Terms & Conditions

These terms explain how orders placed with Better Independent Living are handled. We have kept them as clear and straightforward as possible.

If you are buying as a consumer, your statutory rights are not affected.

About us

Better Independent Living is a trading name of Mobility Smart Limited, a company registered in England and Wales under company number 05251905. Our VAT number is 852 0340 59.

Our trading address is:

Mobility Smart Limited
Unit 12–13, Creamery Industrial Estate
Kenlis Road
Barnacre
Preston
Lancashire
PR3 1GD

Email: contact@betterindependentliving.co.uk
Telephone: 01524 888453

In these terms, “we”, “us” and “our” mean Mobility Smart Limited trading as Better Independent Living.

Who these terms apply to

These terms apply to orders placed through our website, by telephone, by email, by purchase order or by any other agreed method.

A consumer is someone buying wholly or mainly for personal use.

A business customer includes any business, trade customer, reseller, care home, charity, healthcare provider, NHS body, council, school or other organisation buying for professional, commercial or organisational use.

These terms should be read alongside our Returns Information, Delivery Information, VAT Relief information, Privacy Policy and any important information shown on the product page or agreed in writing.

If we expressly agree something different in a written quotation or agreement, that will apply to that order. Terms included on a customer’s purchase order do not apply unless we have agreed to them in writing.

Orders and acceptance

You must be at least 18 to place an order.

Placing an order is an offer to buy from us. A contract is formed when we accept the order by dispatching the goods or confirming acceptance in writing. An automatic email, payment authorisation or order acknowledgement does not necessarily mean the order has been accepted.

We may refuse or cancel an order where:

• Goods are unavailable.

• Payment is not authorised.

• There is an obvious pricing or listing error.

• The order appears fraudulent.

• The delivery address or access is unsuitable.

• We cannot reasonably fulfil the order.

If we cancel after taking payment, we will issue a refund.

We supply goods for delivery within the UK unless agreed otherwise in writing.

Product suitability and advice

Many of our products are mobility, healthcare and daily-living aids. Choosing the right size, type and weight capacity can be important.

Any advice or guidance we give is based on the information available to us at the time. Unless we have expressly agreed to carry out an assessment, we cannot fully assess the user, medical needs, property, care setting or intended use.

You are responsible for checking that a product is suitable for the intended user and location. If there is any doubt, please speak to a suitable healthcare professional, such as an Occupational Therapist, clinician or physiotherapist, before ordering.

Products are not supplied on a trial basis unless agreed in writing. Online and telephone customers may inspect goods as they reasonably would in a shop, but unnecessary use, installation or handling may reduce the refund available on a change-of-mind return.

Nothing here removes a consumer’s rights where goods are faulty, misdescribed, unsatisfactory or not fit for a purpose that was clearly made known to us and reasonably relied upon.

Descriptions, images and specifications

We take reasonable care to keep product descriptions, images, prices and specifications accurate.

Manufacturers may change colours, packaging, labels, accessories or specifications. Images may show optional accessories or example settings that are not included unless stated.

Dimensions, weights, user-weight limits, battery ranges and similar figures are normally supplied by the manufacturer and should be treated as approximate. Battery range and performance can vary with user weight, terrain, temperature, tyre pressure, battery condition, charging and product settings.

If a particular measurement, colour, part number, accessory, compatibility point or feature is essential, please ask us to confirm it before ordering.

Goods supplied to consumers must still match their description, be of satisfactory quality and be fit for their normal purpose.

Prices, payment and VAT relief

Prices are shown in pounds sterling. Where VAT applies, the VAT-inclusive price will be shown unless stated otherwise.

Some eligible products may show a VAT-relief price. VAT relief depends on the product, the user and HMRC rules. Anyone claiming relief is responsible for giving an accurate declaration. If relief has been claimed incorrectly, we may charge the VAT due and provide information to HMRC where legally required.

Delivery charges, large-item charges and remote-area surcharges will be shown before purchase where possible. Where the exact amount depends on the product, postcode or specialist carrier, we will contact you before accepting or dispatching the order and will not proceed until it has been agreed.

We may change prices at any time before accepting an order. If an obvious pricing or listing mistake has occurred, we may cancel the order and refund any payment.

Payment must be made using an accepted payment method unless an approved credit account has been agreed.

We may carry out reasonable identity, address and fraud-prevention checks. Personal information is handled in line with our Privacy Policy and applicable data-protection law.

Delivery and access

Delivery dates and times are estimates unless we expressly guarantee them in writing. We will make reasonable efforts to meet them, but couriers, suppliers, weather, traffic and other events outside our control can cause delays. This does not remove any legal rights you may have.

Orders may be delivered in more than one parcel.

You must provide an accurate address and make sure someone is available where required. Reasonable redelivery, storage or return costs may be charged where delivery fails because the address is wrong, nobody is available or suitable access has not been provided.

Large or bulky goods may be delivered boxed, on a pallet, to the kerbside or as close to the property as the carrier can safely reach. Unpacking, assembly, demonstration, room-of-choice delivery and packaging removal are only included where this is expressly stated or purchased.

For in-home or specialist delivery, you must provide safe access, suitable parking and enough space. It is your responsibility to check that the product will fit through doors, corridors, lifts and stairways.

A delivery team may stop or rearrange a service where access or conditions are unsafe, unsuitable or could cause injury or damage.

For consumers, responsibility for the goods passes to you when they are delivered into your physical possession or to someone nominated by you.

For business customers, risk passes when the goods are delivered or when delivery cannot be completed because of something the customer has done or failed to do.

Remote and offshore areas may cost more, take longer or have fewer delivery options. Where goods are delivered to Northern Ireland, they are supplied on the basis that they are intended for final use or resale within the UK and will not be exported to the EU without any declarations or authorisations required by law.

Checking deliveries

Please check goods and packaging as soon as reasonably possible.

Damage, shortages or incorrect goods should preferably be reported within 48 hours. Clear transit damage should be reported as soon as possible and, where reasonably possible, within five days. A later report may be harder to verify, particularly after goods have been used, assembled, moved or unpacked.

Please keep the packaging and take photographs where possible. Do not use, install or dispose of damaged or incorrect goods unless we ask you to.

These reporting times help us investigate with the carrier and do not remove a consumer’s statutory rights.

Cancellations and returns

Our full return instructions and change-of-mind collection costs are shown on our Returns Information page:

https://www.betterindependentliving.co.uk/returns-information/

Consumers buying online or by telephone normally have 14 days after receiving the goods to tell us they wish to cancel, followed by a further 14 days to return them.

The customer is responsible for the direct cost of a change-of-mind return except where our Returns Information says that a free small-parcel return applies.

Large, heavy or bulky products can cost £80 or more to collect. The expected direct cost will be confirmed before we arrange collection.

You may inspect goods as you would in a shop. If they have been unnecessarily used, installed, marked, damaged, contaminated or returned incomplete or poorly packed, we may make a fair deduction for the actual reduction in value.

Change-of-mind rights do not normally apply to goods made, personalised or specially adapted for you, or to sealed health and hygiene goods once opened. This does not affect your rights where goods are faulty, damaged, incorrect or not as described.

Please contact us before returning anything so we can provide the correct address and instructions.

Faulty goods

If you believe an item is faulty, please contact us with your order number and details of the problem. Photographs or a short video can often help us resolve the issue more quickly.

We may ask reasonable questions, suggest simple checks or involve the manufacturer’s technical team. However, a consumer’s legal rights remain against us as the retailer.

Where goods are faulty, we will deal with the matter in line with your legal rights. Depending on the product, fault and timescale, this may include a repair, replacement, price reduction or refund.

If an item returned as faulty is tested and no fault is found, or the problem was caused by misuse, accidental damage, incorrect assembly, lack of maintenance, modification or use against the instructions, we may charge reasonable inspection and carriage costs where permitted by law.

Guarantees and maintenance

Products normally include the manufacturer’s guarantee where applicable. This is in addition to a consumer’s statutory rights.

Guarantees do not normally cover fair wear and tear, misuse, accidental damage, neglect, incorrect assembly or charging, lack of maintenance, unauthorised repair or modification.

Batteries, tyres, upholstery, ferrules and other consumable or wear items may have limited cover. Rechargeable batteries must be charged, used and stored in line with the manufacturer’s instructions, including during periods when the product is not being used.

You must read and follow the instructions, safety warnings and maintenance guidance supplied with the product.

Business and organisational customers

Business customers do not have an automatic cooling-off or change-of-mind return right.

Non-faulty goods are only returnable if we agree in writing beforehand. Special-order, non-stock, supplier-direct, made-to-order, adapted, installed, used or hygiene-sensitive goods are normally non-returnable.

Where we agree a business return:

• Goods must be unused, complete, in their original packaging and saleable as new.

• A restocking or handling charge may apply.

• Carriage, collection, inspection, repackaging and supplier charges may be deducted.

• We may issue a credit note rather than a refund.

Business customers must inspect goods promptly. Damage, shortages or incorrect goods must be reported in writing within 48 hours, with photographs and packaging retained. Where delivery is made directly to an end user or site, the business customer remains responsible for arranging prompt inspection.

Business customers are responsible for checking suitability, carrying out any necessary risk assessments and providing suitable instructions, training and aftercare when goods are resold, hired, installed or supplied to another person.

Unless agreed otherwise, approved credit-account invoices are payable within 30 days. We may charge statutory interest, compensation and recovery costs on overdue business debts.

Business customers must not withhold or set off money owed to us unless we have agreed this in writing or they have a legal right to do so.

Ownership of goods supplied to a business customer does not pass until we have received full cleared payment.

Our liability

Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation or anything else that cannot legally be excluded.

For consumers, we are responsible for losses that are a foreseeable result of our breach of contract or failure to use reasonable care and skill. We are not responsible for business losses where goods were bought as a consumer.

For business customers, our total liability relating to an order will not exceed the price paid for the goods giving rise to the claim, except where liability cannot legally be limited. We are not liable for indirect or consequential loss, loss of profit, business, contracts, goodwill, anticipated savings, data or business opportunity.

Events outside our control

We are not responsible for delay or failure caused by events outside our reasonable control. This may include supplier or courier disruption, strikes, severe weather, fire, flood, power failure, cyber incidents, regulatory changes, import or export disruption, war or similar events.

We will contact you where practical and take reasonable steps to reduce the effect of the delay.

Privacy

We use personal information to process orders, take payment, arrange delivery, prevent fraud, manage returns, provide customer service and meet our legal obligations.

Full details are set out in our Privacy Policy:

https://www.betterindependentliving.co.uk/privacy-policy/

General

If we do not enforce part of these terms immediately, this does not mean we have given up the right to enforce it later.

If any part of these terms is found to be invalid or unenforceable, the remaining terms will continue to apply.

We may update these terms from time to time. The terms applying to an order are those in force when the order is accepted.

These terms are governed by English law. Consumers may bring proceedings in England and Wales or in the part of the UK where they live. For business customers, the courts of England and Wales have exclusive jurisdiction.

Contact us

For questions about an order, delivery, return or product fault, contact:

Email: contact@betterindependentliving.co.uk
Telephone: 01524 888453