Returns & Refunds

Returning unused items

For standard stock items bought in our showroom, our published change-of-mind policy normally allows returns or exchanges within 28 days of purchase, provided the product is:

• Unused
• In its original condition and packaging
• Accompanied by proof of purchase

Please call us before bringing back larger equipment or if you are unsure whether an item qualifies.

The 28-day policy is an additional shop policy; it does not limit your rights if goods are faulty or where separate distance-selling cancellation rights apply.

Refunds and exchanges

For an eligible return, we can discuss a refund or exchange. Refunds are normally made using the original payment method and to the original purchaser.

Where a cash refund cannot be provided immediately, we will explain how it will be arranged.

Special orders, bespoke products and stairlifts

Products genuinely made to your specifications or clearly personalised may be excluded from change-of-mind cancellation rights. Our voluntary shop returns policy may also exclude certain special-order items, subject to the terms explained when you buy.

Made-to-measure stairlifts, particularly curved rails, may have different cancellation arrangements from standard stock items. Please contact us promptly if you want to cancel an order.

We will explain the applicable terms and your legal rights; ordering an ordinary stocked product specially does not, by itself, remove statutory cancellation rights.

Hygiene-sensitive products

For change-of-mind returns, some hygiene-sensitive items may be unsuitable for return once used.

For distance purchases, the statutory hygiene exception applies only to qualifying sealed goods that become unsealed after delivery.

If you are unsure about an item such as a toileting aid or personal support product, please ask before buying. This does not affect your rights in respect of faulty goods.

Refurbished and ex-demonstration equipment

We sell new, refurbished and ex-demonstration equipment. If you want to return a refurbished or ex-demo item because you have changed your mind, please contact us so we can check the purchase terms, its condition and how it was sold.

Your statutory rights still apply if the item is faulty or not as described.

Delivery damage and faulty goods

Please inspect delivered equipment as soon as reasonably practical and tell us promptly about any visible damage. Photographs can help us investigate.

We ask customers to report visible delivery damage within 24 hours or by the next working day where possible, but missing that timeframe does not remove statutory rights.

If your mobility scooter, powerchair, stairlift, riser recliner or other product develops a fault, contact us with the product details, purchase date and a description of the problem. We may need to inspect the equipment or arrange an engineer visit.

Depending on the circumstances and applicable law, a repair, replacement, price reduction or refund may be appropriate. See our repairs and servicing information for the support we offer.

Orders placed online or by telephone

Where a purchase qualifies as a distance contract, you will normally have a statutory 14-day period after receiving the goods to tell us you wish to cancel, subject to applicable exceptions.

Return arrangements and any lawful costs will depend on the goods, contract terms and information given at the time of purchase. Please contact us for the arrangements applicable to your order.

Collections and delivery costs

If equipment is too large to bring back, we may be able to arrange collection. Charges for a voluntary change-of-mind return may depend on the product, location and applicable terms. We will explain any charge before arranging collection.

Different rules apply where we are legally responsible for faulty or misdescribed goods.