Returns Policy
Returns Policy
We want you to be completely satisfied with your purchase. If you are not happy with your order, please review the following information regarding returns and refunds.
14-Day Returns Window
Customers have the right to cancel or return standard items purchased online within 14 days of receipt under the Consumer Contracts Regulations. Items must be returned unused, in their original packaging, and in a resalable condition.
To initiate a return, please contact us in writing at support@midlandsmobility.com with your order number, reason for return, and whether you are requesting a refund or exchange.
Non-Returnable Items
Please note the following items cannot be returned unless faulty:
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Custom-made or special-order items
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Hygiene-related products (e.g., toileting equipment, slings, mattresses) where the packaging has been opened
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Items that have been assembled or used
If you are unsure whether a product is returnable, please ask before purchasing.
Faulty or Damaged Items
If an item arrives damaged or develops a fault within the warranty period, we will repair, replace, or refund it in line with the Consumer Rights Act 2015. Please report any issues within 48 hours of delivery.
Return Costs
Unless the item is faulty or incorrectly supplied, the cost of return postage is the responsibility of the customer. We recommend using a tracked or signed-for service as we cannot be held responsible for items lost in transit.
Refunds
Refunds will be processed within 14 days of us receiving the returned item, via the original payment method. If VAT relief was applied at purchase and a refund is requested for a non-eligible reason, VAT may be deducted from the refund amount.
For any queries regarding your order, payment, or returns, please contact our customer service team at support@midlandsmobility.com or call us on 0121 389 4912.