Site Terms and Conditions

Site Terms & Conditions

Terms and Conditions
Terms and Conditions of Sale
Tax Charges
VAT at the current rate applies to all orders dispatched for delivery within the UK.
Claiming VAT Exemption
If you believe you are exempt from VAT due to having charitable status or on medical grounds you may claim VAT exemption during the checkout process. HM Revenue and Customs require us to keep on file a signed VAT exemption form that you can download and print from our website. Initially the VAT will be charged to your order, however it will be refunded by us immediately upon receipt of your signed VAT form in the post. For orders being paid by cheque or postal order, please include the signed VAT form with your payment, and no VAT will be charged.
VAT is applicable to all delivery and insurance charges.
Guarantee/Warranty
Unless otherwise stated, all items sold by Classic Mobility carry a 12 month manufacturer’s warranty which covers free of charge repair if a defect or manufacturing fault is diagnosed and confirmed. The repair of any faults determined to be due to user error, damage or negligence will be chargeable.
General warranty exclusions:
• Parts which need adjustment, re-setting, replacement or repair due to abuse, fair wear and tear or to suit the individual needs of the user i.e. tyres, lap belts, bulbs, plastic shrouds and upholstery (damaged post receipt), motor bushes, normal battery degradation, wheelchair brake adjustment, circuit breaker resetting, resetting user-induced problems on riser-recliners – cleared by disconnecting/re-connecting hand control etc. Where call-outs occur for such items the purchaser will remain liable for the call-out, parts and labour costs. However, we will do our utmost to minimise these by talking through problems in depth before arranging to visit. Experience shows that many problems can be attributable to a lack of user familiarity and can often be overcome with some simple fault diagnosis and guidance on the phone.
• Damage attributable to misuse, negligence or accident for which we cannot be deemed responsible.
In the case of defect or fault
Contact us for diagnosis, and repair of the product. You are responsible for returning the product to ourselves for warranty repair if it was purchased in store. If you paid for hand delivery when making your purchase, we will collect your product for warranty repairs and return it to you free of charge. In the case that the fault is deemed to not be a manufacturing defect, but rather attributable to accidental damage, misuse, negligence or failing to follow the manufacturer’s instructions for use, care and maintenance, then a call out charge and return fee will be chargeable, as well as the applicable parts and labour costs to rectify the issue. All costs will be quoted to you before any work is done.
If you wish to return an item, then you have a duty to take reasonable care of them so that they may be re-sold as new. You are responsible for safely returning them to Classic Mobility at your own cost. Please note that if you wish to return bulky or large items the cost of returning the item to us may be high, depending on the method of carriage you use, this could exceed £100 for very large items.
We recommend that you return items using a tracked/signed delivery for your protection, and include a letter or cancellation slip with the returned items, as the burden of proof of both cancellation and return lies with you, the consumer. To claim under these terms we ask that you take care when inspecting your purchase, and take care when repackaging the product for return. If you wish to return a product, please return items in their original undamaged packaging. Otherwise the refund may not be issued.
If you would like, Classic Mobility can arrange collection of the product for you, however there will be a charge for this, which varies dependant on the item being collected. Please contact us to discuss your specific return. For faulty items please contact Classic Mobility to arrange collection for repair or replacement dependent on time elapsed as per the Consumer Rights Act free of charge. If you do not contact us for collection of faulty products, the cost of the carriage will not be refunded to you.
As per the Consumer Rights Act, you can expect your product to be of a satisfactory quality, fit for a particular purpose and match the description, sample or model.
Exceptions to the right to cancel:
Products that are specifically tailored to the individual and/or ordered in bespoke or personalised for you are excluded e.g. rise & recline chairs in a size/fabric of your choice, powered and manual wheelchairs made to your specific requirements etc. Please note we cannot take returns of any Bathing / Toileting / Incontinence aids due to cross contamination. Please contact us if you are unsure if this applies to your order.
Following the above guidance, please send any returns to:
Classic Mobility
15 Church Street
Hertford
SG14 1EJ
Classic Mobility complies fully with the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013
Returns Policy
If you wish to return an item purchased in store, or during an in home demonstration, you have 28 days in which to do so. In most cases, (such as if an item was ordered in for you to purchase), the return will be subject to a 25% restock fee. It is the customers responsibility to return the goods at their expense. The returned goods must be in/with all the original packaging, be clean and unused.
If the return is due to missing or faulty parts then we will repair, replace or refund, please notify us of this as soon as you notice the fault.
Our Code of Practice for Complaints
We hope that you are pleased with any purchase you have made or service you have received from Classic Mobility and that you will never have reason to complain – but if there is something you are not happy with we encourage you to tell us about it so that we can try to put things right.
Complaint Handling and Dispute Resolution Process
Contact Us Straight Away
In the first instance please call or email any of our staff for the quickest response. If you call us, we will try to sort out your complaint while you are on the phone. Where this isn’t possible we will agree a course of action and advise you of a timeline.
Classic Mobility
15 Church Street
Hertford
SG14 1EJ