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Customer Support

Terms & Conditions

Mobility & Lifestyles terms and conditions are compliant with the Consumer Right Act 2015.


Ordering Goods and Making Payments

You can order any of our goods by calling our customer service team on 0800 043 3342

  • We can accept payments from all major credit and debit cards and PayPal.
  • All items on our eBay store also display the postage charge.
  • All personal information gathered is for the sole purpose of processing customer orders and not be passed on to any third parties.
  • Please note that goods will not be dispatched until full payment has been received.
  • If you pay by cheque and this is later cancelled by you we reserve the right to charge an administration fee.


VAT Exemption

If you are chronically sick or disabled you may be eligible for VAT exemption.

What is meant by chronically sick or disabled?

For the purposes of the VAT relief, you are chronically sick or disabled if:

  • You have a physical or mental impairment which has a long-term and substantial adverse effect upon your ability to carry out everyday activities
  • You have a condition that the medical profession treats as a chronic sickness, such as diabetes or arthritis.
  • You have a terminal illness.

All of Mobility & Lifestyles prices exclude VAT unless clearly stated.

In order to claim VAT relief customers will need to fill in a VAT exemption form, if you are unsure on whether you are eligible for VAT relief or need any assistance competing the form please contact our customer services team on 0800 043 3342.

If you are not eligible for VAT relief you will be charged VAT at the current standard rate.

If, at a later date, HMRC disputes the validity of the medical condition, you will be liable to pay the appropriate VAT that should have been applied.


Delivery

We process orders on the day they are placed and ensure that all products are delivered within five to seven working days. Ebay orders are processed Monday – Friday only.

Goods that are purchased directly from a Mobility & Lifestyle store over the value of £50.00 can be delivered free of charge within a 30 mile radius of that store.

Mobility & Lifestyle aim to provide the highest quality service and will deliver and / or install all goods into your home with a full handover so you know exactly how to use and care for your purchase.

If any goods have been damaged please notify the engineer on delivery. All goods delivered directly from stores will require a signature; once you have accepted delivery of these goods we will not be able to accept responsibility for damage. To report damaged goods delivered via the postal service please notify our customer service team on 0800 043 3342 within 48 hours of delivery.


Returns Policy

In Store Purchases

We are unable to offer a refund on purchases made in one of our stores if you have simply changed your mind or have made an incorrect buying decision. The Store Management may offer you a ‘goodwill gesture’ of an exchange or credit on your account if goods are returned with proof of purchase, in original packaging as sold and within 14 days of purchase, but this is entirely at their discretion. Mobility & Lifestyle reserve the right to charge a re-stocking fee to cover reasonable costs involved. Your statutory rights are not affected.


Internet, Telephone or Ebay Purchases

Should you wish to return any goods bought online or by telephone, you must do so within 14 days. Please advise our customer care team on 0800 043 3342 if you wish to exercise this right.  You may be required to confirm your intention to cancel in writing. Mobility & Lifestyle reserve the right to charge you for any costs incurred by collecting the goods. All bespoke items are non-returnable. All bathing, personal hygiene and incontinence products are non-returnable for hygiene reasons unless they have been unused and are returned in the sealed packaging they were purchased in.

All goods must be returned complete, unused, in an undamaged state and in their original packaging. If goods are not returned in their original condition Mobility & Lifestyle reserve the right to charge for any repair to restore the goods to their original state.

A copy of the right to cancel form can be downloaded and printed by clicking here.

Your statutory rights are not affected.


In House Purchases

Should you wish to return any goods which have paid for in your home, you must do so within 14 days. Please follow the instructions on the ‘Right to cancel’ form that you will of been supplied with at the time of sale. If you do not have this please call our customer care team on 0800 043 3342. Mobility & Lifestyle reserve the right to charge you for any costs incurred by collecting the goods. All bespoke items are non-returnable. All bathing, personal hygiene and incontinence products are non-returnable for hygiene reasons unless they have been unused and are returned in the sealed packaging they were purchased in.

All goods must be returned complete, unused, in an undamaged state and in their original packaging. If goods are not returned in their original condition Mobility & Lifestyle reserve the right to charge for any repair to restore the goods to their original state.

A copy of the right to cancel form can be downloaded and printed by clicking here.

Your statutory rights are not affected.

For clarification on our returns policy please call 0800 043 3342 or write to:

Mobility & Lifestyle Customer Support
Upper Floor
8a-8b Swan Centre
Rugby
Warwickshire
CV21 3EB


Guarantee

The majority of our goods have a 12 month warranty, this will include all parts and labour*. Mobility & Lifestyle can also provide extended warranties (and insurance) at an extra cost, please contact our customer service team on 0800 043 3342 or call in store for more details. If goods have been mistreated Mobility & Lifestyle reserve the right to withdraw any claims to be made under warranty.

*Some warranties may be a return to base warranty. This may apply if you are outside a 30 mile radius of any of our stores. A return to base warranty will be explained before you decide to purchase the item.


Descriptions

When describing goods Mobility & Lifestyle endeavour to be as accurate as possible. When making purchases please be aware shades and colours may vary from one batch to another and colours may vary slightly to how they appear on screen. Please note when purchasing any item made of Leather or Wood, they are natural materials, and may contain naturally occurring imperfections, indentations or other aged characteristics. This is entirely normal and is not considered to be a manufacturing fault.


Complaints Procedure

Mobility & Lifestyle always strive to deliver excellent products and services at all times which meet and exceed our customers expectations. In the unlikely event we fall short of this, in the first instance please call in to your local store and speak to the Store Manager who will endeavour to resolve your issue immediately. If we are unable to resolve your complaint in store, please follow the procedure outlined below and we will endeavour to reach a satisfactory outcome as soon as is possible:


If your complaint is about a member of staff:

Please contact our customer care team on 0800 043 3342 or visit www.mobilityandlifestyle.co.uk and fill out the Customer Feedback form under the Contact tab.  We will investigate the complaint as a matter of urgency with the member of staff in question. Once we have come to a conclusion we will notify you informing you on what action has been taken.


If your complaint is about a service provided:

Mobility & Lifestyle pride themselves on providing the best services possible, in the unlikely event you feel you have received poor service please contact our customer care team on 0800 043 3342 or visit www.mobilityandlifestyle.co.uk and fill out the Customer Feedback form under the Contact tab. We will review that particular service provided and (where necessary) reconsider company processes. We will notify you of any course of action taken.


If your complaint is about goods:

We offer a full 12 month warranty on all items, if you feel as if your goods are not reaching the high standards that we strive to achieve, please contact us on 0800 043 3342 or visit www.mobilityandlifestyle.co.uk where you can find details on how to contact your local store. Once any fault or issue is reported to us we will endeavour to inspect the goods within 3 working days and, where necessary, repair or replace the goods within 30 days of you reporting the issue.

Complaints of any kind can also be made in writing to:

Jamie Lambert – Complaints Co-ordinator
Mobility & Lifestyle Customer Support
Upper Floor
8a-8b Swan Centre
Rugby
Warwickshire
CV21 3EB


After you have made your complaint or raised an issue, Mobility & Lifestyle will always endeavour to respond within 5 working days (This allows us time to gather information and facts as required). We will contact you either by telephone, email or letter (depending on how you have contacted us). If Mobility & Lifestyle cannot resolve the complaint or issue within that time we aim to provide a suitable and fair outcome within 30 days.

In the unlikely event you are not satisfied with the outcome you can contact the BHTA (British Health Trade Association) on 020 7702 2141 for further advice on the matter or call Consumer Direct on 0845 040 506.

Please note all calls made to Mobility & Lifestyle are recorded for training and monitoring purposes.

A copy of our Terms and Conditions is available in a large format by calling us on 0800 043 3342.