Returns Policy

Should you wish to return anything purchased from our online shop, we will be happy to offer an exchange or a refund, provided it is returned to us within 30 days of receipt, and in a fully sellable condition. 'Sellable' means in new condition and in the product's original, undamaged packaging. 

If the product is not returned to us in this manner, we regret that we may not be able to offer you a full refund. Please note that this policy does not affect any statutory rights you may have.

There are exceptions to the standard Returns/Refunds policies, with certain items being excluded as follows:

  • Products made or customised specifically for you.
  • Items which cannot be resold for hygiene reasons, e.g. toileting or incontinence products unless they are faulty, damaged or incorrect upon receipt.

Where a product is faulty, damaged or incorrect, our product guarantee will refund both the original delivery charge and the reasonable cost to you of returning the product. If the return costs are more than £10.00 you must get authorisation from our team before returning the item. If you changed your mind and the product is simply unwanted, you will bear the cost of returning the product to us.  

Please complete our online returns form prior to sending the goods back. You will be given a returns number to attach to the returning package.

You are responsible for any returned goods until they reach our warehouse. Click here for information on how you can return your unwanted item.

None of these terms or conditions affects your statutory legal rights.

Aids 4 Mobility uses Royal Mail, Parcel Force, DPD, Hermes, TNT and UPS. We have chosen these couriers based on their reliability and cost-effective delivery solutions. This helps us to keep your order costs as low as possible.

There is FREE DELIVERY* on all orders over £30.00 excluding VAT to all UK mainland addresses and for most non-mainland UK addresses.

Orders up to £30.00 excluding VAT are only £3.95 P and P

If you are looking to have orders delivered outside the UK mainland, please contact us for a quotation. We will do our best to keep the delivery costs as low as we can.

More information

Please note: VAT is removed in the checkout process

In the UK, disabled people do not have to pay VAT when buying certain disability aids and services (This can be claimed by friend or family member purchasing on their behalf). Not everything supplied to disabled people is necessarily zero-rated for VAT. Goods and services on which you do not have to pay VAT are usually known as 'zero-rated' or 'eligible for VAT relief.

Who is eligible for VAT relief?

You must be 'chronically sick or disabled' to qualify for VAT relief. The HMRC comment on this is as follows. A person is 'chronically sick or disabled' if they either:

VAT Relief on our Disability Aids

All products on the Aids for Mobility website are flagged with an option to claim VAT relief during Checkout if it applies to that item. When you add a zero-rated product or service to your Basket, you will be asked to tick a checkbox to confirm that you, or the person for whom you are buying the item, are eligible for VAT Relief.

How VAT relief works

If you are claiming VAT Relief you will be asked to complete an extra few questions during Checkout, where we will ask you to provide brief details of your disability and confirmation that the product is for 'personal or domestic use'. We will keep a record of this declaration along with your order details. You can then buy the product(s) in your Basket at a price that excludes VAT. You will be asked to make this declaration each time you place an order that includes zero-rated products. It is a legal requirement that we record this information for every order, and we apologise for the inconvenience.

More information from HMRC

You can find out more about VAT Relief for disabled people on the HM Revenue and Customs website. If you cannot find the answer to your questions there or would prefer to speak to an adviser, you can call their Helpline on 0845 302 02 03.

The helpline is open from 8.00 am to 5.00 pm, Monday to Friday. (Closed weekends and bank holidays).