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Returns Policy

Returns & Exchanges

Note: Your statutory rights are not affected in any way

In accordance with the Consumer Contract Regulations 2013 at ReliMobility we offer a 14 Calendar Days cooling off period. Within this period customers can inspect the goods, determine their suitability and if necessary request a refund.

If you wish to exercise this right, you must notify us in writing by email to: [email protected]

Please note once we have despatched an item(s) to you, the item cannot be cancelled and the below returns procedure comes into effect with their respective charges.

The responsibility for returning the goods is that of the buyer.

The goods must be returned at the buyers cost within 14 days from the date of you notifying us that you wish to return the goods. We recommend that you pay for a tracked/signed delivery for your protection. All returns must be sent to ReliMobility, 2 Windham Road, Chilton Industrial Estate, Sudbury, Suffolk, CO10 2XD

ReliMobility recognise that many customers do not have the means to do this, and at our discretion can arrange for a returns label to be sent to you or a collection of the goods during normal business hours (Monday to Friday) if requested. In such circumstances we will inform you of the cost (beforehand) of the returns label / collecting the items. If collection fails due to the customer not being at the agreed collection point, we reserve the right to deduct this from any final refund. Please note each subsequent collection will be charged at the same rate as previously failed collections.

Where items are refused at the point of delivery and returned back to us. The buyer is liable to cover the return carriage costs. This charge will be calculated according to the number of items to be returned and size of the item(s).

We are happy for you to unpack the goods and to inspect them carefully. A deduction can be made if the value of the goods has been reduced as a result of you handling the goods more than was necessary or they have been installed.

All returned products must be complete, unused, in an undamaged state and still in their original packaging. If products are not returned in their original condition with their original packaging, ReliMobility reserves the right to charge for repair, replacement or repackaging of any products not returned in their original condition. This charge may include the cost of parts, materials, packaging, labour, repair of product(s), replacement of product(s).

All refunds will be processed within 14 days following receipt of goods.

Unfortunately we are unable to accept returns for products that can void Health and Safety regulations such as:

Toileting, Incontinence, Respiratory, Mattresses, Mattress Sheets, Bathroom products or any item that’s been hygienically sealed.

We cannot refund or exchange products that have been made to order, specially ordered, bespoke or that were specially adapted to suit your requirements unless they arrive faulty, damaged or incorrect.

Where goods need to be dismantled to enable return, providing you notify us by phone or in writing within 14 days of delivery and agree to pay our costs (this will be confirmed beforehand), we will send an engineer to your premises to collect the goods at a convenient time.

We advise you sign all deliveries as ‘unchecked’. 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, giving as much information as possible. All damaged or faulty goods will be replaced with an equivalent product, or a refund will be given*.

Business to Business transactions will require VAT to paid at the appropriate rate. We do not accept returns or offer refunds on business to business transactions.

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