Refund Policy
Affordable Mobility Limited – Customer Returns Policy – (For items purchased online)
Affordable Mobility is committed to your satisfaction. We understand that sometimes you may need to return an item. This policy outlines the conditions under which you can return items purchased online, following the Distance Selling Regulations.
Returns Period:
You have the right to cancel your order and return unused items within 30 days of receiving your goods. This applies to all stocked items, excluding those outlined below.
Non-Returnable Items:
- Made to order and bespoke items: These products are created specifically for your needs and cannot be returned unless faulty.
- Hygiene: Due to hygiene regulations, we cannot accept returns of items such as:
- Toileting aids, including toilet seats once fitted to toilets or commodes etc.
- Incontinence products.
- Mattresses and cushions if packaging is opened.
If you are unsure whether an item can be returned due to being bespoke, made to order, or for hygiene reasons, please don’t hesitate to check with us first. We will be happy to help.
Return Conditions:
- All returned items must be unused, in their original packaging, and in a saleable condition.
- We recommend using a tracked delivery service for your return, as you are responsible for the goods until they reach us.
- You are responsible for the return shipping costs, if you change your mind about an item.
Damaged or Faulty Items:
If your item arrives damaged or faulty or becomes faulty within the first 30 days, please inform us within 48 hours. You can do this by contacting our customer service team by phone at 01200 444 254 or by email at info@affordablemobility.co.uk
We will arrange for the return of the faulty item and a replacement to be sent out to you free of charge. If a replacement is not available, we will offer you a full refund.
After 30 days, the item is subject to the terms of the manufacturer’s warranty; please contact our customer service team as above.
Refunds:
Once your return is received and inspected, we will process your refund within 14 days. Refunds will be issued to the original payment method used for the purchase or via bank transfer.
Please Note:
- We reserve the right to reject returns that do not comply with this policy. Items returned outside of this policy may result in being returned to you at your cost or disposed of for hygiene reasons.
- This policy does not affect your statutory rights as a consumer.
Arranging a Return:
We understand that arranging a courier collection for bulky mobility aids can be expensive. While we can assist you with this process, please be aware that there may be surcharges due to the size and weight of the items.
We strongly advise using an online courier comparison service to find the most cost-effective option for returning your item. Here are some popular choices:
- Parcel2Go – A well-established broker offering comparisons and booking for various couriers like DPD, UPS, and DHL. They often have competitive rates.
- Evri (formerly Hermes) – Not only a courier service itself, Evri also acts as a broker for other couriers, providing a one-stop shop for booking deliveries.
- ParcelBroker – Another popular broker that allows you to compare quotes and book deliveries with various trusted couriers like Parcelforce, Pallex, and DPD.
- Transglobal Express – Offers parcel comparison and booking with a focus on cost-effectiveness.
- Delivery Quote Compare – Specializes in helping you find the cheapest option by comparing quotes from multiple couriers.
Contact Us:
If you have any questions about our return policy, please contact our customer service team: info@affordablemobility.co.uk. We aim to resolve all enquiries promptly and fairly.
The returns address is as follows:
Affordable Mobility
40 York Street
Clitheroe
Lancs
BB72DL
Please include your order reference and contact details. (If these details are not included, it may result in a delay in processing your refund.)