Returns Made Simple

We want returns to be straightforward and fair.

Small Royal Mail returns are free. Larger products cost much more to collect, so where you have simply changed your mind, we pass on the direct return cost rather than adding it to everybody’s prices.

Faulty, damaged or incorrect items

If an item is faulty, damaged, not as described or not what you ordered, please contact us. We will put it right and cover any necessary return or collection.

The charges below only apply to correctly supplied items that you no longer want. Nothing here affects your statutory rights.

Changing your mind

For most products bought online or by telephone, you have 14 days from receiving the goods to tell us you wish to cancel. You then have a further 14 days to return them or arrange an agreed collection.

Please email contact@betterindependentliving.co.uk with your order number before returning anything. We will confirm the return address and your options.

Change-of-mind return costs

Small parcels – free

We will provide one free Royal Mail return label where:

• The packed parcel weighs no more than 5kg.

• The packed parcel measures no more than 46 × 46 × 61cm.

• It is securely packaged.

• The Royal Mail returns service is available from your address.

The free service covers one qualifying parcel per order.

Larger parcels – £14.95

If the parcel is too large or heavy for Royal Mail and needs a courier such as DPD, we can arrange the return for £14.95. This will be deducted from your refund.

You may arrange your own tracked and insured return instead.

Large or bulky products – normally £80 or more

Mobility scooters, riser-recliner chairs, specialist seating, large wheelchairs and beds normally need a specialist carrier and sometimes a two-person team.

Collection will normally cost £80 or more, depending on the product, postcode and access. We will tell you the expected cost before booking it, and the direct charge will be deducted from your refund.

Remote and offshore collections may cost more and take longer.

Looking after the product

You may unpack and inspect a product as you would in a shop, but the cancellation period is not a free trial.

Please look after it and keep the packaging where possible. We may reduce the refund if unnecessary handling or use has lowered its value. This includes outdoor use or mileage, marks, smells, missing parts or damage caused by poor return packaging.

Original packaging is not essential, but the product must be packed safely. Genuine loss in value or reasonable replacement-packaging costs may be deducted.

Products that cannot normally be returned

Change-of-mind returns do not normally apply to:

• Products made, personalised or specially adapted for you.

• Sealed health or hygiene products once opened.

• Other products excluded by law.

This may include sealed incontinence, toileting, bathing, bedding, mattress, intimate-use or medical products once opened.

Your normal rights still apply if the item is faulty, damaged, incorrect or not as described.

Refunds

Refunds are normally made to the original payment method within 14 days of receiving the goods back or receiving satisfactory evidence of return.

If you cancel the whole order, we will also refund the standard outward delivery charge. If you chose premium delivery, we will refund the cost of our standard option.

Any collection charge or fair deduction for reduced value will be clearly shown.

Fair use

Free small-parcel returns are limited to one parcel per order and two free returns per customer in any six-month period.

After that, you can still return an eligible item, but you must pay the direct return cost or arrange your own return. This limit does not apply to faulty, damaged, incorrect or misdescribed goods.

Remote and offshore deliveries

Our standard charges and delivery times cover most addresses. Scottish Highlands and Islands, Northern Ireland, Isle of Man, Isle of Wight, Scilly Isles, Channel Islands and other remote or offshore areas may cost more and take longer.

Where possible, this will be shown before purchase. If the exact cost depends on the product, postcode or specialist carrier, we will contact you before dispatch.

We will not dispatch until any extra charge or revised timescale has been agreed. If you do not wish to proceed, we will cancel the order and issue a full refund.

Refused deliveries and missed collections

If a correctly supplied order is refused because you have changed your mind, the direct return cost may be deducted from your refund.

A failed collection may also incur another direct charge if nobody is available, the item is not ready or the carrier cannot safely access it.

These charges do not apply when goods are faulty, visibly damaged or clearly incorrect.

Business orders

These change-of-mind rights apply to individual consumers. Non-faulty business, trade, NHS, care-home, charity and other organisational purchases are not automatically returnable unless agreed in writing.

Starting a return

Email contact@betterindependentliving.co.uk with your order number, the item and reason for return, and whether it has been opened, assembled or used. Please include photographs if it is faulty, damaged or particularly large.

We will confirm the next step and any charge before arranging a collection.