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Terms & Conditions

This website is operated and owned by :

ReliMobility Limited, 2 Windham Road, Chilton Industrial Estate, Sudbury, Suffolk, CO10 2XD

Company Number : 09690014

VAT Number : 222273736 

Your use of this website signals acceptance of these terms and conditions 

1. Making a contract with us 

When you place an order with us at you are making an offer to buy goods. The processing of your payment and acknowledgment of your order (including sending you an email confirming your order is being processed) does not constitute legal acceptance of your order. Our contract is not confirmed until the goods have been dispatched.

2. Placing an Order 

You can place an order via our website and following the instructions provided.

Once you have placed your order you will then receive email confirmation with the next 24 hours with the full details of your order and any further information.

The email address and postal address provided upon placing your order may be used to keep you informed of special offers, promotions and news relating to ReliMobility Limited and our products. If you wish to opt out of this, please contact us on [email protected]

We will store all of your data securely and will not pass the data on to any third parties.

We accept all major credit cards, debit cards and paypal payments. No card details are recorded or kept at ReliMobility. 

All orders are processed by our friendly sales team who are fully compliant with both Data Protection and Computer Miusue Acts.

The price payable for the goods you order or purchase is as set out in store and on our website at the time you submit your order or, if you order from one of our catalogues, as set out in the catalogue from which you order provided it is a current catalogue, plus any charges for delivery as advised to you.

Catalogue prices are correct at time of going to press, and we reserve the right to update prices in future catalogues which will then supersede the prices in any previous catalogue. We are not obliged to accept your order or purchase for such goods and may decline it or limit the order quantity.

Occasionally, an error may occur and goods may be either incorrectly priced or described in which case we will not be obliged to supply the goods at the incorrect price or in accordance with the incorrect description or at all. We reserve the right to correct any errors from time to time. We will (at our discretion) either cancel your order and refund the price you have paid or use reasonable endeavours to contact you and ask you whether you wish to continue with the order at the correct price or correct description. If we are unable to contact you or you do not wish to continue with the order at the correct price or correct description, we will cancel your order and refund the price you have paid.

We reserve the right to cancel your order at any time before delivery and to refund the customer in full. We are not liable for any cost, loss or damages arising from the cancellation.

3. Delivery Information 

We endeavour to process all orders within one full working day and to achieve delivery within 5 working days to Mainland UK. Some of our items are made to order and therefore delivery times will vary depending on the product and current volume of orders. All of our made to order items will specify an estimated delivery period. Engineered Deliveries are usually delivered within 5-10 working days. Delivery times are estimates only and no guarantee can be made as time is not the essence of this agreement. 

Please be aware that if you request that goods are left in a safe place via the courier notes, ReliMobility cannot claim for missing items or damage to your parcel. As a result, in the event of an absence, we strongly recommend that you collect your parcel from a local delivery depot or instruct the courier to leave your parcel with a trusted neighbour. If you request the goods to be left in a safe place and the tracking details show the item was delivered to your chosen safe place, ReliMobility Ltd will not be liable for the missing parcel and our contract to supply the goods has been successfully fulfilled.

Goods damaged in transit must be reported immediately by signing the delivery note damaged on arrival and inform ReliMobility the same day as the delivery / receipt of the goods. Any damaged goods must be retained by the buyer for any inspection. If the delivery note is signed without the comment damaged on arrival the seller cannot be held responsible for damages. Customers may be requested to supply photos of the damage sustained in delivery & despatch.

4. Cancellation and Returns

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] or call our customer services team on 0800 112 0074

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.

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 and Bathroom products.

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. 

Any orders purchased and collected from our showroom are exempt from the above returns policy and no returns are accepted unless faulty.

5. VAT Relief

A persons who is chronically sick or disabled purchasing products for personal use, along with charities where the products are made available to a disabled person for their own personal or domestic use, may be eligible for VAT Relief.

In order to qualify for VAT Relief you must ensure the VAT Relief declaration is filled in, declare the precise medical condition, and meet the criteria at the time of placing your order. Assuming you meet this criteria, you will be charged the price excluding VAT unless a particular product has compulsory VAT. Orders which are received without completed declarations will incur the VAT charge, which will be highlighted clearly to you through our shopping calculator at the checkout. Should you have any queries please contact [email protected]

Completed VAT Relief Declarations by customers are accepted as prima facie evidence by the Company that a valid medical condition exists for zero rated VAT under The VAT Act, and no VAT will be charged on the goods purchased.

If, at a later date, HMRC disputes the validity of the medical condition, you will be liable to pay the appropriate VAT that should have been applied to your order. Under these circumstances, ReliMobility Limited reserves the right to demand that you pay the VAT amount that is due. 

You must be sure of your eligibility for VAT relief before completing the declaration. If you are unsure please call the National Advice Service on 0845 302 0203.The goods ordered must be for your personal or domestic use only. It Is a criminal offence to claim VAT Relief if you do not fit the eligibility criteria. It is the responsibility of the buyer to ascertain whether they fit the eligibility criteria. 

VAT Relief does not apply to the posting and packaging charges.

The completed form is retained by us for presentation to HMRC only. We do not sell your data on to any third parties.

For further information please click here

6. Warranties

If you have a problem with your product within the warranty period please contact us at [email protected]

If a fault has been confirmed with your new product within 30 days of delivery, you can return it in exchange for a full refund or replacement.

If you find a fault with your product after the 30 day cut off (but within 6 months of delivery) we will repair the product for you. If we are unable to repair the product, we will replace it for you. If it’s not possible for us to offer a repair or replacement, you can choose to keep the product and receive a partial refund or return the product and receive a full refund.

If you find a fault after 6 months of owning the product and you can prove the defect was present when it was delivered, we will repair the product. If we are unable to repair the product, we will issue you with a replacement. If we are unable to repair or replace the product, we may issue you a partial refund after making a deduction due to fair use.

If an engineer call out is required to repair your product then a charge will be made in advance which will be refundable, if a manufacturing fault is confirmed. 

Please also note that our warranties only cover domestic use; items for commercial use may not be covered.

Our warranty does not cover items used outside of the UK mainland and does not include the cost of the hire of a replacement product(s).

For items purchased outside of mainland UK, we can provide a return to base warranty at our discretion and at your cost. 

Our warranties provide coverage only if you maintain or use the product as directed.

If there are multiple users of the product then we would not cover any product faults.

Please note that if you have made any modifications to the product then this invalidates the manufacturer’s warranty and our warranty.

Accidental damage, customer misuse and fair wear and tear are not covered under our standard warranty, 

7. Product Descriptions

We do our utmost to ensure that the product supplied corresponds as close as possible to the pictures illustrated on our website. However there is the possibility that they may vary due to unique and characteristic, variations of materials. ReliMobility are not responsible for any such variations, including but not limited to the following :

Product colour and shade may vary from one manufacturing batch to the another. We cannot guarantee every product will be exactly the same colour.

Fabric patterns are not matched unless stated on labelling.

Leather is a natural material with unique characteristics such as blemishes, random scars and shade variation.

We reserve the right to make any changes to product specifications (internal or external) and any other changes where necessary.

8. Complaints Procedure

Should you have a complaint, please call our Customer Service team to discuss in the first instance. If you are not satisfied, then please send an email to [email protected] and use the word “Complaint” as the subject title. That will then be dealt with by a Manager and escalated to a Director if necessary.

Should you feel that we have not handled a complaint well for you, then as we are members of the BHTA, we are also a willing participant in their complaints, mediation and arbitration process. This therefore provides you and ReliMobility Limited with an Alternative Dispute Resolution. We are happy to supply their contact details to approach for mediation. We will participate in any mediation that you wish to be involved in.

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