Terms and Conditions

Terms and Conditions of Hire

• Hire Terms & Conditions for Private Individuals
• Hire Terms & Conditions for Businesses and other Organisations

Terms and Conditions of Sale

Making A Purchase

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.

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

England, Wales, Isle of Wight

Up to 1.99kg: £8
2kg to 4.99kg: £10
5kg to 20kg: £15

Scotland, including Highlands and Islands, Isle of Man, Guernsey, Scilly Isles, any other islands around England / Wales

Up to 20kg: £26

Max Weight

If the order totals over 20kg, we will contact you once your order has been placed to confirm your delivery costs.

Items with Fixed Shipping Costs

Some items have a fixed delivery charge. If a fixed charge is applied, the weight of these items is not used to calculate the overall shipping charge of an order.

Postage Insurance

Order value under £75: No added cost
Order value £75 to £999.99: Add £5
Order value £1000 to £1999.99: Add £10
Order value £2000 to £2999.99: Add £15
Order value £3000 to £3999.99: Add £20
Order value £4000 to £4999.99: Add £25
Order value £5000 to £5999.99: Add £30
Order value £6000 to £6999.99: Add £35
Order value £7000 to £7999.99: Add £40
Order value £8000 to £8999.99: Add £45
Order value £9000 to £9999.99: Add £50
Order value £10,000 and over: we will contact you once your order has been placed to confirm your delivery costs.

VAT is applicable to all delivery and insurance charges.

Hand Delivery Charges (subject to location)

The minimum cost of Hand Delivery is £95 + VAT (£114).

The final cost depends on your location and the nature of the products being delivered. We will contact you to confirm the delivery date and the final cost of delivery.

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.

Anywhere Else

Price Dependent on Location. We will contact you to confirm the delivery date and the final cost of delivery.

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.

VAT is applicable to all delivery and insurance charges.

Bank Charges

All bank charges are the responsibility of the is the client / purchaser.

Any payments made to us using a non-UK account or account that charges fees to process payments is at the discretion of the client. If a refund is required for any reason to an account that charges such fees, then Better Mobility is not responsible for this and the fee(s) will be deducted from the refund given. At the discretion of Better Mobility, an alternative payment method may be able to be advised to avoid such fees however Better Mobility reserve the right to refund to the original payment details minus the fees.

Credit Card Security

Online 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 can take credit card payments over the phone, BACS payments, and cleared cheques prior to shipment.

Guarantee/Warranty

Unless otherwise stated, all items sold by Better Mobility carry a 12 month manufacturer’s warranty which covers free of charge repair if a defect or manufacturing fault is diagnosed and confirmed. The repair of any faults determined to be due to user error, damage or negligence will be chargeable.

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, negligence or accident for which we cannot be deemed responsible.

In the case of defect or fault

Contact us for diagnosis, and repair of the product. You are responsible for returning the product to ourselves for warranty repair if it was purchased in store. If you paid for hand delivery when making your purchase, we will collect your product for warranty repairs and return it to you free of charge. In the case that the fault is deemed to not be a manufacturing defect, but rather attributable to accidental damage, misuse, negligence or failing to follow the manufacturer’s instructions for use, care and maintenance, then a call out charge and return fee will be chargeable, as well as the applicable parts and labour costs to rectify the issue. All costs will be quoted to you before any work is done.

Returns Policy - Online and Distance Purchases

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, please return items in their original undamaged packaging. Otherwise the refund may not be issued.

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, powered and manual 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
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

Returns Policy - In Store Sales

If you wish to return an item purchased in store, you have 7 days in which to do so. In most cases, (such as if an item was ordered in for you to purchase), the return will be subject to a 25% restock fee. It is the customers responsibility to return the goods at their expense. The returned goods must be in/with all the original packaging, be clean and unused.

If the return is due to missing or faulty parts then we will repair, replace or refund, please notify us of this as soon as you notice the fault.

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

Should you feel your complaint has not been handled satisfactorily you can approach www.disputeresolutionombudsman.org/. They may charge you for using their service and Better Mobility will not take part in the process.