Returns Policy
At NPM Mobility Aids, we want you to be completely satisfied with your purchase. If for any reason you are not happy, please review our returns policy below.
Online Store Returns Policy
You have the right to return most unused items within 14 days of receiving your order for a refund or exchange, in line with UK consumer law.
To be eligible for a return, items must be:
- Unused and in original condition
- In original packaging where possible
- Returned with proof of purchase
We reserve the right to refuse returns if the item has been used, damaged, or is not in a resalable condition.
Non-Returnable Items
The following items are non-returnable unless faulty:
- Custom-made or bespoke products
- Personal care items or hygiene-related products once opened
- Batteries unless faulty
- Clearance or sale items
- Special order items
Mobility Scooters & Wheelchairs
For larger items such as mobility scooters, powered wheelchairs, and manual wheelchairs:
- Returns must be requested within 14 days of delivery.
- The item must not have been used outdoors unless faulty.
- Collection charges may apply for large item returns.
- Any damage caused after delivery may affect your refund.
If the product has been assembled or customised at your request, this may impact eligibility.
Faulty or Damaged Items
If your item arrives damaged or develops a fault, please contact us within 48 hours of delivery.
Please provide:
- Your order number
- Photos/videos of the issue
- A description of the fault
We will assess the issue and arrange repair, replacement, or refund where appropriate.
How to Return an Item
To request a return, please contact us:
NPM Mobility Aids
📞 Phone: 01204 358907
📧 Email: info@npm-mobility.co.uk
🌐 Website: npmmobilityaids.co.uk
Please do not send items back without contacting us first.
Refunds
Once we receive and inspect your return, we will notify you of the outcome.
Approved refunds will be processed back to your original payment method within 5–10 working days.
Delivery charges may be non-refundable unless the item is faulty or incorrect.
Exchanges
We only replace items if they are faulty or damaged, or where agreed by our team.
Cancellations
Orders may be cancelled before dispatch for a full refund.
If your order has already been dispatched, it will fall under our returns process.
How Online Store Returns Work
Our online store returns process is designed to be simple, fair, and easy to follow. If you are not fully satisfied with your purchase, you may be eligible to return it within the return window listed at checkout or on your order confirmation. To help us process your request quickly, items should be unused, in original condition, and returned with all packaging, accessories, and proof of purchase. Some products may have special return rules based on hygiene, customization, or final sale status. We encourage customers to review the product details before ordering and contact support if any return questions come up.
Items Eligible for Return
Most standard products can be returned as long as they meet our return requirements. Eligible items must be in resaleable condition, meaning they are unused, undamaged, and returned with the original tags, manuals, and packaging. For online store returns, certain items may not qualify, such as personalized goods, clearance items, gift cards, or products marked final sale. If an item arrives damaged or incorrect, please notify us as soon as possible so we can review the issue and offer the best solution. Clear photos and order details help speed up the process and make resolution easier for everyone involved.
Refunds, Exchanges, and Processing Time
Once we receive and inspect your returned item, we will confirm whether a refund or exchange can be completed. Approved refunds are usually issued to the original payment method, though the exact timing may depend on your bank or card provider. In many cases, processing takes several business days after the return is approved. If you prefer an exchange, we will do our best to replace the item with the same product or a similar option, depending on availability. Shipping fees may be non-refundable unless the return is due to our error. We always aim to make the process smooth and transparent.
How to Start a Return Request
To begin a return, please contact our customer service team with your order number, item details, and reason for the request. Our team will guide you through the next steps, including return approval, shipping instructions, and any required documents. For online store returns, it is important to send the package back using a trackable shipping method so you can confirm delivery. Keep your tracking information until your return has been fully processed. If you need help at any stage, our support team is here to answer questions and provide clear updates. We value your trust and work hard to keep every return experience straightforward and respectful.
Easy Returns Process
We want your online store returns experience to be simple, clear, and stress-free. If you are not fully satisfied with your purchase, you may request a return within the return window listed on your order details. To start the process, contact our support team with your order number and the reason for the return. We will guide you through each step and let you know whether the item is eligible. Please keep the product in its original condition, with tags, packaging, and accessories included whenever possible. This helps us review and process your request faster.
Eligible Items and Return Conditions
Most unused items in resalable condition are eligible for online store returns, but some products may not qualify due to hygiene, safety, or customization reasons. Items must be returned with all original components, including manuals, labels, and protective materials. If a product shows signs of wear, damage, or missing parts caused after delivery, the return may be denied or only partially refunded. We recommend checking your order carefully as soon as it arrives so any issues can be reported quickly. Clear photos can also help speed up the review process if you received an item that is damaged or incorrect.
Refunds, Exchanges, and Processing Time
Once we receive and inspect the returned item, we will confirm whether your refund or exchange can be approved. Refunds are typically issued to the original payment method after the item passes inspection. Processing times may vary depending on your bank or payment provider, so please allow extra time for the funds to appear in your account. If an exchange is available, we will help arrange a replacement in the same size, style, or product type when possible. Shipping fees, return shipping costs, and restocking rules may apply based on the reason for the return and the item category.
Damaged, Incorrect, or Missing Items
If your order arrives damaged, incorrect, or missing an item, please contact us as soon as possible so we can review the issue and provide support. For these cases, online store returns may be handled differently, and we may ask for photos of the package, label, and product. This helps us verify the problem and offer the right solution, such as a replacement, refund, or store credit. Reporting issues quickly gives us the best chance to resolve them efficiently. Our goal is to make sure every customer receives the correct item in good condition and feels confident shopping with us again.
How to Contact Support
If you have questions about your return, our customer support team is ready to help. You can reach out through the contact details provided on our website and include your order number, item name, and a short explanation of the issue. Our team will review your request and respond with the next steps as quickly as possible. We encourage customers to read the return terms before sending anything back, as this can save time and avoid delays. Clear communication helps ensure your return is processed smoothly, whether you need a refund, exchange, or help with a shipping concern.