Returns Policy

Cancellation

If you would like to cancel your order, please contact us as soon as possible on 02920868096. If your order has not yet been dispatched, we will do our best to cancel it immediately. As orders are often processed and dispatched very quickly, we may not always be able to cancel. If the order has already left our warehouse, our returns policy will apply.

Damaged Items on Delivery

If your order arrives damaged, please contact us immediately. We must be notified within 2 hours of delivery and we will require photographic evidence of the damage, including packaging where necessary. We are unable to accept claims for damage after this time as we must notify our delivery partners within their required timescales.

In-Store Returns

For purchases made in store, you may return your item within 7 days of purchase, provided it is returned unused, in its original packaging and in a resaleable condition. Proof of purchase will be required. Unfortunately, we cannot accept in-store returns after this period unless the item is faulty, damaged or incorrect in line with your statutory consumer rights.

Returning Online Products

If you are not completely satisfied with your purchase, you have the right to return your order within 14 calendar days of receiving the goods. After this time, we are unable to accept returns. To arrange a return you will need to notify us by telephone using the contact details below.

• The customer is responsible for returning the product(s) to South Wales Mobility. At our discretion, we may be able to arrange collection for you. If so, charges will apply and must be paid in advance. This includes larger items or kerbside deliveries.
• To receive a full refund, the product must be returned complete, unused, undamaged and in its original packaging.
• If items are not returned in their original condition, we reserve the right to charge for repair or replacement.
• You are welcome to open and inspect the product, however if items are installed, used or show signs of wear, only a partial refund may be issued to reflect loss of value (this may be up to 50% of the item value).
• If packaging is missing or unsuitable, we reserve the right to charge a £100.00 repackaging fee.
• We are unable to accept returns on product(s) that are made to order, specially adapted, or which cannot be resold for health or hygiene reasons (e.g. incontinence, bathroom, or toilet products). A refund may still be given if the product arrives faulty, damaged, or incorrect. Incontinence products can only be returned if the outer packaging has not been opened.
  
  
  

Refunds for Products Purchased Online

Once your return has been received and inspected, refunds are normally processed within 10 days and will be issued to the original payment method. Delivery charges are non-refundable.

How to Send a Parcel

Returned goods remain your responsibility until received by us. We strongly recommend using an insured courier service with tracking and a signature requirement. We recommend taking photos of the product in your possession prior to returning the item to the supplier. It is your responsibility to ensure goods are not damaged in transit.

Please follow the steps below:

1. Call us on 02920868096 to notify us of your decision to return.
2. Pack the item(s) carefully using the original packaging wherever possible.
3. Add a label with the following address:
   South Wales Mobility
   Unit S, Trecenydd Business Park, Caerphilly, CF83 2RZ
4. Send the package.
    

What About Defective or Faulty Items?

While we retain confidence in all our products, occasionally faults can occur. Your rights are as follows:

1. If a fault is confirmed within 30 days of delivery, you may return the product for a refund or exchange.
2. If a fault is confirmed after 30 days but within 6 months, we will offer repair or replacement.
3. If a fault occurs after 6 months and you can demonstrate that the defect was present at the time of delivery, the above still applies.
4. Manufacturers’ warranties apply in addition to your legal rights. Please check your product manual or contact customer services for further details.
5. The customer shall be responsible for returning the/ all product (s) to the supplier. South Wales Mobility can possibly at their discretion arrange transportation at an itemised cost which shall be payable by the customer in advance of collection, this includes larger items and kerbside delivery if the goods are found to be defective on return and inspection any postal costs will be refunded.

    

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