Company Details

Company Name : Mobility Centre Postal Letters : Mobility Centre, 92a High Street, Orpington, Kent, BR6 0JY Contact phone number : 0800 043 0348

VAT Relief

Individuals who are chronically sick or disabled and whose products are for personal use, or charities where the products are made available to a disabled person for their own personal/domestic use, may be eligible for VAT Relief.

To quality for VAT Relief you must ensure that the VAT Relief checkboxes are selected at checkout, along with stating the precise medical condition. Assuming you meet the criteria, VAT will not be added (unless a particular product has compulsory VAT).

Orders that are received without ticked exemption will incur the VAT charge which will be highlighted clearly to you through our shopping calculator.

Completed VAT Relief Declarations by customers are accepted as prima facie evidence by the Company that a valid medical condition exists for exemption under The VAT Act, and no VAT will be charged on the goods purchased. If, at a later date, HMRC disputes the validity of the medical condition, you will be liable to pay the appropriate VAT that should have been applied. Under these circumstances, Mobility Centre reserves the right to demand that you pay the VAT amount that is due.

Customers in other EU countries may have to pay VAT depending on location. Customers outside of the European Union do not pay any VAT.

The VAT/sales tax shown in the basket and in our checkout is meant as a guide. The final VAT/sales tax amount will be shown on the printed invoice received with your items.

Damage On Delivery

Goods damaged in transit must be reported immediately by signing the delivery note 'Damaged On Arrival'. You MUST inform Mobility Centre as soon as possible on the SAME DAY as delivery/receipt of the goods that damage has been made. Any damaged goods must be retained by the buyer for any inspection. If the delivery note is signed without the comment 'Damaged On Arrival' the seller cannot be held responsible for damages. Customers may be requested to supply photos of the damage sustained in delivery and dispatch.

Guarantee

If products are faulty

It's our legal duty to supply products that are fit for purpose and meet satisfactory quality requirements.

As a customer, it's your legal right to receive either a refund, repair or replacement for products that are either faulty or not what you expected as per the Consumer Rights Act.

We'll offer resolutions based on the timelines outlined in the Consumer Rights Act 2015 for products purchased from 1st October 2015 onwards, and those outlined in the Sale of Goods Act for those bought prior to this date.

You can get advice regarding your legal rights from your local Citizens Advice Bureau or Trading Standards office. Nothing in these terms will affect your legal rights.

The manufacturers will supply a warranty in addition to your rights under the Sale of Goods Act. You will normally receive a 1 year warranty which covers parts and labour (some exceptions will apply please refer to the individual owner's manual). If an engineer call out is required then a charge will be made in advance which will be refundable if a manufacturing fault is confirmed.

Please also note that our warranties only cover domestic use; items for use in commercial properties might not be covered.

Our warranty does not cover items used outside of the UK mainland and does not include the cost of the hire of a replacement product(s). For items purchased outside of mainland UK, we can provide a return to base warranty at our discretion and at your cost.

Our warranties provide coverage only if you maintain or use the product as directed. For example, our warranty covers only personal uses - as opposed to business uses - of the product. If there are multiple users of the product then we would not cover any product faults. Please note that if you have made any modifications to the product then this invalidates the manufacturer's warranty and Mobility Centre's guarantee. 

General

The contract made between us and all our and your rights and obligations shall be governed by English law and any disputes arising under it shall be heard in the English Courts.

Complaints

If you have a complaint about Mobility Centre UK you can contact us in writing as follows:

By Writing us a letter: Customer Services Mobility Centre 92a High St, Orpington BR6 0JY By calling us on 0800 043 0348 By emailing us at cs@mobilitycentre.uk.com

If you are not satisfied with the outcome of your complaint, you are entitled to pursue alternative dispute resolution by referring your complaint to the BHTA, Suite 4,6, 4th Floor, The Loom, 14 Gower's Walk, London, E1 8PY. Telephone number 0207 702 2141 Email address is info@bhta.com

Descriptions

Every effort has been taken to ensure that the products supplied by Mobility Centre correspond as closely as possible to the pictures illustrated on our website and brochure, but they may vary due to the unique characteristics and variation of materials. Mobility Centre are not responsible for any such variations, including but not limited to the following:

• Product colour and shade may vary from one manufacturing batch to another.
• Fabric patterns are not matched unless stated on labelling.
• Leather is a natural material with unique characteristics such as shade variation, random scars and blemishes.

We reserve the right to make any changes to product descriptions/specifications (internal or external) and any other changes where necessary. Please check the details of the products shown on promotional publications or offers before ordering as products may differ from catalogue to website to store.

Privacy Policies

Mobility Centre are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the General Data Protection Regulation "GDPR"). We collect information about you for two reasons: firstly, to process your order and secondly to provide you with the best service possible.

The type of information we will collect about you when you place an order or register on our website includes:

• Address
• Phone number
• E-mail address

This information is stored on our internal systems and our website simply verifies you as a customer of Mobility Centre. We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by contacting us. If you find any inaccuracies we will delete or correct it promptly. The personal information that we hold will be held securely in accordance with our internal security policy and the law. We may use technology to track the patterns of behaviour of visitors to our site. We use the information you provide for the following purposes:

• Aid strategic development
• Audit usage of the site
• Providing the best possible service processing any orders you may have made
• Providing you with information about products and services we offer

If you have any questions or comments about your privacy you can e-mail us: cs@mobilitycentre.uk.com.

Mobility Centre maintains a strict privacy policy in full accordance with the GDPR.

We expect you to maintain the confidentiality of your user name and password for your Mobility Centre account.

Unless otherwise stated, all rights, including copyright, in the content, text and graphics of these Mobility Centre web pages are owned and controlled for these purposes by Mobility Centre. You are not permitted to copy, broadcast, download, store, transmit, show or play in public, adapt or change in any way the content of these Mobility Centre pages for any other purpose whatsoever, in any medium, without the prior written permission of Mobility Centre.

Uses Made Of Information

We use information held about you in the following ways:

• To ensure that content from the website is presented in the most effective manner for you and for your computer.
• To provide you with information, products or services that you request from us or which we feel may interest you, where you have consented to be contacted for such purposes.
• To carry out our obligations arising from any contracts entered into between you and us.
• To allow you to participate in interactive features of our service, when you choose to do so.
• To notify you about changes to our service.
• We may also use your data, or permit selected third parties to use your data, to provide you with information about goods and services which may be of interest to you and we or they may contact you about these by post.

If you are an existing customer, we will only contact you by email or post with information about goods and services similar to those which were the subject of a previous sale to you.

If you are a new customer, and where we permit selected third parties to use your data, we (or they) will contact you by pos.

If you do not want us to use your data in this way, or to pass your details on to carefully selected third parties for marketing purposes, please tick the relevant box on the payment form, or if you are an existing customer email us on cs@mobilitycentre.uk.com requesting to "opt out from third party mailings".

Your Consent

By submitting information to Mobility Centre you consent to the collection and use of this information by Mobility Centre and its Service Provider (if any) in the fulfilment of your order.

By entering into an agreement with us when you place an order you have consented to this use of your data (where applicable). You may ask us at any point not to share your information with third parties for this purpose by contacting cs@mobilitycentre.uk.com and providing your customer name & address.

If we decide to change our privacy policy we will post changes on our web page so that you are aware of what information we collect, how we use it and under what circumstances we disclose it.

Data Security

We have designed our site to protect the information we collect online from unauthorised access. We safeguard your private information by implementing the appropriate physical, electronic and managerial procedure necessary to protect your privacy. To further protect your security, we also take the reasonable steps to verify your identity before granting access to your personal profile or making data changes. We are committed to protecting your privacy and have security measures in place to prevent unauthorised access to and disclosure of your personal information.

Disclosures

We occasionally make our mailing lists available to carefully selected companies that we feel will be of interest to our customers. Please note: we never release phone numbers or email addresses. 

However, we will not pass your information to any third parties without your permission. You can also e-mail us to stop receiving information about us or to find out more information about our Privacy Statement by e-mailing us: cs@mobilitycentre.uk.com

Improving Our Service

To better tailor our services to our customers' needs, we use nonidentifying and aggregate information to help us make decisions on how to improve Mobility Centre. We also share this generic information with our advertisers and other interested, reputable parties with whom we have established a formal business relationship. For example, we may tell advertisers which areas of the site have received the most customer traffic overall, or more specifically, how many customer types have visited certain pages. However, we do not disclose the identifying information of individual customers with advertisers. We also do not use or share the personally identifiable information submitted to us by any other means without providing our customers the choice to opt-out or otherwise bar such unrelated uses.

Online returns

If your item was bought online, over the phone or by mail order, as a customer you have consumer returns rights under the Consumer Contracts Regulations.

The Consumer Contracts Regulations gives you a cancellation period that starts the moment you place your order and ends 14 days from the day you receive your goods.

You then have a further 14 days from the date you notify us that you'd like to cancel your order to return the goods to them.

Goods that are to be returned should be returned unused, in original packaging and in a saleable condition.

Online & Distance Selling returns additional rules

Goods & services may have different returns regulations. Please consider when ordering that should you potentially wish to return a product, goods that are bespoke made will not be available for return.

If you have contacted us and we have sent you a quotation on a product or service. Should you subsequently contact us and place an order from the quotation you may not have the same distance selling cooling off rights.

Faulty goods

You have the legal right to return your faulty good within 30 days of receiving it. Please note that faulty goods are not considered faulty if the problem has arisen from customer misuse or accidental damage. Your warranty won’t cover wear and tear items. These items won’t be considered faulty if spoiled. These include things like tyres, bulbs, & batteries. An example would be that a mobility scooter punctured tyre would not be a warranty item or considered to be faulty goods. Other exemptions are include if you knew an item was faulty when you bought it. Damaged an item by trying to repair it themselves or getting someone else to do it

Returning faulty goods

Your consumer rights for returning goods falls under the Consumer Rights Act (which replaced the Sale of Goods Act in October 2015). 

The Consumer Rights Act gives you the statutory right to return something if it's faulty. You have the legal right to return your faulty good within 30 days of receiving it. Your consumer returns rights after 30 days.

If you don't reject the goods within the first 30 days, and find a fault within the first six months of possessing your faulty goods, you'll need to give us a chance to make a repair or replacement. If we chose not to repair or replace a refund may be offered.

After six months

After the first six months, we require you to prove the fault you've found was present at the time you purchased the goods in store or first took ownership of it if you bought it online.

After twelve months

Most of our products have a maximum of 12 months warranty. After the warranty period you have no rights to return. We may however offer to purchase or part exchange your existing product.

Store returns or exchange policy

We may choose to provide a 'goodwill' returns policy offering an exchange, refund or credit note for some returns. 

You can only return store-bought non-faulty goods for an exchange or refund when expressly approved from the management. We aren't required by law to have a returns policy.

You can also ring the shop customer services line to find out its returns policy.

Remember that if you're trying to return an unwanted item purchased online, you have additional statutory rights to return it under the consumer contracts regulations.

We impose time limits for returning non-faulty products, to 14 days. Goods that are to be returned should be returned unused, in original packaging and in a saleable condition. These returns will still need to be authorised by our management.

Items that can't be returned

We have policies which stipulate that the management may accept nonfaulty returns, as long as items are unused and in original condition with their undamaged original packaging. But there are some returns exceptions worth knowing about. We will refuse returns if the seal or packaging has been broken. You won't usually be able to return an item if it's perishable. If an item has been made to order or personalised, you will not be able to return it.

What do you need for returns

Normally we will only exchange or give you a credit note, however, the management may offer a refund. You can only return the goods if you are the person who bought the item originally from us even if the item proves to be faulty.

• A receipt - always keep your receipt and take it with you.
• The card you paid with - if you paid for an item on a debit or credit card, take it with you when you return the item. This is especially important if you want a refund as its often credited to the card you paid with.
• The original packaging – it is important we have the item’s original packaging returned. Even down to the pesky cable ties.

Can you exchange or get a refund without a receipt?

If you simply change your mind, we have no legal obligation to give you your money back, should you return an item without a receipt. However, we may still offer an exchange or credit note, so it’s always worth asking. If your goods are faulty and you don't have the receipt, you still have the right to a repair, refund or replacement as under the Consumer Rights Act. You just need to show proof of payment, such as a bank statement with the transaction on it.

Do I have to accept a credit note for a return?

Our returns policy may state that customers will only receive a credit note or vouchers, but this should only apply where the item is unwanted. Our returns policy doesn’t require customers to take vouchers where an item has been returned because it is faulty.