Refund / Returns Policy Online

If you wish to cancel your order before we’ve despatched it, please call 01922 628222 to request cancellation. We try to dispatch things very quickly so if you need to cancel your order please do so as soon as possible! Please note once we have despatched an item(s) to you, the item cannot be cancelled and the below returns process comes into effect with their respective charges.

Returning Online Products

We hope that you are pleased with your purchase that you made from Firmcare Mobility, but if this isn’t the case we hope to make the returns and refund process as simple as possible.

• You have the right to return your order within 14 calendar days of receiving the goods. After this period we cannot accept any returns.

• To cancel your order you must contact us via telephone to notify us of your decision to return. Below are our full details if you need to contact us for another reason.

01922 628222
Postal Address:
Firmcare Mobility
Unit 2 Hamstead Business Park
Day Street

• To receive a full refund the product(s) must be returned complete, unused, in an undamaged state and in the original packaging.

• We will not refund you any supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us.

• If the product(s) are not returned in their original condition, Firmcare Mobility reserves the right to charge for repair or replacement of any product(s).

• We're happy for you to unpack the item and inspect it properly. However, if you’ve used or installed it we will only make a partial refund to cover the loss in value of the product. This could be up to 50% of the price of the item.

• If on return of the goods, whether by post, self-delivery or courier, we find that necessary packaging is missing then we reserve the right to charge an £80 fee to repackage the product(s).

• Unfortunately we cannot accept returns on product(s) that are Made To Order (ie. Bespoke furniture such as beds and chairs), 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.

• You can return the product(s) to one of our showrooms within 14 days of original delivery to receive a full refund (excluding delivery charge). This excludes items purchased through the showroom whereby a credit note will be issued.

Engineered Collection Policy
Where goods need to be dismantled to enable return we can arrange to send a mobility technician to collect the product from you at a convenient time.

• If this service is needed, please notify us by phone or in writing within 14 days of the product being delivered.

• By ordering this service you agree to pay a cost of this (confirmed beforehand) as an engineer service fee.

Collection Return
• If your product(s) were delivered by Standard Delivery and you wish to return them, you will be responsible for the shipping cost (we always recommend that you use a tracked signed for service) At Firmcare Mobility we aim to save you as much money as possible. However if you select a returns collection you are agreeing to pay this returns fee.

Refund Of Monies Paid
We aim to refund the purchase price on your returned goods within seven working days of receipt.
Subject to examination of the goods as stated above. Your Refund will be made by the original method of payment (ie. credit card or cheque etc) Should you have any queries please contact our Customer Services on 01922 628222 or