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Returns Policies

Returns Policies

21-Day Return Policy

At TheWheelchairPro.com, our goal is to provide you with a pleasurable shopping experience. We want you to be completely satisfied with your order.

As a result of this, we offer you a 21-Day Customer Satisfaction Guarantee!

If you are not totally satisfied with the product you ordered, we accept returns and offer a refund under the following circumstances:
  • The product is returned to us during the 21-day guarantee period. This is 21 days from the Invoice Date.
  • The Product is unused, clean and not damaged (unless damaged during delivery)
  • The product is fit for resale. It is still in its original packaging.
  • Unless the product shipped was different from the one you ordered, or you received a damaged order, you will be responsible for paying the Returns Shipping Costs.
  • A 20% re-stocking fee applies.
  • For returns, refunds are credited after we receive the product.
We are compliant with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCR”).

If the goods have already been dispatched and it is simply a 'change of heart' then the return and delivery costs will be bourne by You, the customer.
However, if there is a fault, the return delivery costs will be bourne by Us, TheWheelchairPro.com.

Cancellations/ Refunds and Restocking Charges

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (“CCR”) you have a right to cancel all or part of your contract at any time up to 14 days after the day on which you receive the goods, without giving any reason.  

To exercise the right to cancel you must inform us, within the cancellation period, of your decision to cancel your order by e-mail to customercare@TheWheelchairPro.com

Your right to cancellation does not apply to goods made to your specification which you will be directed to order by phone through our customer service team on 0203 371 0962 from 09.00am – 5.00pm weekdays (excluding Public Holidays).

In the event of a cancellation you will have to bear the direct cost of returning the goods. You can choose to return the goods yourself (after advising cancellation) or arrange for The Wheelchair Pro to collect the goods (when advising cancellation).

For parcels collected by The Wheelchair Pro for return; the cost of returning the item will typically be £8 + VAT per carton. For the return of large items delivered on a pallet the return cost would typically be £45 + VAT. Goods will be collected within 14 days of cancellation.  We are able to provide freepost labels for the return of smaller items; the cost of this is typically £3.50 + VAT. Goods should be returned complete and in original product packaging.

If you choose to return any products to us, you must do so within 7 days of notifying The Wheelchair Pro of cancellation. We will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service (i.e. tracked and insured). If products returned directly by you are lost or damaged in transit, we reserve the right not to refund any amounts attributable to such loss or damage. If you are returning items we must be notified before return.

On receipt of returned goods, The Wheelchair Pro will reimburse you within 14 days. Any paid delivery charge will be included in your refund. You must take reasonable care of the goods while in your possession. We reserve the right to reduce the value of the refund if returned goods show evidence of use beyond the handling necessary to see whether the goods are as expected.

Any refunds given by us will be made to the debit/credit card account or PayPal Account (as applicable) provided when you placed your order. We may need to contact you for your credit card details in order to make the refund.

Where we deliver products to a third party in accordance with your order, you will only be able to exercise this cancellation right if you can arrange for us to collect the goods (or return the goods to us).

This is not intended to be a full statement of all your rights under the CCR. Full details of your rights under the CCR are available in the UK from your local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.

Damaged Goods

Please inform us within 2 working days. Please inform us verbally over the phone. And confirm in writing. If the damage is evident at the time you recieve delivery, the carriers delivery records should be endorsed accordingly.

Retain goods and packaging for inspection. Claims will generally be accepted if made within 2 days of receipt of goods.

Non-Returnables

Custom or Special Order Products such as Heavy Duty Wheelchairs and Ultra Lightweight Wheelchairs cannot be returned. 

All Bath Safety Products, Toilet Seats, Incontinence Products, etc are also Non-Returnable due to Hygiene Issues.

If you decide that you would like to return or exchange a product you will need to obtain a Return Authorization Number - You will be responsible for the return shipment unless the product was damaged upon delivery.

Please DO NOT Return an Item Without a Return Authorisation number. Nor Return Direct to Manufacturer!

For returns, refunds are credited after we receive the product.

Cancellations

We work hard to see that our products ship quickly.  If you cancel your order after it has already shipped we consider it a return and the above policies apply.

THANK YOU for Being a Wheelchair Pro Customer. We truly appreciate you!


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