Should you wish to return an item we will be happy to exchange or refund it within 14 days. We reserve the right to refuse an exchange or refund if the item(s) are returned in a non-saleable condition or are damaged.

In all cases, the items returned must be in their original condition. All goods will be inspected on return and any item in unsuitable condition will be refused a refund or in the case of online orders sent back to you. In instances where goods are not returned in accordance with our Returns Policy or found to not be resalable, we may request that you pay for the shipping of such goods back to you.

Our Returns policy does not affect your statutory rights.

Gift receipts
If you are buying an item for another person we will be happy to provide you with a gift receipt – how? Simply ask the advisor at time of purchase that the item is a gift and they will issue you with a Gift receipt along with your normal receipt.

Without proof of purchase
You may exchange (for products only) at the current selling price. 

Online Order
Under the UK Distance Selling Regulations, you have up to 7 working days (from the day after you receive your goods) to cancel the order with us. However, AJ Mobility will be happy to exchange or refund your purchase within 14 days of delivery. Your refund will be credited to the original payment card.

Unwanted goods must be returned in a fully resalable condition and any tags must be intact. Extra care must be taken when trying on clothing, please ensure that you are not wearing any make-up, fragrance or deodorant that may leave a scent or mark. We reserve the right to refuse an exchange or refund if goods are not returned in a saleable condition or are damaged.

We will usually refund you what you paid for the goods but not the delivery charge except in cases where the order was cancelled under the UK Distance Selling Regulations or the entire order was faulty. For returns made outside the Distance Selling Regulations, we will refund the monetary value of the goods returned to us, at the price you purchased them however you will need to return the entire order at your cost.

Please note: the goods are your responsibility until they reach our warehouse. For your protection, we recommend you use a postal service that insures you for the value of the goods you are returning as we will take no responsibility for any loss or damage before it reaches us.

Exclusions
Please note: Your right to cancel your order does not extend to Special Order products which have been made to your specification. For reasons of hygiene and cross infection, our returns policy does not extend to the following products:

• Wheelchair cushions, if packaging has been opened
• Custom, bespoke ordered products that have been made to measure
• Urinals, commodes and bed pans
• Incontinence products, if packaging has been opened
• Riser Recline Chairs
• Mattresses & pillows,  if packaging has been opened
• Underwear & related items,  if packaging has been opened

Cancellation charges

We reserve the right to charge for any delivery costs associated with an item and charge up to a 15% restocking cost for ANY returned items.

Refunds
Refunds will normally be processed within 7 working days of receipt of the returned item. Depending upon your credit or debit card provider, your card should be credited 3 – 5 days after the refund has been processed.

How to return items to us
Please email our Sales team at sales@ajmobility.co.uk or call on 01323 444861 if you wish to return items. You can return any standard items bought online to our showrooms. Simply take the despatch note and the product you wish to return or exchange to our showroom and tell a member of staff that you bought it online. Please note that we cannot refund or exchange items without the despatch note. It can take up to 7 days for us to receive your return, depending on which postal service you use.