Refunds & Returns
If you would like to cancel your order before it is dispatched, please call us on 01904 690666 as soon as possible. We try to dispatch orders quickly so please be sure to let us know as soon as you can. If you have already received a dispatch confirmation email then your order has already been processed and dispatched.
Please note that once your order has been dispatched / delivered / fulfilled it cannot be cancelled and the below returns policy comes into effect.
RETURNING ONLINE PURCHASES
We hope that you are happy with your order, but if this isn’t the case we may be able to exchange the product for you instead, if you need to discuss anything please call us on 01904 690666 or email firstname.lastname@example.org
For purchases via our website you have the right to return your order within 14 calendar days of receiving the goods (the cooling off period). After this period we cannot accept any returns.
If you wish to cancel your order please follow the below process. We aim to make the returns process as straight forward as possible for you.
To cancel your order you must contact us via telephone or email to notify us of your decision to return where we will provide you with a returns reference number.
To receive a full refund the product(s) must be returned complete, unused, in an undamaged state and in the original packaging.
We will not refund you any supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us.
If the goods are not returned in their original condition, Able to enable reserves the right to charge for repair or replacement of any product(s). We’re happy for you to unpack the item and inspect it properly. However, if you’ve used or installed it we will only make a partial refund to cover the loss in value of the product. This could potentially be up to 50% of the price of the item.
Unfortunately we cannot accept returns on product(s) that are Made To Order, have been specially adapted to suit your requirements, or for products that can void Health & Safety regulations if used e.g. incontinence, bathroom or toilet products. A refund can only be given if the product(s) arrives faulty, damaged or incorrect.
RETURNING IN STORE PURCHASES
We hope that you are happy with your order, but if this isn’t the case we may be able to exchange the product for you instead, please call the store that the order was placed with on 01904 690666 (York) or 01423 880882 (Harrogate) or email email@example.com in the first instance.
If the goods are not returned in their original condition, Able to enable reserves the right to charge for repair or replacement of any product(s).
If you’ve used or installed the item, we will only make a partial refund to cover the loss in value of the product. This could potentially be up to 50% of the price of the item.
Unfortunately we cannot accept returns on product(s) that are Made To Order, have been specially adapted to suit your requirements, or for products that can void Health & Safety regulations if used e.g. incontinence, bathroom or toilet products.
This includes any vehicle supplied by us or vehicle adaptations installed or any item that is ordered or customised to the customer’s specification. This does not affect your statutory rights.
The ‘cooling off period’ does not apply to orders placed in our showrooms, once the order is fulfilled / delivered, none of this affects your statutory rights.
ARRANGING A RETURN
There are three options for returning your item(s) to us.
You can return your order to;
FAO Returns Department
Able to Enable ltd
York, North Yorkshire
The other options are a collection return where we will arrange a courier to collect the item(s) from you (if your order was over £60) or if the item(s) is heavy or requires dismantling we will arrange an engineered collection. The associated costs and details of these options are detailed below.
Where goods need to be dismantled to enable return we can arrange to send a mobility technician to collect the product from you at a convenient time.
- If this service is needed, please notify us by phone or in writing within 14 days of the product being delivered.
- By ordering this service you agree to pay a cost of £75.00 (confirmed beforehand) as an engineer service fee, this only covers our costs incurred.
- If your product(s) were delivered by Standard Delivery and you wish to return them via courier you’ll incur one of the following charges, depending on the product.
- PLEASE NOTE We regret that the following charges are incurred by ourselves when we arrange a courier to collect your item for you, so if you select a returns collection you are agreeing to pay the applicable returns fee.
- If you do not wish to pay the collection return fee, we are happy for you to make your own arrangement to return the goods to us.
Orders under £60 – Not available, please send your order back to us.
Daily living aids – £15.00
Walking aids – £15.00
Manual Wheelchairs – £20.00
Bathing aids – £20.00
Mobility scooters – £50.00
Riser Recliner chairs & Furniture – £50.00
Powered wheelchairs – £50.00
ALL REFUNDS WILL BE PROCESSED WITHIN 14 DAYS FOLLOWING THE RECEIPT OF THE GOODS BACK TO US.
DAMAGE ON DELIVERY
IMPORTANT – Goods damaged in transit must be reported immediately by signing the delivery note ‘Damaged On Arrival’. Please check the packaging for damage before you sign for the delivery. You MUST inform Able to Enable as soon as reasonably possible (ideally within 24 hours) of delivery/receipt of the goods that damage has occurred. Any damaged goods must be retained by the buyer for any inspection. Customers may be requested to supply photos of any damage sustained in delivery and dispatch in order for us to make a claim with the courier.
If any goods arrive damaged please contact us on 01904 690666 or email firstname.lastname@example.org as soon as possible.