Frequently Asked Questions

  1. How can I contact you?
  2. How long will I have to wait for delivery?
  3. Am I able to buy goods at Welcome Mobility at zero rate VAT?
  4. What happens if I need to return goods?
  5. Is it possible to obtain discounts for bulk orders?

Answers...

  1. How can I contact you?

    Click on the Contact Us link in the Customer Service menu.

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  2. How long will I have to wait for delivery?

    The vast majority of orders will be despatched either on the day of ordering, or within a single working day.

    Delivery to your door is typically within one and three working days.

    If an item is out of stock, there maybe a delay with the despatch. If you do not hear from us within ten working days of the order being placed, please get in touch using our 'contact us' page.

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  3. Am I able to buy goods at Welcome Mobility at zero rate VAT?

    Yes, if you are, or are buying on behalf of someone who is chronically sick or disabled.

    Please check our 'VAT Relief' page for more information.

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  4. What happens if I need to return goods?

    For all returns, please get in touch using the contact form in 'Customer Service'.

    We will arrange the return and provide you with a reference code.

    If the goods delivered are faulty in some way, they can be returned within seven days of receipt for a full refund.

    If they are delivered but are deemed unsuitable, we offer a refund in full, minus the cost of the extra carriage associated with the return.

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

    Exceptions to this are as follows:

    When the products have been made or customised specifically for you; the products can not be resold for hygiene reasons e.g. toileting and incontinence items.

    If goods are returned beyond the seven day period but with 21 days of delivery, there will be a 20% charge to cover additional administration and restocking costs.

    None of the above affects your statutory rights.

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

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  5. Is it possible to obtain discounts for bulk orders?

    Yes. We offer numerous public and privately funded organisations discounts for bulk or regular orders.

    Please contact us using the 'Customer Services' page's email form with any enquiries.

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