If you have a faulty item, then firstly, we're sorry that something has gone wrong. Please read this warranty page to see how to work with us to resolve the issue. If you are looking to return an undamaged item within 14 days of delivery, then pleaseclick for our returns page.
If an item is faulty, please work with us as we will need to establish proof of purchase and to ascertain whether an item is faulty or whether it has failed due to misuse.
Ex-Hire goods should be inspected on delivery and any problems reported to our office immediately. The warranty period of ex-hire products is 1 month.
Please Note: Any known defaults will be documented as part of the ex-hire product description. A consumer cannot claim for defects that are brought to their attention before the sale.
Each NEW product comes with a manufacturer warranty. The information below serves as a general warranty policy for Mobility Equipment Sales Direct in line with the Consumer Rights Act 2013. In summary:
Up to 14days: After receiving your goods, in most cases, you can change your mind and get a full refund.
Up to 30 days: If your goods are faulty, you can get a refund.
Up to 6 months: If it can’t be repaired or replaced, then you're entitled to a full refund in most cases.
Up to 6 years: If the goods do not last a reasonable length of time you may be entitled to some money back. After six months, the onus is on the customer to "prove" that the product is faulty. In any case, if we cannot agree on the cause of the fault, we may wish to obtain a second opinion - for example, from the manufacturer or an independent expert. Where an independent expert is to be used we will seek to agree to this in writing with the customer.
- A consumer cannot claim for defects that are brought to their attention before the sale, or if the consumer examines the goods before purchase and any defects should have been obvious.
- A consumer cannot claim for damage they cause or if they simply change their mind about wanting the goods.
- Neither can a consumer claim if they chose the product for a purpose that is neither obvious nor made known to Mobility Equipment Sales Direct and they then find that the item is simply unsuitable for that purpose. For example, if a consumer buys a stand aid and breaks it attempting to use it as a hoist, they cannot make a claim unless the trader told him it would be suitable for using as a hoist.
- A consumer has no rights to claim for faults that appear as a result of fair wear and tear.