Returns & Refunds Policy
We want you to be completely satisfied with your purchase. Our returns policy is designed to be fair and straightforward.
Quick Overview
- 30-day return period for most items
- Items must be unused and in original packaging
- Full refund on faulty or mis-described items
- Collection service available for large items
Standard Returns
We offer a 30-day return period on most products from the date of delivery. To be eligible for a return:
- The item must be unused and in the same condition as received
- The item must be in its original packaging with all tags and labels attached
- You must have the receipt or proof of purchase
- The item must not be a customised or made-to-order product
How to Return an Item
- 1
Contact Us
Call us on 01379 651 600 or email to request a return. We'll provide you with a returns reference number.
- 2
Prepare Your Item
Securely package the item in its original packaging if possible, including all accessories and documentation.
- 3
Return the Item
For small items, post them to us. For large items, we can arrange collection (charges may apply for change of mind returns).
- 4
Receive Your Refund
Once we receive and inspect your return, we'll process your refund within 5-7 working days.
Refund Information
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.
If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-7 working days.
Please note:
- Original delivery charges are non-refundable unless the item is faulty or mis-described
- Return shipping costs are the customer's responsibility unless the item is faulty
- For change of mind returns on large items, a collection fee may apply
Special Categories
Mobility Scooters & Powerchairs
Due to their nature, mobility scooters and powerchairs have specific return conditions. They must be returned in as-new condition with minimal usage (less than 5 miles on the odometer).
Custom or Made-to-Order Items
Items that have been customised, made-to-order, or specially ordered for you cannot be returned unless faulty. This includes:
- Rise and recline chairs in custom fabrics
- Stairlifts (as they are fitted to your property)
- Vehicle adaptations
- Customised wheelchairs
Hygiene Products
For health and hygiene reasons, certain products cannot be returned if unsealed, including:
- Bathroom aids (toilet seats, bath boards, etc.)
- Personal care items
- Cushions and pressure relief products
Faulty or Damaged Items
If you receive a faulty or damaged item, please contact us immediately. We will:
- Arrange free collection of the item
- Provide a full refund including original delivery charges
- Or offer a replacement if preferred and available
Your statutory rights are not affected by our returns policy. You have the right to a refund, repair or replacement for faulty goods under the Consumer Rights Act 2015.
Need Help with a Return?
Our friendly team is here to help with any questions about returns or refunds.
Returns Address:
NBR Mobility Ltd
142-144 Victoria Road
Diss, IP22 4JN
Norfolk, United Kingdom