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 an item(s) to you, the order cannot be cancelled and the below returns process comes into effect with their respective charges.
At Assist Mobility we offer a cooling off period of 14 calendar days after the day on which the goods come into the physical possession of the consumer. Within this period customers can inspect the goods, determine their suitability and if necessary request a refund.
Our policy lasts 14 calendar days after the day of delivery. If 14 calendar days have gone by since your delivery date, unfortunately we can’t offer you a refund or exchange.
Customers have 14 calendar days from delivery date in which orders can be returned in an unused and saleable condition in the original packaging, packed as received.
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 supplier re-stocking fees. We strongly advise you to insure any items, to their full value, being returned to us as we cannot refund for goods damaged in transit/lost.
If you ask us to arrange the return, when possible, we can arrange collection for a fee taken from your refund to cover the cost of collection. You will not receive a refund until the goods have been certified by the supplier. You may also wish to seek your own return courier.
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.
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.
Some types of goods and situations are exempt from being returned.
- Health and personal care items
- 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 that is returned more than 14 days after delivery
To complete your return, we require a receipt or proof of purchase. It is important that you contact us prior to returning any item. Please do not send your purchase back to the manufacturer without prior notification to us.
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.
Only regular priced items may be refunded, unfortunately sale 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. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund if you have not paid for this yourself.
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.