Returns & Refunds Policy

We want all our customers to feel confident when purchasing from us. This Returns & Refunds Policy explains your rights to cancel, return, or request a refund, and how these apply to the different types of products we supply.

This policy is written in line with the UK Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Nothing in this policy affects your statutory rights.

General Rights Under UK Law
Under the Consumer Rights Act 2015, you have the right to goods that are:

• Of satisfactory quality,
• Fit for purpose, and
• As described.

If your product is faulty, you have the right to reject it within 30 days of receipt and receive a full refund. After 30 days, you may be entitled to a repair, replacement, or partial refund depending on the circumstances.

Certain goods we sell are custom-made or bespoke. In these cases, your right to cancel may be limited once production has begun, in accordance with the Consumer Contracts Regulations 2013.

Product Specific Returns Policies

Stairlifts

Straight Stairlifts – Reconditioned

• If you cancel within 48 hours before installation, and no track has been cut or preparatory work has been carried out at your property, you will receive a full refund.
• If work has already been carried out (such as track cutting or property adjustments), we reserve the right to deduct reasonable costs from your refund.

Straight Stairlifts – New

• New straight stairlifts are custom-manufactured. Once your order is placed, the track is cut to your staircase measurements and the lift manufactured for you.
• For this reason, deposits are non-refundable once manufacturing has begun.

Curved Stairlifts – Reconditioned

• Curved stairlift tracks are bespoke and manufactured to your staircase.
• A non-refundable deposit is required before ordering.
• If you cancel after installation, we reserve the right to charge for:
  • The deposit,
  • Fitting, removal, and transport costs.

Curved Stairlifts – New

• A non-refundable deposit is required, as the track and carriage are custom-built and specially ordered.
• If cancelled, we may also apply a restocking fee to cover additional supplier costs.

Profiling Beds

• Profiling beds are made to order.
• Once production has begun, deposits may become non-refundable.
• If you cancel after delivery, we may charge for collection, transport, and any unrecoverable manufacturing costs.

Made-to-Measure High Chairs

• High chairs are custom-built to your individual measurements.
• Once manufacturing has begun, we reserve the right to charge for any costs already incurred.
• Deposits may therefore be non-refundable once production is underway.
• If cancelled after completion, further costs (e.g. collection, transport) may also be deducted.

Riser Recliner Chairs

• Returns are accepted only if the product is faulty.
• You must notify us within 14 days of purchase.
• Refunds or replacements will be processed once the item has been inspected and the fault confirmed.

Personal Care Items (Including Bathroom & Toilet Aids)

• For hygiene and safety reasons, we cannot accept returns of these items once opened, used, or removed from packaging.
• This is in line with the Consumer Contracts Regulations 2013, Schedule 2(28)(e), which excludes returns for hygiene-sensitive goods.
• Please ensure suitability before opening packaging.

How to Request a Return or Refund

If you wish to request a return, cancellation, or refund:

1. Contact our Customer Service team in writing (email or post) with:
   • Your name and order number,
   • The product details,
   • The reason for the return/cancellation.
2. We will confirm whether your request falls under our policy or statutory rights.
3. If eligible, we will arrange collection or advise how to return the item.
4. Refunds (where due) will be processed to your original payment method within 14 days of receiving the returned goods, or within 14 days of cancellation if no goods need to be returned.

Final Note

This policy ensures fairness and transparency while protecting both our customers and our business when supplying bespoke and specialist products.