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.
Returns
We always try to ensure our customers are provided with the best quality products. If, however, one of products is faulty or damaged, we will allow you to return it with either an exchange or a refund, provided:
- It is not damaged through user misuse or user damage
- It is within the 14-day returns period which begins on the latter of the date of purchase or the date of delivery/installation.
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 products 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. We suggest you take a photo of the item to create a time and date stamp.
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.
Some products are returnable only at our discretion and examples are listed below:
- Any product that has been in contact with bare skin or hair
- Any reconditioned product
- Footwear.
We will not offer refunds on the following products:
- Opened/used incontinence products
- Opened/used bathing or toileting aids (e.g. bed pans, commodes & urinals)
- Mattresses, Pillows & Bedding
- Personal hygiene products
- Any form of bespoke or prescription products
- Gift Cards.
Cancellations
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 hello@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.
Refunds
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 up to 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 store, you may be offered a cash refund (providing your receipt indicates a cash payment). If you paid for your product by credit or debit card, then a refund will be issued back to the credit card used to buy the product. We will not refund to any other credit or 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 prescription items.
Liability of replacement and return
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.
Delivery, installation, postage and packaging
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 reason will have no original delivery, installation, postage and packaging fees refunded.
Deposits & Full Payment Pre-Orders
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 deposit of £100 plus 50% of the excess cost over £100 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.
Exchanges
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 and then the refund will be issued subject to receipt of the initial product and our refund policy.
Third party products
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.
Getting the product back to us
To return a product that was posted to you, please return the product to the address below.
If you purchased the product instore, return it to the store with proof of purchase. If you cannot reach your original location of purchase, please use the contact details below.
If a product is not returned in its original condition and packaging or is not complete, we retain the right to refuse a refund.
Mobility Your Way
Unit 19, Eckland Lodge Business Park
Desborough Road
Market Harborough
Leicestershire
LE16 8HB
hello@mobilityyourway.co.uk 0800 083 2622
Please do not send items back to us without our prior knowledge, all items sent back to us are at your risk and we therefore advise you obtain proof of postage or a tracked delivery service with adequate packaging and insurance cover.