Terms and Conditions

Terms and Conditions

We Accept the Following Forms of Payment

Derbyshire Mobility Limited accept . Cash, Cheques & BACS payments, Visa, Visa Debit, Master Card, and American Express. We do not accept international payments, unless arranged in advance.

Credit Card Security

Purchasing items from Derbyshire Mobility is 100% safe and secure, we do not store any of your credit/debit card details.

Making A Purchase

We endeavour to process all orders within one full working day and have your product delivered to you in a box (kerbside) within 7 days depending on stock availability, we are always happy to check availability before you make your purchase, so please call beforehand if you would like us to check.

Engineer Delivery can take 7 – 14 days subject to diary availability . Please call in advance of purchase if you have any delivery restrictions.

All orders must have a landline telephone number for the delivery destination, and we will contact you before delivery is made.

Tax Charge

All prices shown are excluding VAT. If no VAT Exemption Declaration form is received, VAT will be added to your invoice and this will become due for payment immediately. No item purchased will be dispatched until either a valid VAT Exemption Declaration is received or the VAT is paid.

Non-acceptance of an order may be a result of one of the following:

The product you ordered being unavailable from stock.

Our inability to obtain secure address & postcode verified card payment authorisation for your payment.

The identification of a pricing or product description error.

Non-return of VAT Exemption Declaration or the VAT not being paid.

No contact phone number valid to a delivery address


The majority of our products are under warranty for twelve months by the manufacturer from the date of manufacture. This includes replacement part and/or electrical components, along with the labour required to resolve the issue. This does not cover an engineer call out or the labour to resolve issues, the fee will be equivalent to the delivery charge you paid for the item. If delivery was free, your callout during warranty period will be free unless it is deemed to be a problem caused by misuse of the product.

Your Warranty does not cover:

Evidence of product abuse, misuse.

When the product has not been properly maintained in accordance with care instructions

When the product is in an unsanitary condition (for example, caused by pets). We reserve the right to refuse to collect and/or dispose of any unsanitary product

If the product has been exported/used outside of Great Britain

Hire cost of replacement products

Order Cancellation

  • You are entitled to cancel your order, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services.
  • Your right to return products does not apply to goods made to your specification, that have been clearly made to a bespoke order.
  • If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.
  • To exercise the right to cancel, you must inform us of your decision to cancel your order in writing, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address.
  • If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction. Please see returns policy for further details. We reserve the right to charge a 15% restocking fee.
  • If an order is cancelled by you before the goods are received, but has been processed by Derbyshire Mobility, we reserve the right to charge any costs incurred (by Ourselves)

Collection Information

If it is convenient for you to collect your purchase from our shop, please do contact us so we can facilitate this. To collect your purchase, we must see photo ID, and proof of billing address, you may also fill out your VAT exemption form at this stage.

Delivery Information

Collection in Store

You are more than welcome to order your item online, and collect the item from our store:

Derbyshire Mobility Limited
88 Derby Road

Standard Delivery

You can have your purchase delivered by a courier, on a standard pallet delivery FREE on orders over £500 to any UK mainland address. (this is usually by TNT and on large items like scooters & riser chairs this will be to the nearest kerbside to your property as the vans do not always have pallet trucks to move the heavy item into your property. The courier will drop off the equipment in a box and it will be up to you to unpack and assemble your purchase. Orders less than £500 will be charged postage at £7.95 across the UK.

Free Local Engineer Delivery

We will deliver locally for free within a 20 mile radius, however, your delivery cost will be calculated on a radius from our postcode if you live further out than this.

Special Engineer Delivery and Setup

If you live further than 20 miles from our showroom, your product can still be delivered and installed at a cost dependent on how far away you live. Your product will be set up by an engineer, including a full demonstration. It costs a bit extra but is well worth the money. They will even take all the packaging away. Prices on this range from £50 to £250.

Delivery times are estimates only and no guarantee can be made unless in exceptional circumstances and it is approved by a member of our Sales Team. Where we have available stock, we will do our utmost to provide next day delivery. If you do require next day delivery, please contact our Sales Team directly on 01773 513235 for this service and this can be arranged for you at an additional cost.


Goods damaged in transit must be reported immediately by signing the delivery note ‘damaged on arrival’ and informing the company within 48 hours. Any damaged goods must be retained by the buyer for any inspection. If the delivery note is signed without the comment ‘damaged on arrival’ the seller cannot be held responsible for damages.

Tax Charges

All prices shown are excluding VAT. If no VAT Exemption Declaration form is received, VAT will be charged separately. No item purchased will be dispatched until either a valid VAT Exemption Declaration is received or the VAT is paid.

Returns Policy

We want you to be happy with your purchase. If you’re not, just return the item with proof of purchase and we’ll exchange or refund it. Your statutory rights are not affected in any way. Derbyshire Mobility Limited offer a 14 Calendar Day cooling off period in which customers can inspect the goods and determine suitability.

To exercise this right, you must notify us in writing or by email to:

Derbyshire Mobility Limited
88 Derby Road


01773 513235

When you have notified us of your request to return, we will then confirm how this will be actioned and of the costs involved.

The goods must be returned at your cost within 14 days of the date of your notification to us that you wish to return the goods.

All return carriage fees must be paid prior to goods being returned. Alternatively, Customers can return their orders themselves to our store at their own cost.

On return we will proceed with the Refund or exchange in line with the below refund policy.

Non-Returnable Goods

Bespoke goods and Goods that are effected by Health and Safety Standards include:

Prescriptions Powerchairs
Made-to-measure Furniture
Bath Lifts
Incontinence and Toilet Products

All returns must comply with the below so that they can be processed:

A copy of receipt or delivery note included with product

A brief written reason for return (if not returning product in person)

Unless faulty, product is returned in a resaleable condition. We’d expect this to mean that you’ve kept all original packaging and labels, and that it’s undamaged and unused.

If products are not returned in their original condition on return, Derbyshire Mobility reserves the right to charge for repair or replacement of any parts/product(s). This charge may include the cost of parts, materials, labour, re – packaging and a 15% restocking fee and any subsequent loss to Derbyshire Mobility. Where goods need to be dismantled to enable return, providing you notify us by phone or in writing within 14 days and agree to pay our costs (this will be confirmed beforehand), we will send a Mobility Engineer to your premises to collect the goods at a convenient time. This will be at a cost equal to your original delivery cost and will be within 14 days of receipt of confirmation of your return request.

Refund Policy

  • Subject to the above terms, refunds will be processed for reimbursement no later than 14 days after the day we receive the goods back from you.
  • Where a product has been made to measure, or personalised for you, unless faulty, we’re unable to refund or offer an exchange.
  • We will not refund supplementary costs such as delivery costs.
  • We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.
  • Administration Charges will apply to returned products, this will be in the form of a 15% restocking fee.
  • We will refund in the original payment method used to purchase.

Contacting Us

If you need to reach us, please email us on info@derbymobility.co.uk, alternatively, you can call on 01773 513235, or write to us at Derbyshire Mobility Limited, 88 Derby Road, Ripley, Derbyshire DE5 3HT.