Cancellations & Returns
Cancelling an order
How long do I have?
You can cancel your order any time, up until 14 days after you've taken delivery for a full refund, provided we've either not dispatched it yet, or it's in an unopened, as new condition.
What items aren't cancellable?
Made-to-order products such as our adjustable beds are not cancellable or returnable once placed, due to the fact they are manufactured bespoke to your specifications. If you make a mistake with your order and notify us quickly, there is a chance we can update or cancel your order before it goes into manufacturing, but this is not guaranteed.
Bathing and toileting products such as bath lifters are not returnable due to hygiene reasons, unless they are faulty.
Are there any fees for cancelling?
There is no fee for cancelling your order before dispatch, or if you have already recieved the item, provided you have not unpacked or used it (see returns section below if this is the case), however you will have to pay the returns collection fee if you have already recieved it (see returns section below).
Returning an item
You have 14 days to return unused, non-bespoke products in their original packaging for a full refund. Please follow the 5-step guide below:
1: Keep your packaging: For a full refund, products must be returned in their original packaging. It also helps speed up the return process.
2: Contact us: Submit a returns request form by clicking here
3: Photograph the item: It is your responsibility to prove the item has left your premesis in an unopened, undamaged condition. If you are returning a used item, you need to ensure your photographs accurately document the condition of the item, otherwise damage to the product will be deemed to be the responsibility of the customer, rather than the courier. We reserve the right to deduct a fair and proportionate amount from your refund to account for any repairs and/or replacement of items that are neccessary to restore the product.
4: Send the item or wait for collection: Send the item back to the returns address given when you contact us. Alternatively, we will offer to collect the item from you, and deduct our favourable courier rate from your refund, details of which are below.
1: Refunded after assessment: Once the item has been recieved back, our team will inspect the item. If any damage or signs of use are found, we will request your photos for comparison to verify whether any deductions need to be made to restore the item. Your item(s) will then be refunded within 3-5 working days.
Geting the item back to us
You can post items back to us using a tracked courier, or utilise our returns collection service, which normally works out much cheaper than using your own courier and means you don't have to leave your house to send the item back. Our courier fee for each type of item is as follows:
- £20: Small items up to the size of a wheelchair
- £70 Powered mobiliy products & Furniture
- £105 - Equipment set up by our engineers that have no packaging, and require 2-man removal.
Conditions for used products
Used products can be returned, however we must charge a fair and proportionate amount to restore items to the condition in which they left us, or to account for their loss in resale value as a result of use or damage. We only charge the amount neccessary to cover this and never retain any profit in this process.
Returning Faulty items
Items that are faulty can be returned for a full refund with 30 days, and we also cover the return postage costs in this situation. Please note that the product needs to have a mechanical, electrical, component or structural failure to be deemed as faulty - The suitability of our products is subjective for each customer and does not deem the product as faulty or unfit for purpose.
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