Returns Information

I-Mobility UK, are confident that customers will receive the best products, service and first-class delivery/assembly of products, therefore, minimising the requirement to return products. In the unlikely event that your products does not meet the standards you expected, or the product is faulty, please see below how to return your product.

Customers have 14 days, starting from the day the item is received to initiate a return if they have simply changed there mind. Details of this can be found in the section headed ‘Arranging to Return your Item’ below.

If you have received your item and it is faulty, please email sales@imobilityuk.co.uk quoting your order number the name of the item and contact details for yourself and a member of the team will get back to you within 2 working days.

Fees for Cancelling or Returning an Order?

Under the Consumer Contracts Regulations, we will only charge a restocking fee under any of the following circumstances:

A) Mobility equipment such as scooters, powerchairs, beds and chairs that are ordered by mistake.

B) Products deemed ‘not suitable/not fit for purpose’ if you did not contact us for guidance on suitability prior to your purchase and the product(s) did not match it’s description given on our website in specification and functionality.

C) Products returned damaged or incomplete (up to 100% of the value, but we only deduct the parts and labour needed to repair the item and the drop in re-sale value)

D) Items that arrive too large for your premises, where you did not measure your property for access and maneuverability and compare it with the specification for the product given on the detail page or call us to check first.

We are extremely dedicated to customer satisfaction, and only apply re-stocking fees when absolutely necessary and always proportionate to the costs involved with re-selling the item (return costs, repair/inspection/cleaning, drop in resale value).

Arranging to Return your Item

The easiest way to arrange your return is by email. Simply send an email to sales@imobilityuk.co.uk and quote your order number, return reason, and contact details and we will come back to you within 2 working days to discuss your options.

Shipping cost for the return must be covered by the customer and will not be reimbursed. We are not responsible for any missing or delayed returns not received by our return centre. In this case please contact the courier.

We’re happy for you to unpack the item and inspect it properly. However, if you’ve used or installed it, we will only make a partial refund to cover the loss in value of the product. This could be up to 50% of the price of the item.

If you wish to arrange for your own collection or post the item back yourself via the post office etc. Please ensure the product is unused and in it’s original packaging containing a piece of paper clearly stating your order number, name & Address and reason for return. Once we have received your product and it has been checked, you will be contacted about your refund within 14 days. If on return of the goods, whether by post, self-delivery or courier, we find that necessary packaging is missing then we reserve the right to charge an £80 fee to repackage the product(s).

Where goods need to be dismantled to enable the return, we can arrange to send a mobility technician to collect the product from you at a convenient time.If this service is needed, please notify us by phone or in writing within 14 days of the product being delivered. By ordering this service you agree to pay a cost of £80 (confirmed beforehand) as an engineer service fee.

The address to send returns back to is

iMobility UK LTD

14 Cheviot View,

Whitley Bay

Tyne & Wear

NE26 2BE

Postage Refunds on Cancelled Orders

Under the CCR (Consumer Contracts Regulations), we are obligated to refund the base postage cost of every order.

We include free standard delivery on all items, and as such this charge is already included in all refunds that are given. In compliance with CCR, upgraded postage options such as next-day delivery and engineer home delivery are non-refundable.

Non-Returnable Items

Some items are not returnable – These include:
Cushions (once opened)

Mattresses (once opened)

Bathing & toileting items (such as bath lifters)

Customised items such as made to measure powerchairs and rise & recline chairs/suites.

Note: Warranty cover and delivery policies exclude the United Kingdom’s islands and Scotland’s Highlands, contact us for further details.