Refund policy
Refund & Returns Policy
For online change-of-mind returns, please tell us within 14 days of receiving your order that you want to cancel. You then have a further 14 days to return it. This does not limit your rights if an item is faulty, damaged or not as described.
Please include your order details or other proof of purchase, and return the item with its accessories. You may inspect it as you would in a shop. We may reduce a refund for loss in value caused by handling beyond what is needed to establish its nature, characteristics and functioning.
Before returning any item, please contact us at support@mobilityrobot.co.uk to obtain a verified return reference number, so we can identify your order and provide return instructions. This process does not remove your statutory right to cancel.
Returning Your Order to Us
We understand that returning larger items may be difficult without support. We are pleased to offer a collection service through our trusted logistics partners for a fixed fee of £100 (Specialist courier).
If you would like to use this service, please ensure your item is fully boxed and securely sealed for safe transport. Please note, a valid return reference number is required before arranging collection.
Alternatively, you may return your item via your own preferred courier. We strongly recommend obtaining insurance cover equal to the full value of the item to protect against any damage in transit.
Return Address:
Bentech Medical Ltd
Unit 2 Old Forge Road
Wimborne, Dorset
BH21 7RR
United Kingdom
Retaining Packaging
When receiving your product, we encourage you to carefully unpack and inspect it to ensure it meets your expectations. Please retain all original packaging, to help protect it during return transport. If you no longer have the packaging, please contact us about suitable alternatives.
If the product has been used, installed, or handled in a way that affects its condition, we may apply a partial refund to reflect any loss in value. We may also request photos of the item before approving the return.
Refunds will be made without undue delay and no later than 14 days after we receive the goods back or evidence that you sent them, whichever is earlier. Any standard delivery charge you paid will also be refunded; the extra cost of an upgraded delivery service is not refundable.
Damages and Issues
We kindly ask you to inspect your order upon delivery. If you suspect any damage during transit or upon arrival, please notify us as soon as possible, ideally within 48 hours, so that we can evaluate and resolve the issue. This request does not affect your statutory rights.
Exceptions / Non-Returnable Items
The change-of-mind cancellation right has exceptions, including:
- Goods made to your specifications or clearly personalised for you.
- Sealed goods unsuitable for return for health protection or hygiene reasons, where the seal has been broken.
Sale items have the same statutory rights as full-price items. These exceptions do not remove rights for faulty or misdescribed goods. If you are unsure, please contact us.
Exchanges
If you would like to exchange an item, the quickest way is to return the original item and place a new order once the return is accepted.
Refunds
We will confirm your refund and use your original payment method. The refund timing is explained above. For faulty, damaged or misdescribed goods, please contact us so we can arrange an appropriate remedy and return transport in line with your statutory rights.
Please allow time for your bank or credit card provider to complete the refund process.
If more than 15 business days have passed since your refund was approved and you have not received the funds, please contact us at support@mobilityrobot.co.uk, and we will be happy to assist.