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Refunds and Returns
Guarantee / Warranty
Each product comes with a manufacturer’s warranty as standard for peace of mind.
Let's Roll Mobility honors all of its obligations under consumer law. In the unlikely event that your goods are faulty please contact us and we will arrange an appropriate remedy. Depending on the fault we will send an replacement, provide a refund or repair the item.
Goods are guaranteed free of faults and defects for each individual manufactures stated period. Damage caused by incorrect use or parts that are exposed to natural wear and tear (e.g. brake block, brake cable, wheel, seat, bag and handle etc.) are exempt from the manufacturer warranty.
The warranty is void if unauthorized spare parts or accessories have been or are being used on the product during the warranty period.
Any damage resulting from normal wear and tear, improper use, maintenance neglect, etc. is not covered by warranty.
Products are for personal use and not commercial use. Goods sold / used commercially are not covered by warranty. This also applies to products that have been modified.
Cancellation
If you wish to cancel your order before we’ve dispatched it, please email our Sales Team, to request the cancellation.
We dispatch items on the same day if ordered before 3pm (PT), so if you need to cancel your order please do so as soon as possible.
Please note once we have dispatched item(s) to you, the order cannot be cancelled and the below returns process comes into effect with their respective charges.
Returns
We hope you love your product but if the item is not suitable, simply contact us within 14 days of receipt for the return address.
The item must be returned as new, unused, in its original packaging and in a saleable condition (at the full discretion of Let's Roll Mobility), within 14 days of receipt. In the case of an outdoor rollator, wheelchair etc., the item must only have been tested indoors (not outdoors).
You will be responsible for any return / delivery charges. We advise you insure the returning goods to their full value, as we cannot be responsible or refund goods damaged or lost in transit.
To be eligible for a return, your item must be unused and in the same condition that you received it. The goods must be in their original box and internal packaging, and packed/taped securely. If an item arrives back to us damaged or in unsatisfactory packaging they will not be accepted and returned to sender with the courier.
Some types of goods are exempt from being returned. Non-returnable items include:
- Paint sticks
- Custom / modified products
- Special order products not availabile on our website
- Any item not in its original condition and packaging, is damaged or missing parts for reasons not due to our error
- Any item more than 14 calendar days after delivery
It is important that you contact us prior to returning any item. Please do not send your purchase back without prior notification - we will not be held responsible for items that are sent back to an incorrect address.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Once checked and approved, your refund will be processed and a credit will automatically be made to the original method of payment and within the card issuers time-frame.
Refund Timelines
Refunds are issued within two business days of the inspection.
Damaged Goods
Upon receipt of your order, if you suspect your goods have been damaged in transit please sign the delivery note as 'damaged'. You must retain the packaging and inform us immediately, giving as much information as possible. Simply signing for the delivery means you are signing to confirm the delivery has been received in good condition, you must sign for as 'unchecked' or 'damaged' in you suspect there is a problem.
Exchanges
If you wish to exchange your item for another one, for example change the size or color of the walker, this isn't a problem, as long as it is returned in the condition you received the item. The shipping expenses will be the responsibility of the customer.
Sale / Special Purchase Items / Custom Orders
Only regular priced items may be refunded, unfortunately sale / special purchase items cannot be refunded. Custom orders are non-returnable as they are outside of our normal stock.
Contact Us
Items need to be shipped back to our address as per our contact us. On that page, you can also find details on how to speak with us should you have any clarifying questions, we would be more than happy to help.