Returns Policy

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.

Returns Eligibility

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.

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