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Terms and Conditions of Sale
  Better Mobility › Terms and Conditions of Sale

Terms and Conditions

Terms and Conditions of Hire

Terms and Conditions of Sale

Making A Purchase

Placing an order or making an enquiry could not be easier - Simply 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 next to the product, or in some cases at the foot of the page. After you have finished making your selections, click "Checkout" and you will be asked for a few details that we need to be able to complete your order.

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.

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 dispatch your order within 24 working hours if your selected products are in stock. 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 them for you. You will always be emailed or called to ensure that you are kept up to date with the progress of your order, and/or offered alternatives where requested.

Our online shop only serves 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 specified when ordering. Assembly may be required, product dependent.

If you have any specific delivery instructions (for example, 'Boxes Only' or '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 stock becomes available.

Some custom-built or specialised items can take up to 8 - 10 weeks for delivery. We will always contact you regarding any custom orders and keep you updated as to the expected delivery date.

Delivery Charges

UK Mainland (excl. Northern Ireland)

Small/Light item delivery is charged at a flat rate of £8.00 + VAT (£9.60)
Medium/Heavier item delivery is charged at £25.95 + VAT (£31.14)
Large/Heavy item delivery is charged at £77.85 + VAT (£93.42)

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 is available from £95.00 + VAT (£114.00) subject to location

Should you require hand delivery of your order including setup and demonstration, please contact us at sales@bettermobility.co.uk and we will be happy to provide you with a quotation based on your delivery address and any other requirements.

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 VAT exemption during the checkout process. HM Revenue and Customs require us to keep on file a signed VAT exemption form that 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 to you by Better Mobility.

General warranty exclusions:
  • Parts which need adjustment, re-setting, replacement or repair due to abuse, fair wear and 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 the 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 the item 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 service 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, please return items in their original undamaged packaging. Otherwise the refund may not be issued.

If you would prefer, Better Mobility can arrange collection of the product for you, however there will be a charge for this that varies dependent 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 bespoke or personalised for you are excluded, e.g. rise and 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 or incontinence aids due to risk of 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
Unit 1, Asheridge Business Centre
Asheridge Road
Chesham
Buckinghamshire
HP5 2PT
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 are pleased with any purchase you have made or service you have received from Better Mobility Limited and that you will never have reason to complain - but if there is something you are 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 will try to sort out your complaint while you are on the phone. Where this isn't possible we will agree a course of action and advise you of a timeline.

Better Mobility Limited
Unit 1, Asheridge Business Centre
Asheridge Road
Chesham
Buckinghamshire
HP5 2PT

Tel: 0808 2959 909

Email: mail@bettermobility.co.uk

Better Mobility Limited are proud members of the BHTA and comply with the BHTA's 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 and further guidance here: http://bhta.com/how-to-complain. Alternatively, you can approach www.theretailombudsman.org.uk. They may charge you for using their service and Better Mobility will not take part in the process. You may also wish to visit the EU's online platform for dispute resolution at: ec.europa.eu/consumers/odr/

Better Mobility Ltd
t: 0808 2959 909  •  f: 01442 768 783  •  e: sales@bettermobility.co.uk
Unit 1, Asheridge Business Centre, Asheridge Road, Chesham, Buckinghamshire, HP5 2PT, United Kingdom

Webmaster: AnnWebCom
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