Returns & Refunds Policy

We hope you’re happy with every purchase you make with Lifestyle & Mobility, but if this isn’t the case we hope to make the returns process as simple as possible.

Returning Something Purchased In-Store

• No refunds will be given on items purchased in-store unless the item is unable to fulfil its functions as stated in the relevant user literature to a reasonable standard (i.e. not just subject to cosmetic variation or similar).
• Likewise, Lifestyle & Mobility will not accept returns of products unless they are unable to fulfil their functions as stated in the relevant user literature to a reasonable standard (i.e. not just subject to cosmetic variation or similar)
• Any goodwill variations to the refund and return requirements shown above are entirely at Lifestyle & Mobility’s discretion.
• Unfortunately, we cannot accept returns on product(s) that are Made to Order, Bespoke, Special Builds or Prescriptive. Neither can we accept the return of products which can void Health & Safety regulations if used e.g. incontinence, bathroom or toilet products. Likewise, these items are ineligible to be refunded.
• An item can be bought back to store in person by the original buyer, returned by post (arranged by the customer) or via our collection service. Please note that, even if your product was delivered to you after being purchased in-store, it still constitutes an in-store purchase, and the cost and arrangements for the return will be borne by you, as the customer.
• If the product(s) are not returned in their original condition with all necessary packaging, we reserve the right to charge for repair or replacement of any product(s) or packaging
• If you have a faulty product which you bought in-store, please contact the store you purchased it from. Be sure to have your receipt or proof of purchase to hand. Whenever possible, we will send an engineer to you as long you are within a 20-mile overland radius of that store. Where possible we will also lend you a loan product. However, we cannot always guarantee loan product availability. Unfortunately, neither can we guarantee you a like-for-like product.

N.B.  If you are taking responsibility for returning the product yourself, e.g. via courier, Lifestyle & Mobility strongly suggest that you provide us with images of the product’s condition prior to sending it back, and that you take out shipping insurance. Failure to do this may impact the amount which you are refunded.

Returning Online Purchases

N.B. as per our legal obligations, our online returns policy also applies to purchases made through other “distance selling” channels – namely phone and mail orders

Cancellation

If you wish to cancel your order before we’ve despatched it, please call 02081 597070 to request cancellation. We try to dispatch things very quickly so if you need to cancel your order please do so as soon as possible.

Damaged Items

• In the interests of minimising any deductions to prospective refunds for products for which returns within the 14-day cooling-off period are requested, Lifestyle & Mobility will need to receive notification, with photographic evidence, within two hours of taking receipt of a distance order
• Any photographic evidence of products having been received in damaged condition, must be sent as an email attachment to online@lifestyleandmobility.co.uk within two hours of goods being logged as signed for by the relevant courier
• If this is not done, Lifestyle & Mobility retain the right to make deductions from any refund which may be given, proportionate to loss of resale value on your product(s)

The Returns Process

Please note once we have despatched an item(s) to you, the delivery cannot generally be cancelled. Instead, the below returns process comes into effect, along with its charges.

Returns and Refunds Within the 14-Day Cooling-Off Period

• Within 14 days of receiving a product which is considered a “distance purchase” you have the right to return it for a refund without providing a reason.
• To ensure eligibility for a refund, you must notify us of your intent to return your order within 14 calendar days of receiving the goods. We must then receive the returned order no more than 14 calendar days after being advised of your intent to return.
• Should you wish to notify us of your decision to return, you can contact us by any of the three options shown below.

    Telephone: 02081 597070

    E-mail: online@lifestyleandmobility.co.uk

    Postal Address: Lifestyle, Units 20-22, Eastgate Shopping Centre, Southernhay, Basildon, SS14 1JJ

• Should you want Lifestyle & Mobility to collect an unwanted product within the 14-day cooling-off period, there is a £250 collection fee (this will be deducted from the final refund amount, with any extra needing to be covered by you before a refund can be initiated)
• Please be aware that, for purchases of mobility vehicles or mobility furniture for end users in Wales or Scotland, at present, we require a fixed fee of £250 towards the costs of returning an item to us.
• In the event of Lifestyle & Mobility having already bought in and taken delivery of a product; ordered by you; from the manufacturer and been advised of your wish to cancel, a £175 administrative fee will be required for any such cancellation to take place. The company will, on request, provide a copy of the relevant parts of the delivery document for said product. Certain pieces of commercially sensitive information from the delivery document may be redacted at the sole discretion of the company.
• As standard practice, we also charge a 20% re-stocking fee on all online returns.
• Note that, outside the cooling-off period, the right to return the product applies only where the product is faulty, a “faulty” item is defined as one which is unable to fulfil one or more of the advertised functions in the most recent user literature, e.g. if a mobility scooter arrives without functioning steering, to give one representative situation; unfit to fulfil the core functions advertised; or substantively different to the description provided by our company.
• Outside the cooling-off period, both the £250 standard return fee, and, if applicable, the £250 distance shipping surcharge, continue to apply.
• For collection of unwanted products within the 14-day cooling-off period, if the product is to be collected from within 20 miles of one of our stores, that collection fee will be reduced to £80
• Only once your product returns to one of our stores will we initiate the refund process.
• To receive a full refund the product(s) MUST be returned complete; without wear and tear exceeding what might occur in a showroom over the time period which they have been in your ownership; and in the original packaging, or packaging of equivalent quality.
• If the product(s) are not returned in their original condition, Lifestyle & Mobility reserves the right to charge for any or all of the following: loss of value, repair, and replacement of any product(s).
• If on return of the goods, we find that necessary packaging is missing then we reserve the right to charge an £80 fee to repackage the product(s).
• Unfortunately, we can neither accept returns, nor provide refunds on product(s) which are Made To Order, Bespoke, Special Builds or Prescriptive.
• Nor can we accept returns or refunds for products which can void Health & Safety regulations if used e.g. incontinence, bathroom or toilet products. For incontinence products a refund can only be granted if you haven’t opened the outer packaging/wrapping.

N.B.  If you are taking responsibility for returning the product yourself, e.g. via courier, Lifestyle & Mobility strongly suggest that you provide us with images of the product’s condition prior to sending it back, and that you take out shipping insurance. Failure to do this may impact the amount which you are refunded.

End User Deceased

First and foremost, Lifestyle & Mobility would like to express sincere condolences to you and all others who were close to the deceased.

• In the unfortunate event of the end user passing during the 14-day distance sale cooling-off period, our refund and return procedures are adjusted from the norm. To confirm eligibility for a refund, we are legally obligated to check that the refund request is being made by the correct legal beneficiary or executor of the estate. Likewise, we are legally obligated to ensure that any money to be refunded will go to the correct legal beneficiary or executor of the estate.
• To meet these obligations, we will require a copy of the death certificate

Any physical documentation should be sent to our head office, addressed as per the below:

FAO Distance Selling Customer Service Department,

Lifestyle,

Units 20-22

Eastgate Shopping Centre

Southernhay

Basildon

Essex

SS14 1JJ

Please also include an order number, surname or postal code within the refund request letter

(A digital copy is acceptable, please email these to customerservice@lifestyleandmobility.co.uk)

• Additionally, we will require a copy (digital or physical) of one of the following documents:
• The page of the will showing the executor or beneficiary
• A copy of probate
• A copy of the Letter of Administration
• If none of the above three documents are held, we will issue a refund on receipt of a covering letter signed and dated by you, to the effect that that any third party claiming a refund will be referred to yourselves
• The refund procedure will be initiated within 3-5 working days of receipt and acceptance of all documentation

Faulty Goods Procedures

• If your goods are out of warranty, we can still deal with repairs for you, so long as long as parts are still available. Please Email us on online@lifestyleandmobility.co.uk
• For the purposes of our ‘Faulty Goods Procedures’ a “faulty” item is defined as one which is unable to fulfil one or more of the advertised functions in the most recent user literature, e.g. if a mobility scooter arrives without functioning steering, to give one representative situation.
• If your goods are faulty whilst under warranty, we will fix them. You can either bring your product(s) to one of our retail stores or send them to us via courier. If you do choose to send them by courier they must be well-packaged and secured on a pallet if they do not fall within the hand-held size range. This is in the interests of health and safety for those moving and handling the goods. Please also note that we will not accept responsibility for any damages incurred during the process of returning the goods to ourselves. If you prefer, Lifestyle & Mobility can arrange collection of faulty goods, at a variable charge of £80 for products within 20 miles of one of our stores, £250 for products outside that radius, and with a further surcharge applied for certain locations within the UK
• Please be aware that, for purchases of mobility vehicles or mobility furniture for end users in Wales or Scotland, at present, we require a fixed additional fee of £250 towards the costs of returning an item to us.
• Please note that the above charge reflects the discounted nature of online purchases, as it is not applicable for in-store purchases, making it one of the major cost differentiators.
• You will also need to allow us adequate time to fix your goods. This includes acceptance of the fact that wait times for parts from manufacturers may be substantial, for reasons beyond our control. For our part, we will strive to do everything that could be reasonably expected to make all repair work undertaken run as quickly as possible.
• Please note: All new scooters/powerchairs purchased in-store come with a 12-month warranty on batteries. If you purchase a scooter/powerchair online the battery warranty is 6 months.
• If you need to apply for a warranty, please email online@lifestyleandmobility.co.uk with a subject line of ‘Warranty’. We shall respond to all such applications within 7 working days.

All refunds made by Lifestyle & Mobility will be completed within 30 days following our receipt of returned goods.

Addendum: Customers’ Products Left On Site

The Company (Lifestyle & Mobility) may, in the course of business, find itself in extended possession of products purchased by customers. There are various terms and conditions which apply in such circumstances. These are outlined below: 

Limitations of Company Liability for On-Site Customer Products 

• When customers’ products are on Company premises, the Company is unable to accept any responsibility for products in the event of accidental damage, theft, vandalism or force majeure. All customer products are left on company property at their owners’ risk in regard to the above. 

Terms and Conditions for Extended Unclaimed Product Storage 

• Should a product ordered through a distance sale be delivered to Company premises, the Company will make reasonable efforts to contact a customer to advise them that it is present and ready for them to take ownership of. However, if, after three months, the Company has yet to be successful in reaching the customer to confirm that delivery or collection of the product will take place, the Company reserves the right to levy storage fees and/or bill the customer for the disposal of said product in whole or in part. Note that, in the event of customer death, the Company reserves the right to levy the above charges on their legally defined next of kin. 

• The storage fees which the Company may apply at its sole discretion after the three-month window referred to above will be as follows: £10 per week (in whole or in part) per product. 

• The disposal fees which the Company may apply at its sole discretion on products after the three-month holding window are uncapped. Not that a primary reason for this is that due to the nature of some of the products we sell, it would be irresponsible of the Company to hold them indefinitely, e.g. lithium batteries. Disposal of the most potentially hazardous products which the Company sells also incurs some of the highest charges of any waste disposal procedure we may be required to undertake. 

• Please note also that, should a product purchased through non-distance selling be left unclaimed at Company premises for over three months, any or all of the above terms and conditions for extended unclaimed product storage may be applied at the sole discretion of the Company. 

Should you have further questions regarding our Terms and Conditions, please email us at online@lifestyleandmobility.co.uk and we will endeavour to give you clarification.