled up towards one side.

What part of the body are skin tears more likely to happen?

Skin tears can happen anywhere on the body, but are most common on the arms, hands, and lower extremities, where the skin is thinner and more fragile than other parts of the body.

How do I prevent skin tears from happening?

There are various intrinsic and extrinsic skin tear risk factors.

Why can’t I use strong adhesives for skin tears?

Skin tears typically occur in skin that is fragile due to age, meaning that it is especially vulnerable to trauma that will not normally cause injuries in healthier or younger skin. This means that the removal of strong adhesives can cause further trauma to the skin and existing wound bed.

How do I clean a skin tear?

A sterile swab dampened with either lukewarm water or saline solution can be used to gently clean a skin tear.


How do I stop my skin tear from becoming infected?

You must ensure the wound is cleaned and any bleeding is stopped. To prevent bacteria from entering the wound, make sure it is well covered with the appropriate skin tear dressings. If advised, apply a thin layer of antibiotic ointment or petroleum jelly. This will help keep the wound moist and prevent infection. Please note: if you notice any redness due to these ointments, stop application immediately.

How long will it take for my skin tear to heal?

If attended to quickly and dressed correctly, skin tears are considered ‘acute wounds’ that will usually heal within the normal wound healing timeframe of approximately 4 weeks.

When should I see a doctor for a skin tear?

If you notice any of the following symptoms, it is advised you go and see your doctor:

• Pus or yellow/cloudy fluid coming from the wound.
• A soft scab which may increase in size
• Redness around the wound
• Pain
• Swelling
• Fever

Why isn’t my skin tear healing?

Wounds that do not heal or that heal slowly are known as chronic wounds. This could be down to many factors, including further trauma, poor circulation, insufficient nutrition, infection or underlying medical conditions such as diabetes. If you have followed the correct method of treatment for your skin tear yet it is still taking a long time to heal, you may require additional care.

What type of dressings should be used on skin tears?

A soft silicone wound contact layer dressing should be used directly over a skin tear. These dressings will help to maintain skin integrity and the viability of the flap, as well reducing trauma during dressing changes. An absorbent dressing is recommended to absorb any blood or exudate that may pass through the wound contact layer pores.

How do I realign the skin flap?

If the skin flap is viable, reapproximate it by gently by easing it back into place using a gloved fingertip.

How long can I leave the secondary dressing on?

Secondary dressings should be changed daily until exudate decreases, after which they can then remain in place for up to 6-7 days.