Terms & Conditions
Cancellation and Returns policy
NOTE: Your statutory rights are not affected.
In accordance with the Distance Selling Regulations Easi Care Mobility Ltd. gives customers a 7 day "cooling off" period in which orders can be returned after the delivery date.
We are confident you will enjoy shopping with Easi Care Mobility Ltd but understand that, in certain cases, the products you buy may need to be returned. This is why we aim to make the returns procedure as easy as possible.
The cost of returning an item is entirely your responsibility.
We suggest you make use of a parcel delivery company which will insure you for the value of the goods, as Easi Care Mobility Ltd will not be liable for goods that do not reach us or arrive damaged.
The unwanted product must be returned in an 'as new' and ‘unused’ condition, including all packaging and accessories.
We must be notified in writing by either letter, e-mail or fax within 7 calendar days of the date of delivery of your intention to return any item. Telephone notification is not acceptable.
An administration fee of 15% of the price of the goods will be charged to all returned items to cover any costs incurred by us.
All items delivered via our installed delivery method, are deemed to be a completed sale when the customer is 100% happy with the products delivered and demonstrated. The customer (or customers representative) signature on the hand over documentation finalises the sale and are non returnable.
Please note: we are unable to exchange or refund certain items due to hygiene reasons or if the item was specially made.
Warranty/Guarantee/After Sales Service
All of our products are UK supplied and come with a complete warranty in the same way that you would receive a warranty if you bought a product from a traditional retail shop.
All of our products come with a full 12 month guarantee against faulty manufacture or materials. In addition to this our power products come with ECM’s free 12 month home call out scheme, this means that if you experience any technical problems, which cannot be solved by other methods, we will send an engineer to your home free of charge to fix the problem. The warranty does not cover maintenance problems such as flat batteries or punctures, nor items damaged due to misuse. There will be a charge made for this service if the repair is not covered by warranty. You can obtain details of insurance and or extended warranty information by contacting us during normal office hours from 9:00am – 5:00pm Monday to Friday on Free phone 0800 567 7001.
After this 12 month period, we will still make an engineer available to you should you need one but the cost will be borne by the customer.
Please note that the home call out scheme relates only to the following products.
- Mobility Scooters (all types)
- Powered Wheelchairs
- Rise and Recline chairs
- Adjustable Beds.
Non Power Products: such as wheelchairs, walkers and accessories have a (Return to Factory Warranty).
Return to factory warranty means if you run into any problems during the warranty period simply give us a call first, we will establish over the telephone which part is faulty then all you have to do is return the faulty part to us, we will either replace or repair the part and return it directly back to you. Customers are responsible for the cost of returning the part or product to us.
Delivery
At ECM we offer a high commitment to customer care, service and choice, once you have made your purchase decision, you can select the way you want the item delivered.
We offer a choice of delivery methods:
Courier Delivery
The item purchased will arrive by standard courier / parcel delivery (9am – 6pm) boxed for you to assemble and install. Please be aware that some of our products are heavy and you may need to arrange help in un-boxing and assembling. Please retain all packaging until you are completely satisfied with your purchase as you will need this for any returns.
Installed Delivery
This means that your new purchase will be delivered direct to your home at a pre-arranged time and assembled to suit your use. Our specialist delivery team will also go through the operations of your purchase and offer you instruction on how to use the item correctly they will even take the packaging away with them.
The courier delivery method or standard delivery is included in the advertised price of your purchase however you may choose to select the accompanied delivery method from the drop down list entitled Delivery Option when you place your order (there will be an additional charge added to your order for this option).
We aim to deliver all stock items within 10 working days of cleared funds. (Most products are delivered sooner than this).
Please note that there will be additional charges for deliveries to the Scottish Highlands and non mainland addresses, please telephone us on 0800 567 7001 for details.
VAT
Individuals purchasing mobility products for their own personal use are usually exempt from paying VAT. Our advertised prices are exclusive of V.A.T. You will be required to sign a simple declaration form if purchasing via mail order or by selecting the tick box on our website if purchasing on-line that confirms you are eligible to receive goods at a VAT exempt price. Under group 12 of schedule 8 to the Value Added Tax Act 1994 you can claim relief from VAT on VAT exempt mobility items as long as you, or the person you are purchasing the item for is chronically sick or disabled or has a long term suffering medical condition that requires the use of that item.
Under current HM Customs & Excise rules tax relief is granted for people who are chronically ill or disabled when purchasing Mobility Products.
Do You Qualify?….You are classed “chronically sick or disabled” if you:
Have a long term physical or mental impairment that has an effect on you carrying out everyday activities or:
You are terminally ill or:
You have a chronic sickness being treated by the medical profession.
You cannot claim VAT relief if your disability is temporary or if you are able bodied. (An elderly frail person who is otherwise able bodied is not eligible for VAT relief).
Note there are penalties for making false declarations
If you are in any doubt as to whether you are eligible to receive goods or services zero-rated for VAT you should consult Notice 701/7 VAT reliefs for disabled people or contact Customs & Excise National Advice Service on 0845 010 9000 before purchasing your mobility equipment.
Disclaimer
Goods purchased from Easi Care Mobility (ECM) are at the request of the purchaser. Information we offer is for guidance purposes only, due to our policy of constant product development and improvement we reserve the right to alter our specifications without prior notice.
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