Refunds & Returns
If you would like to cancel your order before it is dispatched, please call us on 01904 690666 as soon as possible. We try to dispatch orders quickly so please be sure to let us know as soon as you can. If you have already received a dispatch confirmation email then your order has already been processed and dispatched.
Please note that once your order has been dispatched we cannot cancel it and the below returns policy comes into effect.
Returning online purchases
We hope that you are happy with your order, but if this isn’t the case we may be able to exchange the product for you instead, if you need to discuss anything please call us on 01904 690666 or email firstname.lastname@example.org
You have the right to return your order within 14 calendar days of receiving the goods. After this period we cannot accept any returns.
If you wish to cancel your order please follow the below process. We aim to make the returns process as straight forward as possible for you.
To cancel your order you must contact us via telephone to notify us of your decision to return where we will provide you with a returns reference number.
To receive a full refund the product(s) must be returned complete, unused, in an undamaged state and in the original packaging.
We will not refund you any supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us.
If the goods are not returned in their original condition, Able to enable reserves the right to charge for repair or replacement of any product(s)
We're happy for you to unpack the item and inspect it properly. However, if you’ve used or installed it we will only make a partial refund to cover the loss in value of the product. This could be up to 50% of the price of the item.
Unfortunately we cannot accept returns on product(s) that are Made To Order, have been specially adapted to suit your requirements, or for products that can void Health & Safety regulations if used e.g. incontinence, bathroom or toilet products. A refund can only be given if the product(s) arrives faulty, damaged or incorrect. For incontinence products a refund can only be granted if you haven't opened the outer packaging/wrapping.
There are three options for returning your item(s) to us.
You can return your order to;
Returns Department, Able to Enable ltd, Crockey Hill, York, North Yorkshire, YO19 4SJ.
The other options are a collection return where will arrange a courier to collect the item(s) from you (if your order was over £50) or if the item(s) requires dismantling we can arrange an engineered collection. The associated costs and details of these options are detailed below.
Engineered Collection Policy
Where goods need to be dismantled to enable return we can arrange to send a mobility technician to collect the product from you at a convenient time.
- If this service is needed, please notify us by phone or in writing within 14 days of the product being delivered.
- By ordering this service you agree to pay a cost of £80 (confirmed beforehand) as an engineer service fee.
- If your product(s) were delivered by Standard Delivery and you wish to return them via courier you’ll incur one of the following charges, depending on the product.
- We regret that the following charges are incurred by ourselves when we arrange a courier to collect your item for you, so if you select a returns collection you are agreeing to pay the applicable returns fee. If you do not wish to pay the collection return fee, we are happy for you to make your own arrangement to return the goods to us.
Orders under £50 – Collection return not available, please send your order back to us
Daily living aids - £15.00
Walking aids - £15.00
Manual Wheelchairs - £20.00
Bathing aids - £20.00
Mobility scooters - £50.00
Riser Recliner chairs & Furniture - £50.00
Powered wheelchairs - £50.00
ALL REFUNDS WILL BE PROCESSED WITHIN 14 DAYS FOLLOWING THE RECEIPT OF THE GOODS BACK TO US.
Damage On Delivery
IMPORTANT - Goods damaged in transit must be reported immediately by signing the delivery note 'Damaged On Arrival'. Please check the packaging for damage before you sign for the delivery. You MUST inform Able to Enable as soon as possible within 24 hours of delivery/receipt of the goods that damage has occurred. Any damaged goods must be retained by the buyer for any inspection. If the delivery note is signed without the comment ‘Damaged On Arrival’ Able to Enable cannot be held responsible for damages. Customers may be requested to supply photos of the damage sustained in delivery in order for us to make a claim with the courier.
If any goods arrive damaged please follow the instructions on the dispatch conformation email and we will normally arrange collection of the item(s) for you at our own cost.