Cancellations & Amendments

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 we or our supplier begin work on the order. Since work may begin immediately, it is important that you are happy 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 of placing your order.

Non-Returnable Products

For reasons of hygiene and cross infection, our returns policy does not extend to the following products: bed, mattresses, toppers and pillows, incontinence products, all hygiene products such as urinals, commodes and bed pans, compression stockings/tights, bathlifts or similar items cannot be returned.

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 which are 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, when 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 Data Protection and Computer Misuse Acts.

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

·         Please note that no products will be dispatched until paid for in full (including any postage).

·         If you encounter any problems whilst ordering from Solent Mobility please don't hesitate to contact us through e-mail: 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 quality for VAT Relief you must ensure that 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 that are received without 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. Under these circumstances, Solent Mobility Centre reserves the right to demand that you pay the VAT amount that is due.

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 sever 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. This will allow the order to then be processed and dispatched promptly to you. Solent Mobility Centre will never request you to confirm your 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. When you place an order on our website it is encrypted using an Extended Validation digital certificate from Globalsign. This is the most secure form of digital certificate it is possible to get, and ensures that all the data you enter when you purchase an item cannot be intercepted by any third party. When your order arrives at Solent Mobility Centre we encrypt your card data using the same industry standard encryption system (AES) used by the US Government.

Your full card details cannot be read by any of our staff - they can only see the last four digits of your card number. Our website is regularly scanned by an accredited scanning company under the Visa/Mastercard PCI-DSS security scheme. They set comprehensive requirements for enhancing payment account data security that facilitate the broad adoption of consistent data security measures on a global basis.

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 that damage has been made. Any damaged goods must be retained by the buyer for any inspection. If the delivery note is signed without the comment 'Damaged On Arrival' the seller cannot be held responsible for damages. Customers may be requested to supply photos of the damage sustained in delivery and dispatch.

Guarantee

If products are faulty

It's our legal duty to supply products that are fit for purpose and meet satisfactory quality requirements.

As a customer, it's your legal right to receive either a refund, repair or replacement for products that are either faulty or not what you expected as per the Consumer Rights Act.

We'll offer resolutions based on the timelines outlined in the Consumer Rights Act 2015 for products purchased from 1st October 2015 onwards, and those outlined in the Sale of Goods Act for those bought prior to this date.

·         If a fault has been confirmed with your new product within 30 days of delivery, you can return it in exchange for a full refund.

·         If you find a fault with your product after the 30 day cut off (but within 6 months of owning it) we have the choice to either repair or replace it for you. If it's not possible for us to offer a repair or replacement, we have the right to offer a partial refund or return the product and receive a full refund.

·         If you find a fault after 6 months of owning the product and you can prove the defect was present when we delivered it, we'll follow the same processes that are outlined in point 2.

·         You can get advice regarding your legal rights from your local Citizens Advice Bureau or Trading Standards office. Nothing in these terms will affect your legal rights.

·         The manufacturers will supply a warranty in addition to your rights under the Sale of Goods Act. You will receive a 1 year warranty which covers parts and labour (some exceptions will apply please refer to the individual owner's manual). If an engineer call out is required then a charge will be made in advance which will be refundable if a manufacturing fault is confirmed.

·         Please also note that our warranties only cover domestic use; items for use in commercial properties might not be covered.

Our warranty does not cover items used outside of the UK mainland and does not include the cost of the hire of a replacement product(s). For items purchased outside of mainland UK, we can provide a return to base warranty at our discretion and at your cost.

Our warranties provide coverage only if you maintain or use the product as directed. For example, our warranty covers only personal uses - as opposed to business uses - of the product. If there are multiple users of the product then we would not cover any product faults. Please note: warranties are non-transferable. A product's warranty is only valid when the user is the original purchaser. This also includes extended warranties. Please note that if you have made any modifications to the product then this invalidates the manufacturer's warranty and Solent Mobility Centre’s guarantee.

General

The contract made between us and all our and your rights and obligations shall be governed by English law and any disputes arising under it shall be heard in the English Courts. 

Complaints

If you have a complaint about Solent Mobility Centre you can contact us in writing as follows:

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

By calling us on 02392 009999

By emailing us at cs@solent-ltd.co.uk

If you are not satisfied with the outcome of your complaint, you are entitled to pursue alternative dispute resolution by referring your complaint to the BHTA, Suite 4,6, 4th Floor, The Loom, 14 Gower's Walk, London, E1 8PY.
Telephone number 0207 702 2141
Email address is info@bhta.com

Descriptions

Every effort has been taken to ensure that the products supplied by Solent Mobility Centre correspond as closely as possible to the pictures illustrated on our website and brochure, but they may vary due to the unique characteristics and variation of materials. Solent Mobility Centre are not responsible for any such variations, including but not limited to the following:

·         Product colour and shade may vary from one manufacturing batch to another.

·         Fabric patterns are not matched unless stated on labelling.

·         Leather is a natural material with unique characteristics such as shade variation, random scars and blemishes.

We reserve the right to make any changes to product descriptions/specifications (internal or external) and any other changes where necessary.

Please check the details of the products shown on promotional publications or offers before ordering as products may differ from catalogue to website to store.

Price Information

The price of the goods is the price set out on the website. All prices are shown in Pounds Sterling. The price of the goods is exclusive of VAT unless stated otherwise.

The price of the goods is exclusive of the costs and charges of packaging, insurance and transport of the goods, which shall be invoiced to you separately.

Where the 'In-Store Price' is listed, this refers to the current price in Solent Mobility Centre showrooms. The prices shown are only applicable to purchases made via the website. On occasions, the prices payable and promotions offered online may differ from those prices and promotions offered at the same time in Solent Mobility Centre showrooms. We are under no obligation to honour any in-store price or promotion that differs from those online. Similarly, Solent Mobility Centre showrooms are under no obligation to honour any online price or promotion that differs from the in-store price.

Special Offers and promotions advertised in the press or other media may be excluded from the site unless specifically advertised as available online. All offers are subject to availability and while stocks last. This includes all offers advertised via official Solent Mobility Centre social media channels.

Offers cannot be used in conjunction with one another. Where more than one offer is available on the same product only one discount will apply. The offer giving the greatest saving will be applied in the basket. Equally, voucher code offers cannot be used in conjunction with any other promotional offer.

When you place an order with us you will be making an offer to enter into a contract. We will acknowledge your order but we will not accept your offer, and enter into a contract with you, until we dispatch the goods to you and inform you that they have been dispatched. At this point we will have entered into a binding contract and payment will be taken.

 Competitions

General Solent Mobility Centre Competition T&Cs:

Competitions are organised by Solent Mobility Centre, 107 High Street, Lee-on-the-Solent, Hampshire, PO13 9BU.

·         These terms and conditions, together with any specific rules set out in Competition Notices (as defined below) are the Competition Rules ("Rules") and apply to any competitions on the www.solentmobility.co.uk website ("Competition"), unless otherwise expressly stated. By entering a Competition, entrants agree to be bound by these Rules.

·         Solent Mobility Centre reserves the right to cancel or amend the Competition, the Competition Notice or these Rules at any time without prior notice. Any changes will be posted either on the website www.solentmobility.co.uk or within the Competition Notice or within these Rules. A copy of the Rules may also be obtained by sending a stamped addressed envelope to Solent Mobility Centre’s mailing address.

·         In the event of any dispute regarding the Rules, Competition Notice, conduct, results and all other matters relating to a Competition, the decision of Solent Mobility Centre Ltd shall be final and no correspondence or discussion shall be entered into.

·         All competition rules and regulations are governed by UK Competition laws and regulations.

·         Competition entrants must be aged 18 or over.

·         Competition entries must be made in the manner and by the closing date specified on the Competition Notice. Failure to do so will disqualify the entry.

·         Additional eligibility requirements may apply to a specific Competition e.g. a valid passport and visas etc.

·         Employees of Solent Mobility Centre Ltd or any company involved in the Competition or, if relevant, suppliers to which a Competition relates, or any advertising/media agency or web company connected with Solent Mobility Centre Ltd or any such person's subsidiary or associated companies, agents or members of their families or households, are not eligible to enter the Competition. Solent Mobility Centre Ltd reserves the right to verify the eligibility of all entrants.

·         Prizes are awarded at Solent Mobility Centre Ltd's discretion and no prizes will be awarded as a result of improper actions by or on behalf of any entrant.

·         Prize winners will be notified in the manner and within the time specified on the Competition Notice. Return of any prize notification as undeliverable or failure to reply as specified in the notification within the time stated therein may result in disqualification and selection of an alternate winner. Usually winners will be drawn within 2 weeks of the competition close date.

·         Competition winner(s)' names and any photos or videos sent in as part of a competition or giveaway may be published on the Solent Mobility Centre Ltd website, social media sites, newsletter or other websites associated with it.

·         No Cash Equivalent offered.

·         One entry per person.

·         One prize to be delivered to the address provided.

·         The Prize is not transferable.

·         The promoter reserves the right to substitute the Competition prize for a alternative at same cost.

Social Media Platforms

Here at Solent Mobility Centre we are here to show you all the fantastic and wide range of mobility products to share. Join the thousands of fans on our Facebook page to keep up to date with all the latest products, reviews, videos, news, events, offers and competitions.

Our Youtube channel plays host to a variety of entertaining and informative videos about products and is a great way to find out more about our range of products and how they can help you.

Recycling your old electricals is easy!

Recycle your electrical and electronic devices free at your local recycling centre. To find your nearest centre, visit the Recycle More website and type in your postcode.

Why recycle?

Unwanted electrical equipment is the UK's fastest growing type of waste.

Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination - harming wildlife and also human health.

We're proud to support your local authority in providing local recycling facilities for electrical equipment.

To remind you that old electrical equipment can be recycled, it is now marked with the crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with this symbol) in your bin.

What is WEEE?

The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items.

How are we helping?

In the UK, distributors including retailers must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. As a responsible retailer, we have met the requirements placed on us by financially supporting the national network of WEEE recycling centres established by local authorities. This is achieved through membership of the national Distributor Take-back scheme (DTS).

To find more information on WEEE recycling and to locate your nearest recycling centre please visit the Recycle More website.

 Privacy Policies

Solent Mobility Centre Ltd are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the General Data Protection Regulation "GDPR"). We collect information about you for two reasons: firstly, to process your order and secondly to provide you with the best service possible.

The type of information we will collect about you when you place an order or register on our website includes:

·         Address

·         Phone number

·         E-mail address

This information is stored on our internal systems and our website simply verifies you as a customer of Solent Mobility Centre. We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by visiting your own account or by contacting us. If you find any inaccuracies we will delete or correct it promptly. The personal information that we hold will be held securely in accordance with our internal security policy and the law. We may use technology to track the patterns of behaviour of visitors to our site. We use the information you provide for the following purposes:

·         Aid strategic development

·         Audit usage of the site

·         Providing the best possible service processing any orders you may have made

·         Providing you with information about products and services we offer

If you have any questions or comments about your privacy you can e-mail us: cs@solent-ltd.co.uk .

Solent Mobility Centre maintains a strict privacy policy in full accordance with the GDPR.

We expect you to maintain the confidentiality of your user name and password for your  Solent Mobility account.

Unless otherwise stated, all rights, including copyright, in the content, text and graphics of these Solent Mobility Centre web pages are owned and controlled for these purposes by Solent Mobility Centre Ltd. You are not permitted to copy, broadcast, download, store, transmit, show or play in public, adapt or change in any way the content of these Solent Mobility Centre pages for any other purpose whatsoever, in any medium, without the prior written permission of Solent Mobility Centre Ltd.

In accessing Solent Mobility Centre web pages, you agree that you may only download the content for your own individual and non-commercial use.

Feel free to use small quotes as long as you acknowledge our site and provide a link back to the original source.

Uses Made Of Information

We use information held about you in the following ways:

·         To ensure that content from the website is presented in the most effective manner for you and for your computer.

·         To provide you with information, products or services that you request from us or which we feel may interest you, where you have consented to be contacted for such purposes.

·         To carry out our obligations arising from any contracts entered into between you and us.

·         To allow you to participate in interactive features of our service, when you choose to do so.

·         To notify you about changes to our service.

·         We may also use your data, or permit selected third parties to use your data, to provide you with information about goods and services which may be of interest to you and we or they may contact you about these by post.

Solent Mobility Centre is the primary data controller of your personal data.

If you are an existing customer, we will only contact you by email or post with information about goods and services similar to those which were the subject of a previous sale to you.

If you are a new customer, and where we permit selected third parties to use your data, we (or they) will contact you by post only.

If you do not want us to use your data in this way, or to pass your details on to carefully selected third parties for marketing purposes, please tick the relevant box on the payment form, or if you are an existing customer email us on cs@solent-ltd.co.uk requesting to "opt out from third party mailings".

Your Consent

By submitting information to Solent Mobility Centre you consent to the collection and use of this information by Solent Mobility Centre and its Service Provider (if any) in the fulfilment of your order.

By entering into an agreement with us when you place an order you have consented to this use of your data (where applicable). You may ask us at any point not to share your information with third parties for this purpose by contacting cs@solent-ltd.co.uk and providing your customer account number.

If we decide to change our privacy policy we will post changes on this page so that you are aware of what information we collect, how we use it and under what circumstances we disclose it.

Data Security

We have designed our site to protect the information we collect online from unauthorised access. We safeguard your private information by implementing the appropriate physical, electronic and managerial procedure necessary to protect your privacy. To further protect your security, we also take the reasonable steps to verify your identity before granting access to your personal profile or making data changes. We are committed to protecting your privacy and have security measures in place to prevent unauthorised access to and disclosure of your personal information.

Cookies

Cookies are alphanumeric identifiers that are transferred to your computer's (or alternative web browsing device's) hard drive through your web browser to enable our systems to recognise your browser and to provide rich shopping features such as recommended products and loyalty discounts, as well as the storage of items in your Shopping Basket between visits.

To take advantage of some of Solent Mobility Centre 's essential features we recommend that you leave your cookies turned on. However, the Help menu in your browser will allow you to prevent your browser from accepting new cookies and how to disable cookies altogether.

Google Analytic Tool & Social Media Plug-Ins

Google Analytics is a systems used by many website to record information about who visits a website. Google set five difference cookies with expiry dates ranging from 1 day to 2 years. These cookies are used mainly to differentiate between first time visitors to a website and repeat visitors. They do not contain any personally identifiable information. You can find out more about how Google use cookies here.

Social media plug-ins for Facebook and Twitter obtain data for tracking purposes.

International Privacy

The above privacy statement may not be applicable in all countries of Solent Mobility Centre visitors or registered community users, as security policies may vary according to the individual internet laws in each host country.

Disclosures

We occasionally make our mailing lists available to carefully selected companies that we feel will be of interest to our customers. Please note: we never release phone numbers or email addresses.

However, we will not pass your information to any third parties without your permission. You can also e-mail us to stop receiving information about us or to find out more information about our Privacy Statement by e-mailing us: cs@solent-ltd.co.uk.

Improving Our Service

To better tailor our services to our customers' needs, we use non-identifying and aggregate information to help us make decisions on how to improve Solent Mobility Centre. We also share this generic information with our advertisers and other interested, reputable parties with whom we have established a formal business relationship. For example, we may tell advertisers which areas of the site have received the most customer traffic overall, or more specifically, how many customer types have visited certain pages. However, we do not disclose the identifying information of individual customers with advertisers. We also do not use or share the personally identifiable information submitted to us by any other means without providing our customers the choice to opt-out or otherwise bar such unrelated uses.

Promotional Offers

From time to time we offer promotional codes to reduce the price of products or give away a free item with a purchase. Voucher codes must be entered at checkout in order for them to apply.

Voucher codes can only be used for purchases made on our website. Orders placed over the telephone are not eligible for these offers and promotions.

Only one promotional code can be applied on each individual order.

Promotional codes are only available for eligible orders placed during the period which the promotion has been determined to run to. Any orders falling outside of this period will not be eligible for the promotion.

When the order is placed the correct promotional code must be used or the promotion will not be applied.

When an order which has a promotion applied to it is refunded the final amount paid for the order will be refunded. No extra amount will be refunded on a saving accrued as a result of a promotion being applied nor will the value of a free item be refunded.

Once a promotion has been applied this cannot be replaced with another promotion that the order is eligible for after the order has been placed.