Thank you for shopping with Motion Mobility. We want you to be completely satisfied with your purchase. Please read our returns and refunds policy carefully, as it outlines your legal rights and our procedures in accordance with UK consumer law.

1. Your Right to Cancel (Online Orders)

If you are a consumer purchasing as an individual (not a business), you have a legal right to cancel your order within 14 days of receiving the goods, in accordance with the Consumer Contracts Regulations 2013.

To exercise your right to cancel, please notify us in writing (by email) within 14 calendar days of receiving your item.

Once we receive your cancellation request, you have 14 days to return the goods to us.

2. Exemptions to Returns

Please note that certain items may not be eligible for return, including Made-to-Order Items. Many of our products (such as shower chairs and stretchers) are made to order and customised to your specific requirements (e.g., cot sides, dimensions, padding). In accordance with the Consumer Contracts Regulations 2013, these items are non-returnable unless they are faulty, damaged, or not as described.

Any item that features drop down menus for such selection can only be returned for the reasons described above.

3. Condition of Returned Goods

Returned items must be:

• Unused and in their original packaging (unless faulty).

• In a sellable condition, with all parts, accessories, manuals, and labels included.

We reserve the right to deduct a reasonable amount from your refund if the item shows signs of excessive handling or use beyond what is necessary to inspect the product.

4. Faulty or Damaged Goods

If your item is faulty, not as described, or becomes defective within the warranty period, you are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.

Please contact us as soon as possible if you believe your item is faulty. We may require photos or other information to assess the issue and arrange a solution.

5. Refunds

If you cancel your order within the legal timeframe or return a faulty product, we will refund:

• The full purchase price.

• Standard delivery costs (if applicable), unless you chose an upgraded delivery service.

Refunds will be issued to your original payment method within 14 days of receiving the returned goods.

Please note: Return postage costs for non-faulty items are your responsibility.

6. How to Return an Item

To arrange a return, please contact us at:

Email: sales@motion-mobility.co.uk

Please do not return goods without contacting us first, as we will need to provide you with a return reference or specific handling instructions.