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Weekend: 9am to 1pm

FAQs

About Us

Who are Livewell, can I trust you with my order?

Livewell are one of the UK’s largest online retailers of mobility and independent living aids. Incorporated back in 2008 under a previous brand, Shop for Less, Livewell has gone from strength to strength over the last few years under renewed focus from its managing director, Shaun Casey. From what originally started as an outlet for ex-demonstration and refurbished products, Livewell has expanded into new finished goods across a wide range of products including mobility scooters, riser recliner chairs and adjustable beds. We believe that we are well positioned to best understand your needs in supplying you with a quality product, at an upfront price with the additional peace of mind that you deserve. We are registered in the UK as a private limited company under the company number 06477777 and we fully comply with UK tax obligations under our VAT number GB 197542664.

Where are your products made?

Whilst all our products are purchased in the UK, the products are physically produced all over the world. Many of our products are manufacturer in Europe such as France or Germany, as well as here in the UK, at production sites in Leicester and Halifax. Other products come further afield like the Far East including China and Hong Kong. Regardless of where the product is produced, our suppliers employ strict quality controls to ensure that products safe and meet their expected guidelines. Drive DeVilbiss specifically has ISO 9001 accreditation which is an international standard relating to quality management systems.

Do you manufacture your own products?

Livewell are a retailer so we only sell products, not make them unfortunately. However, we are very selective on where we purchase our products from to ensure that we only sell the best quality products to our customers. It is for this reason why most of our products are purchased here in the UK from one of the world’s biggest manufacturers, Drive DeVilbiss, who re-branded from Drive Medical. Established nearly 20 years ago back in 2000, Drive DeVilbiss Healthcare includes several well-known brands within its larger group including Mountway, Endres, Aquajoy, Sidhil and SOS (Specialised Orthotic Services).

Do you have any reviews that I can look through?

Yes, we have recently started requesting reviews from all our customers at the end of last year. Unlike other online retailers, we are honest and up-front with all our reviews; we’re not selective on who we invite to review, we don’t incentive customers to leave biased reviews and we certainly don’t hide poor reviews. However, what we do is use that feedback to understand where we may have gone wrong, and how we can improve to try and make sure it doesn’t happen again.

Delivery

When will I receive my order?

Our standard delivery lead time is up to 7 working days though we do offer priority delivery for customers who require their order more urgently. We offer next day delivery, as well as allowing you to choose your specific delivery day in advance i.e. day after tomorrow, along with morning and weekend delivery slots for your added convenience. Most of our priority delivery services are only eligible for mainland UK and exclude the Scottish Highlands due to restricted delivery routes. If you have opted for our Professional Assembly service then you can expect delivery within 7-10 working days, depending on your delivery address. However, we do always call you in advance of your delivery to agree a convenient day and time to accept your delivery.

Who will deliver my order?

We use several different national couriers to deliver our products all over the country, to get you to quickly and safely. For our smaller mobility aids such as walking sticks and grab rails, we use Royal Mail tracked parcel services that enable us to advise of a delivery day. Where the product is slightly bigger like a wheelchair or a rollator then we use DPD, which is an advanced service that enables us to advise of a 1-hour time slot for delivery. Our heavier products, that typically require two people to lift, such as a mobility scooter or riser recliner chair, are delivered using Tuffnells who are also able to provide a specific day of delivery for tracking. Alternatively, if you selected to upgrade to our Professional Assembly service, then we can advise of a morning, afternoon or evening slot to enable you to proactively prepare for your delivery.

Can I collect my order directly from you?

Unfortunately we are unable to store any physical products at our address so we can’t offer a collection service at this time. Our supplier warehouses are located across multiple different locations and we are not able to secure access to these sites to view or collect products due to health and safety reasons. If you require any specific product information that is not shown online, then please speak to one of our advisors who will endeavour to obtain this information from a supplier on your behalf.

My product is not working, what should I do?

Firstly, please double-check the user manual to ensure that the product has been correctly assembled as per the instructions. Sometimes if a part is missing or the steps have been followed out of sequence then this cause issues. If you are satisfied that the product has been assembled correctly then please proceed to contact a member of our support team on our freephone number. We will endeavour to diagnose and resolved the issue over the phone however depending on your warranty period, we may need to supply you with a spare part to resolve the issue.

Ordering

How do I place an order?

We can accept orders online, over the phone and by post – please use the most convenient method for you. Take a look at our How to Order page for more information.

Are my bank card details secure?

Yes, we take security seriously and to ensure peace of mind, we process all card payments within a trusted environment covered by an SSL certificate using 256-bit encryption – the UK’s highest standard. Also, we do not store any customer financial information for any reason. Also, we do not charge any extra for credit cards – we never have, and we never will.

I would prefer to speak to someone, when are you open?

We are open 7 days a week, including most bank holidays, to be on hand to support you with whatever help or advice you need. Our product advice and order team are open Monday to Friday, from 9am to 6pm and Saturdays from 9am to 1pm. Our customer care team are open Monday to Friday, from 9am to 5pm and Saturdays from 9am to 1pm. If you are calling outside of these hours then you can leave a voicemail for one of our team to contact you, or alternatively send us an email to [email protected]

Do you offer finance or credit on your products?

Yes, we are able to offer credit through PayPal Credit on all purchases over £99 however your eligibility for this is strictly determined by PayPal. For this reason, we are unable to quote any terms, rates or eligibility criteria. If you are interested in applying for credit, then please complete your online checkout as normal and select PayPal as your nominated method of payment. Once you have successfully logged in to PayPal, you can select the option to pay using PayPal Credit. You might already be using PayPal Credit or if this is the first time then will need to apply. If for any reason you cannot see the PayPal Credit option, this method of payment may not be available to you based on PayPal’s lending criteria.

Professional Assembly

What is Professional Assembly?

This fantastic service includes a specialised delivery, assembly and demonstrations of your chosen product by one of our distribution partners. Their team will unload your product and bring it into the room of your choice for inspection. One of the trained technicians will then assemble it and complete a final quality check before providing you with a demonstration of your new product. This includes general training on how to control it, how it adjusts, how to care for it, but if you do have any additional questions then please just ask one of the technicians.

How long will my delivery take?

We use a third-party distribution partner, Healthcare Distribution Direct (HDD), who specialise in the installation of mobility equipment and furniture, to fulfil our Professional Delivery service. This can take between five and ten working days, from order to deliver, however HDD will aim to make contact with you within 72 hours of placing your order (excluding weekends).

How do I know if my item will fit?

We try to list all product dimensions here on the website but if you can’t find something specific then please just ask a member of our product advice team. Whilst all measurements have been provided by the manufacturer, all sizes, weights and measurements quoted on the website are approximate. If you are still unsure whether the product will fit then please speak to us before placing your order; delivery and return charges relating to insufficient access will not be refunded.

How can I find out when my order will be delivered?

You can check on your order at any time by calling HDD on 0330 445 0099; just quote your surname and postcode and their team will be happy to give you an update. HDD deliver nationwide but will always try to book your delivery in as soon as possible. When they have a provisional date available, they will call you directly to confirm if it is convenient for you. Deliveries are usually made between 7am and 7pm depending on the seasonality and exclude weekends.

Returns

Can I cancel my order before delivery?

If you wish to cancel your order, then we ask for you to let us know within 60 minutes of receiving your confirmation email. Unfortunately, after this time we are unable to make any changes to your order before it is despatched. As a result, an additional cost may apply to any delivery cancelled, redirected, or refused at your request.

How long do I have to return my order?

If for any reason you are not happy with your product because of suspected damage, either in transportation or on delivery, then you must inform us within 48 hours of receiving your order. Alternatively, if you have simply changed your mind then we ask for you to let us know within 14 days of receiving your order. Unfortunately, after this time we are unable to accept your return. This 14-day period is the time you must decide whether to return your goods, you then have a further 14 days to send the goods back.

Can I return an item if I don’t like it?

You can return any product within 14 days of receipt as long as it is unused and in its original packaging. We're happy for you to unpack the product and inspect it properly, as you would in a typical shop environment. All unused products returned within 14 days will be refunded in full. However, it is important not to use or install your product as this can reduce its value. If you do, we reserve the right to deduct up to 50% of the price as we can no longer sell the product as new. For further information, please see our full terms and condition.

My product is not working, what should I do?

Firstly, please double-check the user manual to ensure that the product has been correctly assembled as per the instructions. Sometimes if a part is missing or the steps have been followed out of sequence then this cause issues. If you are satisfied that the product has been assembled correctly then please proceed to contact a member of our support team on our freephone number. We will endeavour to diagnose and resolved the issue over the phone however depending on your warranty period, we may need to supply you with a spare part to resolve the issue.

Spare Parts

I have a part code; can I buy the part online?

Unfortunately, we aren’t able to list all spare parts on the website as there are simply too many! However, we can access them all through the original manufacturer based in the UK, just give us a call and we’ll do the rest. Once we have identified the required part, we’ll get you the best price possible before posting the spare part out to you, usually the same day.

I don’t know what I’m looking for, can you give me some advice?

We understand that diagnosing your product and dealing with spare parts can be a messy business which is why we’re on hand to talk you through it. Once we have identified the original product, often by its part number or barcode, we can work with the manufacturer technical drawings to find the product you need. Give one of our products advisors a call today on our freephone number.

Where do your spare parts come from, are they from a reseller?

All of our spare parts are supplied by the Original Equipment Manufacturer (OEM) and are genuine parts as supplied on your original product. We do not sell third-party or universal parts – ever.

I can’t fit the part; can you do this for me?

Identifying the correct spare part is often only half the battle when trying to fix your product, if it’s a technical product then you’re likely to need a hand fitting it – we’re here to help! We have access to hundreds of field engineers through a number of national service providers; please just let us know if you’re interested in this service when you call.

VAT Relief

I can see lots of different prices on your website, what is VAT Relief?

If you are buying a mobility aid for yourself or a loved one, and the user is chronically sick or disabled it is likely that you will be eligible for VAT Relief – this is where the product is supplied VAT-free at a reduced price. We are honest and upfront with our online prices so you will see that most of our prices include VAT Relief unless otherwise clearly stated, as some products are exempt from the scheme and must include VAT.

Am I eligible for VAT Relief?

For VAT purposes, you’re considered eligible if you have a physical or mental impairment which has a long term and substantial adverse effect on your ability to carry out everyday activities, or a condition that the medical profession treats as a chronic sickness such as arthritis or C.O.P.D.

How do I claim VAT Relief?

To show that you are entitled to buy the goods with VAT Relief, we will ask you to make a self-declaration, confirming your eligibility when placing your order. This is a very simple process which requires the name of the person using the product, and the medical condition or chronic sickness that they suffer with.

Can I get VAT Relief if I’m buying a product for someone else?

Yes, whether you are buying the item for someone else or yourself, the same guidelines apply as shown above. However please note that purchases made through a business, or products intended for use in a care home are not eligible for VAT Relief.

Warranty

My product is not working, what should I do?

Firstly, please double-check the user manual to ensure that the product has been correctly assembled as per the instructions. Sometimes if a part is missing or the steps have been followed out of sequence then this cause issues. If you are satisfied that the product has been assembled correctly then please proceed to contact a member of our support team on our freephone number. We will endeavour to diagnose and resolved the issue over the phone however depending on your warranty period, we may need to supply you with a spare part to resolve the issue.

What warranty period do you offer on your products?

All of our products are sold with a minimum of 12-month warranty. Some products, such as our own Livewell exclusive range, carry an extended 2 Year Warranty for additional peace of mind, covering parts and labour but excluding use relating to general wear and tear. Extended warranty services may require additional sign-up information; please speak with a member of our product advice team for more information. Our warranties cover domestic use only and exclude any commercial use, unless expressly stated in writing alongside the sales invoice.

Can I extend my warranty?

On some products we are able to offer an extended warranty through one of our carefully chosen extended warranty providers. This additional cover is typically available on more technical products such as mobility scooters, electric wheelchairs, riser recliner chairs and adjustable beds. Please call a member of our product advice team for more information.

I would like to resell my product, is the warranty transferable?

Unfortunately, the manufacturer warranty can only be registered once, only to the original owner of the goods when purchased as new. When selling your product, we advise you to give an accurate representation of the product’s age, condition and service history along with a clear description of the limited warranty conditions.

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