Returns

We know sometimes a product is not always the right product for you and so if you need to return any item/s please following the instructions below.

Returns Form

Click here for Our Returns form

Please complete the returns form and email to info@relief-mobility.co.uk.

We will review the information and allocate a Returns number. We will email you with a returns confirmation, please print this and include in the packaged item when returning.

Alternatively Call us on 01236 767759 where we can complete the returns form with you over the phone and email you a returns confirmation, please print this and include in the packaged item when returning.

Pack & Label

Please try and return your items in the original packaging and please include the returns confirmation in with your items.

Return

Please return your item/s using one of the 3 ways below.

Courier

We suggest returning using a tracked delivery service.

Drop off return

If you are local to us and are able, returns can be dropped off to us in store. Please ensure you have followed the above process before arranging a drop off as a returns confirmation will still be needed.

Collection

If you are local to us we may be able to arrange a collection of your return. Please ensure you have followed the above process before arranging a collection as a returns confirmation will still be needed.

There may be a charge for this service, the amount for this will be stated on your returns confirmation and will be deducted from the final refunded amount.

Once we have received your item/s and it is in good working order you will receive a refund within 7 working days.

Relief Mobility Solutions Returns Policy

Cancellation

If you wish to cancel your order before we’ve dispatched it, please call 01236 767759 to request cancellation. Please note that once we have dispatched an item/s the order cannot be cancelled and the below Returns Policy process comes into effect.

We hope that you enjoy the purchases you make from Relief Mobility Solutions. However, if you wish to return an item/s, where you have changed your mind or require an exchange, you may do so in accordance with your statutory rights or in accordance with this Returns Policy.

How to Return an item

For hygiene reasons, we will not accept any returns on goods classed as a single use item, or items such as washable pads & underwear.

We are unable to accept any returns on goods that were specially ordered, bespoke or made to measure products.

As an alternative to the return options provided by your statutory rights, customers may return items purchased from Relief Mobility Solutions under this Returns Policy in accordance with the following terms:

1. Returns made under this Returns Policy must be made within 14 days of purchase, in the case of items purchased in-person via our store , or within 14 days of delivery of items purchased remotely via our website.
2. Items to be returned must be returned in the same condition as received, unused and in the original packaging. A refund will not be made if you modify the item, damage the item or change the items appearance in any way.
3. To start the returns process you should click on the link above or email info@relief-mobility.co.uk to request a Returns Form. Please complete as fully as possible and return by email. Once this has been received by us we will review the form and provide a Returns number. The form will then be emailed back to you and must be printed and included within the package when returned. Parcels received without a returns form and Return number will not be processed.

Entitlement to a Refund

When a return is made following the requirements and procedures set out in this Returns Policy, a customer is entitled to a full refund of the price you paid for the item/s:

1. Taking into account any discounts that were applied at the time of purchase.
2. Exclusive of any shipping costs paid.

Processing Returns

Once we have received an item/s you wish to return:

1. We will check the item/s you have returned within, where possible, 14 days. We may be able to check items returned in-store immediately.
2. If we confirm that the item/s and your returns procedure comply with the requirements set out in this Returns Policy:
3. We let you know that your return has been received and accepted.
4. You will receive a refund via your original payment method, usually within 14 days of a return being accepted. Or, if an exchange is available and agreed to instead, your new item/s will be given to you or delivered to you within our usual delivery time frames.
5. If the item/s returned or your return procedure does not comply with the requirements set out in this Returns Policy:
6. We will let you know why your return has not been accepted.
7. We may offer a reduced refund (e.g. if any item is returned damaged or used in any way that decreases the value of the item or if it cannot be resold).
8. You will have the option to take the item back (note that you may be required to pay for shipping if necessary).

Exchanges

If you wish to exchange an item/s purchased for another item/s (e.g. the same product in a different size or colour), you should return the purchased item/s as usual (i.e. as set out above) and, during the returns process, indicate your wish to exchange your item/s for a new item/s and specify exactly which item/s you wish to exchange for. Then:

1. If the requested exchange is possible, we will send or give the new item/s to you once the item/s being returned has been received.
2. If the requested exchange is not possible, because the requested item/s is not in stock, we will inform you of this and provide a refund instead. You may choose to purchase an alternative item/s from us by starting a new purchase.
3. If the requested exchange is not possible, because the requested item/s has a different price, we will inform you of this and ask for additional payment to be made before the new item/s is dispatched or collected (note that you may be required to pay for shipping if necessary).

A customer’s Statutory Rights

The returns process provided under this Returns Policy is provided in addition to customers statutory rights and this Return Policy does not diminish these statutory rights in any way – it simply provides our customers with an additional returns option.

A customer has a statutory right to a refund in certain circumstances. For example, you may have a right to a refund if a product is not of statutory quality or not fit for purpose.  Or, if you’re a consumer, you may have a right to simply change your mind and cancel your order on certain circumstances (i.e. your cancellation rights).

Exactly which rights apply to your situation will depend on the circumstances of your purchase. For example, whether you purchased as a consumer or a business; whether you purchased online or in-store; and whether you purchased digital content or other item/s. For more information on your rights in relation to your purchase:

1. See the Terms & Conditions that cover your purchase. You will have been shown or given these during the purchase process. Alternatively, find our Terms & Conditions online here.
2. You can contact us at info@relief-mobility.co.uk to request a copy of the relevant Terms & Conditions, to ask which of our Terms & conditions are applicable to your purchase, or request more information about your rights.

Damaged and Faulty Items

Upon the unlikely event that your item/s is damaged on receipt we request you contact the office immediately. Photos or videos may be requested where possible to identify the fault.

Goods should be checked that they are in good condition prior to signing the courier’s handheld or delivery paperwork, goods which are identified as damaged should be signed for as ’Received and Damaged’ and reported to us within 48 hours.

If your item/s are damaged or faulty from non-delivery reasons please follow the returns policy process above.

Manufacturing Warranty

You may have additional manufacturer’s warranty with some products giving you additional rights and you should check these carefully.

General Information

When returning item/s please ensure the weight and dimensions are entered correctly as we do not accept any responsibility for any charges incurred in the result of incorrect information given. Please use an insured tracking service as we accept no responsibility for lost or damaged goods.