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Questions? Call Us    020 8638 6308
Questions? Call Us    020 8638 6308

Returns, Damages and Warranties

Guarantee / Warranty
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).  Each product comes with a manufacturers warranty as standard for peace of mind.

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.

We hope you love your Assist Mobility product but if you are not happy with your purchase, simply return it to us unused, in its original packaging and in saleable condition (at the full discretion of Assist Mobility), within 14 days of receiving the item. In the case of an outdoor rollator, wheelchair etc., only tested indoors on a smooth surface.  Not used outdoors by any means.  The cost of the item will be refunded to you once the return has been processed.

To get this process underway simply contact us and we can walk you through next steps. Once we have received your notification of wishing to return a product and we provide acknowledgement and a return address, the item must be received by us within ten working days of our acknowledgement.  If the item is not received by ourselves within this timeframe we reserve the right to reject it, at which point the item will automatically be reverted back to the sender.  We cannot be held responsible for items sent back to us that are delayed or damaged in transit.   

If you are in anyway unsure about your purchase please do not use it outdoors and test it indoors and remember it must be returned to us in an unused condition and packed as you received it, this includes the original outer box.  Our goods are always thoroughly checked prior to despatch and we reserve the right to reject items which are not deemed in the same condition we despatched them.  Please do not simply throw the goods back into the box and leave it to us to re-package.  We reserve the right to reject or charge for goods that are sent back to us unpacked and / or without the original packaging.  

At Assist Mobility we offer a cooling off period of 14 calendar days from the day on which the goods come into the physical possession of the consumer.  Within this period customers can inspect the goods indoors, determine their suitability and if necessary request a refund.

Our returns policy lasts 14 calendar days from the day of delivery, whether that be with a neighbour, in a safe place or collected from the courier. If 14 calendar days have gone by since your delivery date, unfortunately we can’t offer you a refund or exchange.

Upon receipt of the goods, should you wish to return any item, you will be personally responsible for any return / delivery charges including any costs incurred, along with individual supplier re-stocking fees.  We strongly advise you to insure any items, to their full value, being returned to us as we cannot be responsible or refund goods damaged in transit or lost.

Please ensure all items returned are in perfect original condition as above, as we are unable to offer refunds on any used, un-resaleable or damaged items.

To be eligible for a return, your item must be unused and in the same condition that you received it.  It must also be in the original packaging and packed securely.  If items arrive back to us damaged or in unsatisfactory packaging they will not be accepted and returned to sender with the courier.

Some types of goods and situations are exempt from being returned. Non-returnable items include:

  • Custom products
  • Special order products
  • Health and personal care items
  • Comodes
  • Cushions
  • Mattresses
  • Patient slings (once opened)
  • Bathing & toileting items
  • Any item not in its original condition, 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 and not notified to us by email.  

    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.  We will also notify you of the approval or rejection of your refund.

    If you are approved, then your refund will be processed and a credit will automatically be applied to your credit card / original method of payment by ourselves 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, 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
    Only regular priced items may be refunded, unfortunately sale / special purchase items cannot be refunded.

    Return / Remorse Shipping 
    To return your product, you should contact us for a return address prior to posting.  If you return an item without contacting us for a return address we cannot be held responsible for mis-delivery.

    You will be responsible for paying for your own shipping costs for returning your item.  

    If you are returning an item to us, you should consider using a trackable shipping service and we strongly advise purchasing insurance to cover the costs of the goods as we cannot guarantee that we will receive your returned item or that they will not be damaged in transit, at which point the items will not be eligible for a refund.