Refund policy
At Mobility Confidence, we aim to ensure that you are completely satisfied with your purchase. However, if for any reason you're not, we're here to help. Please review our refund and return policy below.
Order confirmation
Before we process your order, one of our expert advisors will call you to ask a few questions to make sure you have ordered the right product for your needs. This will give you confidence that you have ordered the right mobility solution for you. This will reduce the need for any returns or exchange and time without your new mobility solution.
Returns
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, the following conditions must be met:
- The item must be unused and in the same condition that you received it.
- It should be in the original packaging.
- A receipt or proof of purchase is required to complete the return.
If you find that you wish to return an unused item after the 14 day period provided by the distance selling regulations, please contact us with the details. We will assess each request sympathetically on an individual basis. After 14 days we may accept the return of an unused product and offer a partial refund, minus the cost the engineer delivery (if used) and re-stocking the item. The maximum period for this to be considered is 28 days.
How to initiate a return
To start a return, please contact us at support@mobilityconfidence.co.uk. Once we approve your request, we will provide instructions on how and where to send your item. Please do not return your product without prior approval, as this may delay the process.
Return shipping
You will be responsible for paying for your own shipping costs when returning your purchased item/s.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not via email. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund to. If more than 15 business days have passed since we’ve approved your return, please contact us at support@mobilityconfidence.co.uk.
Please note the following:
- Engineer shipping costs: If you opted for this delivery option the cost is non-refundable as the the service was provided by a third party freight company.
- Packaging: If the original packaging is unavailable, it is the customers responsibility to ensure the product is suitably packed for its safe return.
Damaged or faulty items
If you receive a product that is damaged, faulty, or incorrect, please notify us within 24 hours of receiving the item. This the notice period accepted by our freight companies and manufacturers.
To notify us, please email support@mobilityconfidence.co.uk with a description of the issue and include photo/s. We will work to resolve the issue, whether through replacement, repair, or refund.
Cancellations
You can cancel your order before it has been shipped by contacting our team at support@mobilityconfidence.co.uk. Once the order has been dispatched, you will need to follow the standard return process.
Get in touch
If you have any questions regarding returns or refunds, please don’t hesitate to reach out to us. You can contact our customer service team at support@mobilityconfidence.co.uk or call 020 8064 3550. We're here to ensure that you have a positive experience shopping with us.