Refund and Returns Policy

All products sold by Able-Aid are offered with the goal of giving our consumers greater mobility, comfort and independence. However, if you wish to return an item, you may do so per the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, or in accordance with this Returns Policy.

How to Return an Item

As an alternative to the return options provided by your statutory rights, customers may return items purchased from Able-Aid under the following terms:

1. Returns made under this Returns Policy must be made within 30 days of purchase, in the case of items purchased in-person (e.g. from our store from a sales representative), or within 14 days of delivery of an item, in the case of items purchased remotely (e.g. via our website).
2. Items to be returned must be in perfect condition.
3. To start the returns process, you should email us at enquiries@able-aid.com, requesting a return in accordance with this Returns Policy. Include your name, identification of your order (e.g. an order number), and details of the item(s) you want to return.

Entitlement to a Refund

When a return is made following the requirements and procedures set out in this Returns Policy, a customer is entitled to a full refund of the price they paid for the item(s):

1. Taking into account any discounts that were applied at the time of purchase.
2. Minus our return fee of £15 per item under £150, and £50 per item above, for which a return is made under this Returns Policy. No return fee will apply to returns made outside of this Policy, e.g. returns made in accordance with your statutory rights.

Processing Returns

Once we have received an item you wish to return:

1. We will check the item you have returned within, wherever possible, 7 days. We may be able to check items returned in-store immediately.
2. If we confirm that the item and your returns procedure comply with the requirements set out in this Returns Policy:
   
   1. We will let you know that your return has been received and accepted.
   2. You will receive a refund via your original payment method, usually within 7 days of a return being accepted. Or, if an exchange is available and agreed to instead, your new item will be given to you or delivered to you within our usual delivery timeframes.
3. If the item returned or your returns procedure does not comply with the requirements set out in this Returns Policy:
   
   1. We will let you know why your return has not been accepted.
   2. We may offer a reduced refund (e.g. if an item is returned damaged).
   3. You will have the option to take the item back (note that you may be required to pay for shipping if necessary).

Exchanges

If you wish to exchange an item purchased for another item (e.g. the same product in a different size or colour), you should return the purchased item as usual (i.e. as set out above) and, during the returns process, indicate your wish to exchange your item for a new item and specify exactly which item you wish to exchange for. Then:

1. If the requested exchange is possible, we will send or give the new item to you once the item being returned has been received, the return has been approved, and you have paid the return fee as requested by us.
2. If the requested exchange is not possible (e.g. because the requested item is not in stock or has a different price), we will inform you of this and provide a refund instead. You may then choose to purchase an alternative item from us by starting a new purchase.

Items Not Eligible for Return

Please note that certain items are not eligible for return under this Returns Policy, unless they are faulty or not as described. These include:

1. Customized or bespoke products that have been made to your specifications (e.g. custom-fabric recliners, tailored mobility aids or personalised items).
2. Personal use or hygiene-sensitive items, such as toilet seats, commodes, incontinence products, or items that have been unsealed and used in a way that makes them unsuitable for resale due to health protection or hygiene reasons.
3. Items that have been damaged or altered after delivery, except where this damage or alteration was necessary to inspect the item or due to a fault with the item.

If you are unsure whether your item falls into one of these categories, please contact us before initiating a return.

A Customer’s Statutory Rights

The returns process provided under this Returns Policy is provided in addition to customers’ statutory rights and this Returns Policy does not diminish these statutory rights in any way – it simply provides our customers with an additional returns option.

A customer has a statutory right to a refund in certain circumstances. For example, you may have a right to a refund if a product is not of satisfactory quality or not fit for purpose. Or, if you’re a consumer, you may have a right to simply change your mind and cancel your order in certain circumstances (i.e. your cancellation rights).

Exactly which rights apply to your situation will depend on the circumstances of your purchase. For example, whether you purchased as a consumer or a business; whether you purchased online or in-store; and whether you purchased digital content or other items. For more information on your rights in relation to your purchase you can contact us at enquiries@able-aid.com to request a copy of the relevant Terms and Conditions. To ask which of our Terms and Conditions are applicable to your purchase, or to request more information about your rights.