Whilst we hope that everything you order from us at AGA Mobility Systems is exactly what you need there may be times where things are not quite right and you need to return an item. We are happy to take most items back (within 14 days from receipt) provided the goods are unused and in as new condition and still in the original packaging.

For some items, such as made-to-order, special ordered items or personal use/hygiene products (such as - but not limited to - toilet seats, straws, incontinence products, cutlery etc) unfortunately we are unable to take the products back. If you have any queries then please don’t hesitate to call us to ask for further details. Also on some products Rise and Recline Chairs for example) there may be a 20% restocking fee which is charged by the supplier if the item is not a stock item for us, this is shown on the product that it applies to.

Should an Item have arrived either wrong or damaged, please call us immediately if this has happened as we are unable to take up any issues with our couriers after 3 days from delivery. If you are able to take a photograph of any damage and e-mail it to us that would be great and will help us to resolve the problem quicker for you.

In the unlikely event of an item becoming faulty we will probably need to get the item back to us in order for us to either fix or replace it. Unfortunately a replacement can only be sent once we have confirmed the nature of the fault so if you cannot wait for the item to be returned before we send one out then please place a new order. We will refund or replace the initial item or send as soon as the fault is confirmed.

Please note that you will be responsible for the cost of postage (or courier) for returning items. We strongly recommend that items sent via Royal Mail use a tracked postage service. The Royal Mail have recently changed the specification on the length/size of items they will accept. If the item you are returning is longer 60cm you may find that the Royal Mail's postal service is not the most economical way to return an item. We recommend that you use an online service such as Parcel2Go.com

If the item is unable to be posted (for example, it may be too large for the Royal Mail or you are unable to get to your local Post Office) then we can arrange for our courier service to collect the item. You will need to allow a few extra days for the return to be collected and received by us and we will confirm, by email, as soon as we have received it safely.

If you require us to arrange a pick up through our courier service then the cost of this will be deducted from the amount of your refund, the exact cost will depend on the size and weight of the item. (Please allow between £10.00 and £100.00 depending on weight/size.). 

If products are not returned in their original condition on return, AGA Mobility Systems reserves the right to charge for repair or replacement of any product(s). This charge may include the cost of parts, materials, labour and any subsequent loss to AGA Mobility Systems

If an item is faulty and we arrange the collection but subsequently find it not to be faulty, the cost of the collection will be deducted from the final refund.

 

We will confirm by email as soon as the refund has been made to the credit or debit card you paid with. Please allow between 5 to 7 working days for the refunded amount to appear on your statement.

 

The address to return items to is: 

Returns,

AGA Mobility Systems Ltd,

Unit 2b Williamsport Way

Lion Barn Industrial Estate

Needham Market

IP6 8RW

 

If the item you order is returned to us due to non-delivery (usually where the item is too big to go through the letterbox and there is no one in to accept the delivery, a card is left but then no attempt to collect the item from the courier's local office is made), we will contact you accordingly. If you require a second delivery to be made then an additional postage/courier charge will be made to cover the second delivery. If, at this point you request a refund, the refund will be for the goods only and will not include the cost of the delivery costs as these will already have been incurred by us.

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