Terms & Conditions

 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 

 

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. ​

• Bespoke Examples: 

Products that are made specific to the users requirements such as a stairlift that requires cutting to size specific to 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 ​

• Door to Door – means we come to you​​

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Shop Returns:   

Should you change your mind after purchasing a product from our 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 may offer an exchange or a credit note.  

For faulty goods please refer to our warranty policy.   

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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 restocking 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 servicing 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 restocking 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 differently 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 reserves 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 & Power Chairs 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:

Rise & Recline chairs are sold with a minimum of 12 months warranty unless stated otherwise on your invoice at time of purchase. 

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Stairlifts:

Stairlifts 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 non-portable equipment had the option to add one of our care packages that includes our *door to door warranty. In these packages, we are happy to send an engineer to your home to diagnose & repair most issues at your door. Should you choose not to buy a care package at the time of purchase & require a warranty repair at your home we are happy to cover parts & labour but you will be charged a call out/home visit fee unless its brought back into store.

 

Portable & Small Equipment:

Including but not limited to folding scooters, folding power chairs, rollators, manual wheelchairs, living aids can 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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Warranty repair charges:

• Call out for a home visit unless a care package has been bought or the item has been brought back to store

• 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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Although we will do our best, it is not the responsibility of Sheffield Mobility Solutions Ltd to check if it is a valid warranty claim or not before we visit as we have to visit in order to make a decision.​

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VIEW OUR CALL OUT & REPAIR CHARGES HERE 

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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. 

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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 would need them in store to test them. This test takes around 24 hours. 

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• If your batteries fall below 60% capacity & have more than a 10% discrepancy between the two, they will be replaced under warranty  

• If they pass at over 60% or both fail with results within 10% of each other we may charge for labour & quote for new batteries 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, have been damaged due incorrect charging, malfunctioning chargers or by other faulty components, they will not be valid for a warranty claim & this will be classed as user error or neglect. 

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Unfortunately, our 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 

• Home visits

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

• If you are not the original purchaser 

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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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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 manufacturer, we will happily keep you updated along the way. We must stress that such supply instances are outside of our control.

​Repairs & spares

 

Workmanship & Parts:

We guarantee the workmanship of our repair work for 3 months. Parts fitted will be warranted by the manufactures & the minimum warranty will be 3 months for defective items unless stated differently on your invoice.

In the unfortunate event that a component is subject to a warranty fault, we will replace & fit the part within our warranty terms. Though, we reserve the right to charge a call out/home visit fee should we be requested to revisit your home.

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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 been sanitised. We may still charge a call out fee if applicable for aborted visits in such circumstances.  

Cancelled visits

No cancelled visits will ever be charged if we are notified within 1 hour of our planned arrival time. We may invoice for a call out/home visit fee should we be turned away at the door or instances where there is no answer at the door or on the contact number given upon arrival.

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How to make a claim: 

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

Alternatively, you can email us: shop@sheffieldmobility.co.uk 

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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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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Care Packages Terms & conditions

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Our Home care packages are only available to be purchased prior to delivery of goods.

Our door to door warranty package covers up to 3 warranty related visits per year at your door for the 1st year & all warranty labour is free for silver packages.

For gold packages, free home visits will be limited to one valid warranty claim visit per year after the 1st 12 months & labour will be charged at our standard hourly rate after the 1st year.

The policies cannot be transferred & will only be honoured for the original purchaser at the address given on the original purchase invoice.

 

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Please refer to our warranty Terms & conditions to see what constitutes a valid warranty claim.

Although we will do our best, it is not the responsibility of Sheffield Mobility Solutions Ltd to check if it is a valid warranty claim or not before we visit as we have to visit in order to make a decision.

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Instore adjustments & services on Rollators & Wheelchairs will need to be booked in & left with us to carry out the work, we aim to complete any work within 24 hours unless circumstances are outside of our control.

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12 month care package service- Although Sheffield Mobility Solutions will do its utmost to call you when this service is due, it is the responsibility of the purchaser to call us in due cause to book in for this service. On new equipment we would advise this after 11 months so if there are any warranty issues found, we can repair them within the warranty period. The service in this package is valid for up to 18 months from purchase. It does not cover any additional labour, return visits or parts, although anything extra will be quoted for beforehand.

Mobility scooter bags & armrest covers- You have the choice between either of our tasteful Sheffield Mobility Branded Bags. Armrest covers are bespoke to your make/model of chair. From time to time, colours may differ slightly. These are not available for all makes/models of chair. Bags & armrest covers will only be refunded as part of the package & will not be refunded as an individual item with an individual value.

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Insurance packages are provided by Mark Bates Ltd. Terms & conditions for this will be set out on the  Mark Bates Ltd ‘Insurance Product Information document’ dependent on the item the parts are purchased for.

As standard the gold packages include Mark Bates Plus insurance, this insurance can only be offered on Mobility scooters up to the value of £5000, powered wheelchairs up to the value of £5000, wheelchairs & rollators up to the value of £1000. Rise & recline chairs or beds up to £7000 Anything of a higher value may be included in these packages but the value of the package will increase accordingly. Prices may also vary if you have made a claim within the last 5 years on any item of mobility equipment.

It must be noted that Sheffield Mobility will be the named repairer should you get a fault so no 3rd parties will be called other than for emergency breakdowns.

All Insurance claims must be reported to Mark Bates Ltd on 01476 514471 or email claims@markbatesltd.com prior to being reported to us to avoid any additional charges.

Any of our home care packages are fully refundable up until the date the goods are delivered. Should any part of the package be un claimed for, no partial refunds will be issued.

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Contact:

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

 0114 2315131 

shop@sheffieldmobility.co.uk   

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 7.11.24