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Returns, Damages and Warranties

Guarantee / Warranty
Each product comes with a manufacturers 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 (either repair, replacement or refund, dependent on fault).  

Goods are guaranteed free of faults and defects for each individual manufactures stated period. Damage caused by incorrect use or parts that are exposed to natural wear and tear (e.g. brake block, brake cable, wheel, seat, bag and handle etc.) are exempt from the manufacturers warranty. 

Wear and tear is not covered by Warranty.  Brakes, brake cables, seats, tyres, moveable parts etc. are subject to wear and tear and not covered by 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 advise you regularly maintain your product.

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 item(s) to you, the order cannot be cancelled and the below returns process comes into effect with their respective 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 more than 14 calendar days after delivery

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.  

    Refunds / Remorse
    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.  Once checked and approved, 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.

    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.