Returns & refunds

Yorkshire Mobility Direct is a trading name of Yorkshire Mobility Hire Limited. This policy explains consumer purchases of new and preloved goods.

Changed your mind?

For most online and telephone purchases, you can tell us you wish to cancel within 14 days after receiving your order. You then have a further 14 days to send the goods back. This also applies to preloved equipment.

Email hello@yorkshiremobilitydirect.co.uk or call 0113 460 1236. Include your order number and the item you wish to return. A clear cancellation statement is sufficient; you do not need our permission to exercise your legal cancellation right.

Returning equipment safely

Contact us for the correct return destination and, for scooters or powerchairs, suitable transport arrangements. Our correspondence address is not a drop-off point. Please return the item with its accessories, charger and instructions, securely packed. Original packaging is helpful but is not a condition of your legal rights.

You may inspect goods as you would reasonably do in a shop. Where handling beyond what is necessary to establish their nature, characteristics and functioning reduces their value, we may make a lawful deduction reflecting that loss. We do not apply a flat restocking fee to statutory consumer cancellations.

Return costs

For a change-of-mind return, you pay the direct return cost only where we told you this before purchase. For equipment that cannot normally be returned by post, a return cost or reasonable estimate must also have been provided before purchase. Where the required information was not provided, we bear that cost. Any collection charge we arrange will be explained before collection and applied only where permitted by law.

Your refund

For cancellation of the whole order, we refund the goods and the least expensive standard outbound delivery option offered. Extra charges for an upgraded delivery service are not refundable. Refunds use the original payment method, without a refund fee.

We refund without undue delay and within the applicable 14-day deadline. Unless we offered to collect, we may wait until the goods are received back or you provide evidence of return, whichever is earlier.

Faulty, damaged or incorrect goods

Contact us promptly with your order number and a description of the problem. Photos can help, but there is no 48-hour cut-off for your statutory rights. Stop using equipment if it may be unsafe. We cover reasonable return or collection costs where a statutory remedy is due.

You normally have a short-term right to reject goods that breach the legal quality, fitness or description requirements within 30 days. After that, repair or replacement is generally the first remedy; a price reduction or final rejection may be available where the legal conditions are met. A fault appearing within six months is normally presumed present at delivery unless we establish otherwise or that presumption is incompatible with the goods or fault.

Exceptions

Change-of-mind rights may not apply to goods genuinely made to your specifications or personalised, or sealed goods unsuitable for return for health or hygiene reasons once unsealed. Any applicable exception will be explained before purchase. An item being ordered from a supplier, sold at a discount or preloved does not itself remove cancellation rights. Faulty-goods rights remain.

Cancellation notice

You can email: “I wish to cancel my purchase of [item], order [number], ordered on [date] and received on [date]. My name is [name] and my address is [address].” This wording is optional.

Business purchases and equipment hire have different terms. Contact us for the applicable agreement. Nothing in this policy limits your statutory rights.