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Next day delivery, 7 days a week
Nationwide Showrooms
Rated ExcellentReturns Information
We've made our returns process as simple as possible
So if the product you ordered isn't quite making the difference you hoped it would, don't worry. See below for all the details on how to return.
Returns made (really) easy
Keep your packaging
It makes returning products much easier
Collection available
To return bigger or heavier products
30-day returns
For a full refund on unused products
Our Returns Policy
- Whether you ordered online or purchased in the showroom, our returns policy is the same - you have 30 days to notify us of your return and then a subsequent 14 days to physically return unused products still in their original packaging for a full refund.
- Returns must go to our warehouse. We can't accept returns at our showrooms.
- Please hang on to the packaging until you're sure you're happy with your product - returns are much easier if you've still got the boxes and bags it came in!
- If the product(s) are not returned in their original condition with all necessary packaging, we reserve the right to charge for repair or replacement of any product(s) or packaging.
- Unfortunately we cannot accept returns on product(s) that have been specially adapted to suit your requirements, or for products that can void Health & Safety regulations if used e.g. incontinence, bathroom or toilet products. A refund can only be given if the product(s) arrives faulty, damaged or incorrect. For incontinence products a refund can only be granted if you haven't opened the outer packaging/wrapping.
- Our returns policy in the event of the death of a family member can be found here
How to Return
All the paperwork you need will have been included with your product, but if it's gone missing you can download our Returns form here
Returns can be made either by post (arranged by yourself) or via our collection service. If your product(s) were delivered by standard or next day courier delivery and you need us to collect it for a return, you'll incur one of the charges detailed below.
Our simple 3 steps process
Contact us
Call or email us to let us know that you’d like to return your item(s). We’ll generate your Returns Number (RN) and email you a returns acknowledgement and delivery label.
Call us on
0333 015 5000
Attach the delivery label
Put the returns acknowledgement inside with the item(s) you’re returning, and attach the delivery label to the outside of the box.
Send your parcel, or wait for us to collect it
Once we’ve received your goods, your return will be processed within 14 days.
Please note: We ask that you retain photographic evidence of your product and its condition before returning it. This will prevent any delays with your return being processed if your item(s) incur damage during transit.
Need us to collect your return?
Small Item
Small items include products like daily living aids, accessories and walking sticks.
Collection fee: £3.95
Medium Item
Medium items include products like wheelchairs, walking aids (such as rollators) and bath lifts, which do not need dismantling for return.
Collection fee: £10.00
Large Item
Large items are those which were delivered by our two-man courier partner, such as mobility scooters and riser recliners, and those items delivered via our Home Installation service.
Collection fee: £50.00
Returning Made to Order Products
Some of our mobility aids, like specific adjustable beds and riser recliners, are made to order to your specifications. These cannot be returned for a refund unless the product arrives faulty, damaged or is incorrect. If your Made to Order item is damaged or faulty on arrival, or you receive an incorrect item, please get in touch so that we can begin processing your return. Cancellations or amendments cannot be made after the 48-hour cooling off period.