Refund and Returns Policy

Refund & Returns

All returns are dealt with by the issue of a returns reference number.

If an item develops a fault through proper use within its warranty period. Please contact us in this eventuality and we will be happy to provide a replacement.

Consumers have the right to cancel orders placed with for up to 14 working days after the date on which the item(s) are delivered. The customer is responsible for any delivery charges when sending the returned order back to us. Please note, returns postage will only be refunded if the goods are faulty or were sent incorrectly. Returns can be sent to 117 Radipole Lane, Weymouth, DT4 9SS

This right does not apply to:

Items made from materials that may be distorted if worn.

Toileting related items.

Items which requires us to provide a service before approving the item for supply, if we have begun to provide the service.

Any item that is made or customized to order.

To exercise your cancellation right, you should follow the instructions in our Returns section.

You have a legal responsibility to keep delivered items in good condition and in your possession until they are returned to us. This includes keeping any hygiene seals and wrappings in place. Under the Distance Selling Regulations you have the right to inspect items you receive from us.

Unless it is necessary to remove any hygiene seal or wrapping to inspect or assess an item, removal of such packaging shall be deemed a failure on your part to keep the items in reasonable condition and you will be in breach of your legal obligations.

Active Mobility is entitled to exercise its statutory rights in recovering any losses incurred in this respect.

Once we receive notice that you wish to cancel your order, the items have been received back and been checked, we will refund the purchase price of that item together with the packing and the handling and carriage charge you paid to us for that item.

If you wish to cancel an item after the cooling off period, provided you return the item to us after 14 days but within 28 days of delivery and in

re-sellable condition we will refund the purchase price you paid for that item.

We will not refund the handling and carriage charge for that item and you will have to pay the cost of returning the item to us.

None of the above affects your statutory rights.

Do not make any returns without receiving a reference number or without prior arrangement. Please do not send returns to the head office address.

Upon receipt of the goods we will process your refund or an exchange credit as required within 28 days.

Active Mobility complies with the The Consumer Protection Distance Selling Regulations 2000.

To arrange a return, please contact us via