Returns and refunds

We want you to feel confident choosing equipment that suits your needs. If your order arrives and you decide it is not suitable, contact us and we’ll explain the return options and help arrange the next steps.

Changing your mind about an online or telephone order

For most items bought online or over the phone, you can cancel without giving a reason. Tell us within 14 calendar days of receiving your order. You then have a further 14 calendar days to send the item back. If an order arrives in separate deliveries, the cancellation period generally starts when you receive the last item. 

You may unpack and inspect an item as you would in a showroom. Please keep all parts, accessories, instructions and packaging where possible, and take care when preparing it for return. Original packaging is helpful, but its absence does not automatically remove your cancellation right. If handling beyond what is needed to inspect the item reduces its value, we may make a deduction that reflects that loss. We’ll explain any proposed deduction.

Items with different cancellation rules

The change of mind cancellation right does not normally apply to goods made to your specifications or clearly personalised, or to sealed goods that cannot be returned for health or hygiene reasons once the seal has been broken.

Perishable goods are also excluded. This may affect some made to measure products, mattresses, incontinence products or personal care items, depending on the product and how it is supplied. We’ll identify any applicable exception before you order. Simply ordering a standard product from a supplier does not, by itself, make it personalised. 

These exceptions do not affect your rights if an item is faulty, damaged, incorrectly supplied or not as described.

How to request a return

Email sales@mobilityco.co.uk with your order number and a brief note saying that you wish to cancel or return an item. You can also call our team. You do not need to wait for us to issue a return authorisation before telling us that you wish to cancel.

We’ll confirm how to return the item or arrange a collection where appropriate. Please do not send a large item back without contacting us first so we can provide the correct return arrangements.

Return and collection costs for change of mind returns

You are responsible for the cost of returning a change of mind order where we told you about this cost before purchase. If you choose a MobilityCo collection service, the following prices apply to the relevant item. We’ll confirm the service and cost before booking collection. Large items that cannot normally be returned by post need a clear return cost estimate before the order is placed. 

Please package returns securely. If an item is returned without suitable packaging, we’ll assess its condition on arrival. We will not apply an automatic repackaging or restocking fee to a statutory cancellation. Any deduction for loss in value will be assessed individually and explained to you. 

Faulty, damaged or incorrect items

Please contact us as soon as you notice a problem and provide your order number and, if helpful, photographs. We’ll work with you to resolve it. Your statutory rights to a refund, repair or replacement depend on the circumstances and are not limited by the 14-day change of mind period. Return charges above do not apply where the item is faulty or an incorrect item has been supplied.

Refunds

We’ll refund an eligible cancellation to your original payment method, unless we agree another method with you. The refund includes the whole cost of the order, minus the applicable return fee.

We’ll issue the refund without undue delay and within 14 days of receiving the returned goods, or within 14 days of receiving proof that you sent them back, if that is earlier. If we are collecting the goods, we’ll explain the applicable refund timing when arranging collection. Your bank or card provider may take additional time to show the payment. 

If you have a question about a refund, email customersupport@mobilityco.co.uk.