Better Mobility > Terms and Conditions of Sale
 

Terms and Conditions of Sale

About Us

Better Mobility are a UK distributor of quality, value for money products. We are completely dedicated to your total satisfaction. If you have any suggestions or comments please email us at info@bettermobility.co.uk

Our Contact details:

Better Mobility Limited
12 Henry Wells Square,
Grovehill,
Hemel Hempstead,
Herts,
HP2 6BJ

Tel: 01442 768 797
 
Fax: 01442 768 783
 
Email: sales@bettermobility.co.uk

Shop & Office Hours: Monday to Friday, 09.00 - 17.00


The showroom difference...

At Better Mobility, we have years of experience with mobility aids, and keep up to date on all the latest products and improvements. There are many different items available to help you regain your independence - we hope you enjoy browsing our online shop to see just some of what is available. While we are constantly adding and updating products on the site, there are thousands more available that we are happy to provide you with. We encourage you to call us to discuss your needs whether you don't see quite what you're after here, or just want more information on a product you're looking at.

At Better Mobility, we are a reputable company with a well stocked showroom, who want to see you get what's right for you, and to help you achieve the most independence possible. Our business has grown immensely since we started, and we are very proud to admit, it is directly due to the "word of mouth" recommendations from our satisfied customers.

We will never make un-proven claims about being the UK's "number one", "biggest", "cheapest" or "leading online" supplier of mobility equipment. There are already enough companies doing that.

What we will say, is that we promise to offer good, sound advice, and professional service, with fair prices as well. Whether you choose to purchase a product online from us or choose to come into our showroom you will pay the same price, and get the same great service.

Check out our range of quality products, including electric mobility scooters, powerchairs, self propelling and transit wheelchairs, and daily living aids to help make your life more independent.


Making A Purchase

Placing an order or making an enquiry could not be easier. Just browse our Online Catalogue and select the quantity of each product you require from each page and put them into the shopping cart by clicking the button adjacent to the product or, in some cases, at the foot of the page. After you have finished your selection, click "Checkout" and you will be asked for a few details that we need to be able to complete your request.

Your online "receipt" and automated email are not an order acceptance; your order is not considered accepted by us until it is shipped. When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. We will indicate acceptance of your order, and hence a contract between us, when your ordered product(s) are shipped. We have included this term to protect us in the case that a mistake has been made in pricing, we have inadvertently under-priced goods, or we are no longer able to supply a particular product for some reason. In the case of a change of price, we will always contact you first to ensure that the price is acceptable.


Shipping, Handling and Delivery Schedule

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.

Back Orders

If any of your ordered items are not in stock, 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.


Tax Charges

VAT at the current rate applies to all orders dispatched for delivery within the UK.

Claiming VAT Exemption

If you believe you are exempt from VAT due to having charitable status or on medical grounds you may claim exemption during the checkout process. HM Revenue and Customs require us to keep on file a signed VAT exemption form, which you can download and print from our website. Initially the VAT will be charged to your order, however it will be refunded by us immediately upon receipt of your signed VAT form in the post. For orders being paid by cheque or postal order, please include the signed VAT form with your payment, and no VAT will be charged.

» Download the VAT exemption form here.


Credit Card Security

Payments made online are taken via SagePay. Better Mobility Ltd. will never see your bank or credit card details when you pay online.

If not paying online we will contact you, or you may phone us, to arrange payment and delivery. We do take credit card payments over the phone, otherwise cleared cheque prior to shipment.


Guarantee

We guarantee that you will enjoy the quality, service and value offered by Better Mobility to you.

General warranty exclusions:

  • Parts which need adjustment, re-setting, replacement or repair due to abuse, fair wear & tear or to suit the individual needs of the user i.e. tyres, lap belts, bulbs, plastic shrouds and upholstery (damaged post receipt) , motor bushes, normal battery degradation, wheelchair brake adjustment, circuit breaker resetting, resetting user-induced problems on riser-recliners - cleared by disconnecting/re-connecting hand control etc. Where call-outs occur for such items the purchaser will remain liable for the call-out, parts and labour costs. However, we will do our utmost to minimise these by talking through problems in depth before arranging to visit. Experience shows that many problems can be attributable to a lack of user familiarity and can often be overcome with some simple fault diagnosis and guidance on the phone.
  • Damage attributable to misuse or accident for which we cannot be deemed responsible.

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
Grovehill
Hemel Hempstead
Hertfordshire
HP2 6BJ
United Kingdom

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


Our code of practice for complaints

We hope that you're pleased with any purchase you've made or service you've received from Better Mobility Limited, and that you'll never have reason to complain - but if there's something you're not happy with, we encourage you to tell us about it so that we can try to put things right.

Complaint handling and dispute resolution process

Contact us straight away

In the first instance please call or email any of our staff for the quickest response. If you call us, we'll try to sort out your complaint while you're on the phone. Where this isnít possible we will agree a course of action and advise you of a timeline.

Better Mobility Limited
12 Henry Wells Square
Grovehill
Hemel Hempstead
Hertfordshire
HP2 6BJ

Tel: 01442 768782

Email: mail@bettermobility.co.uk

Better Mobility Limited are proud members of the BHTA and comply with the BHTAís code of practice. Should you feel your complaint has not been handled satisfactorily you can contact the BHTA for complaints mediation and arbitration, and we are obliged to participate. You can find information further guidance here: www.bhta.net/home/complain.html.

Where we cannot resolve any complaints using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event of a complaint arising and you wish to refer the complaint to them please contact 0333 241 3209 or via their website: http://www.disputeresolutionombudsman.org/which-trusted-traders-partnership/.


Your Privacy, Security and Cookies

Credit Card Security

Payments made online are taken via SagePay. Better Mobility will never see your bank or credit card details when you pay online.

If not paying online we will contact you to arrange payment and delivery. We do take credit card payments over the phone.


Privacy Policy

The Information We Need and How We Use It

We are committed to protecting your privacy and we comply with the Data Protection laws applicable to business in the UK. We do not disclose our customer's personal information to third parties. We do not send unsolicited e-mail's to our customers or potential customers. We only use the information we collect about you to process orders and to provide a more personalised shopping experience. We continually monitor web statistics including site usage and search engine patterns to help us develop the design and layout of our web site. This in no way affects our customer's privacy.

When you order from us or make an enquiry, we will require your name, address, e-mail address, phone number and other similar information to enable us to process your request, notify you of acceptance of orders and deliver the goods ordered.

We may, unless you tell us not to, pass this information to our couriers or other agents in case they need to contact you to arrange the processing or delivery of your order.

As part of our efforts to ensure that you are aware of the latest developments and offers, we would like to use this information to advise you of new products, special offers or changes to our site. If you would like to receive this information, please indicate your preference when placing your order. You may unsubscribe at any time - just click the "unsubscribe" link at the foot of any email newsletter that you receive from us.

Data collected by this site is used to:

  1. Take and fulfill customer orders
  2. Administer and enhance the site and service
  3. Only disclose information to third-parties for goods delivery purposes

We may also use the information we collect, occasionally, to tell you about our progress and changes to Better Mobility web sites.

If you would rather not receive this information, please indicate your wishes when submitting on-line forms or you may send an e-mail to sales@bettermobility.co.uk.


Cookies

Session ID

This web site sets "Session" cookies, essential for the operation of the web site which is used to 'remember' user specific information only during the time that a user is using the web site. Personally identifiable information is stored in the cookie only during the user session the cookie is deleted when you close your browser. This is a 'Category 1' cookie within European legislation.

Google Analytics

Google Analytics uses cookies to collect information about how visitors use our site. We use the information to compile reports and to help us improve the site. The cookies collect information in an anonymous form, including the number of visitors to the site, where visitors have come to the site from and the pages they visited. These are Category 2 cookies.

For more information on the use of Google cookies visit www.google.com/policies.

AddThis

We allow visitors to our website to bookmark and share content via a number of bookmarking and social media sites like Facebook, LinkedIn and Twitter through a service called AddThis. Visitors can choose to use this service and, when this is used, AddThis assign a cookie to the visitorsí web browser. These are Category 1 cookies.

For more details visit the AddThis support page at www.addthis.com/privacy.


 
Sunrise Medical Feature

£11,550.00 ex. VAT
Jive M2 Sedeo Ergo

Invacare Feature

£2,850.00 ex. VAT
Invacare Spectra XTR3

Our customers say...
  • "Better Mobility not only supply a wide range of useful, imaginative and diverse products they also deliver a first class level of customer care. They take the time to discover the customers needs and match this with the relevant product. This is done with the utmost care making sure that it is the customer who comes first. I personally cannot recommend their products or first class customer service highly enough."
    Heidi B
  • "My department has been provided with an exemplary service from Better Mobility for over three years. Their expertise, professionalism and experience is second to none and they willingly go 'that extra mile'."
    R.C. BSC (Hons), MSc, PGCE.
  • "So pleased that I chose Better Mobility to help me select my first wheelchair. Their friendly and knowledgeable staff advised me on which wheelchair was best for my needs, set it up to suit me and even, after a few days of my using it, finally adjusted it to perfection. Itís daunting choosing a wheelchair but Better Mobility staff took the time to make sure that I got the right one for me."
    Ian S.
  • "Better Mobility totally lives up to their name by not only providing you with the knowledge and equipment to move forward with life but also the confidence in knowing that they're only a phone call away if you need anything else."
    Nick G.
  • "I just wanted to give some feedback about our experience so far with your company.

    As you gathered this matter was one of some urgency, and we were so very grateful that you pulled out all the stops, and put a lot of effort into getting our patient his tilt in space wheelchair so promptly, boosting his chances of being accepted for rehab (the assesments today).

    Tom was exceptionally helpful and professional - making sure that everything that needed to be done was achieved quickly and efficiently. I've been in the NHS for a few decades now and I really value people who get things done , and who can be friendly and flexible at the same time.

    And then the delivery and professional assessment/adjustment: Annette (I hope that's right) was also very friendly and professional, a great communicator and importantly had a great deal of knowledge and expertise. The patient was understandably anxious -and she was able to put him at his ease, and confidently and competently get him in a very good position. His smile said it all. She was very informative, friendly and reassuring to the patient's family, (and not in the least bit fazed by being shut in the tiny bathroom with them while we hoisted him).The young man with her was also very helpful.

    I just wanted to say thank you,

    Best regards,"

    A.V. (OT)
  • ""My mother was delighted to receive her new wheelchair so quickly. Thank-you for arranging such a prompt delivery; ordered Monday pm, delivered Wednesday am.""
    L.Grant
  • "I am so happy I made a phone call to Better Mobility - it was the start of a journey to get a wheelchair that has made a huge difference to my life.
    I am so impressed with their knowledge, expertise, patience, understanding and above all their customer care. They have helped me find a chair that makes my life more comfortable in so many ways. The whole team has been attentive and polite, with the added bonus of canine cuddles!
    Not only does my husband appreciate my new wheels, but my 5 year old son thinks they are amazing and is already far too protective of them!
    Once again, thank you Better Mobility!"

    Naomi Masters
  • "Dear Sir....
    I am sure the overlay will help my wife to overcome her bedsores, she likes it! Thank you very much for your kind and prompt attention. Tom did all that I required and I would recommend you, any time, to anyone.
    Thanks again,"

    John Keen
  • "I just cannot praise Tom Alexander and Better Mobility enough. From the placing of my order [which I stupidly did wrongly] so I had to return the walker and when I received the replacement walker I was in heaven, it was just what I should have ordered in the first place! Thank you so very much for your brilliant service and care."
    Judith Bowyer
  • "Chair ordered online arrived exactly as planned.Thanks for excellent customer service and the personal touch!"
    J Hutton
  • "Needed new cover for a bathlift seat. Contacted Better Mobility and was really impressed with the service. Tom got back to me via e-mail within a very short time. Cover was ordered on Monday pm and arrived Tuesday am, couldn't have had better service. Brilliant, would recommend to anyone needing mobility aids."
    Linda Wright
  • "Jeanette and Lee Warner, who run Better Mobility, have been a pleasure to deal with right from the get go, to the present day. They went out of their way and organised a demo for an electric chair I was interested way back in 2011. As soon as I decided to go ahead with the purchase, they organised all the customization I required with my seating. The whole process was smooth and fast. I was very impressed. Much better than my previous experience with other mobility companies. I fully recommend Better Mobility, all the way from their friendly advice, purchase process and maintenance of your mobility equipment if anything does indeed go wrong with your equipment during your everyday use. Better Mobility have been able to fix my chair on multiple times, very quickly and have dealt with the insurance company for me too. A star service."
    D Jose
  • "Iíve had the privilege of working with Better Mobility as a Specialist Occupational Therapist dealing with clients who have neurological diagnoses both at a private hospital in London as well as an independent practitioner. The staff at Better Mobility are extremely helpful, accommodating (would definitely bend over backwards to get you what you want), friendly and approachable. It is a very professional team with extensive knowledge of seating and mobility equipment who is focused on continued development of their skills in order to best suit a clientís needs in line with the latest technological advances. Their approach to joint working with Occupational Therapists makes for a great team combining clinical posture and seating assessment skills of the OT with their expert knowledge of equipment. I would definitely recommend them."
    NT Independent Neuro OT
  • "Thank you so much, you are without doubt a true find. I broke down and was told without any one even looking at my Invacare Mirage, it is your batteries. Better Mobility were able to diagnose that it wasnít in fact the batteries and were able to fix the issue over the phone at no cost. Thank you so much, if you need integrity, reliability and honesty, Better Mobility should be your first port of call. I shall recommend you to all my disabled friends and pals. You made a 60 year man jump for joy, you made me SO HAPPY, my hard working wife thanks you from the bottom of her heart."
    Graham and Dianne
  • "Thank you for organising the frame! You are a legend!"
    C.R
  • "I have worked with Better Mobility for over 3 years as an occupational therapist in neurorehabiliton and I have always found them to be extremely helpful. I really value their extensive knowledge of products available and their helpful attitude makes them my first choice for wheelchair provision. The staff have a flexible and accommodating approach and have often gone the extra mile to help provide a patient with the product they need. I continue to work with them and would definitely recommend them to friends and colleagues. "
    Aisling
  • "The Wheelchair we bought from you was the best and most aesthetic chair we looked at and many people have commented on its quality and advanced features. I am very happy with it. It was a pleasure to do business with you."
    William Rae
  • ""I needed to purchase a new set of Round Betty Dino wheels for my wheelchair after years of battering finally got the better of my old pair, and rather than return automatically to my previous supplier, decided to search online to see if a better deal could be found. Supply in the UK was limited, but the best price I could find was from Better Mobility which was cheaper than my original supplier and I duly placed my order. This process was extremely straight forward and I was advised to allow 3 weeks for delivery as the wheels were constructed in USA and would obviously need to be shipped. The wheels actually arrived in two weeks and I was advised of their imminent arrival by email; a follow up mail was also received to check that I had received the items. Overall Better Mobility provided and excellent service, reasonable pricing, quick delivery and superb customer care and I will have no hesitation on going to them first for any mobility needs that I may have"."
    Matt Anderson
  • "Great working with Craig who has been brilliant with all my clients and the many varied complex requests"
    Regina Sing, Neuro Occupational Therapist
  • "Hi Craig

    Just wanted to say a big thank you for yesterday to you and Andrew for all your efforts to send me away happy. So far so good 👍. There are no creaks or cracks and it feels different and whizzes along very smoothly, so far.

    I hope to leave you alone now to enjoy Christmas and the New Year. Again thanks for the coffees, use of facilities and not making me feel a pain.

    Kind regards

    Lindsay"

    Lindsay Allen
  • "Hi,
    I have now had two wheelchairs from Better Mobility and I just want to say a big thank you to everyone and especially to Craig. Kind, patient, skilled, knowledgeable, always willing to answer questions and nothing is ever too much trouble. I have been helped and supported to find the right chair for me and my circumstances. Having the right wheelchair makes a massive difference to me and allows me get out and enjoy my life. I can't recommend Better Mobility highly enough, as a company they really care about their customers.
    Thanks Again
    Sarah "

    Sarah
  • "Yet again Better Mobility saves the day I have had my Invacare Mirage for about 8 years whilst searching for some one who may have a front caster tyre and came across some pictures of a Mirage folded so rang to ask and got all the answers 1,000,000 thanks"
    G.C.

Follow and Share

Follow:

Follow us on Twitter Visit our Facebook page See our Instagram images See our profile on Pinterest

Share: