Returns

Please Note: This returns policy only applies to orders placed through this website.  This returns policy does not apply to in store purchases.

Cancellations

You can cancel your order by contacting us by email at customersupport@mobile-mobility.co.uk or by phoning us on 0116 278 4422.

Please be aware that you have 15 minutes to cancel your order after placing it.

If you do not cancel within this time your order now becomes a return, if this occurs please follow our returns procedure below. 

Returns

Our returns policy lasts 14 days from the date that you received the goods.

Unfortunately, once this 14-day period has expired, we cannot offer you a refund or exchange.

To be eligible for a return, the item must be unused, in the same condition that you received it and in its original packaging.

We would advise that you keep the box/packaging the item(s) was dispatched to you in for ease of return shipping.

If the product(s) are not returned in their original condition with all necessary packaging, we reserve the right to charge for repair or replacement of any product(s) or packaging.

Several types of goods are exempt from being returned. We do not accept returns for following products:

• Any item(s) that is made from materials that may be distorted if worn or may have been in contact with bare skin
• Bathing/toileting aids
• Incontinence products
• Some health & personal care items
• Mattresses, bespoke or customised to order goods

If you are unsure whether the item is returnable please contact us at customersupport@mobile-mobility.co.uk.

To complete your return, we require proof of purchase, these details can be found via your account or confirmation email.

There are certain situations where no refund or only partial refunds are granted:

• Any item that is made bespoke or customised for you
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error
• Any item that is returned more than 14 days after delivery

Unfortunately we cannot accept returns on product(s) that have been specially adapted to suit your requirements, or for products that can void Health & Safety regulations if used e.g. incontinence, bathroom or toilet products. A refund can only be given if the product(s) arrives faulty, damaged or incorrect. For incontinence products a refund can only be granted if you haven't opened the outer packaging/wrapping.

Some of our mobility aids, like specific adjustable beds and riser recliners, are made to order to your specifications. These cannot be returned for a refund unless the product arrives faulty, damaged or is incorrect. If your Made to Order item is damaged or faulty on arrival, or you receive an incorrect item, please get in touch so that we can begin processing your return. Cancellations or amendments cannot be made after the 48-hour cooling off period.

To organise a return please contact us at customersupport@mobile-mobility.co.uk with your order number, name, contact details & the details of the item you wish to return & why.  We will then process the return and send you a Returns Reference Number that must be clearly visible on the return.

Returns Shipping

Once you have received your Returns Reference Number you will need to arrange the posting/shipping of the return item(s) to us.  We recommend using a tracked service to ensure it is delivered to us safely.  We are not liable for any packages that do not reach us.  You will be responsible for paying shipping costs for returning your item. Shipping costs are non-refundable except where an item is damaged or faulty.  We must receive the item(s) back within 14 days of issuing you with the Returns Reference Number.

Refunds

When we have received your returned item(s), we will send you an email to notify you that we have received your goods.  

Once they have been inspected, we will notify you of our decision whether to approve or reject your refund.

If your refund is approved, then your refund will be processed and a credit will automatically be applied to your original method of payment.  Please note that your original shipping cost will be deducted from the amount you paid for your order except where an item is damaged or faulty.  

Late or missing refunds 

Please allow 14 days from us receiving your return & confirming it is eligible for a refund.  If you haven’t received a refund after 14 days, we advise that you check your PayPal account and then contact PayPal as it may take some time before your refund is officially posted.

If you’ve done all of this and you still have not received your refund, please contact us at customersupport@mobile-mobility.co.uk and we will be happy to help.