We hope that you are delighted with our products, but we understand that some things may not be right for you. At Mobility Your Way, we want you to feel safe in the knowledge that returning a product to us is hassle-free, simple and fair.
We always try to ensure our customers are provided with the best quality products. If, however, one of the products is faulty or damaged, we will allow you to return it with either an exchange or a refund, provided:
Unfortunately, after this period we are unable to offer a refund or exchange.
To be eligible for a return or exchange the product must be unused, complete, and in the same condition in which you received it from us and in the product’s original, undamaged packaging. If a product is not returned to us in its original undamaged packaging and in the condition you received it from us, we may not be able to offer an exchange or full refund.
Our returns and refund policy does not affect any statutory right you may have.
If the product was posted to you, we advise that you keep the packaging it was sent to you in for ease of return. To help us deal with any issues arising from damage to the item due to delivery we ask that you contact us on the day the item is delivered.
If you can visibly tell that the goods are damaged on delivery, then when signing make a note with the courier of the damage identified.
We will not offer refunds on the following products:
To cancel an online or telephone order, you must do so within 15 minutes of the order being placed.
To do this, you can email customerservice@mobilityyourway.co.uk or phone 0800 083 2622.
If you do not cancel the order within 15 minutes, the order becomes a return and you must wait for the product to arrive. If this happens, please refer to our returns policy.
To cancel an order placed in one of our showroom, you must contact the showroom you purchased the product(s) from within 4 hours.
In order to receive your refund or exchange you will need proof of purchase.
If you contact us wishing to return or exchange the product, upon arrival we will inspect the product and proof of purchase, which should be provided. If a refund is the outcome, you should expect the refund within your bank account within 30 days after confirmation. Confirmation is signified with a paper or emailed receipt.
If you return the product on the same day of purchase to the same showroom, you may be offered a cash refund (providing your receipt indicates a cash payment). If you paid for your product by credit/debit card, then a refund will be issued back to the credit/debit card used to buy the product. We will not refund to any other credit/debit card. If you paid by cheque, then no refund will be paid until the cheque has cleared in our bank account.
Refunds cannot be given on any item that has been bought as a special-order item, such as items which are built or supplied to your personal specification including bespoke or prescriptive items.
A restocking fee may apply to items returned to cover costs incurred, this is at managements discretion.
Online orders cannot be returned at any of our showrooms.
If an item is found to be faulty, an order error has been made on our part, or you have received an incorrect item, then we will offer a replacement whereby the cost of the replacement item, its delivery, and the return of the incorrect or faulty item will be met in full by us.
In the event of a full refund being given, all original delivery, installation and postage, and packaging fees will be refunded only when the item has been returned to us where the reason for return is due to a manufacturing fault or damage incurred through transport.
Only our standard delivery, installation, or postage and packaging fees will be refunded, any special delivery requests above standard will not be refunded.
Items being returned due to non-fault reasons will have no original delivery, installation, postage, and packaging fees refunded.
If an item is a stock item, which is an item we hold in store regularly on the shelf then a full exchange or refund will be issued as per our refund policy.
If an item is not held in our stores but forms part of our stock range, then full payment must be made at time of order if the product is £100 or under. In the case of a refund, either a credit note can be issued to a maximum of 100% of the amount paid subject to the refund policy or a refund to the value of 50% of the original cost will be given. No refund or credit note will be given for any postage or packaging charges incurred.
If an item requested is valued over £100 and is not held in our stores but forms part of our stock range, then a minimum deposit of 50% of the cost needs to be paid. In the case of a refund, either a credit note can be issued to a maximum of 100% of the amount paid subject to the refund policy or a refund to the value of 50% of the amount paid will be given. No refund or credit note will be given for any postage or packaging charges incurred.
If you accept a credit note a refund will not be given later.
An exchange can only be made when the original item has been returned to us.
If a replacement item is required prior to return, then the second item must be paid for in full before the refund will be issued subject to receipt of the initial product and our refund policy.
Any product or service purchased through a third-party company is the responsibility of the third-party company and you should take up your request with that company directly.
To return a product that was posted to you, please return the product to the address below.
If you purchased the product(s) in a showroom, return it to the showroom with proof of purchase. If you cannot reach your original location of purchase, please contact the showroom you purchased the product(s) from.
If you purchased the product(s) online then please contact the Customer Care Team using the email address below to begin the return process. Do not attempt to return product(s) purchased online to a showroom as they will not be able to assist you. You will have to incur all costs for returning the product(s) to us.
customerservice@mobilityyourway.co.uk
If a product(s) is not returned in its original condition and packaging or is not complete, we retain the right to refuse a refund.
Please do not send items back to us without our prior knowledge, all items sent back to us are sent at your risk and we therefore advise you to obtain proof of postage or a tracked delivery service with adequate packaging and insurance cover.
*Not to be used in conjunction with any other offer. Excludes Motability. Only valid on new stock, excludes reconditioned. While stocks last. Manager’s decision final. Discount valid until 31.10.24.
