Published: 7 November 2026. Version 1.0. Policy owner: Mobility UK business management. Review due: 7 November 2027, or earlier following material changes.
Scope
This page explains our approach to UK consumer goods purchases where Mobility UK is the seller. NHS and business orders, rentals and separately contracted services may have different terms. Product-specific information and any lawful exceptions must be disclosed before purchase. Nothing here removes statutory rights. Where another business is the seller, its terms apply without removing rights against that seller.
Changing your mind after an online purchase
For most goods ordered online or by telephone, you can notify us of cancellation within 14 days after receiving them, then return them within a further 14 days. You can also notify us before delivery. Email hello@mobility.org.uk with a clear cancellation statement and enough information to identify the order. You do not have to use a particular form or obtain permission to exercise a statutory cancellation right.
Arranging a return
Contact us for the correct return address and, where needed, safe collection arrangements. Return goods with reasonable care. Original packaging is helpful but is not a condition of statutory rights. For a change-of-mind return, you only bear direct return costs where this was properly disclosed before purchase. Any required disclosure of non-postable return costs must also have been provided. We will not introduce an undisclosed collection charge after purchase. Faulty-goods remedies are handled separately.
Refunds
For a valid cancellation of goods, we will refund the purchase price and applicable standard outward delivery charge within 14 days after receiving the goods back or evidence of return, whichever is earlier. We may withhold a refund until either of those occurs where the law permits. Refunds normally use the original payment method. Additional premium delivery costs need not be refunded. A lawful deduction may apply for diminished value caused by handling beyond what is necessary to establish the goods' nature, characteristics and functioning, subject to the required information having been given.
Exceptions
A cancellation exception may apply to goods genuinely made to your specifications or clearly personalised, or sealed goods unsuitable for return for health protection or hygiene reasons once unsealed. These exceptions do not apply automatically to every mobility or healthcare product. Choosing a standard size or variant alone does not necessarily make an item bespoke. Exceptions do not remove rights where goods are faulty, misdescribed or otherwise fail to meet the contract.
Faults and safety concerns
Contact us promptly if goods are faulty or not as described. Applicable consumer rights may include rejection, repair, replacement or a price reduction, depending on the circumstances and timing. Do not treat a fault as a change-of-mind return. We will arrange appropriate handling and bear reasonable necessary return costs where required for a statutory remedy. See Product Safety and Warranty.
Cancellation template
You may copy this into an email: To Mobility UK, hello@mobility.org.uk. I give notice that I cancel my contract for the following goods: [description]. Order reference: [reference]. Ordered on / received on: [dates]. Customer name: [name]. Customer address: [address]. Date: [date]. A signature is needed only if you choose to send a paper form. This template is optional; another clear statement is sufficient.