Returns Policy
Your statutory rights are not affected in any way
Policy Details
Returns & Refunds
Clear, straightforward guidance about returning an item to First Choice Mobility and what happens once your return reaches us.
Need to Return an Item?
We want you to feel confident when buying from First Choice Mobility. Occasionally a product may not be suitable, circumstances may change, or you may simply decide that an item isn’t right for you.
Our aim is to make the returns process as clear, fair and straightforward as possible.
This Returns Policy explains how to tell us that you wish to return an item, how the product should be returned, what happens when it arrives back with us and how any refund due will be handled.
Before returning an item, please contact First Choice Mobility so that we can provide you with a Returns Number and the information you need to make your return.
Your 14-Day Cancellation Period
For most goods purchased online or by telephone, you have 14 calendar days from the day you receive your goods to tell us that you wish to cancel your order.
Certain products and circumstances are excluded from the right to cancel. These are explained clearly further down this Returns Policy.
Telling us you wish to cancel and returning the goods are two separate steps.
Please contact us within the applicable cancellation period first. We can then provide your Returns Number, Returns Form and return instructions so that your parcel can be identified and processed correctly when it arrives.
Returning an Item in 3 Simple Steps
Following the steps below helps us identify your return quickly and avoids unnecessary delays once the parcel reaches us.
How to Make a Return
1. Contact First Choice Mobility
Let us know that you wish to return your item. We will provide you with a Returns Number together with the information you need to return the product.
2. Prepare Your Return
Complete the Returns Form provided and include it with your parcel. Please package the item securely and include all accessories, chargers, keys, manuals and other components originally supplied.
3. Inspection & Refund
Once your return reaches us, we will inspect the product and confirm its condition. Any refund due will then be processed in accordance with this Returns Policy.
Before Sending Your Return
✓ Have you contacted First Choice Mobility?
✓ Have you obtained your Returns Number?
✓ Have you completed and included the Returns Form?
✓ Is the product packaged securely?
✓ Have you included all accessories supplied with the product?
✓ Have you included chargers, keys and manuals where applicable?
✓ Is your Returns Number clearly identifiable with the return?
Why We Use a Returns Number
Your Returns Number allows us to match the parcel with your order and the information you have already provided. Sending an item back without one may delay identification and processing of your return.
Condition of Returned Goods
In Stage 2 we’ll explain how you may inspect a product, the condition in which goods should be returned, and how excessive handling, outdoor use, scratches, damage or missing accessories may affect your refund.
Condition of Returned Goods
You’re entitled to inspect a product to decide whether it is suitable. However, there is an important difference between reasonably inspecting an item and using it.
You Can Inspect Your Purchase
When you purchase online or by telephone, we understand that you haven’t had the same opportunity to see and inspect the product that you would normally have when visiting one of our stores.
You may therefore handle and inspect the goods to establish their nature, characteristics and functionality.
A useful way to think about this is to consider what you would reasonably be able to do when examining the same product in a mobility showroom.
You can examine a product and carry out reasonable checks to decide whether it is suitable. Using the product beyond what would reasonably be necessary to inspect it may reduce its value and could affect the amount we are able to refund.
What Does Reasonable Inspection Mean?
What is reasonable will depend on the type of product, but it may include:
- Carefully removing the product from its packaging.
- Looking at and examining the product.
- Checking its size, dimensions and basic features.
- Sitting in a chair or wheelchair to assess its size and comfort.
- Checking controls and adjustments where appropriate.
- Carrying out the sort of basic assessment you could reasonably make when viewing the product in a shop.
Mobility Scooters, Powerchairs & Wheelchairs
Particular care should be taken when assessing mobility equipment because signs of use can occur very quickly.
If you are considering returning a mobility scooter, powerchair or wheelchair, we recommend assessing its suitability carefully and without unnecessary use.
Check that the seat dimensions, position and support appear suitable for you.
Make sure you can comfortably reach and understand the controls.
Consider legroom, armrest position and whether the product appears suitable for your needs.
Check important measurements before using the product more extensively.
Outdoor use can quickly affect the condition of mobility equipment.
Taking a mobility scooter, powerchair or wheelchair outside can result in marks to tyres and wheels, dirt, scratches, increased mileage and other evidence of use.
If this goes beyond the handling reasonably necessary to establish the product’s nature, characteristics and functionality, it may result in a reduction in the value of the goods.
What Condition Should the Product Be In?
If you decide to return an item, please take reasonable care of it while it is in your possession and, wherever possible, return it in the condition in which you received it.
Before returning your product, please check that you have included:
- All parts and components originally supplied.
- Battery chargers and charging equipment.
- Keys and spare keys where supplied.
- Armrests, footrests and other removable components.
- User manuals and documentation.
- Any accessories included as part of the purchase.
- Original packaging where it is available.
Keep Everything Together
Chargers, keys, cushions, footrests, armrests, manuals and other accessories can be easy to overlook when preparing a return. Keeping everything supplied with the product together until you’re certain you wish to keep it can make returning the item much easier.
When a Refund May Be Reduced
If returned goods have been handled beyond what is necessary to establish their nature, characteristics and functionality, and this has reduced their value, we may make an appropriate deduction from the refund to reflect that diminished value.
What Could Reduce the Value of a Return?
Depending on the product and circumstances, examples may include:
Scratches, Marks or Damage
Scratches, scuffs, dents, damaged bodywork, torn upholstery or other damage that was not present when the product was supplied.
Evidence of Significant Use
Signs that the product has been used beyond what would reasonably be necessary to inspect and assess it.
Outdoor Use or Mileage
Dirt, tyre wear, wheel marks, mileage or other evidence that mobility equipment has been used outdoors or over a meaningful distance.
Missing Parts or Accessories
Missing chargers, keys, footrests, armrests, cushions, manuals or other components originally supplied with the product.
Cleaning or Remedial Work
Where reasonable work is required because of handling or use beyond what was necessary to inspect the product, this may be relevant when assessing any reduction in value.
Every Return Is Assessed Individually
We don’t automatically make a deduction simply because a product has been opened or inspected.
Where we believe the value of an item has been reduced, we will assess the returned product and the circumstances of the return. Any deduction will be based on the actual reduction in value caused by handling beyond what was reasonably necessary.
Unsure Whether the Product Is Right for You?
If you’re uncertain about suitability after receiving your product, we recommend contacting us before using it further. We may be able to answer your questions or help you decide whether a return is the best option without unnecessarily affecting the condition or value of the product.
Before Using a Product You May Wish to Return
✓ Check the dimensions and specifications first.
✓ Inspect the product carefully.
✓ Keep the packaging wherever possible.
✓ Keep chargers, keys, manuals and accessories together.
✓ Avoid unnecessary outdoor use if you’re unsure about keeping it.
✓ Take particular care to avoid scratches, scuffs or other damage.
✓ Contact us if you’re unsure about suitability.
Products That Cannot Normally Be Returned
In Stage 3 we’ll explain the important exceptions to the normal cancellation rights, including made-to-order, personalised and certain hygiene-related products.
Products That Cannot Normally Be Returned
Most standard products purchased online or by telephone can be returned within the applicable cancellation period. However, there are some important exceptions where the normal right to cancel may not apply.
Why Are Some Products Excluded?
Some mobility and healthcare products are made specifically for an individual customer, while others may have particular hygiene considerations once they have been opened or used.
For this reason, the normal right to cancel a distance purchase does not apply in every situation.
We want these exceptions to be clear before you purchase, particularly where a product is being specially made, personalised or supplied for personal care or hygiene purposes.
This distinction is important. A standard stock product will normally be treated differently from an item that has been made, altered or personalised specifically for you.
Common Exceptions to the Right to Cancel
Depending on the product and circumstances, the normal right to cancel may not apply to:
- Made-to-order products manufactured to your individual requirements.
- Made-to-measure products produced using measurements provided specifically for you.
- Personalised products created or modified to your individual specification.
- Specially adapted products where alterations have been carried out specifically at your request.
- Certain sealed goods for health protection or hygiene reasons once the seal has been broken, where the relevant legal exception applies.
Made-to-Order & Made-to-Measure Products
Some products are ordered or manufactured specifically to meet an individual customer’s requirements.
This may include products where you have selected or specified individual measurements, configurations, adaptations or other features that make the product personalised to you.
Products manufactured using measurements or dimensions specified for an individual customer.
Products manufactured or configured specifically to meet your individual requirements.
Products that have been specially altered or adapted at your request.
Products made using customer-selected specifications that make the item individual to that order.
Made-to-Order Rise & Recline Chairs
This can be particularly relevant when ordering a rise and recline chair. Some chairs are standard stock models, while others may be manufactured specifically for the customer using selected measurements, fabrics, mechanisms, backrests, cushioning or other individual specifications.
Where a chair has been genuinely made to your individual specification or clearly personalised for you, the normal right to cancel may not apply.
Not every product that has been ordered for you is necessarily personalised.
The relevant exception relates to goods that are made to the consumer’s specifications or are clearly personalised. We will therefore consider the nature of the product and order rather than treating every specially ordered standard product as automatically excluded from cancellation rights.
Hygiene & Personal-Care Products
Some mobility and independent-living products are intended for personal care, toileting, bathing or other uses where hygiene is particularly important.
Where goods are supplied sealed for health protection or hygiene reasons, the right to cancel may be lost if the product is unsealed after delivery, where the relevant legal exception applies.
If you think you may need to return a hygiene-related product, please check its suitability carefully before removing or breaking any hygiene seal.
Take Extra Care with Hygiene Products
Depending on how they are supplied and packaged, hygiene considerations may be particularly relevant to products such as toileting, bathing and personal-care equipment.
If you’re unsure whether a particular product can be returned after opening, please contact us before opening or using it.
What If an Excluded Product Is Faulty?
An exception to the normal right to change your mind does not remove your statutory rights if goods are faulty, not as described or otherwise fail to meet the requirements of consumer law.
Change of Mind vs Faulty Product
Changed Your Mind?
The cancellation exceptions explained above may apply to made-to-measure, personalised and certain hygiene-related products.
Something Wrong with the Product?
Please contact us if you believe your product is faulty, damaged, not as described or otherwise not of satisfactory quality. We will deal with the matter separately from a normal change-of-mind return.
Before Ordering a Personalised Product
✓ Check all measurements carefully.
✓ Check the product specification.
✓ Confirm your chosen options and adaptations.
✓ Check colours and fabrics where applicable.
✓ Make sure the product is suitable for the intended user.
✓ Ask us if you’re unsure about any part of the specification.
✓ Make sure you understand whether the product is being made specifically for you.
If you’re unsure, ask us before ordering.
We would much rather help you check measurements, specifications or suitability before an order is placed — particularly when the product is being manufactured or adapted specifically for you.
Returning Your Item & Who Pays the Cost
In Stage 4 we’ll explain how goods should be returned, who is responsible for return delivery costs, collection options, safe packaging and responsibility for the goods while they’re being returned.
Returning Your Item
Once you have told us that you wish to make a return and have received your Returns Number, the next step is getting the goods safely back to us.
Step 1 — Contact Us Before Returning Anything
Please contact our Customer Services team before sending an item back.
Once we have your return details, we will provide you with a Returns Number. This helps us identify your parcel and match it to your order when it arrives.
What Information Should I Give You?
To help us deal with your request quickly, please have the following information available where possible:
✓ Your name and contact details.
✓ Your order or invoice number.
✓ The product you wish to return.
✓ The date you received the product.
✓ The reason for the return.
✓ Details of any problem with the product, if applicable.
Download Your Returns Form
Please download and complete our Returns Form and include it with your returned goods. This provides our team with the information needed to identify and process your return.
Please make sure your Returns Number is entered on the form before sending your goods back.
How to Use the Returns Form
1. Download the Form
Select the Download Returns Form button above to open the form.
2. Print & Complete It
Complete the requested details, including your order information and the Returns Number supplied by our Customer Services team.
3. Include It with Your Return
Place the completed form inside the parcel with your returned goods so that our team can identify your return when it arrives.
Don’t send your return without your Returns Number.
Your Returns Number allows us to match the parcel to your return request. Goods returned without the required information may be difficult to identify and this could delay the processing of your return.
Where you are exercising your statutory right to cancel a distance purchase, the goods should normally be returned within 14 days of telling us that you wish to cancel.
Who Pays for the Return?
For a normal change-of-mind return, you are responsible for the direct cost of returning the goods to us.
Depending on the size and type of product, you can either arrange the return yourself or speak to us about arranging a collection on your behalf.
Your Return Options
Arrange Your Own Return
You can arrange for the goods to be returned to us yourself using a suitable carrier or, where agreed, return them directly to us.
Ask Us to Arrange Collection
For larger products, such as mobility scooters, powerchairs or chairs, we may be able to arrange collection on your behalf. A collection charge will apply to a change-of-mind return.
Returning a Large Mobility Product?
Mobility scooters, powerchairs, wheelchairs and rise & recline chairs can be difficult or expensive to return using a normal parcel service.
Please contact us before arranging transport. We can discuss the most appropriate return method and, where available, the cost of arranging collection on your behalf.
Package Your Return Carefully
You are responsible for taking reasonable care of the goods while they are being returned to us. Please make sure your product is appropriately protected for the journey.
- Use the original packaging where available and suitable.
- Protect vulnerable bodywork and components.
- Secure loose or removable parts.
- Include all accessories, chargers, keys and manuals.
- Include your completed Returns Form.
- Make sure your Returns Number is clearly included.
- Use packaging appropriate for the size, weight and nature of the product.
Protect the Product During Transit
Poorly packaged mobility equipment can be easily scratched or damaged during transport. If damage occurs because the goods have not been adequately protected for return, this may affect their value and could be taken into account when assessing the return.
First Choice Mobility — Tankerton
First Choice Mobility Ltd
156 Tankerton Road
Tankerton
Kent
CT5 2AW
Please contact us and obtain your Returns Number before sending or bringing goods to this address.
Ready to Send Your Return?
✓ I’ve contacted First Choice Mobility.
✓ I have my Returns Number.
✓ I’ve downloaded and completed the Returns Form.
✓ All parts and accessories are included.
✓ Chargers, keys and manuals are included where applicable.
✓ The product is securely packaged.
✓ I’ve chosen an appropriate return method.
✓ My Returns Number and Returns Form are included.
Speak to Our Customer Services Team
If you’re unsure about the returns process, packaging your product or arranging collection, please contact us before sending the goods back.
Refunds & Timescales
In Stage 5 we’ll explain when your refund will be processed, how it will be paid, delivery-cost refunds and when a refund may be reduced following inspection of returned goods.
Refunds & Timescales
Once your return reaches us, we’ll inspect the goods and process any refund due as quickly as possible. This section explains when refunds are made, what is included and how your refund will be paid.
What Happens When We Receive Your Return?
When your returned goods arrive with us, we’ll identify the return using your Returns Number and carry out an inspection.
Depending on the product, we may check:
- The overall condition of the product.
- Whether there are scratches, marks or other damage.
- Whether there is evidence of use beyond reasonable inspection.
- Mileage or signs of outdoor use where applicable.
- Whether all components and accessories have been returned.
- Whether chargers, keys, manuals and other supplied items are present.
- Any other factors relevant to the condition and value of the returned goods.
We understand that goods purchased at a distance need to be reasonably inspected. A deduction is not made simply because a product has been opened or reasonably examined. We look at whether handling beyond what was necessary has actually reduced the value of the goods.
When Will I Receive My Refund?
Where you exercise your statutory right to cancel, we will make any refund due without undue delay and within the applicable statutory timescale.
For returned goods, we may withhold the refund until we have received the goods back or you have supplied evidence that you have sent them back, whichever occurs first.
Once we have processed your refund, the time it takes to appear in your account can also depend on your bank, card provider or payment service.
The statutory refund period is normally 14 days.
Where goods are being returned following cancellation of a distance contract, the refund must normally be made within 14 days from the relevant point under the cancellation rules. For returned goods, this will generally relate to when we receive the goods back or receive evidence that they have been sent back, whichever occurs first.
How Will My Refund Be Paid?
Refunds will normally be made using the same method of payment used for the original transaction, unless another method has been expressly agreed where appropriate.
For example, if you paid by debit or credit card, the refund will normally be returned to that payment method.
What About the Original Delivery Charge?
Where the law requires the original delivery charge to be refunded following cancellation of the entire order, the refund is limited to the cost of our least expensive standard delivery method offered for that order.
If you chose a more expensive or enhanced delivery option, any additional amount paid above our standard delivery cost does not normally have to be refunded.
What About the Cost of Sending the Product Back?
For a normal change-of-mind return, you are responsible for the direct cost of returning the goods to us, where this has been properly communicated to you.
If we arrange collection on your behalf, the applicable collection cost for a change-of-mind return may be payable by you or deducted from the refund where appropriate and agreed.
When a Refund May Be Reduced
If handling beyond what was necessary to establish the product’s nature, characteristics and functionality has reduced the value of the returned goods, we may make an appropriate deduction from the refund to reflect that diminished value.
Examples of What May Affect a Refund
Condition of the Product
Scratches, scuffs, dents, damaged bodywork, torn upholstery or other deterioration caused while the product was in your possession may reduce its value.
Excessive Use
Evidence that the product has been used beyond what was reasonably necessary to inspect and assess it may be taken into account.
Mileage & Outdoor Use
With mobility scooters and powerchairs, mileage, tyre wear, dirt, wheel marks or other evidence of meaningful outdoor use may indicate use beyond reasonable inspection.
Missing Parts or Accessories
Missing chargers, keys, footrests, armrests, cushions or other items originally supplied may reduce the value of the returned product.
Remedial Work
Where handling beyond what was necessary results in a genuine reduction in value and reasonable remedial work is required, this may be relevant when assessing the diminished value of the returned goods.
Any Deduction Will Be Based on the Returned Product
We don’t apply an automatic fixed deduction simply because a product has been returned.
Where we believe the value has been diminished, we will consider the actual condition of the returned goods and the reduction in value caused by handling beyond what was reasonably necessary.
A Simple Example
A mobility scooter that has been carefully inspected and returned complete and undamaged is very different from one that has been extensively used outdoors and returned with scratches, mileage, dirty tyres or missing accessories.
It is the actual effect on the product’s value that matters when assessing whether a deduction is appropriate.
These rules relate primarily to change-of-mind returns.
If you’re returning an item because you believe it is faulty, damaged, incorrect or not as described, different rights and responsibilities may apply. Please contact us rather than arranging a normal change-of-mind return.
Your Refund — Step by Step
1. Your Return Arrives
We identify your return using the Returns Number and information supplied with the parcel.
2. We Inspect the Product
We check the condition of the product and that the relevant parts and accessories have been returned.
3. We Assess the Refund
We calculate the refund due, taking account of the applicable consumer rights and, where relevant, any actual diminished value.
4. Your Refund Is Processed
The refund is normally returned using the original payment method. Your bank or payment provider may then require additional time for the funds to appear in your account.
Keep Your Proof of Return
If you arrange your own return, we recommend keeping your receipt, tracking information and any other evidence of postage or collection until your return has been received and your refund completed.
Faulty, Damaged or Incorrect Goods
In Stage 6 we’ll explain what to do if your product is faulty, arrives damaged, isn’t what you ordered or isn’t as described — and why these situations are different from simply changing your mind.
Faulty, Damaged or Incorrect Goods
If something is wrong with your order, please contact us. A product that is faulty, damaged, incorrect or not as described is treated differently from a normal change-of-mind return.
This distinction is important. If you simply decide that you no longer want a product, the change-of-mind provisions explained earlier in this policy apply. If the goods are genuinely faulty, damaged, incorrect or not as described, your statutory consumer rights may apply instead.
What Should I Do?
Please contact First Choice Mobility as soon as reasonably possible if you believe there is a problem with your order.
When contacting us, it helps if you can provide:
- Your name and contact details.
- Your order or invoice number.
- The name of the product.
- A clear description of the problem.
- When you first noticed the problem.
- Photographs or other information where this would help us understand the issue.
Contact Our Customer Services Team
Please tell us as soon as possible.
If your parcel or product appears to have been damaged during delivery, please contact us promptly so that we can investigate.
Where possible, please keep the product, packaging and delivery materials and take photographs of any visible damage. This information can be extremely useful when investigating damage with the carrier.
Received the Wrong Item?
If we’ve sent you a product that is different from the one you ordered, please contact us before using or returning it.
We’ll check your order and advise you on the appropriate next steps. Where the incorrect item has been supplied by us, we’ll deal with the return in accordance with your legal rights and arrange an appropriate solution.
Sometimes a Problem Can Be Resolved Quickly
Mobility equipment can occasionally appear to have developed a fault when the cause is something straightforward, such as a connection, setting, freewheel lever, battery charging issue or operating sequence.
Contacting us before arranging a return gives our experienced team an opportunity to understand the problem and, where appropriate, help resolve it without the inconvenience of returning the product.
Please Speak to Us Before Arranging a Repair
If you believe a product is faulty, please contact us before arranging for another company or individual to repair, dismantle or modify it. This gives us the opportunity to assess the issue and advise you on the appropriate course of action.
Goods Should Meet the Required Standards
Nothing in this Returns Policy is intended to limit your statutory rights. Goods supplied to consumers must meet the standards required by applicable consumer law, including being of satisfactory quality, fit for purpose and as described.
Problems Within the First 30 Days
Under the Consumer Rights Act 2015, consumers may have a short-term right to reject faulty goods within 30 days where the statutory requirements are met.
Whether this right applies will depend on the circumstances and nature of the problem. Please contact us so that we can understand what has happened and deal with the matter appropriately.
What If the Problem Develops Later?
Your consumer rights don’t necessarily end after 30 days.
Depending on the circumstances, you may be entitled to an appropriate remedy such as a repair or replacement. Further rights may apply if an appropriate remedy cannot be provided or is unsuccessful.
What About the Product Warranty?
Many products supplied by First Choice Mobility also include a manufacturer’s or supplier’s warranty.
A warranty provides additional contractual protection and operates alongside your statutory consumer rights. Your statutory rights are not replaced or reduced simply because a product is covered by a warranty.
Not every problem is necessarily a manufacturing fault.
Normal wear and tear, accidental damage, misuse, lack of appropriate maintenance or damage caused by circumstances outside the product itself may not constitute a product fault. We may need to inspect the product to establish the nature and cause of the problem.
How We Deal with a Reported Fault
1. Tell Us What’s Happened
Contact us with your order details and a description of the problem.
2. Initial Assessment
We may ask some questions, request photographs or carry out appropriate troubleshooting to help establish the nature of the problem.
3. Inspection Where Necessary
If the issue cannot be established remotely, the product may need to be inspected or returned so that the problem can be properly assessed.
4. Appropriate Resolution
Once the circumstances are established, we’ll deal with the matter in accordance with your applicable consumer rights and any relevant warranty.
Returning Confirmed Faulty or Incorrect Goods
The return arrangements for goods that are faulty, incorrect or otherwise do not conform to the contract are different from a normal change-of-mind return.
Where we are legally responsible for the return, we will discuss an appropriate return or collection method with you. Please contact us before paying to arrange your own return so that we can advise you on what to do.
Something Wrong? Here’s What to Do
✓ Stop using the product if continuing to use it could cause further damage or be unsafe.
✓ Make a note of the problem.
✓ Keep your order or invoice number handy.
✓ Take photographs if there is visible damage.
✓ Keep the packaging if the product arrived damaged.
✓ Contact First Choice Mobility.
✓ Don’t arrange an independent repair before speaking to us.
✓ Don’t pay to return a suspected faulty item before discussing the return arrangements with us.
Contact us first — we’re here to help.
Whether it’s a simple setup question, delivery damage or a genuine product fault, speaking to us first gives us the best opportunity to understand what has happened and find the appropriate way forward.
Returns at a Glance & How to Contact Us
In the final stage we’ll bring everything together with a simple returns summary, final checklist, Returns Form download and clear contact options so you always know what to do next.
Returns at a Glance
We’ve covered the returns process in detail above. Here’s a simple summary of the key things to remember and how to contact us if you need to make a return.
The Returns Process in 5 Steps
1. Contact Us
Tell us that you wish to make a return and provide your order details. For most distance purchases, you have 14 calendar days from receiving the goods to tell us that you wish to cancel.
2. Get Your Returns Number
We’ll provide you with a Returns Number so that we can identify your parcel and match it to your return request when it arrives.
3. Complete the Returns Form
Download and complete our Returns Form, including your Returns Number, and place it inside the parcel with your returned goods.
4. Return the Goods
Package the goods securely together with all parts, chargers, keys, manuals and accessories. For a normal change-of-mind return, you are generally responsible for the direct cost of returning the goods.
5. Inspection & Refund
Once the return reaches us, we’ll inspect the goods and process any refund due in accordance with this Returns Policy and your applicable consumer rights.
Quick Returns Reference
Changed Your Mind?
For most online and telephone purchases, tell us within 14 calendar days of receiving your goods.
Returning the Goods
Where exercising the statutory right to cancel, goods should normally be sent back within 14 days of telling us you wish to cancel.
Change-of-Mind Costs
You are generally responsible for the direct cost of returning goods following a normal change of mind.
Faulty Goods
Contact us first. Different rights and return arrangements may apply when there is a genuine fault.
Made-to-Order
Goods made to your specifications or clearly personalised may be excluded from the normal right to cancel.
Hygiene Products
Certain sealed goods may be excluded from cancellation rights once unsealed for health protection or hygiene reasons.
Download Your Returns Form
Contact us first to obtain your Returns Number. Then download and complete the Returns Form and include it with your returned goods.
Please don’t send your return without first contacting us and obtaining a Returns Number.
Contact First Choice Mobility
If you’re unsure about any part of the returns process, please speak to us before sending your product back.
First Choice Mobility — Tankerton
First Choice Mobility Ltd
156 Tankerton Road
Tankerton
Kent
CT5 2AW
Please contact us and obtain your Returns Number before sending or bringing goods to this address.
Final Returns Checklist
✓ I’ve contacted First Choice Mobility.
✓ I have my Returns Number.
✓ I’ve downloaded and completed the Returns Form.
✓ I’ve included all parts and accessories.
✓ Chargers, keys and manuals are included where applicable.
✓ I’ve packaged the product securely.
✓ I’ve kept proof of postage or collection where appropriate.
✓ My Returns Number and Returns Form are included with the goods.
This policy does not affect your statutory rights.
Nothing in this Returns Policy is intended to exclude, restrict or reduce any rights you have under applicable consumer law. Where your statutory rights provide greater protection than this policy, those statutory rights will apply.
Unsure? Please Ask Us.
Mobility products can be very different from ordinary purchases. If you’re unsure whether a product is suitable, whether it can be returned or what you need to do next, please contact us. Our team will be happy to explain the options available to you.
Administration Charges
| Orders under £30 | £6.00 |
| Daily Living Aids | £15.00 |
| Walking Aids | £15.00 |
| Chargers | £10.00 to £15.00 |
| Manual Wheelchairs | £25.00 to £200.00 |
| Bathroom Aids | £25.00 |
| Mobility Scooter | £50.00 to £200.00 |
| Recliner Chair | £50.00 to £350.00 |
| Power Chair | £50.00 to £200.00 |
| Bedroom Aids | £50.00 |
| Patient & Handling | £50.00 |
| Parts | £20.00 to £100.00 |
Return Address
Tankerton Showroom
First Choice Mobility Ltd.
156 Tankerton Road, Tankerton, Kent CT5 2AW
Returns Form
Download from HERE
