Mobility Smart Returns Information & Terms

1. Which route should I use?

Please do not send goods back without completing the correct form or contacting us first. Returning goods without the correct information may delay processing and may make it harder to identify your order.

2. Consumer online, telephone and mail-order returns

This section applies if you are a Consumer and you bought goods online, by telephone or by mail order.

1. You may usually cancel your order without giving a reason within 14 days of receiving the goods.
2. You then have a further 14 days from telling us you wish to cancel to send the goods back to us.
3. To start a non-faulty return, please complete our Arrange a Return form.
4. You are responsible for the direct cost of returning non-faulty goods unless we have agreed otherwise or the goods are faulty, damaged, incorrectly supplied or not as described.
5. Some large, heavy, bulky, assembled or specialist goods cannot normally be returned by standard post. This may include mobility scooters, powered wheelchairs, beds, rise and recline chairs and furniture. If you ask us to arrange collection, we may deduct the direct collection cost from your refund where permitted by law. These costs can be significant where a specialist courier, two-person team, pallet collection or trained collection personnel are required.
6. We will refund the price paid for the goods and the standard outbound delivery charge where applicable.
7. We do not have to refund the extra cost of premium, express, enhanced, room-of-choice, assembly, demonstration, packaging removal or other upgraded delivery services above the least expensive standard delivery option offered.

3. Showroom purchases

If you buy goods in person from our showroom, change-of-mind return rights are different from online, telephone and mail-order purchases.

1. Returns of non-faulty showroom purchases are at our discretion unless we have agreed a specific returns arrangement with you in writing.
2. Where we agree to accept a showroom return, goods must normally be unused, complete, in their original packaging and saleable as new.
3. We may offer an exchange, credit note or refund at our discretion depending on the product and circumstances.
4. Hygiene-sensitive, used, installed, made-to-order, special-order or damaged goods may be refused.

This does not affect your rights where goods are faulty, damaged, incorrectly supplied or not as described.

4. Business, trade, public sector and purchase-order returns

This section applies to Business Customers, including trade customers, account customers, purchase-order customers, councils, NHS bodies, schools, charities, care homes, healthcare providers, resellers and any customer buying wholly or mainly for business, professional, organisational, public sector or commercial use.

1. Business Customers do not have an automatic right to cancel or return goods simply because they are no longer required, unsuitable, ordered in error, surplus to requirements, not wanted by an end user, or the end user has changed their mind.
2. Any return of non-faulty goods by a Business Customer must be authorised by us in advance.
3. Where we agree to accept a Business Customer return, the goods must be unused, complete, in their original packaging and saleable as new unless we agree otherwise in writing.
4. We may apply a restocking charge and deduct collection, carriage, inspection, repackaging, refurbishment, missing-part, supplier or manufacturer charges.
5. We may refuse to accept the return of non-faulty goods that are made to order, specially ordered, adapted, installed, used, hygiene-sensitive, damaged, incomplete, not in original packaging or no longer saleable as new.
6. Credit notes may be offered instead of refunds for discretionary Business Customer returns.

Business inspection timescales

1. Business Customers must inspect goods promptly on delivery.
2. Damage in transit, shortages or incorrect goods must be notified to us in writing within 48 hours of delivery, with photographs and packaging retained where applicable.
3. If no notification is received within this period, the goods will be deemed accepted, except for defects that could not reasonably have been discovered on inspection.
4. Business Customers must not use, install, issue to an end user, modify, resell, hire out or dispose of goods where they intend to reject them for damage, shortage or incorrect supply.

5. Hygiene-sensitive, custom-made, made-to-order and special-order goods

Some products cannot be returned, or may have restricted return rights, because of the nature of the goods. This includes products that are hygiene-sensitive, made to a customer’s requirements, specially ordered, installed, used or no longer saleable as new.

Hygiene-sensitive goods

For health protection and hygiene reasons, we cannot accept returns of sealed hygiene-sensitive goods once they have been unsealed, opened, used, installed, assembled or handled in a way that affects hygiene, unless the item is faulty, damaged or incorrectly supplied.

This may include, for example:

• toileting aids, commodes, urinals and toilet frames;
• bathing aids, shower chairs, bath lifts and similar bathroom products;
• incontinence products, continence wear, underwear and personal care products;
• mattresses, overlays, pressure-care products, cushions and supports;
• slings, braces, supports and products intended to come into close contact with the body;
• bedding, protectors or soft goods where hygiene may be affected.

Custom-made, made-to-order and personalised goods

Goods made to your specification, personalised, adapted, modified, custom-sized, custom-coloured, configured for you, or made to order cannot usually be cancelled or returned simply because you have changed your mind, unless they are faulty, damaged, incorrectly supplied or not as described.

Special-order goods

Some goods are not normally held as stock by us and are ordered specially from a supplier or manufacturer to fulfil your order. For Consumers, special-order goods may still be returnable unless they fall within a legal exemption, such as being made to your specification or personalised. For Business Customers, non-faulty special-order returns are at our discretion and may be subject to supplier approval, restocking charges, carriage costs and condition checks.

6. Condition of returned goods

Returned goods must be unused, complete and in a condition that allows them to be sold again as new. You may open the packaging to inspect the item, as you would reasonably be able to do in a shop, but the product must not be used, installed, assembled, marked, damaged, soiled, contaminated or handled beyond what is necessary to inspect it.

Please make sure returns include:

• the product itself;
• all accessories, parts, chargers, batteries, remotes, tools and fixings;
• all instructions, manuals and warranty information;
• any free gifts, promotional items or bundled products supplied with the order;
• the original packaging where possible, especially for large, fragile or technical products.

If goods are returned in a condition that is not saleable as new, we may refuse the return where permitted by law, or make a deduction from any refund to reflect the reduction in value.

This may include goods that are:

• used, installed, assembled, fitted or adapted beyond reasonable inspection;
• marked, scratched, damaged, soiled, contaminated or showing signs of use;
• missing parts, accessories, chargers, instructions, tools, fixings or packaging;
• returned in damaged or unsuitable packaging;
• hygiene-sensitive and opened, unsealed, used or contaminated;
• custom-made, made to order, personalised, modified or specially configured.

7. Large, heavy, bulky, assembled and specialist item returns

Some products are large, heavy, bulky, fragile, assembled, palletised or require specialist handling. This may include mobility scooters, powered wheelchairs, beds, rise and recline chairs, furniture, hoists, large bathroom equipment and similar products.

Returning these items is not always straightforward. They may require a specialist courier, two-person collection team, pallet collection, suitable packaging, access checks or trained personnel to safely collect or move the goods.

1. Please contact us before attempting to return any large, bulky, assembled or specialist item.
2. These items cannot normally be returned by standard post or ordinary parcel courier.
3. If we arrange collection, the direct collection cost may be deducted from your refund where permitted by law.
4. Collection costs can be significant and may vary depending on the product, size, weight, location, access, packaging and courier requirements.
5. If goods were delivered on a pallet, they may need to be returned safely secured on a pallet.
6. If goods have been assembled, installed, used, marked, damaged, contaminated or are no longer saleable as new, we may refuse the return where permitted by law, or make a deduction from the refund to reflect the reduction in value.
7. If goods are not properly packaged, safely accessible or ready for collection, the courier may refuse collection and a failed collection charge may apply.
8. You are responsible for ensuring that goods are safely packaged and available for return collection unless we have agreed otherwise.

8. Faulty, damaged, missing or incorrect goods

If your item is faulty, damaged, missing parts, incorrect, or you need help with a warranty issue, please email contact@mobilitysmart.co.uk or use our Contact Us page before sending anything back.

1. Please include your order number, details of the issue and photographs or video where helpful.
2. Please keep all packaging, labels and boxes until the issue has been resolved, especially for damaged deliveries.
3. Please do not use, install, assemble or dispose of goods that have arrived damaged or incorrectly supplied unless we ask you to do so.
4. We may ask reasonable questions, request photographs or video, ask you to carry out simple checks, or ask you to speak with the manufacturer’s technical team where this is the quickest way to diagnose or resolve the issue.
5. Where you are a Consumer, your statutory rights remain against Mobility Smart Limited as the retailer. Any manufacturer guarantee is in addition to those rights and does not replace them.
6. Where goods are confirmed to be faulty, we will deal with the matter in accordance with your legal rights. Depending on the circumstances and timescales, this may include repair, replacement, refund or price reduction.

9. Refunds

1. Refunds will normally be made to the original payment method used for the order.
2. For Consumer cancellation returns, we will normally refund within 14 days of receiving the goods back or receiving evidence that they have been sent back, whichever is earlier.
3. For faulty, damaged or incorrect goods, refund timing may depend on inspection, testing, courier investigation or confirmation of the issue.
4. We may deduct the direct cost of return collection where you are responsible for return costs and we arrange collection at your request.
5. We may deduct for reduced value where goods have been handled beyond what is necessary to inspect them, or where goods are returned used, damaged, incomplete, marked, contaminated, missing packaging or not saleable as new, where permitted by law.
6. We do not refund additional delivery upgrade charges above the least expensive standard delivery option offered, unless required by law or unless the service was not properly provided.
7. Business Customer discretionary returns may be refunded, credited or exchanged at our discretion.

10. Contact details

For non-faulty refund returns:
Please use our Arrange a Return form.

For faults, damage, missing parts, wrong goods or warranty issues:
Email contact@mobilitysmart.co.uk or use our Contact Us page.

Mobility Smart Limited
Unit 12-13 Creamery Industrial Estate
Kenlis Road, Barnacre
Preston, Lancashire, PR3 1GD
Telephone: 0800 567 7222

This Returns Information & Terms page should be read together with our Terms & Conditions.