Returns Policy

Effective Date: January, 2025

At Heritage Mobility, we strive to ensure that you are fully satisfied with your purchase. If for any reason you are not, this Returns Policy outlines your options and our commitments regarding returns, exchanges, and refunds.

1 - Your Right to Cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your purchase within 14 days of receiving your item(s) if bought online, by phone, or through our catalogue.

How to exercise your right to cancel:

  • Notify us within 14 days of receiving the product by:

    • Email: info@heritagemobility.co.uk

    • Phone: 0117 405 6261

  • Return the item(s) in their original condition, unused, and in the original packaging.

Refunds for cancellations will include the original purchase price and any standard delivery costs. However, you will be responsible for the cost of returning the item to us.

2 - Returns Eligibility

To qualify for a return, the following conditions must be met:

Eligible for return:

  • The item is unused and in its original condition.

  • The return request is made within 14 days of purchase or delivery.

  • The item is defective, damaged, or not as described.

Not eligible for return:

  • Items customised to your specific requirements.

  • Items showing signs of misuse, wear, or intentional damage.

  • Consumables or hygiene products (e.g., seat covers, cushions) that have been unsealed.

3 - How to Return Your Item

Follow these steps to return your product:

  1. Contact Us:
    Notify us of your intention to return by email or phone. Provide:

    • Your order number.

    • A description of the issue or reason for return.

  2. Return the Item:
    Once authorised, send the item back to us at the address provided by our team.

    • Ensure the product is securely packaged to prevent damage during transit.

    • Use a tracked delivery service, as we cannot be held responsible for items lost or damaged in transit.

  3. Inspection and Processing:

    • Upon receiving your return, we will inspect the item to confirm it meets the returns criteria.

If eligible, your refund, replacement, or exchange will be processed within 7 working days of receipt.

4 - Refunds

Refunds will be issued to the original payment method.

Refund timelines:

  • Payment by credit/debit card: Processed within 7 working days.

  • Payment via bank transfer or cheque: Processed within 10 working days.

Delivery charges will only be refunded if:

  • The item is defective or damaged.

  • The wrong item was sent.

5 - Exchanges

If you wish to exchange your item for a different model or size:

  • Contact us within 14 days of receiving the product.

  • Any price difference (if applicable) must be paid before the exchange is completed.

  • Exchanges are subject to stock availability.

6 - Faulty or Damaged Items

If your item arrives damaged or develops a fault during normal use:

  • Contact us immediately, providing photos or a description of the issue.

  • We will arrange for a replacement, repair, or refund as appropriate.

  • Any costs for returning faulty items will be covered by Heritage Mobility.

7 - Non-Returnable Items

The following items cannot be returned unless faulty:

  • Customised or personalised products.

  • Hygiene-related products that have been unsealed or used.

  • Products sold as clearance or “as-is” items.

8 - Legal Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015, which provides protection for goods that are not of satisfactory quality, fit for purpose, or as described.

For more information on your rights, visit the UK Government’s consumer rights website.