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Delivery and Returns
  Better Mobility › Delivery and Returns

Delivery and Returns

Delivery Information

Delivery times are normally 5 - 7 Working Days unless a product has a specific order/delivery time.

Specific order/delivery times are shown on the product details page.

However, due to the nature of mobility products and living aids, some specialist items are produced to order. Therefore, it is advisable for you to contact us before placing your order so that we can give you an approximate delivery date.

We aim to despatch your order within 24 working hours if we have the products you have selected in stock, which we normally do. If a product is out of stock we will contact you to discuss the likely delivery time or an alternative product. If any of your ordered items are not in stock with the manufacturer, we will back order for you. You will always be emailed or called with details to ensure that you are kept up to date with the progress of your order, and/or offered alternatives where requested.

We only sell to customers in the UK.

Your items will arrive by either Royal Mail or courier depending on what is most suitable for your order. Your items will arrive at the shipping address you specify in a box, and assembly will be required where applicable.

If you have any specific delivery instructions (ie: boxes only, no pallets) please let us know and we will do all we can to accommodate them.

All goods are carefully packed and shipped as soon as they are available to fulfil your order.

Custom built items can take up to 8 - 10 weeks for delivery dependent on the specialised and custom requests being fulfilled. We will always contact you regarding any custom orders and keep you updated as to the delivery dates.

Delivery Charges

UK Mainland (excl. Northern Ireland)

Small/light items delivery is charged at a flat rate of £8.00 + VAT (£9.60).

Medium/heavier items delivery is charged at £25.95 + VAT (£31.14) per item.

Large/Heavy items delivery is charged at £77.85 + VAT (£93.42) per item.

Northern Ireland and non-mainland UK

Delivery to Northern Ireland and non-mainland UK addresses will incur an extra charge of £55 + VAT (£66) in addition to the normal shipping charges.

Hand Delivery, from £95.00 + VAT (£114.00) subject to location

Should you wish hand delivery of your order including setup and demonstration, please contact us and we will be happy to provide you with a quotation based on your delivery address.

Returns Policy

Your right to Cancel

You may cancel your order by informing us within 14 calendar days after date of receipt of your goods. Better Mobility will reimburse you within 14 days of receipt of the goods by us for the full costs of the goods ordered. This "cooling off period" is for inspection of the goods only as you would be able to in store, it is not for you to make use of the goods, nor is it in any way a "trial period". Once an item has been used, it cannot be returned, whether purchased in store or via distance selling.

We request that you mark all deliveries as "unchecked" or, if there is evidence of damage to the package, then mark "damaged". Where this is not done, and the Courier subsequently disputes liability, then Better Mobility will not be responsible for the costs associated with repair or replacement.

If you wish to return an item, then you have a duty to take reasonable care of them so that they may be re-sold as new. You are responsible for safely returning them to Better Mobility at your own cost. Please note that if you wish to return bulky or large items the cost of returning the item to us may be high, depending on the method of carriage you use, this could exceed £100 for very large items.

We recommend that you return items using a tracked/signed delivery for your protection, and include a letter or cancellation slip with the returned items, as the burden of proof of both cancellation and return lies with you, the consumer. To claim under these terms we ask that you take care when inspecting your purchase, and take care when repackaging the product for return. If you wish to return a product, we ask that you return items in their original undamaged packaging, wherever possible.

If you would like, Better Mobility can arrange collection of the product for you, however there will be a charge for this, which varies dependant on the item being collected. Please contact us to discuss your specific return. For faulty items please contact Better Mobility to arrange collection for repair or replacement dependent on time elapsed as per the Consumer Rights Act free of charge. If you do not contact us for collection of faulty products, the cost of the carriage will not be refunded to you.

As per the Consumer Rights Act, you can expect your product to be of a satisfactory quality, fit for a particular purpose and match the description, sample or model.

Exceptions to the right to cancel:

Products that are specifically tailored to the individual and/or ordered in bespoke or personalised for you are excluded e.g. rise & recline chairs in a size/fabric of your choice, special order wheelchairs made to your specific requirements etc. Please note we cannot take returns of any Bathing / Toileting / Incontinence aids due to cross contamination. Please contact us if you are unsure if this applies to your order.

Following the above guidance, please send any returns to:

Better Mobility
12 Henry Wells Square
Off Aycliffe Drive
Hemel Hempstead
United Kingdom

Better Mobility complies fully with the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013

Better Mobility Ltd
t: 01442 768 797  •  f: 01442 768 783  •  e: sales@bettermobility.co.uk
12 Henry Wells Square, Grovehill, Hemel Hempstead, Herts, HP2 6BJ, United Kingdom

Webmaster: AnnWebCom
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