Changing your mind before we dispatch
If you want to cancel your order before it has been dispatched, please call us free on 0800 593 0400. We usually dispatch on the same or next working day so that you get your order quickly, so please get in touch as soon as you can.
Returning or exchanging an unwanted order after dispatch
- You have the right to return your order within 14 calendar days of receiving the goods. After this period we cannot accept returns.
- Returns go to Great British Mobility, Mobility House, Owen Street, Preston, PR1 5DT. We recommend using a tracked courier service. If you are not able to arrange the return yourself, please ring us and we will help.
- Please keep hold of the packaging for larger items until you are sure you are keeping it — returning a large item without its packaging can be difficult.
- We will not refund any supplementary costs arising if you chose a type of delivery other than free delivery.
- If the products are not returned in their original condition, we reserve the right to charge for repair or replacement.
- We cannot accept returns on products that are built to order, have been adapted to suit your requirements, or where use would breach health and safety regulations — for example incontinence, bathroom or toilet products. For those, a refund can only be given if the product arrives faulty, damaged or incorrect.
- Your refund is processed back to the payment method used to place the order. Refunds can take 5–10 working days.
Delivery costs and your refund
Under the Consumer Contracts Regulations we are obliged to refund the base postage cost of every order. That means you are refunded the lowest priced delivery option available to you at the time of purchase — for most items we sell that is the free delivery option, and for orders under £50 it is the £4.99 Royal Mail charge. In line with the same regulations, upgraded delivery options such as White Glove delivery are non-refundable.
Something not right?
Ring us free on 0800 593 0400 before you arrange anything. If the problem is a fault rather than a change of mind, it is covered by your warranty and we will usually send an engineer to you rather than ask you to send the machine back.