Return and Refund Policy

Assisted Health and Mobility
Last updated: 27 October 2026

At Assisted Health and Mobility, we want customers to purchase specialist mobility equipment with confidence. We also recognise that products designed for toileting and personal hygiene require careful handling.

This policy explains your rights when cancelling an order, returning a product or reporting a fault.

Nothing in this policy affects your statutory consumer rights.

1. Cancelling an online purchase

Under the Consumer Contracts Regulations 2013, customers purchasing goods online generally have the right to cancel their order without giving a reason.

You may cancel before delivery and, for most goods, up to 14 days after the day you receive the goods.

Where an order contains multiple products delivered separately, the cancellation period normally ends 14 days after receipt of the final item.

To cancel, email hello@easiloo.co.uk with your name, order number and a clear statement that you wish to cancel.

You may also use the cancellation form at the end of this policy, although this is not compulsory.

Once you have notified us of a valid cancellation, you normally have a further 14 days to return the goods.

Certain legally recognised exceptions may apply, including qualifying hygiene-sealed products.

2. Hygiene-protected products

Some of our products, including EasiLoo and EasiLoo Plus, are designed to be positioned over a toilet and may come into direct contact with areas associated with personal hygiene.

Products may be supplied with protective hygiene seals intended to prevent use before the customer has confirmed suitability.

Under applicable consumer law, the change-of-mind cancellation right may be lost where goods:

• Were supplied with a genuine hygiene-protection seal;

• Are unsuitable for return for health protection or hygiene reasons; and

• Have been unsealed after delivery.

This exception will only be applied where its legal requirements are satisfied.

Opening ordinary transit packaging does not automatically mean the statutory cancellation right has been lost.

Customers are encouraged to check product dimensions, compatibility and suitability before removing protective seals or installing or using equipment.

The hygiene exception does not remove your rights if goods are faulty, damaged, misdescribed or otherwise fail to meet statutory requirements.

3. Opened packaging and product condition

For goods that remain eligible for cancellation, customers may inspect products to the extent reasonably necessary to establish their nature, characteristics and functioning, as they would in a shop.

We ask customers to retain packaging and take reasonable care of equipment during inspection.

Where goods have been handled beyond what is reasonably necessary and this has reduced their value, we may make a lawful deduction reflecting the actual loss in value.

Due to the specialist nature and high value of our mobility equipment, a 20% restocking fee may apply to discretionary returns accepted outside a customer's statutory cancellation rights.

Where we voluntarily agree to accept such a return, the 20% fee will be calculated against the product purchase price and deducted from the refund. The customer will be informed of, and must agree to, this charge before the return is accepted.

This may include returns that we are not legally required to accept, such as requests made outside the statutory cancellation period or certain products excluded from change-of-mind cancellation rights.

Statutory consumer rights remain unaffected. No automatic restocking fee will apply to a valid statutory cancellation or a return where the product is faulty, damaged, misdescribed or otherwise fails to meet applicable consumer law requirements.

Where a product has been handled beyond what is reasonably necessary for inspection, we reserve the right to make any separate deduction for actual diminished value permitted by law.

4. Used or installed equipment

Products that have been installed or used for toileting may no longer be hygienically suitable for resale.

Where the statutory sealed-goods hygiene exception applies, the change-of-mind cancellation right may be lost following the removal of the qualifying seal.

For other products, we will assess the circumstances, including whether handling has exceeded reasonable inspection and whether any permitted reduction in refund value is justified.

Each case will be assessed in accordance with consumer law.

5. Return transport within England

For eligible non-faulty change-of-mind returns, customers have two options:

Option A — Arrange your own return transport

You may arrange suitable transportation to the returns address provided by our customer service team.

You are responsible for the direct return transport cost where this has been properly disclosed before purchase.

We recommend using a tracked and appropriately insured service, with suitable protective packaging.

Option B — Request collection by our delivery team

Where available, we offer a collection service using our own vehicles.

The collection charge is normally £150, subject to location and the agreed collection arrangements.

This charge is for the optional collection service and is not a restocking fee.

Any applicable collection charge or required cost estimate will be disclosed before purchase, and the actual service charge will be confirmed before a collection is arranged.

6. Returns from Wales, Scotland and Northern Ireland

For eligible non-faulty change-of-mind returns outside England, customers will normally need to arrange suitable return transportation at their own expense.

We recommend using a professional carrier with tracking, protective handling and insurance appropriate to the product's value.

The direct return cost, or a reasonable estimate where goods cannot normally be returned by post, will be made available before purchase.

Customers should package the product carefully and retain proof of dispatch.

Where return transport is arranged independently, responsibility for the return and any damage occurring before the product is received will be determined in accordance with applicable consumer law.

We can provide product dimensions, weights and return instructions to assist with arranging transport.

7. Faulty, damaged or incorrect products

If your product arrives damaged, is faulty, is not as described or develops a fault, contact us at:

hello@easiloo.co.uk

Please include your order number and a description of the issue. Photographs may assist our investigation but are not a condition of exercising your statutory rights.

We will assess the problem and provide the appropriate remedy under the Consumer Rights Act 2015.

Depending on the circumstances, this may include repair, replacement, price reduction or refund.

Where goods are validly rejected or must be returned because of a statutory fault, we will arrange or cover reasonable return or collection costs as legally required.

The optional £150 change-of-mind collection charge will not apply where we are legally responsible for collecting faulty goods.

8. Refunds

Where a valid statutory cancellation applies, we will refund the appropriate purchase price together with the cost of standard outbound delivery, subject to any deductions permitted by law.

If you selected a more expensive delivery service, we are not required to refund the additional cost above the least expensive standard delivery option offered.

Where we have not offered to collect the goods, refunds will be processed without undue delay and no later than 14 days after we receive the goods back or receive satisfactory evidence that they have been sent back, whichever is earlier.

Where we have offered to collect the goods, the relevant statutory refund deadline applies from notification of cancellation.

Refunds will normally be issued to the original payment method without a refund administration fee.

Any lawful deduction for diminished value will be explained.

9. Installation services

Where installation is purchased, additional service terms and cancellation rights may apply.

If installation is requested to begin within the applicable 14-day service cancellation period, we may require your express request to begin early.

If you subsequently cancel, a proportionate charge for services already performed may apply where legally permitted and the relevant pre-contract information has been provided.

Supply-only and installation charges will be distinguished in your order documentation wherever practical.

10. How to request a return

Email hello@easiloo.co.uk or call 0800 731 6495.

Please provide:

• Your order number.

• Your name and contact details.

• The product concerned.

• Whether you wish to cancel or report a problem.

We will provide the appropriate return instructions and physical return address.

Please do not send goods to our registered office unless instructed.

11. Your statutory rights

Nothing in this policy excludes or limits rights under the Consumer Rights Act 2015, Consumer Contracts Regulations 2013 or other applicable legislation.

Optional cancellation form

Complete and return this form only if you wish to cancel an eligible contract. You may also cancel by sending any other clear statement.

To: Assisted Health & Mobility Limited
Email: hello@easiloo.co.uk

I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods or supply of the following service:

Product or service: ____________________

Order number: ____________________

Ordered on: ____________________

Received on: ____________________

Customer name: ____________________

Customer address: ____________________

Customer signature (only if sent on paper): ____________________

Date: ____________________

Assisted Health & Mobility Limited
Company number: 07725122
Registered office: 2 Orchard Place, Nottingham Business Park, Nottingham, NG8 6PX