Terms & Conditions

Cancellations & Ammendments

Please note that where goods are personalised, customised, special order or made to order, you (the buyer) have a right to cancel the order only until our supplier or we begin work on the order. Since work can begin immediately, it is essential that you are satisfied with the details of your order from the outset. These products can only be returned if found to be faulty.

As soon as you realise that you need to change your order, please contact our team on 02392 009999 and one of our advisors will help you. You will be asked to confirm the change or cancellation in writing. If you amend or change your order, you may find there are changes to your delivery timescale and/or the price you pay for the item(s) (as you’ll be charged the current selling price on the day you amend or cancel the order). You have a legal right to cancel your order within 7 days. Any change or cancellation of furniture orders on our 48-hour delivery service can only be made on the day you place your order.

Non-Returnable Products

For reasons of hygiene and cross-infection, our returns policy does not extend to the following products:

• Beds, mattresses, toppers, and pillows

• Incontinence products

• All hygiene products, such as urinals, commodes, and bed pans

• Compression stockings/tights

• Bathlifts or similar items

Special order, spare parts, and “prescriptive” products such as wheelchairs, made-to-measure products, or products with extras built in cannot be returned unless faulty.

Extra wide bariatric products marked special order, or made-to-measure, can only be returned if faulty.

Products made to meet your order are strictly non-cancellable, non-returnable, and non-refundable. In the event of a defect, your statutory rights are not affected, and the item may need to be returned for replacement or repair only.

Delivery Arrangements

We will aim to deliver the goods by the date quoted for delivery, but delivery times are not guaranteed. If delivery is delayed due to any cause beyond our reasonable control, the delivery date will be extended by a reasonable period, and we will contact you to arrange an alternative time.

When your order is ready, we will contact you to arrange delivery. If you are unable to accept the delivery offered or you wish us to hold your order for a period of time, we can provide a storage service at a cost of £25 per week.

Ordering & Payments

You can place your order simply and safely over the phone through a member of our friendly Sales Team, online, or in person.

• Payments can be made using all major credit and debit cards with the Solent Mobility Centre Secure Payment System.

• All orders are processed by our Sales Team, who are fully compliant with both the Data Protection and the Computer Misuse Acts.

• All personal information gathered is for the sole purpose of processing customer orders and is not passed to any other party.

• No products will be dispatched until paid for in full (including any postage).

• If you encounter any problems whilst ordering from Solent Mobility, please contact us via email: cs@solent-ltd.co.uk.

VAT Relief

Individuals who are chronically sick or disabled and whose products are for personal use, or charities where the products are made available to a disabled person for their own personal/domestic use, may be eligible for VAT Relief.

To qualify for VAT Relief, ensure the VAT Relief checkboxes are selected at checkout, along with stating the precise medical condition. Assuming you meet the criteria, VAT will not be added (unless a particular product has compulsory VAT).

Orders received without a ticked exemption will incur the VAT charge, which will be highlighted clearly to you through our shopping calculator.

Completed VAT Relief Declarations by customers are accepted as prima facie evidence by the Company that a valid medical condition exists for exemption under The VAT Act, and no VAT will be charged on the goods purchased. If, at a later date, HMRC disputes the validity of the medical condition, you will be liable to pay the appropriate VAT that should have been applied.

The VAT/sales tax shown in the basket and in our checkout is meant as a guide. The final VAT/sales tax amount will be shown on the printed invoice received with your items.

Secure Shopping

We accept online payments in a secure environment using Secure Socket Layering technology (SSL) by credit or debit card. This means that on any page where you enter your personal information, such as credit card details, the information sent to us is encrypted to safeguard your details. Encryption prevents other internet users from accessing this information.

We have implemented a number of measures to ensure our site and your details are as secure as possible. When you send us your personal information, the link between your PC and our server is encrypted using industry standard methods (SSL). Once your information reaches our server, the card details are further encrypted before being stored on our secure server behind its firewall. Your card number is never stored in any human-readable format. Our computers use your card details to take payment automatically. Our employees have no access to any sensitive customer information.

In some instances, Solent Mobility Centre will contact you via telephone after an order has been placed on the site. You will be requested to confirm details of the order and answer some security questions. Solent Mobility Centre will never request you to confirm the registration password you use to log into your account.

If you receive a suspected fake Solent Mobility Centre e-mail, discover a spoof Solent Mobility Centre website, or if anything raises your suspicions, please report it to us at cs@solent-ltd.co.uk, forwarding any suspicious e-mails, including the full headers, directly.

Fraud Protection

At Solent Mobility Centre, your card data is always transmitted and stored securely.

• Orders are encrypted using an Extended Validation digital certificate from Globalsign.

• When your order arrives at Solent Mobility Centre, we encrypt your card data using the AES encryption system used by the US Government.

• Staff can only see the last four digits of your card number.

• The website is regularly scanned under the Visa/Mastercard PCI-DSS security scheme.

Damage On Delivery

Goods damaged in transit must be reported immediately by signing the delivery note ‘Damaged On Arrival’. You MUST inform Solent Mobility Centre as soon as possible on the SAME DAY as delivery/receipt of the goods. Any damaged goods must be retained by the buyer for inspection. Customers may be requested to supply photos of the damage sustained.

Guarantee

If products are faulty:

• If a fault is confirmed within 30 days of delivery, you can return it in exchange for a full refund.

• If a fault occurs after 30 days (within 6 months), we can either repair or replace the product. If impossible, a partial refund or full refund is possible.

• If a fault occurs after 6 months and can be proven as pre-existing, the same process applies.

• You can get advice from your local Citizens Advice Bureau or Trading Standards office.

The manufacturers provide a 1-year warranty covering parts and labour (some exceptions apply). Warranties are for domestic use only and non-transferable.

General

Contracts are governed by English law. Any disputes will be heard in the English Courts.

Complaints

You can contact us:

• By letter: Customer Services, 107 High Street, Lee-on-the-Solent, Hampshire, PO13 9BU.

• By phone: 02392 009999

• By email: cs@solent-ltd.co.uk

If unsatisfied, you may pursue alternative dispute resolution via BHTA.

Descriptions

Products may vary from images due to material characteristics. Colour, pattern, and leather may differ. Solent Mobility Centre reserves the right to make changes to product descriptions or specifications.

Price Information

• Prices are in Pounds Sterling and exclude VAT unless stated otherwise.

• Prices exclude packaging, insurance, and transport costs.

• Online prices and promotions may differ from showroom prices.

• Offers cannot be combined; the greatest saving applies.

Competitions

Competitions are governed by specific rules, eligibility, and prizes, as outlined on our website and Competition Notices.

Social Media Platforms

Join us on Facebook and YouTube for product updates, videos, and promotions.

Recycling

Recycle electrical devices for free at your local recycling centre. The WEEE Directive encourages environmentally friendly disposal.

Privacy Policy & Cookies

We protect your personal data under GDPR. Information collected includes:

• Address

• Phone number

• Email address

Cookies and Google Analytics are used to enhance your experience. You may opt-out where applicable.

Promotional Offers

Voucher codes apply only online and cannot be combined. Only one code per order is valid. Refunds reflect the actual amount paid.