At Assist Mobility, we want you to feel completely confident in your purchase. Every product comes with a manufacturer's warranty for peace of mind, and we fully honour all UK consumer rights. If something isn't quite right, we're here to help make it right.
Your Manufacturer's Warranty
Every product we sell is backed by a manufacturer’s warranty (please refer to individual manufacturer/brand), and we are your first point of contact. We hope this gives you assurance that your mobility aid is built to last.
We pride ourselves on our "hands-on" approach. Should a defect arise, we don't just provide you with a phone number for a manufacturer; we take charge of the claim, coordinating any necessary repairs or replacements to get you moving again as quickly as possible.
What's covered
All manufacturing faults and defects are covered by the warranty period specified for your product. If you discover a fault, simply contact us and we'll arrange the appropriate remedy.
How to make a claim
Contact our Customer Service team on 020 8638 6308 or via our contact page. We'll guide you through the process and liaise with the manufacturer on your behalf.
What's not covered by warranty
Like any mechanical product, components experience natural wear and tear through regular use. Items such as brake blocks, brake cables, wheels, seats, bags, tyres and handles are not covered under warranty as they're designed to be replaced periodically. Damage from improper use, accidents, or lack of maintenance is also not covered.
Important to know
- Warranties apply to products used for personal (not commercial) purposes
- Warranty coverage begins from your original purchase date
- Any parts we replace under warranty are covered until your original warranty expires
- Products modified in any way are not covered by warranty
- Warranty is valid within the UK only and applies to the original owner
Caring for your product
We strongly recommend regular maintenance to keep your mobility aid safe and performing beautifully. Simple checks - tightening screws, inspecting brakes and brake pads, cleaning debris from wheels - can prevent issues and extend the life of your product.
Returns Policy
We hope you'll love your Assist Mobility product, but if it's not quite right for you, simply contact us within 14 days of receiving it and we'll provide you with the UK return address.
How returns work
- Contact us first - Call 020 8638 6308 or email our Sales Team before sending anything back. This ensures your return reaches the right place and helps us process it quickly.
- Arrange collection - We're happy to help arrange courier collection from your home to make the process easier. Many customers find ParcelForce convenient as they collect from your door and bring labels with them. You're also welcome to use any courier you prefer.
- Pack it carefully - Please return items in their original packaging and in resaleable condition. For outdoor rollators and wheelchairs, this means you've only tested them indoors, not taken them outside. To ensure you receive a full refund, all parts and packaging materials should be included.
- You're responsible for return costs - Return postage is at your expense. We recommend insuring valuable items for their full value, as we cannot refund or replace goods that are damaged or lost during return transit. It costs ~£13 to ship a rollator via ParcelForce.
Refunds
Once we receive and inspect your return, we'll process your refund to your original payment method. You'll receive an email when this is complete.
If items show signs of use
We understand you need to test products to ensure they're right for you. However, if returned items show signs of use beyond reasonable testing, we may need to reduce your refund to reflect the decreased value. Under Consumer Contracts Regulations, this is based on how much the product's condition has changed. We'll always contact you first to discuss the situation and give you the option to have the item returned to you instead.
If packaging materials are missing when items are returned, we may need to charge a repackaging fee to prepare the product for resale.
Items we cannot accept as returns
For hygiene and safety reasons, certain items cannot be returned once opened or used:
- Personal care and health items
- Commodes and toileting aids
- Cushions
- Bathing aids
- Paint sticks
We also cannot accept returns of:
- Custom or modified products made to your specifications
- Special order items not available on our website
- Items damaged, incomplete, or missing parts due to reasons other than our error
- Items returned after 14 calendar days from delivery
- Sale or specially reduced items (see below)
Before you cancel an order
If you need to cancel before we've dispatched your order, please call us immediately on 020 8638 6308 or email our Sales Team. Once dispatched, orders cannot be cancelled and the returns process above applies.
Received Damaged or Missing Items?
We pack every order with care, but occasionally courier damage happens.
If you notice damage on delivery
Please note this on the delivery paperwork by signing as 'damaged' or 'unchecked' rather than simply signing for receipt. This helps us investigate and resolve the issue immediately.
After delivery
If you discover damage or notice missing items after delivery, please contact us within 24 hours. The sooner we know, the faster we can put things right. Simply phone 020 8638 6308 or email us with as much detail as possible, including photos if available.
When you sign for a delivery without noting any issues, this confirms you've received the order in good condition. That's why we ask you to inspect packages before signing, or sign as 'unchecked' if you can't check immediately.
Sale Items & Special Orders
Sale and specially reduced items
Unfortunately, items purchased at sale prices or special promotional discounts cannot be refunded. These products are offered at reduced prices on a final sale basis.
Custom orders
Products made to your specific requirements or special-ordered outside our regular stock range are non-returnable, as they cannot be resold.
Only regular-priced items from our standard range are eligible for returns under our 14-day policy.
Your UK Consumer Rights
Assist Mobility fully honours all obligations under UK consumer law. Your statutory rights as a consumer are not affected by any of the terms on this page.
Nothing in our warranty terms or returns policy removes or limits your rights to:
- Receive goods that match their description
- Receive goods of satisfactory quality
- Receive goods fit for their intended purpose
- Have faults that develop within six months presumed to have existed at purchase
If you believe your consumer rights have been affected, please contact us to discuss the matter. We're committed to fair treatment and finding appropriate solutions.
Liability Limitations
Our commitment
We will, at our discretion, make good any shortage or non-delivery of orders, replace or repair goods received in damaged or defective condition, or refund amounts paid for defective goods.
What we're not liable for
We cannot be held responsible for:
- Indirect or consequential losses arising from product issues
- Delivery delays or damage caused by circumstances beyond our reasonable control (including courier performance, even when we've arranged the delivery)
- Damage or defects caused by use inconsistent with the product's intended purpose
- Late deliveries, even when a delivery date has been scheduled
Warranty transfers
Warranties are non-transferable and apply only to the original purchaser. If you gift or sell a product, the warranty does not transfer to the new owner. Products taken outside the UK are not covered by warranty.
Commercial use
Our warranties and returns policies apply to products purchased for personal use only. Products used commercially are not covered.
These limitations don't affect your statutory consumer rights as described above.
Questions?
Our team is here to help with any questions about returns, warranties, or consumer rights.
Contact us
- Phone: 020 8638 6308
- Email: sales@assistmobility.co.uk
- Contact form
We're committed to making your experience with Assist Mobility positive from purchase through to after-sales support.