Refund & Returns Policy

Last updated: September 2026

At Mobility Plus Wheelchairs UK, we want you to be completely satisfied with your purchase. If you need to return an item or request a refund, we aim to make the process as straightforward as possible while protecting your rights under UK consumer law.

1. Your Right to Cancel

If you purchase a product from us online, by telephone or through another distance-selling method, you generally have the right to cancel your order within 14 days of receiving your goods, without having to give a reason.

After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.

To exercise your cancellation right, please contact (info@mobilitypluswheelchairs.uk) our customer support team with your order number and details of the product you wish to return.

2. Condition of Returned Items

When returning an item because you have changed your mind, the product should be returned safely and, where possible, in its original packaging with all accessories, manuals and included parts.

You may handle and inspect the product as you would reasonably be able to in a shop. However, if the item has been used or handled beyond what is necessary to establish its nature, characteristics and functionality, we may be entitled to make a deduction from the refund to reflect any reduction in value.

For mobility equipment, customers should take particular care not to damage, modify or unnecessarily use the wheelchair before deciding to return it.

3. Faulty, Damaged or Incorrect Items

If your wheelchair arrives faulty, damaged, not as described or does not perform as it should, please contact us as soon as possible.

Depending on the circumstances and your legal rights, we may arrange a repair, replacement, refund or other appropriate remedy. UK consumer law provides specific protections for faulty goods, and these rights cannot be removed by our returns policy.

If your item arrives damaged, please contact us promptly and provide photographs where possible so that we can investigate and arrange the appropriate solution.

4. Refunds

Once we have received and assessed a returned product, we will process any refund due to you without undue delay.

For cancellations covered by the applicable distance-selling rules, refunds are generally made within 14 days of receiving the returned goods, subject to the applicable legal requirements. Where you are entitled to a refund of delivery costs, we will refund the cost of standard delivery.

Refunds will normally be made using the original payment method.

5. Return Delivery Costs

If you are returning an item because you have simply changed your mind, you may normally be responsible for the direct cost of returning the goods, unless we have agreed otherwise or applicable law requires us to cover the cost.

If the product is faulty, damaged, incorrect or otherwise does not conform to the contract, we will work with you to arrange an appropriate return solution in accordance with your statutory rights.

6. Products That Cannot Be Returned

Certain products may have different cancellation or return arrangements where permitted by law, including bespoke, personalised or specially configured products made specifically to a customer’s requirements.

Where an exception applies, we will make this clear before you place your order.

Nothing in this policy affects your statutory rights.

7. Exchanges

If you would prefer to exchange an item rather than receive a refund, please contact our customer support team. Exchanges are subject to product availability and the circumstances of the return.

8. How to Request a Return

To request a return or refund, please contact:

Mobility Plus Wheelchairs UK
Email: [info@mobilitypluswheelchairs.uk]
Telephone: [+447451273309]

Please include:

• Your name
• Order number
• Product name
• Reason for the return, where applicable
• Your preferred resolution (refund, replacement or exchange)

Our team will explain the next steps and provide return instructions where required.

9. Your Statutory Rights

This policy does not affect your legal rights under UK consumer protection legislation. If a product is faulty, not as described or does not meet the required legal standards, you may have additional rights to a repair, replacement, refund or price reduction depending on the circumstances.

We are committed to treating every customer fairly and resolving returns and complaints as quickly and reasonably as possible.