Terms & Conditions

Warranty Information

Right Choice Mobility prides itself on its quality of service and after sales care. We strive to ensure that you are happy with your purchase at all times and will respond speedily in the unlikely event that your product develops a fault during the warranty period. We have an in-house team of qualified and experienced engineers who can carry out manufacturer approved repairs to all our products.  We do not outsource this service to other companies as many of our online competitors do. This gives us more control over our quality standards and ensures that repairs are completed safely and in a timely fashion.

Our Service Charter

We understand that you may depend on many of the electrical products we sell for your everyday mobility. That is why we have established a charter for these products so that you know what to expect from us in the unlikely event that the product develops a fault during the warranty period:

An engineer will contact you within 4 hours of receiving notification of a problem. The engineer will attempt to diagnose the problem and provide guidance on practical solutions if possible.

If the fault cannot be rectified over the phone and the equipment cannot be used, we will send an engineer out to you within 48 hours of receiving notification of the fault (excludes RTB warranties)

Types of Warranty

All our mechanical or electrical products are sold with manufacturer’s warranties to cover repairs to the equipment during an initial period - normally 12 months. Whilst all the warranties provided cover the full cost of parts and labour in the event of a repair being necessary, there are two levels of service which differ by equipment type.

On Site (OS) Warranty;

This provides a full on site repair service should your equipment develop a fault during the warranty period. Diagnostic and repair work will be undertaken at your home by our qualified in-house engineers. They are equipped with spares parts and will generally be able to complete any repairs during their visit. However, in exceptional cases, it may be necessary for the equipment to be brought back to our workshop for repairs. Where this is necessary, we will endeavour to carry out the repairs as quickly as possible. If the repair work takes longer than 5 working days, courtesy equipment will be provided to a similar specification (excludes Riser Recliners and Beds).

Return to Base (RTB) Warranty

If your equipment develops a fault during the warranty period, it will be necessary to return the equipment to our workshop or one of our showrooms (click here for location information) for diagnostic and repair work to be carried out. If you live locally, the equipment can be brought back in person or we can arrange collection by our Courier company. However, where this option is used it will be necessary for you to reuse the original packaging that the equipment was delivered in to protect it during shipping.

The following table summarises the different warranties provided for each type of equipment:

Equipment                         Type of Warranty           

Wheelchairs                                      RTB only            

Scooters - Portable                       RTB only             

Scooters - Mid-Size                        OS only              

Scooters - Luxury                            OS only              

Powerchairs                                      RTB only              

Riser Recliner Armchairs              OS only              

Profiling & Nursing Beds              OS only              

Hoists                                                  OS only

Bath Lifts                                            RTB only            

Scooters & Powerchairs

All scooters are sold with a manufacturer’s warranty for a period of either 12 or 24 months (please see individual product details). This warranty covers the parts and labour costs of any repairs that may be required during that period.

Warranty Exclusions

The manufacturer’s warranty does not extend to replacement of items due to normal wear and tear which includes any of the following:

Tyres

Light bulbs and fuses

Motor brushes

Seat upholstery and plastic shrouds

Batteries are normally cover by a limited warranty for a period of 12 months subject to the battery charging regime being followed. Please see our Scooter Buying Guide for information and guidance on how to look after your batteries. It is a stipulation of most manufacturer’s warranties that the scooter is serviced at least annually by an authorised dealer. We are authorised to carry out servicing and further information on servicing can be found in the Scooter user manual. If the scooter is not properly serviced at the required intervals this will invalidate the warranty. Any repairs or modifications not undertaken by an authorised engineer will also invalidate the manufacturer’s warranty. Most manufacturers do not permit the transfer of warranties to subsequent owners.

Riser Recliner Armchairs

Most Riser Recliner armchairs are sold with a 2 to 5 year warranty period for electrical components, reclining mechanism and frame.

Warranty Exclusions

The warranty will be subject to fair wear and tear and subject to the chairs being used in the manner set out in the user guide accompanying the chair. The warranty does not cover the upholstery.

Please check with our customer services to confirm your warranty duration.

Refunds and Returns policy – Online and telephone only

(Our store refunds and returns policy are different)

Right Choice Mobility Terms and conditions for website orders and items bought over the phone.

Please note that if you purchased goods from our store then there would be alternative Terms and conditions that apply.

We hope that you will be happy with your purchase. However if you need to return any item we will happily refund or exchange it, provided it is within 14 days from the day after delivery, in its original packaging and with proof of purchase. Upon receipt of the goods, if you require to return or exchange the products you will be personally responsible for the return delivery incurring the cost thereof. We recommend that you pay for a tracked/signed delivery for your protection. Right choice mobility reserves the right to charge for repair, replacement or repackaging of any products not returned in their original condition. This charge may include the cost of parts, materials, packaging, labour and any subsequent loss to RCM. RCM will arrange for an engineer to call and dismantle goods which required which required specific skilled set up with an engineered delivery eg Power Chairs, Riser Recliner Chairs, Adjustable Beds and Mobility Scooters and we will notify you in advance of our charge to do this. The Cost within 30 miles of your location is £80 and outside of 30 miles is £125.

Unwanted Goods If you decide that you do not want any item that we have delivered, we are happy to offer you an exchange or refund within 14 days from the day after delivery. Any item must be returned unused in its original packaging along with the instruction manual and a copy of your invoice (as proof of purchase).

Faulty Goods If you purchase a product online which is found to be faulty we will (depending on the item) supply a replacement product, arrange for a repair or give you a refund of the purchase price as appropriate. Should a fault occur after the initial 28 days, we will resolve your concern in accordance with current consumer protection legislation. We will endeavour to process returns within 7 working days of receipt. You can contact RCM by email at info@rightchoicemobility.com or call 02085277487 between the hours of 10am-5pm Monday to Friday. We value our customers and want them to have the best possible experience when dealing with us; if you are unhappy with your purchase please let us know so we can resolve your problem. This does not affect your statutory rights

1.  We undertake to provide Goods and Services which conform with your statutory rights.

2.   Goods, other than faulty goods, may be returned providing you notify us of your intent to do so within 14 days from the day after you receive the goods. As you can appreciate, all such goods must be returned in an 'as new' condition complete with packaging and all accessories. Where goods are returned in accordance with this provision, we will happily reimburse any money already paid by you. We shall reimburse you within 14 days of our receipt of the returned goods.  If the goods have been used or damaged you will not receive a full refund.

3.   As you can appreciate, we shall not be liable to you, for any failure or delay in performance of our contract, if it is due to an event beyond our reasonable control. Including, without limitation, acts of God, war, industrial dispute, fire, flood, tempest and national emergencies and if so delayed we shall be entitled to a reasonable extension of time for performing such obligations.  In such an event we will contact you to keep you informed.

4.   If you have ordered the goods on-line and paid for the goods during the ordering process, that is the final price. The only time that price may be changed is if no monies have been taken (including a deposit). ...the price of the goods on your order will need to be validated by us prior to taking your payment. If there is a problem, you will be notified of the correct price and you will then have the opportunity to purchase the goods at the correct price.

5.  The contract between us shall be deemed, to have been made in England and shall be governed by the laws of England and Wales. We operate a complaints handling procedure, which we will use to try to resolve disputes when they first arise. We will however endeavour to acknowledge all complaints within 7 working days. If you have a complaint contact us (see address in Contact Us section).  As a business we have undertaken to conform to the British Healthcare Trades Association’s Code of Practice which is approved by the Trading Standards Institute.  In the unlikely event that you are unhappy with our efforts to resolve a complaint you may contact them for assistance see www.bhta.net.

6.  These terms and conditions are subject to change at any time without prior notice to you. Any such change shall not affect any contract subsisting between us at the time of such change.  We recommend that you print or save a copy.

Exclusions

We cannot give any refunds on Bespoke / Special Order items which are made to your specification. If you find that a special delivery item is not suitable, please click here to email our customer services team or call on 02085277487 to discuss options for part exchanging the item.

For reasons of hygiene and cross infection, our returns policy does not extend to the following products if opened and/or the product has been used: Mattresses, toppers and pillows

Mattresses and Pillows

Incontinence Products

Urinals, Commodes and Bed Pans

How to return items to us

Please click here to email our customer services team or call on 0208 5277 487 if you wish to return items.

You can return any items bought online to our any of our showrooms. Simply take the receipt and the product you wish to return or exchange and tell the product advisor that you bought it online. Please note that we cannot refund or exchange items without the receipt.

If you fail to take reasonable care of the goods before they are returned to us, and this results in damage or deterioration, we will charge you for the reduction in value

Faulty goods

If there is a problem with the goods, please contact us. We will deal with the matter in accordance with your legal rights.

Refunds will normally be processed within 5 working days of receipt of the returned item. Depending upon your credit / debit card provider, your card should be credited 3 – 5 days after the refund has been processed.

Delivery

Charges and Destinations

The following table summarises our delivery services and charges:

                Standard Delivery            Express Delivery

Typical delivery times     2-5 working days              Next Working Day

Order value less than £100          £4.95    £9.95

Order value greater £100             FREE     £9.95

All the items on this website will be delivered to you by Citylink or Royal Mail (smaller, lightweight items only) except for those items marked as Home Delivery or Special Delivery which are delivered by our own delivery vehicles (please see below for further information). The above delivery charges apply to most mainland UK addresses. Deliveries will be made on weekdays between 8am and 5.30pm. If you or the intended recipient is out when the delivery is made, a card will be left enabling you to contact your local depot and arrange redelivery at a convenient time. If the couriers do not hear from you they will make 2 further attempts to deliver before returning the package to us.

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Delivery Surcharges

The following charges are in addition to our delivery charges detailed above. The delivery surcharges are not collected automatically at the checkout stage. We will contact you after we receive your order to collect the balance of the surcharge.

Northern Ireland & Isle of Wight +£8.95

Applicable postcodes: BT, PO(30-41)

Scottish Highlands +£8.95

Applicable postcodes: IV3-IV40, IV52-IV54, IV63, KW1-KW14, PA20-PA40, PH19-PH40, PH50

Scottish Islands & Isle of Man +£12.95

Applicable postcodes: HS(all), IV41-IV51, IV55-IV56, KA27, KA28, KW15-KW17, PA41, PA42-PA49, PA60, PA61, PA62-PA76, PA77, PA78, PH41, PH42, PH43, PH44, ZE(all), IM (all)

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Delivery Services

The availability of each product is indicated on the detailed product page. This provides a guide to how long it will take for that item to be despatched from our warehouse. This should be added to the delivery service chosen (see above table) to give a guide of when you should expect to take delivery of your order.

For example, if the product page states that the item is normally despatched within 24 hours and you choose the Standard Delivery service, you should expect to receive delivery of your items within 2-4 working days of placing your order. In order to take advantage of our Express overnight delivery service, we must receive your order before 2pm the day prior. Please note we do not offer a Saturday delivery service so if your express order is received on a Friday it will be despatched for delivery on the following Monday. If payment is made by cheque then your order will be held for 10 working days to allow sufficient time for the cheque to clear.

Where your order contains items with differing availabilities, you should choose the Express Delivery service if you would like us to despatch products as they become available. If you select the Standard Delivery service we will despatch the order in one parcel and consequently despatch of your order will be delayed until the last item becomes available.

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Home Delivery Products

In order to maintain our high service standards, we deliver and install larger items such as Scooters, Powerchairs and Rise Recline Armchairs using our in-house engineers. This service includes:

Full installation and removal of all packaging

Demonstration of the equipment and guidance on its safe use

Making any adjustments to the equipment that may be needed (eg seat height)

To offer this service and provide responsive after-sales care, we restrict delivery of these items to an area of approximately 30 miles from our head office LONDON E4. If you are unsure of the distance then please contact us. If you are located outside of this area then please contact us as there may be a surcharge. We do cover nationwide.

Delivery and installation of Home Delivery items is FREE and normally takes between 3-5 days. We will contact you to arrange a convenient time. Please ensure you provide a daytime contact number so that we can reach you, otherwise processing of your order may be delayed.

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Special Orders

Special Order items are larger items of furniture which are built to your specification and include most of our Riser Recliner Armchairs, High Back Chairs, Profiling Beds prescription wheelchairs and powerchairs.

Delivery of these items is dependent on the manufacturer and we will advise you of an estimated delivery date on receipt of your order. A guide to the likely delivery time is provided under the Availability heading on each product page.

As with Home Delivery items, Special Orders are delivered and installed by our trained engineers and therefore delivery is restricted within 30 miles of our head office. If you are located outside of this area then please contact us as there may be a surcharge. We do cover nationwide.

Delivery and installation of all special order items is FREE. We will contact you to arrange a convenient time and to discuss any access issues that may exist at the delivery address. Please ensure you provide a daytime contact number so that we can reach you, otherwise processing of your order may be delayed.

Unfortunately, as Special Order items are specially tailored to your requirements we are not able to offer any refunds. This does not affect your statutory rights.

Price promise;  terms and conditions

The competitor has to be an established Mobility Retailer. We do not offer price beaters against products sold via online auctions.

The competitor's web site has to be properly hosted with a registered domain name, we will not attempt to beat prices from web sites hosted on free web space.

The competitor's web site has to be UK based.

The competitor's advertised price has to be verified by Right Choice Mobility staff and be on the same product and model offered by Right Choice Mobility.

The competitor's price has to be clearly advertised on their web site.

Invalidity of Terms and Conditions

If for any reason part of these terms and conditions is unenforceable, the validity of the remaining terms and conditions shall not be affected.

Accuracy of Information

The information in this website is given in good faith. It is subject to change without notice. We are not responsible for any inaccuracies and make no representation and give no warranty as to its accuracy, unless resulting from our own negligence.  Please see our Terms and Conditions of Sale regarding the basis on which we will provide goods and services to you.

The information in this website does not constitute any form of advice or recommendation. By using this website you confirm that you have not relied on any such information. Any arrangements made between you and any third party named or referred to on the website are entirely at your sole risk and responsibility.

These terms and conditions do not exclude our liability (if any) to you for personal injury or death resulting from our negligence, for fraud or for any matter, which it would be illegal for us to exclude or to attempt to exclude our liability.

Complete Agreement. These terms and conditions (including the privacy statement referred to in clause contain all the terms which you have agreed with us in relation to the use of the website.

Jurisdiction and acceptance of these terms and conditions

This website is controlled and operated by us from our offices in England.  The formation, existence, construction, performance, validity in all aspects whatsoever of these terms and conditions or of any term of these terms and conditions or any dispute in relation to the materials contained in this website shall be governed by English law and where a dispute arises in Wales, the applicable law will be English law as applied in Wales.

The English and Welsh courts shall have exclusive jurisdiction to settle any disputes which may arise out of or in connection with these terms and conditions or use of the website.

Your continued use of this website indicates your acceptance of these terms and conditions. Both partners of the company run separate parts of the business from private abodes.

We recommend that you download and print the Terms And Conditions prior to ordering any product.