Returns Policy

Policy Details

Returns & Cancellation Policy 

At First Choice Mobility, we offer a 14-day cooling-off period (calendar days) in accordance with UK consumer law. During this time, you may inspect the goods and determine their suitability.

How to Request a Return

To exercise your right to cancel or return goods within the 14-day cooling-off period, you must notify us:

• By telephone: 01843 292136

• And in writing, either by:

• Email: [email protected]

• Post: First Choice Mobility Ltd, 156 Tankerton Road, Tankerton, Kent CT5 2AW

Once we receive your request, we will issue a Returns Number and provide a Returns Form. These must accompany the goods when returned.

Returning the Goods

• Goods must be returned within 14 days of notifying us of your intention to return.

• Returns are at your own cost. You may:

• Arrange your own return to one of our showrooms, or Request that we arrange collection (a collection charge will apply).

• A Returns Form and Returns Number must be included with all returned items. Failure to do so may result in goods being untraceable.

Condition of Returned Items

All items must be:

• Unused and in their original condition

• Complete, undamaged, and in original packaging

If returned goods are incomplete or not in original condition, we reserve the right to deduct reasonable costs for repair, replacement, or loss in value. This may include:

• Cost of parts or materials

• Labour charges

• Administrative handling fees

Non-Returnable Items

The following items cannot be returned, unless they are faulty, damaged, or incorrect:

• Made-to-order or bespoke products, e.g., powerchairs, wheelchairs, rise and recline chairs

• Health and hygiene products, e.g., incontinence items, bath lifts

These exclusions are due to product customization or hygiene regulations and are conditions imposed by our manufacturers.

Refunds

• Refunds will be processed within 14 days of receiving returned goods.

• We regret that we cannot refund any “Delivery and Setup with Warranty Callouts” package if the product is returned or rejected during the cooling-off period.

For full details of our return-related administration charges, please refer to the list at the end of this policy or contact our Customer Services team.