Terms and Conditions

                        

Terms and conditions for shopping with us

  • These terms of sale
    •
        1. The terms and conditions on which we supply products to you (our "Terms") are set out below and apply to the sales contract between you and us. Our Terms apply whether you purchase goods in-store with us, online, via telephone, although some sections of the Terms may only be applicable to certain purchase methods. 
        2. Please read these Terms carefully before you order from us. These Terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information. These Terms apply at all times and take priority over anything that a member of our staff may have told you.
  • Information about us
    •
        1. Who we are. We are Redloan Limited trading as The Mobility Centre registered in Scotland under company number SC370742. Our main trading address is 10 Howard Court, Nerston, East Kilbride, G74 1QZ. Our VAT number is GB 9896 530 50.
        2. How to contact us. You can contact us by coming into store, telephoning our customer service team, or by writing to us using the addresses, telephone numbers and email addresses detailed in the Contact Us section
        3. How we may contact you. If we have to contact you, we will do so by telephone, WhatsApp (on 01355 267 788), or by writing to you at the email address or postal address you provided to us in your order.
        4. "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.
  • Service availability
    •
        1. Our website is intended for use by people resident in the UK. We do not accept orders from individuals outside the UK. We offer delivery services to individuals within our delivery area. Please read Section 6 Delivery below or contact us for more information on our delivery services and any associated costs. 
  • How a contract is formed between us
    •
        1. Visiting us in store. If you visit us in store, we will talk to you about the products and services you are interested in purchasing in detail. How a contract is formed between us depends exactly on what type of product you are purchasing:
          1. Items we hold in store. Occasionally we hold products in-store for you to view, test and purchase. If you purchase an item that you have inspected in store, you will be required to make payment in full at the time of making a purchase. In making payment, you confirm that you are happy with your product selection, and you agree to these Terms. Once this payment has been made, your purchase order is part of a legally binding contract with us.  
          2. Items we must order. On other occasions, we require to order items to order as we do not hold stock in our store. 
            1. Placing an Order. Details of all items, including fabrics, colours, size and fit will be thoroughly checked, verified and you will be asked to provide details to allow us to complete an order form and for a signature to confirm your choices. If you are purchasing an item above the value of £150 you may be asked to pay a deposit of 50% of the product value. Otherwise, you will be required to make payment in full at the time of placing an order. In placing and signing an order, you confirm that you agree that the order and its contents are correct, you are happy with your product selection, and you agree to these Terms. Once this confirmation has been given, and your deposit has been paid, we will provide you with a receipt detailing the products ordered ("Receipt"). This Receipt does not signify our acceptance of your order; we are simply confirming that we received your order.
            2. How we will accept an Order. The decision to accept your order is at our sole discretion. Once we have processed your order, by either preparing items for shipping or checking with third party suppliers, we will send you written communication advising the order has been accepted and will provide you with estimated delivery dates ("Order Acceptance Message"). This will normally be via Whatsapp using the mobile telephone number you provide to us during the ordering process. You can choose to provide the telephone address of a trusted friend or relative, if you do not have easy access to your own phone. Our acceptance of your order will take place when we send you the Order Acceptance Message, at which point a legally binding contract will come into existence between you and us (an "In-store Order").
            3. If we cannot accept an Order. If we are unable to accept your order, we will inform you of this and the reason why. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, our inability to obtain authorisation for your payment, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified. In the event of non-acceptance, your payment will not be processed or if we have taken full or part payment prior to non-acceptance of your order, then we will refund you by the same method as the original payment was made, but please note that it can take up to 14 days for the transfer of the funds to you (see Section 12 Refunds and Returns).
        2. Online, telephone or off-premises sales
    1. Placing an order
      2.
              1. Ordering online. To place an order for products, simply add the products you wish to your shopping basket, then proceed to the check out using your chosen payment method. You will be given an opportunity to review your order prior to submitting it. Once you have placed your order (and payment has been successfully verified and authorised by your bank), your order receipt will be displayed on screen together the order number ("Online Order"). We will email you a copy of the sales receipt to the email address you provided. This email does not signify our acceptance of your order; we are simply confirming that we received your order.
              2. Telephone. To place an order for products, please call our team use the details contained within the Contact us section. We will talk to you about the products and services you are interested in purchasing in detail. If you are purchasing an item above the value of £150 you may be asked to pay a deposit of 50% of the product value. Otherwise, you will be required to make payment in full at the time of placing an order. If you decide to proceed with a purchase, we will take your card details over the telephone to allow you to pay for your products ("Telephone Order"). We will provide you a copy of the sale receipt in writing, normally to the email address you provided. This email does not signify our acceptance of your order; we are simply confirming that we received your order.
              3. At your home, or other premises. If you purchase products from us at your home, on your doorstep, or at any third party premises (for example a trade show or convention), we will talk to you about the products and services you are interested in purchasing in detail. We ("Off-Premises Order"). If you are purchasing an item above the value of £150 you may be asked to pay a deposit of 50% of the product value. Otherwise, you will be required to make payment in full at the time of placing an order. We will provide you a copy of the sale receipt in writing, either in person or to the email address you provided. This email does not signify our acceptance of your order; we are simply confirming that we received your order.
            1. How we will accept your order. The decision to accept your order is at our sole discretion. Once we have processed your order, by either preparing items for shipping or checking with third party suppliers, we will send you written communication advising the order has been accepted and will provide you with estimated delivery dates ("Order Acceptance Message"). This will normally be via email or WhatsApp using the contact details you provide to us during the ordering process. You can choose to provide the email address or telephone number of a trusted friend or relative, if you do not have easy access to your own emails or messages. Our acceptance of your order will take place when we send you the Order Acceptance Message, at which point a legally binding contract will come into existence between you and us. 
            2. If we cannot accept your order. If we are unable to accept your order, we will inform you of this and the reason why. This might be because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, our inability to obtain authorisation for your payment, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified. In the event of non-acceptance, your payment will not be processed or if we have taken full or part payment prior to non-acceptance of your order, then we will refund you by the same method as the original payment was made, but please note that it can take up to 14 days for the transfer of the funds to you (see Section 12 Refunds and Returns).
    2. Products
      3.

      We are pleased to offer a wide range of products for sale at The Mobility Centre. 

      1. Description of products. We will take all reasonable care to ensure that all details, descriptions and prices of products appearing on the website and in our catalogues are correct at the time when the relevant information was entered onto the website or printed. Although we aim to keep our materials as up to date as possible, the information including Product Descriptions appearing in our materials at a particular time may not always reflect the position exactly at the moment you place an order. We cannot confirm the price of a product until your order is accepted in accordance with our order acceptance policy.
      2. Products may vary slightly from their pictures. The images of the products on our website, in our catalogue and in our sales material are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your device's display of the colours accurately reflects the colour of the products. Although we have made every effort to be as accurate as possible, because many of our products are bespoke, all sizes, weights, capacities, dimensions and measurements indicated on our website may not be exactly as shown. 
      3. Product packaging may vary. The packaging of the product may vary from that shown in images on our website or in our catalogues. 
      4. Making sure your measurements are accurate. If we are making the product to measurements you have given us, you are responsible for ensuring that these measurements are correct. If you require any help with taking measurements, or are unsure about which selection to make, please contact us using the telephone numbers and email addresses detailed in the Contact Us section.
    3. Delivery, title and risk
      4.
          1. Delivery location. If you are unable to collect the products from us we can arrange delivery for you. We offer delivery services for our items to most postcodes within Glasgow and Renfrewshire. If you live out with this area, we may still be able to deliver to you. Please contact us to discuss your requirements and whether we can provide delivery services to your address for the products purchased. 
          2. Delivery costs. The costs of delivery will be as communicated to you before purchase. Delivery charges will vary depending on the priority and destination you choose to have the product delivered to during the order process. 
          3. When we will provide the products. During the order process we will let you know when we will provide the products to you.  For bespoke, made to order or personalised products we will contact you with an estimated delivery date, which will be, where reasonably possible, within the timescales outlined in the Product Description of each product. We will also keep you updated via email or telephone throughout the process. If you have asked us to deliver the products, we will contact you when the products have arrived with us to arrange delivery at a convenient time for you. At this stage, we will ask you to make payment of any balance of the product price outstanding. 
    4. We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control, then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay of 2 months beyond the anticipated deliver date, we may contact you to discuss what options are available to you, including the provision of an alternative product.  You must tell us if there is any change to your delivery address after the order is placed.
    5. If you are not at home when the product is delivered. If no one is available at your address to take delivery, we, or the courier we instruct, will leave you a note informing you of how to rearrange delivery If, after a failed delivery to you, you do not re-arrange delivery or collect them from a delivery depot, you will be contacted for further instructions. We may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.
    6. When you become responsible for the products. A product will be your responsibility from the time we deliver the product to the address you gave us. 
    7. When you own products. You own a product once we have received payment in full.
    8. What will happen if you do not give required information to us. We may need certain information from you so that we can supply the products to you, for example, height and weight measurements must be provided before we can supply a bespoke riser chair. If so, this will have been stated in the description of the products on our website. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
    9. Your rights to make changes
      10.

      If you wish to make a change to the product you have ordered, please contact us. We will let you know if the change is possible. If it is possible, we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. 

    10. Our rights to make changes
      11.

      We may change the product to implement minor technical adjustments and improvements, or if required by law. These changes should not affect your use of the product.  If there are more significant changes to these Terms or the product ordered, we will notify you of those changes. If you wish to cancel your order before those changes take effect, you may do so, and you will receive a refund of any products paid for but not received in accordance with our refund policy.

    11. Warranty
      12.
          1. Many of our products come with a guarantee to give you peace of mind. The length of the guarantee depends on the manufacturer or the supplier of the products. Information about the warranty period will be within the product description on our website, on the Order Acceptance Message or will be given to you by our staff when you are placing your order. 
          2. Your warranty covers your personal use of the products. It does not cover damage resulting from, general wear and tear, accidents, improper handling of the products, inappropriate use, failure to follow care instructions, modification, improvements or repairs, or your negligence. It does not cover normal wear and tear. It also does not cover products that have not been purchased from us or which have been repaired or altered by an unauthorised third party. Our products are intended solely for domestic use and we give no guarantees or undertakings in respect of the use of our products for commercial purpose. By agreeing to these Terms, you agree that we are in no way responsible for any non-domestic or commercial use of our products.
          3. If you are a consumer, this warranty is in addition to, and does not affect, your legal rights in relation to products that are faulty or not as described. Contact your local Citizens' Advice Bureau of Trading Standards Office for further advice about your legal rights.
          4. In the event of a warranty claim occurring during the warranty period, please contact us via phone at 01355 267788 giving your sales receipt number, your address, contact details and a summary of the problem, and if possible with accompanying photos. We will then notify you whether the claim is valid via telephone or e-mail within a reasonable period of time.
          5. If your warranty claim is accepted, we will offer you whatever the manufacturer or supplier's warranty is. This may include repair any faulty item free of charge, or in the event that a repair is not possible, the offer of a like-for-like exchange or a partial refund. 
    12. Consumer rights
      13.
          1. This section Consumer Rights applies only to individual consumers who have made an Online Order, a Telephone Order, or an Off-Premises Order. This section does not apply if you are a business, or if you are an individual who has purchased products from us in-store. 
    13. Consumer protection law gives individuals greater rights of cancellation and return if they buy certain products via a website, telephone or at their home as they will not have had the benefit of viewing the product in person prior to purchase. Most products which are bought via Online Order, a Telephone Order or an Off-Premises Order have 14 days to return change their mind about a product from the date the goods are received by them (the "Cancellation Period"). There are some exceptions to this, for example where the product is bespoke, made to your specification, or hygiene sealed. Please see Section 13.2 for a list of non-returnable items. Cancellation rights do not apply to these non-returnable items (unless there is a fault with them, or they are not as described). 
    14. In-store cooling-off period
      15.
          1. Notwithstanding the Section 4 (How a contract is formed between us), as a gesture of goodwill we offer all customers making an In-Store Order for Items we must order in accordance with section 4.1.1 a 48 hour cooling-off period from the date your order is placed, during which time an order may be cancelled or amended, and any deposit paid will be fully refunded ("In Store Cooling Off Period"). Please see Section 12.1 (Cancellation) for more information.
          2. As many of our products are manufactured to order, cancellation, or amendment of an In-Store Order for Items we must order after 48 hours may incur a charge and your deposit may not be refunded to cover costs for us processing, manufacturing and transporting the goods.
          3. If you need your items in a hurry, you can choose to waive the In Store Cooling Off Period meaning your products can be ordered straight away. If you choose to waive the In Store Cooling Off Period, you cannot change your mind about the order after it has been placed.  
          4. For the avoidance of doubt, a customer making an In-Store Order for Items we hold in store is not entitled to such an In Store Cooling Off Period.
    15. Cancellation
      16.
          1. If you wish to cancel an order:
            1. you have made instore within you must tell us within the In Store Cooling-Off Period; or
            2. you have made online, over the telephone or off-premises and it is a Returnable Item you must tell us within the Cancellation Period (that is 14 days of receiving the items, which are not Non-Returnable Items as described in Section 13.2).
          2. How to tell us you wish to cancel. To exercise your right to cancel you must provide us with your name, address, your order date, details of the order you want cancel (Order ID, Receipt or proof of purchase) and inform you wish to cancel the item by a clear statement. You can cancel by contacting us by email, telephone or by visiting us in store. 
          3. What we will do if you cancel. If you cancel your order in accordance with the provisions in Section 12.1  we will:
            1. refund you the price you paid for the products. However, please note we may reduce the amount refunded to reflect any reduction in the value of the products if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.
            2. refund any delivery costs you have paid, although the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of a product within 3-5 days at one cost but you choose to have the product delivered within 24 hours at a higher cost, then we will only refund what you would have paid for the cheaper delivery option;
            3. make any refunds due to you as soon as possible and in any event within the deadlines indicated below:
              1. if you have not received the product: 14 days after you inform us of your decision to cancel the contract; or 
              2. if you have received the product and we have not offered to collect it from you: 14 days after the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a Product to us, please see our Returns Policy
          4. If a Product has been delivered to you before you decide to cancel your contract. You must return it to us without undue delay in accordance with our Returns Policy and in any event no later than 14 days on which you let us know you wished to cancel the contract. 
          5. After the Cooling-Off Period or Cancellation Period. You are not entitled to cancel an order after the Cooling-Off Period or Cancellation Period has ended, or if you have waived your right to the Cooling-Off Period in accordance with Section 11.3. If you wish to return the products because they are faulty or not as described, please contact us. You will not be entitled to a refund of any deposit you may have paid. If the product is already on its way to you, you will have to return the products (and bear any cost of doing so) in accordance with our Returns Policy
    16. Returnable and Non-Returnable Items
      17.
          1. Returnable Items. A returnable item is one which can be returned to us. The product must:
            1. be unused and in their original condition (including all labels, parts / or and security or fire tags intact);
            2. have proof of purchase such as a receipt or a delivery note; and
            3. not be a non-returnable item (described below). 
          2. Non-Returnable items. A non-returnable item is one which cannot be returned to us (unless there is a fault with them, or they are not as described). Non-returnable products include: 
            1. products that have been altered amended and / or showing signs of wear, alteration, resizing or damage or otherwise not in their original condition;
            2. products that cannot be returned for hygiene reasons (for example, bedding, electrical adjustable beds, mattresses, toilet seats and commodes, showering and bathing products);
            3. products that are bespoke, personalised made to order, made to measure, or your specifications;
            4. products that have been delivered and installed (for example chair lifts, or hoists); and/or
            5. any other product we have specified is non-returnable at the time of order. 
          3. Orders that contain Returnable Items and Non-Returnable Items. Where your order contains separate products, some of which are returnable and some of which are non-returnable, it is important to note that any rights you may have apply to products on an individual basis. You may be able to partially cancel a contract in accordance with Section 12 in relation to one product, but not in relation to another. 
    17. Returns
      18.
          1. Returns will be processed in accordance with our Returns Policy
    18. Refunds
      19.
          1. If the products are returned or cancelled in accordance with these Terms, the cancellation procedure, and our Returns Policy (if applicable), we will refund the price of the product in full (subject to any deduction we are entitled to make in accordance with Section 12.3.3).
          2. All valid refunds will be issued via the same method as the original form of payment in accordance with the timeframes set out in Section 12.3.3. 
    19. Price and payment
      20.
          1. Price and sales tax. The price of the product ) will be the price indicated in our store, on our website, or in our catalogue when you placed your order. We take reasonable care to ensure that the price of the product advised to you is correct. The price of a product does not include delivery charges. Please contact us to find out the cost of delivery services in accordance with Section 6. Prices are inclusive of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect. 
          2. VAT exemptions. If you are chronically sick or disabled, you may be eligible for VAT relief on certain types of products we sell. This could include things such as wheelchairs, mobility scooters, specialist beds, chair lifts, and other lifting equipment. If you are eligible to buy goods VAT-free, we will ask you to complete a written declaration stating your eligibility. If you have any questions about your availability for such a relief, you can find more information on the UK government website here or contact the HMRC VAT-relief helpline on 0300 123 1073. 
          3. Mistakes with our product prices. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any goods provided to you.
          4. Currency All prices shall be shown in the British pounds sterling and payable in that currency. We will charge your card in the currency stated in the Order Acknowledgement Email. Some banks and payment providers may charge you an additional fee for certain transactions (for example, international transactions or currency conversions). 
          5. Payments. In store, we accept payment for orders in cash, by debit card and credit card.  For Online Orders, during checkout your order details will be passed securely to our preferred processing partner Payment Sense. Our payment provider may have separate terms that apply to the processing of your transaction. 
    20. Our liability to you
      21.
          1. These Terms do not exclude our liability (if any) to you for:
            1. personal injury or death resulting from our negligence;
            2. fraud or fraudulent misrepresentation;
            3. breach of any obligations implied by section 12 of the Sale of Goods Act 1979 or section 2 of the Supply of Goods and Services Act 1982;
            4. under Part 1 of the Consumer Protection Act 1987; or
            5. any matter which it would be illegal for us to exclude or to attempt to exclude our liability.
          2. We shall not be liable or responsible to you for losses or damage incurred by you which arise as a result of you providing to us incorrect measurements, plans, specifications, choices or details, or failure by you to take account of the features, size and shape of the space in which you wish to place the products.
          3. Many of our customers suffer from complicated medial needs and the suitability of our products may change over time. We shall not be liable or responsible to you for any accidents or injuries that occur as a result of products no longer being suitable for you as a result of these changes. 
    21. Business use
      22.
          1. All our products are suitable for general domestic use only and not for any resale purposes. If you are planning to use them for business purposes please make sure that you are covered by the appropriate insurance.
          2. Where you decide to use the products in the course of a business, we exclude (to the fullest extent permitted by law) those warranties and conditions relating to fitness for a particular purpose.
          3. Our maximum liability to business users, arising out of, or in connection with, the products shall be limited to the replacement value of the product in question (except in the case of death or personal injury caused by our negligence or in respect of fraud). We will under no circumstances whatsoever be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with these Terms for any loss of profits, sales, business, or revenue; loss or corruption of data, information or software; loss of business opportunity; loss of anticipated savings; loss of goodwill; or any indirect or consequential loss.
          4. In relation to business customers, any representation, condition or warranty which might be implied or incorporated into these Terms by statute, common law or otherwise is excluded to the fullest extent permitted by law. In particular, we do not accept liability for the fitness of goods for business purposes, nor do we accept liability for neither loss of use of the item nor any loss over and above the cost of the item in the event of a claim for breach of warranty or condition.
          5. For non-domestic use, we do not accept any responsibility or liability for safety standards or compliance unless you have requested, in writing, furniture for use in that environment and we have supplied relevant safety certification.
    22. Events outside our control
      23.
    23. If our supply of the products is delayed by an event outside our control (for example delays caused by our suppliers), then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay of 2 months beyond the anticipated deliver date, we may contact you to discuss what options are available to you, including the provision of an alternative product.  
      24.
    24. How we use your personal information
      25.
          1. We will use your personal data as set out in our privacy policy which can be found here.
          2. We may use the personal information you provide us to:
            1. provide you with and deliver the products;
            2. process your payment for such products; and 
            3. subject to your prior express consent on the order form, to inform you about similar products or services that we provide and related products or services from our carefully selected third parties (but you may stop receiving these at any time by contacting us). 
          3. We will not give your personal data to any third party other than those engages in delivering the products to you. 
    25. Complaints process
      26.
          1. If you are unhappy with your product or the service you have received or have any questions, please contact us on email or telephone and we will do our best to resolve it. 
    26. Other important terms
      27.
        1. We may change these Terms. We may revise these Terms from time to time in order to respond to changes in relevant laws and regulatory requirements or to follow best practice. We will post the revised terms on our website at https://themobilitycentreshop.com/ 
        2. Law. These Terms are governed by the law of Scotland and wherever you live you can bring claims against us in the Scottish courts. If you live in England, Wales or Northern Ireland, you can also bring claims against us in the courts of the country in which you live. We can claim against you in the courts of the country you live in.
        3. Nobody else has any rights under this Agreement. This Agreement is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
        4. If a court invalidates some of this Agreement, the rest of it will still apply. If a court or other authority decides that some of these Terms are unlawful, the rest of the Terms will continue to apply.
        5. Even if we delay in enforcing this Agreement, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.