Returns, Damages and Warranties

Guarantee / Warranty
Each product comes with a manufacturer's warranty as standard for peace of mind.

Assist Mobility honours all its obligations under UK consumer law.  In the unlikely event that your goods are faulty, please contact us and we will arrange an appropriate remedy, dependent on fault).  

Goods are guaranteed free of manufacturing faults and defects for the stated period for each individual manufacturer / brand / item.  Damage caused by incorrect use, neglect, non-authorised brand parts, or parts that are exposed to natural 'wear and tear' such as brake blocks, brake cables, moveable parts, wheels, seat, bags and handle etc., are exempt from the manufacturer's warranty. 

The Warranty is void if unauthorised spare parts / accessories have been or are being used on the product during the warranty period.

Any damage resulting from normal wear and tear, improper use, maintenance neglect, etc. is not covered by Warranty.  We strongly advise you regularly maintain your product by checking brakes, pads, screw tightening, visual checks of nuts and bolts, cleaning of debris from wheels etc. 

Any products / parts replaced under Warranty are valid from original purchase date.

Products are for personal use and not commercial use.  Goods sold / used commercially are not covered by Warranty.  Products modified are not covered by warranty. 

Cancellation
If you wish to cancel your order before we’ve despatched it, please call 020 8638 6308 or email our Sales Team, to request the cancellation. 

We try to despatch items quickly, so if you need to cancel your order please do so as soon as possible. 

Please note once we have despatched your item(s), the order cannot be cancelled and the below returns process comes into effect with their respective and associated return charges.

Returns
We hope you love your Assist Mobility product but if the item is not suitable, simply contact us within 14 days of receipt for the UK return address.

We find ParcelForce are efficient and easy to book returns as they collect the box and bring the labels to you.  To book a collection, should you opt to use them, they can be found at https://send.parcelforce.com 

There are of course many other courier companies offering the same service you may prefer to use.

We will always assist with the returns process, so please let us know if you would like us to help by arranging the return collection from your home. 

The item must be returned as new, unused, in its original packaging and in a saleable condition (at the full discretion of Assist Mobility), within 14 days of receipt. In the case of an outdoor rollator, wheelchair etc., the item must only have been tested indoors (not outdoors).

You will be responsible for any return / delivery charges. We advise you insure the returning goods to their full value, as we cannot be responsible or refund goods damaged or lost in transit.

Some types of goods are exempt from being returned. Non-returnable items include:

• Paint sticks
• Custom / modified products 
• Special order products not availabile on our website
• Health and personal care items
• Comodes
• Cushions
• Bathing & toileting items
• Any item not in its original condition and packaging, is damaged or missing parts for reasons not due to our error
• Any item outside of our returns period of 14 calendar days after delivery with no exceptions

It is important that you contact us prior to returning any item.  Please do not send your purchase back without prior notification - we will not be held responsible for items that are sent back to an incorrect address.  Do NOT return items to our registered office.

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations provide Assist Mobility the right to reduce the amount of refund you receive, in the event that non-faulty items being returned are damaged or used in any way. The amount which your refund may be reduced by will be dependent on the decrease in value of the item being returned. You should note that should the item being returned be beyond economical repair and cannot be re-sold, this reduction may be 100%.  You will be offered the option to have the unsatisfactory item returned to you.

If on return of the goods, whether by post, self-delivery or courier, we find that necessary packaging is missing then we reserve the right to charge a fee to repackage the product(s).

By ordering with Assist Mobility, you agree to the terms of our returns policy.

Refunds / Remorse
Once your return is received and inspected, your refund will be processed and a credit will automatically be made to the original method of payment and within the card issuers time-frame.  You will received an automated notification once this has been completed.

Damage Goods
Upon receipt of your order, if you suspect your goods have been damaged in transit please sign the delivery note as 'damaged'.  You must retain the packaging and inform us immediately or within 24 hours of receipt, giving as much information as possible.  Simply signing for the delivery means you are signing to confirm the delivery has been received in good condition, you must sign for as 'unchecked' or 'damaged' in you suspect there is a problem.

Sale / Special Purchase Items / Custom Orders
Only regular priced items may be refunded, unfortunately sale / special purchase items cannot be refunded.  Custom orders are non-returnable as they are outside of our normal stock.