Sheffield Mobility Solutions Ltd Returns Policy

  

We hope that you enjoy & find benefit from your purchase.  

We are aware, however that from time to time goods may need to be returned. In this instance Sheffield Mobility Solutions Ltd would like our returns policy to be as clear & as simple to follow as possible, as we don’t believe in ‘small print’.  

 
 

Unless stated differently on your invoice at the time of sale the below policy is effective.  

 
 

Shop Returns:   

Should you change your mind after purchasing a product from out shop, we are unable to offer a full refund as per the Sales of Goods Act, March 2012. However, in certain situations Sheffield Mobility Solution Ltd’s may offer an exchange or a credit note.  

For faulty goods please refer to our warranty policy.   

 
 

 
 

Website Returns:  

If you have purchased a product(s) from our website we are happy to offer a 14 day cooling off period if you change your mind, you will need to email your request to return the goods to: sheffieldmobility@outlook.com along with a reason within 14 days of receipt.  

 
 

Goods will then need to be returned to us: Sheffield Mobility, 96 Bradfield Road, Hillsborough, Sheffield, S6 2BZ at your own cost.  

 
 

Though we are happy for you to unbox & inspect the product(s), In order to receive a full refund the product(s) must be returned complete, unused, in an undamaged state, and in the original packaging.  

If the product(s) are not returned in their original condition, Sheffield Mobility Solutions Ltd reserves the right to charge for repair or replacement.  

 
 

Upon our receipt & inspection of the goods, & providing that they are resalable as above, we will refund you, minus the original delivery cost within 14 days (this will be by way of the original payment method only)  

 

We are unable to offer a cooling off period for any bespoke items purchased once they have gone into production, & charge a re stocking fee of 25% for any made to suit items, this will take effect from the day the order is placed. 

 
 

For Pre-Owned or refurbished equipment, we may charge a reservicing fee that will enable us to make sure that it is safe for the next user.  

   

 
 

Deposits:   

By placing a deposit for goods to be manufactured, prepared or ordered specifically for your requirements, you have entered a contract agreeing to purchase the item ordered at the full price. Should you later change your mind, Sheffield Mobility Solutions Ltd may offer a credit note up to the value of the deposit given at their discretion, this is not always possible if the items ordered are bespoke or Made to suit & have already gone into manufacture or out for delivery.  

 
 

 
 

Return exemptions:  

Unfortunately, we cannot accept returns on any product(s) that are bespoke, & we charge a re stocking fee of 25% for made to suit products. These products will have been manufactured or ordered to your specifications. We are also unable to accept returns on products that can void Health & Safety regulations if used or opened such as, but not inclusive to incontinence products & bathroom aids.  

If the product(s) arrive faulty or damaged, please refer to ‘Sheffield Mobility Solution Ltd Warranty Policy’.  

 
 

   

Buy Backs  

Although we will always try to accommodate, Sheffield Mobility Solutions Ltd does not promise to buy back any product(s) unless stated different upon your invoice. 

 
 

Rentals  

All rental equipment is priced in 1 week increments & requires a deposit that will be returned by the same payment method following the equipment's safe, undamaged return.  

Should you not return the equipment within your agreed term you will incur a further week's charge at Sheffield Mobility Solution Ltds discretion.  

Should the equipment be lost or damaged, Sheffield Mobility Solutions Ltd reserve the right to charge a reasonable fee to cover its loss or damage repair. This could be deducted from the deposit paid.  

 

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Sheffield Mobility Solutions Ltd Warranty Policy 

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All of the equipment that we sell at Sheffield Mobility Solutions Ltd comes with a period of warranty, please confirm this warranty period upon your purchase. If your product is faulty while under warranty we may repair it, rather than replace it. 

We will require a copy of your purchase invoice to process any claim so please keep it safe. 

 

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Large Mobility Products 

New mobility scooters & powerchairs at Sheffield Mobility Solutions Ltd are sold with a minimum of 12 months warranty.

All pre owned scooters & Powerchairs a minimum of 3 months warranty unless stated otherwise. This covers you against manufacture defects in material and workmanship from the date of receipt.

We will cover the cost of labour and parts required to correct a fault in this instance as quickly & efficiently as possible. 

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Rise & recline chairs at Sheffield Mobility Solutions Ltd are sold with a minimum of 12 months warranty unless stated otherwise on your invoice at time of purchase. 

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Stairlifts at Sheffield Mobility Solutions Ltd are sold with a minimum of 12 months warranty unless stated otherwise on your invoice at time of purchase. From time-to-time Sheffield Mobility Solutions Ltd will use alternative companies to supply & install certain models of stairlift, this will always be discussed with you as a customer first & in these instances the warranty & labour will be carried out by the companies installing them. 

All nonportable equipment comes with our *door to door warranty package unless stated otherwise. We are happy to send an engineer to your home to diagnose & repair your equipment on site if possible.  

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• Should the product(s) be found to be a warranty fault you will incur no charge.  

• Should the product(s) be found not be a warranty fault we may charge you for a call out fee along with any labour incurred. 

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Please note that you are always welcome to bring the goods back into store for repair/inspection. 

 

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Portable & Small Equipment 

Including but not limited to folding scooters, folding powerchairs, rollators, manual wheelchairs, living aids can either be returned to store: 

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• Should the product(s) be found to be a warranty fault you will incur no charge.  

• Should the product(s) not be found to be a warranty problem we may charge you for any labour incurred.  

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Alternatively, we can offer a home visit (please see below our call out charges). 

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VIEW CALL OUT & REPAIR CHARGES 

 

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Return To Base (RTB) warranty

If you have bought a product from us that has been sold with a Return To Base warranty package, it will be the buyers responsibility to get the product(s) back to & from us at their expense for repair. 

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• Should the product(s) be found to be a warranty fault you will incur no charge.  

• Should the product(s) be found not be a warranty fault we may charge you for any labour incurred. 

 

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Warranty doesn't cover:   

• Parts/items that have been tampered with or modified-This will invalidate future warranty on your product 

• Crash or accidental damage- This will invalidate future warranty on your product 

• Any use outside of the recommended manufactures guidelines- This will invalidate future warranty on your product 

• Misuse- This will invalidate future warranty on your product 

• Neglect- This will invalidate future warranty on your product 

• Normal wear & tear such but not limited to tyres, punctures, motor brush wear, hand grips, ferrules, brake pads etc 

• Water ingress on any item unless it is sold as being waterproof  

• If a repair has been carried out by anybody other than a representative of Sheffield Mobility Solutions Ltd- This will invalidate future warranty on your product 

• Cosmetic damage or paint 

• If you don’t have your original proof of purchase 

• If you are not the original purchaser 

 

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Batteries 

Batteries are covered under the same warranty as your equipment & can only be replaced upon us testing them, in order for us to do this we may need to return them to store in order to test them. This test takes around 24hours. 

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• If they fall below 60% capacity, they will be replaced under warranty (call out charges may be charged where applicable).  

• If they pass at over 60% we may charge for call out fees & labour providing there is no other fault found linked to the problem reported. 

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Please note: if the batteries have been left to go flat, they will not be valid for a warranty claim & this will be classed as user error or neglect. 

 

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Water resistance 

No mobility scooter, powerchair or charger is sold as being ‘waterproof’ or ‘water resistant’.  

Unless stated otherwise on your purchase invoice, water ingress will invalidate your warranty. 

 

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Hygiene 

We reserve the right to refuse repair or inspection if we deem a product to be in an unsatisfactory level of cleanliness, until product(s) have be sanitised. We may still charge a call out fee if applicable for aborted visits in such circumstances.  

 

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Online Purchases 

If a product arrives damaged, please email us as soon as possible at: sheffieldmobility@outlook.com, we will require images of the product(s) & packaging along with a brief description of the fault. 

  

 

User Manuals 

Please read the user manual provided to you with your equipment & be sure you understand the correct operation of it before use. If you have mis-placed or don’t have a manual or have any questions, please call & we will be happy to talk you through.  

There is never a charge if we can diagnose your problem over the phone 

 

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Loan equipment 

Although we will always try, we can’t always promise to have equipment to loan you should your equipment need to be brought in for repair work. 

Please discuss this at the time the fault is reported, & we will endeavour to meet your needs 

 

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Repair Times 

In the unfortunate event of a warranty issue, Sheffield Mobility Solutions Ltd promises to prioritise your repair. Should the part required for your repair be out of stock with the manufacture, we will happily keep you updated along the way. We must stress that such supply instances are outside of our control.  

 

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Terminology 

*Door to Door – means we come to you 

We/us = Sheffield Mobility Solutions Ltd & any of its employees 

RTB= Return To Base 

 

 

How to make a claim 

Please either call us on: 0114 2315131 to report or discuss a fault. 

Alternatively, you can email us: sheffieldmobility@outlook.com 

 

 

Insurance 

When using any powered mobility product Sheffield Mobility Solutions Ltd recommends that you take out insurance in order to protect yourselves & others. 

Sheffield Mobility Solutions Ltd are appointed representatives for Mark Bates Ltd who offer a variety of simple to understand Insurance packages for Mobility Scooters, Powered Wheelchairs, Manual Wheelchairs, rollators, PAWS, Stairlifts, Rise & Recline Chairs & Electric Beds. 

For more information on mobility insurance policy’s please call us on: 01142315131  

 

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Extended Warranty Packages 

Sheffield Mobility Solutions Ltd are appointed representatives for Mark Bates Ltd who offer a variety of extended warranty packages that can take effect from when ours & the manufacture warranty expires. 

For more information on these please packages please give us a call 0114 2315131 

 

 

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 Terminology 

Made to suit examples: 

Products that have more than one variant such as a powerchair that can come in different sizes & with lots of options, or a mobility scooter that is ordered in a specific colour etc. 

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Bespoke Examples: 

Products that are made specific to the users requirements such as a stairlift that requires cutting to size specific the users requirements or a rise & recline chair that has been made to measure. 

 

Us/we=Sheffield Mobility Solutions Ltd & any of its employees 

 

You/your= Purchaser 

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Door to Door – means we come to you 

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RTB= Return To Base

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Contact 

If you have any queries please feel free to contact us on: 

 0114 2315131 

sheffieldmobility@outlook.com   

 

 

Sheffield Mobility Solutions Ltd Reserves the right to change these policies without notice.  

These policies were created by & are the property of Sheffield Mobility Solutions Ltd. Anyone found to be using content from them will be prosecuted. 

This Policy was last updated 2.3.23