Sheffield Mobility Solutions Ltd

Terms & Conditions of Sale, Repairs, Returns, Warranty & Care Packages

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1. Who We Are

Sheffield Mobility Solutions Ltd (“we”, “us”, “our”)
Address: 96 Bradfield Road, Hillsborough, Sheffield, S6 2BZ
Email: shop@sheffieldmobility.co.uk
Telephone: 0114 231 5131 (calls may be recorded for training and monitoring)

These Terms & Conditions apply to all purchases of goods, rentals, repairs, servicing, care packages, and related services provided by us, whether in-store, online, or via a home demonstration or home visit.

2. Definitions

• Standard Product: A product that has not been customised and can reasonably be resold.

• Bespoke / Made-to-Order Product: goods that are clearly personalised or made to the customer’s specifications and cannot reasonably be resold.

• Home Demonstration / Door-to-Door Sale: A sale agreed at your home following a demonstration.

• Services: Repairs, servicing, diagnostics, maintenance, and related work carried out by us.

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PART A – SALE OF GOODS

3. Placing an Order & Deposits

When you place an order, a legally binding contract is formed.

• Deposits may be required, particularly for bespoke or made-to-order goods.

• Deposits form part of the purchase price.

• Where goods are bespoke and cannot reasonably be resold, deposits may be retained to reflect genuine costs incurred. This will be clearly explained before payment is taken.

4. Quality & Legal Rights

All goods supplied by us are of satisfactory quality, fit for purpose, and as described, in line with the Consumer Rights Act 2015.

Nothing in these Terms limits or excludes your statutory rights.

5. Returns, Cancellations & Refunds (Goods)

5.1 In-Store Purchases

• Returns for non-faulty goods bought in store are accepted at our discretion.

• If agreed, items must be unused, undamaged, and in original packaging where reasonably practicable.

• This does not affect your statutory rights for faulty or mis-described goods.

5.2 Online & Distance Sales

Eligible online or distance purchases are subject to statutory cancellation rights, as set out below.

5.3 Home Demonstration / Door-to-Door Sales – 14-Day Cooling-Off Period

If you purchase a standard (non-bespoke) product during a home demonstration, you have the right to cancel within 14 days from the day after delivery.

To cancel:

• Notify us in writing (email is sufficient) within the 14-day period.

• Goods must be returned within 14 days of cancellation.

Return costs:

• You are responsible for return costs unless we agree otherwise or failed to inform you of this obligation before purchase.

• If goods cannot reasonably be returned by post, we will arrange a collection.

Refunds:

• Refunds will be issued within 14 days of receiving the returned goods.

• Refunds will be made using the same payment method used for the original transaction unless otherwise agreed.

• We do not charge restocking or administration fees.

• Reasonable deductions may be made only if the item’s value is reduced by handling beyond inspection, such as missing packaging or outside use.

• Where you selected a premium delivery option, we will refund the cost of standard delivery only.

5.4 Bespoke / Made-to-Order Goods

The statutory 14-day cancellation right does not apply to bespoke or made-to-order items.

You will be informed before purchase if an item is bespoke and not eligible for cancellation.

5.5 Faulty or Damaged Goods

Where goods are faulty, damaged, or not as described, your statutory rights apply. We may offer a repair, replacement, or refund depending on the circumstances.

5.6 Hygiene & Personal Use Products

Due to health, safety, and infection-control considerations, certain products we sell are classed as hygiene-sensitive or personal use items.

These include, but are not limited to:

• Bathing aids

• Toileting aids

• Beds and mattresses

• Rise & recline armchairs

• Any product intended for intimate or personal use

Returns & Cancellation Rights

• Where a hygiene or personal use product is supplied sealed, the statutory right to cancel under distance or home demonstration sales ends once the seal has been broken.

• Where such items are unsealed, used, assembled, installed, or brought into contact with the body, they cannot be returned or refunded for hygiene reasons, unless they are faulty or not as described.

• This applies regardless of whether the product has been used briefly or appears to be in “as new” condition.

Inspection

• You may inspect hygiene products only to the extent reasonably necessary to check their nature, characteristics, and size.

• Use beyond what would be permitted in a retail environment may result in loss of the right to cancel.

Faulty or Mis-Described Goods

• If a hygiene product is faulty, damaged, or not as described, we will offer a repair, replacement, or refund in line with the Consumer Rights Act 2015.

6. Delivery & Collection

• Free local delivery and setup may be offered on selected powered products and will be confirmed before purchase.

• National delivery charges vary by size and weight.

• Free in-store collection is available; assembly can be provided on request.

7. Buy-Backs

We do not guarantee to buy back any product unless expressly stated on your invoice.

8. Warranty

8.1 General Warranty Terms

• All products are supplied with the applicable manufacturer’s and/or retailer’s warranty.

• Proof of purchase (invoice) is required for all warranty claims.

Minimum warranty periods unless stated otherwise:

• New mobility scooters & powerchairs: 12 months

• New stairlifts: 12 months (parts & labour provided by the manufacturer directly at your home)

• Pre-owned scooters & powerchairs: 3 months

8.2 What Warranty Does Not Cover

Warranty does not cover:

• Misuse, neglect, or accidental damage

• Normal wear and tear

• Cosmetic damage

• Hygiene issues

• Unauthorised third-party repairs

• Call-out charges unless included in a care package

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PART B – REPAIRS, SERVICING & HOME VISITS

9. Repairs & Services

9.1 Services Provided

We provide repairs, servicing, diagnostics, and maintenance either at our premises or at your home or another agreed location.

9.2 Estimates & Authorisation

• Estimates will be provided where possible.

• No work will be undertaken without your authorisation.

• If additional issues are identified, we will seek approval before proceeding.

9.3 Call-Out & Home Visit Charges

• Call-out or home visit charges may apply and will be advised in advance.

• Charges may still apply if the fault is not covered by warranty or if a visit is cancelled without reasonable notice.

9.4 Workmanship Guarantee

• Workmanship on repairs is guaranteed for a minimum of 3 months unless stated otherwise on your invoice.

• Parts are covered by the manufacturer’s warranty where applicable.

9.5 Cancellation of Services

• For off-premises services, you may have a statutory 14-day cancellation right. This applies only where the service contract is agreed away from our business premises and you have not requested work to begin immediately.

• If you request work to start within this period, you may be charged for work already completed if you later cancel.

9.6 Access, Safety & Hygiene

• You must provide safe access and a suitable working environment.

• Equipment must be in a hygienic condition.

• We reserve the right to refuse or stop work if conditions are unsafe; Any charges will be limited to reasonable costs incurred.

9.7 Prices & Payment

• Prices are subject to VAT unless stated otherwise.

• Labour charges are payable on completion unless agreed in advance.

• Special-order parts must be paid for upfront.

10. Rentals

• Rental charges are calculated in weekly increments.

• A deposit and photographic ID are required.

• Lost, late, or damaged items may incur additional charges.

11. Insurance & Extended Warranties

We recommend insurance for powered mobility equipment.

We are authorised representatives of Mark Bates Ltd.
Insurance and extended warranty terms are provided separately by the insurer and apply independently of these Terms.

12. Care Packages

12.1 General
Our Care Packages provide additional services and benefits relating to the ongoing maintenance and support of mobility equipment.

Care Packages:

• Must be purchased before delivery of the equipment

• Cannot be added after delivery

• Apply only to the original purchaser

• Are valid only at the address shown on the invoice

• Are non-transferable

Full details of each Care Package, including inclusions and limitations, are provided to you before purchase and form part of your contract with us.

12.2 What Is Included
Depending on the Care Package purchased, inclusions may include:

• Door-to-door warranty support
  Gold & Silver, Up to three (3) warranty-related home visits during the first 12 months, where applicable.

Gold,  up to one (1) warranty-related call out for every year there after for the term of the manufactures warranty

• Servicing

  • Year one (1),One standard annual service within the first 12–18 months from purchase

  • Year two (2) if purchased, One standard service 12-18 months from the First (1st) service, which must be booked by the customer within one working day of the first year’s service, unless otherwise agreed

  • Services include standard checks only and do not include additional labour, parts, or repeat visits. Any additional work will be quoted and agreed in advance.

• Alarm or puncture protection
  Provision of a wireless alarm or puncture protection solution for tyres in year two (where applicable).
  This reduces risk but does not guarantee against punctures. Inner tubes may typically require replacement approximately every 12 months. Alarms will require batteries to be changed periodically.

• Accessories
  Branded bags for scooters or powered wheelchairs, and armrest covers for rise and recline chairs will only be supplied where available.

• Insurance, Accidental damage, breakdown and puncture repairs
  Provided by Mark Bates Ltd. Gold Care Packages include Mark Bates Plus cover for mobility scooters & powered wheelchairs & home care cover for Rise & recline chairs.
  These services are subject to the insurer’s terms, conditions, and limits. Claims must be reported to Mark Bates Ltd in the first instance.

• Priority call-outs
  Priority booking for repairs, subject to availability. Same-day attendance is not guaranteed.

• In-store discount
  A 10% discount on full-price, in-store purchases for 12 months.
  This discount cannot be combined with other offers, payment plans, or online pricing.

12.3 Exclusions & Limitations
Unless expressly stated as included:

• Parts, consumables, and additional labour are not covered

• Additional labour after year one is chargeable at our standard rates, which will be confirmed before work starts

• Care Packages do not cover misuse, accidental damage, neglect, or normal wear and tear

• Benefits cannot be separated or redeemed individually

12.4 Refunds & Cancellations

• Care Packages are fully refundable up to the point of delivery of the equipment.

• After delivery, Care Packages are non-refundable, and unused elements cannot be refunded.

• Individual elements (such as accessories) cannot be refunded separately unless faulty.

• These terms do not affect your statutory rights in relation to faulty or mis-described goods or services.

12.5 Statutory Rights
Nothing in these Care Package terms limits or excludes your rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation.

13. Complaints Procedure

If you have a complaint, please contact us:

Telephone: 0114 231 5131
Email: shop@sheffieldmobility.co.uk

Please include your invoice number and details of the issue.
We aim to acknowledge complaints within 5 working days and resolve them promptly.

If unresolved, you may seek support from Citizens Advice, Trading Standards, or an Alternative Dispute Resolution (ADR) provider.

14. Pre-Contract Information

We are required by law to provide key information before you place an order, including product details, pricing, delivery charges, and cancellation rights. This information forms part of your contract.

15. Changes to These Terms

We may update these Terms from time to time.
The version in force at the time of your purchase will apply.

Friendly Customer Summary (Non-Contractual)

• In-store returns are discretionary unless goods are faulty

• Home/demo purchases have a 14-day cancellation right for standard products

• Bespoke items are not eligible for cancellation

• Return costs are usually the customer’s responsibility

• Statutory rights always apply