Return Policy & Warranty

Return Policy

At NearMeMobility, we are committed to delivering high-quality products and exceptional customer service. We understand that sometimes a product may not meet your expectations, which is why we offer a straightforward returns and warranty policy.

Returns Policy

If you are unsatisfied with your purchase, you may return it within 14 days of the original purchase date for a full refund, provided the item is:

- In unused, "as new" condition.

- Repackaged in its original packaging.

- Accompanied by the original receipt or proof of purchase.

For customers who purchased items over the phone or online, in compliance with Distance Selling Regulations, you are entitled to a 14-day "cooling-off" period from the date of delivery. To initiate a return, please contact us to notify us of your intention to return the item.

Return Process

- Returns can be made in-store or shipped to our designated return address.

- Return shipping costs are the responsibility of the customer.

- Items must be returned complete, undamaged, and in their original packaging. If the item is not in this condition, we reserve the right to offer a partial refund or no refund at all.

Exclusions

Due to hygiene and safety reasons, the following items are non-returnable:

- Upholstered items (e.g., chairs, beds).

- Mattresses and cushions.

- Incontinence products.

- Bathroom and toilet aids (e.g., commodes, raised toilet seats, shower stools).

Additionally, we cannot accept returns for items that have been specially made to order or altered to meet specific individual requirements.

This policy is provided in addition to your statutory rights. A copy of this policy is available upon request.

Warranty Coverage for Powered Products

When you purchase a powered product NEW from NearMeMobility, it comes with a 6-month manufacturer’s warranty included in the purchase price. This warranty covers:

Delivery and Setup

- Your product will be delivered and installed by a trained technician, following the manufacturer’s specifications.

- You will be offered a convenient delivery date and time window.

- A full demonstration will be provided if requested to ensure you are comfortable using your new product.

Warranty Services

- For rise and recline chairs or beds, the installation will be completed in your chosen room. (Removal of old furniture is available as a chargeable service and must be arranged before delivery.)

- You will receive a completed handover sheet, product manual, and a contact number for warranty claims.

- All packaging materials will be removed and recycled.

- You will be invited to complete a satisfaction survey to ensure your complete satisfaction.

Warranty Terms

- The first year includes labour and up to 3 callouts under the manufacturer’s warranty.

- Faulty or defective parts are covered as per the manufacturer’s terms and conditions.

- After the first 12 months, callout, labour, and parts fees will apply.

- If a fault is determined to be caused by user error rather than a manufacturing defect, callout, labour, and parts fees will apply.

Note: Warranty coverage and delivery policies may not apply to certain remote areas, including the UK’s islands and Scotland’s Highlands. Please contact us for further details.

Disclaimer

All products are purchased at the customer’s discretion. We do not provide medical or clinical advice. Our guidance is based on the functionality and suitability of products as described by you. If you are unsure about the suitability of a product for your needs, we recommend consulting a qualified Occupational Therapist before making your purchase.

Return Policy

All orders are processed within one to three business days, excluding weekends and public holidays. Delivery times vary depending on the destination and courier

availability, with most UK mainland orders arriving within *three to seven business days* after dispatch. Please note that delays caused by external factors—such as carrier disruptions, adverse weather conditions, or incorrect shipping details provided by the customer—are beyond our control and do not qualify for compensation or refunds.

Shipping costs are calculated at checkout based on the size and weight of the product. While we occasionally offer *free shipping promotions for qualifying orders*, additional fees may apply for deliveries to remote locations, including the Scottish Highlands, Northern Ireland, and offshore islands. Once an order is dispatched, we will provide tracking information via email. A signature is required upon delivery, and we strongly recommend inspecting the product for any visible damage before accepting the parcel. If the recipient is unavailable, the courier will follow their standard procedure for re-delivery or collection.

Returns & Refunds Policy

We accept returns within *14 days of delivery*, provided the item is unused, in its original packaging, and includes all accessories. Proof of purchase is required for all returns. Customers are responsible for arranging and covering the cost of return shipping unless the product is faulty, damaged, or incorrect due to an error on our part. In such cases, we will provide a prepaid return label or reimburse reasonable return costs upon verification.

Non-returnable items include *custom-made or specially ordered products*, as well as any mobility scooter or part that shows signs of use, modification, or damage not present at the time of delivery. Safety-sensitive components, such as batteries and fluids, are also exempt from returns due to legal restrictions.

Refunds are issued *only after the returned item has been received and inspected*. For returns due to a change of mind, the refund amount will exclude the original shipping costs and may be subject to a *restocking fee of 10-15%* to cover handling and repackaging. Refunds are processed within *five to ten business days* and credited to the original payment method unless store credit is requested. Please note that bank processing times may vary, and we cannot be held responsible for delays once the refund has been initiated.

Faulty or Damaged Goods

If you receive a defective or incorrect item, you must notify us within *48 hours of delivery*, providing photographic or video evidence of the issue. We reserve the right to inspect the product before approving a return. For verified manufacturing defects, we will cover all return shipping costs and provide a replacement, repair, or full refund at your discretion. Warranty claims are handled separately and are subject to the terms outlined in the product-specific warranty documentation.

Cancellation Policy

Orders may be cancelled free of charge within *24 hours of placement*. Cancellations requested after this window but before shipment may incur a *5% processing fee* to cover administrative and payment gateway costs. Once an order has been dispatched, our standard returns policy applies.