Help and Support
Here at Mobility Experts we understand the difficulties people often face when trying to find the right solution for their needs, This is why you can reach us by phone 6days a week for friendly free advice, or contact us with a question on our contact us page.
Shipping / Delivery
Express Courier Delivery
We aim to have your order with you as quick as possible, Anything ordered from mobility experts by "Express Courier Delivery" will be shipped as soon as possible using a "signed for" courier service. Mobility Experts reserves the right to select the service that they find most appropriate and cannot Guarantee Delivery Dates.
Engineer Delivery / Assembly / Home Warranty
We realize that for many of our customers, receiving large, heavy items by courier and assembling them themselves is a daunting task, so we have introduced a new delivery service specifically for items like scooters, power chairs, rise and recliner chairs and beds.
Our "Engineer Delivery / Assembly / Home Warranty" includes the following:
-an engineer to deliver your new item to you,
-assemble it,
-remove all of the packaging,
-set it up specifically to your needs,
-run through basic operation,
-and for 1 year you will have free warranty call outs (please note if a call out is made and it is not covered by the warranty, a call out fee may be charged)
please not: This delivery service is offered to mainland UK only, Excluding the outer Hebrides and highlands. Delivery will be arranged at a time to suit the customer, Although we strive to deliver your item as soon as possible occasionally delivery may take up to 14days presuming the item is in stock, this is to allow us to include the delivery within a route of other deliveries in your area.
Dispatch
We aim to dispatch orders as quickly as possible, occasionally items are out of stock, in these cases mobility experts may attempt to have your item shipped directly from the manufacturers. If the manufacturers are out of stock we allow up to 28 days for the item to come in stock and continue to process the order as normal. If we foresee the item been out of stock for longer than 28 days our customer service department will contact you to advice on options.
Returns
At MobilityExperts.co.uk our priority is to ensure that you are highly satisfied with your purchase. In the unlikely event that you are not, please feel free to return your goods within 7 days from the date you received your goods for a full refund, providing it is returned unused with its original condition, packaging and has all its labels still attached and a valid receipt/proof of purchase.
It is your responsibility to ensure that the item is returned to us in a safe and secure manner, and in the event of a refund or exchange, in saleable condition (in original packaging and including all warranty cards, manuals and accessories).
We regret that we are unable to offer any refund without a valid receipt/proof of purchase.
Refunds will be processed using the same method of payment used for the original purchase. Credit & debit card refunds must be made to the card used for the original purchase, cheque payments will be refunded in cash or cheque but due to banking restrictions can only be refunded at least 14 days after the original purchase date.
Returning your purchase by post
All returns must be sent signed for and insured for the full value of
the goods. Goods must be returned in their original unused / unworn
condition complete with all tags, literature and packaging.
It is your responsibility to ensure that the goods reach us safely.
To return your purchase by post please notify the returns department by email or by telephone on 01472 488599 stating whether you would like a refund, exchange or have a warranty issue. Please provide us with details of why you wish to return your purchase, as your input is invaluable to us when reviewing the products we stock.
Send your goods securely packaged by a recorded delivery method, including a copy of your receipt and a returns note to:
Mobility Experts Returns
11-13 High Street
Cleethorpes
DN35 8LA
Potential Warranty Claims
If you feel your goods are
faulty, please contact our Returns Department by email or by telephone
on 01472 488599 to obtain a warranty returns number.
If you do not have a returns number this may delay the warranty inspection & possible warranty claim on your goods.
Upon receiving your goods we will carry out a warranty inspection and contact you within 48 hours. We will notify you of one of the three following outcomes.
- Its faulty – We will replace, refund or repair it*.
- Its not faulty - It has been misused or the damage is fair wear and tear.
- It needs further investigation – We are sending it to the manufacturer for an expert opinion. This may take up to 28 days, especially if we have to send it overseas.
*If the fault is only minor and can easily be put right, we may choose to repair the item.
A repair will be carried out within a reasonable period of time and without causing you significant inconvenience. Any repair should restore it to a satisfactory condition.
If the item cannot be replaced or repaired economically and we or the manufacturer have the item in stock we will try to replace your faulty item. If it is out of stock we will refund you. In some cases we may make a reduction from the price you paid to allow for the use you have had from the item before the fault occurred.
Proof of purchase is also required with all potential warranty claims. Our policy does not affect your statutory rights. Full details of which can be obtained from www.consumerdirect.gov.uk or your nearest Trading Standards Department or Citizen’s Advice Bureau.
