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Returns

Cancelling your order

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. If the order is no longer required, this cost may be deducted from your refund. To request a cancellation, please call a member of our customer services team on our freephone number.

Returning your order

Following the acceptance of your order, we hope that your new purchase meets all your expectations. 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. To request a return, please call a member of our customers services team on freephone 0800 644 2222 to obtain a verified, return reference number. Failure to log this request can often result in your refund being rejected due to a lack of traceability.

Keep your packaging

As part of our returns process, we allow you to unpack the product and inspect it to ensure that it is as you expected. We advise you to do this carefully and keep all original packaging as any damage caused may reduce your right to return the product for a full refund. If you have used the product or had it installed, we may not be able to sell it to another customer. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop. Please be aware that where the value of the product has been reduced by your use, we may only make a partial refund, or charge you for the reduction in value because of you handing the goods more than was necessary. To assist in this process, we reserve the right to request images of your product before authorising its return. If the product is returned unused and in its original packaging, you will receive a full refund. On successful inspection of our quality checks, we will provide a refund within 14 days of receiving the order back.

Getting your order back to us

We understand that in some cases, it can be difficult to return your goods within the specified time limit, without assistance. Where this is the case, we can provide a suitable collection service through one of our logistics partners at a reasonable cost. To access these services, your item must be fully boxed and sealed in a suitable condition to be transported back to us safely. Please ensure that you have obtained the necessary returns reference number prior to packaging your item otherwise your collection cannot be authorised. If you require additional support to dismantle or repackage your product then we recommend choosing HDD who will ensure that your item is carefully returned in a suitable condition. Alternatively, you can return the item yourself using you preferred carrier however we do recommend taking out additional insurance cover, to the value of the item, to protect you from any potential damage incurred during transit.

Product Examples

Carrier

Timescale

Cost

Walking Stick, Tri-Walker, Wheelchair

DPD

1-2 working days

£15

Mobility Scooter, Electric Powerchair, Riser Recliner Chair*

Tuffnells

2-3 working days

£60

Mobility Scooter, Electric Powerchair, Riser Recliner Chair*

HDD

7-10 working days

£90

* Where multiple items require collection, a 50% surcharge will be applied to each additional item:

  • Example 1: x2 mobility scooters collected by our courier will cost £75.00 (scooter 1 £50 + scooter 2 £25)
  • Example 2: x2 riser recliner chairs collected by our home delivery courier will cost £135.00 (riser recliner 1 £90 + riser recliner 2 £45)