Return Policy

This is the 1stMobility return policy. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013) (“CCR”) you have a right to cancel all or part of your contract at any time up to 14 days after the day on which you receive the goods, without giving any reason. To exercise the right to cancel you must inform us, within the cancellation period, of your decision to cancel this contract by e-mail to

Return Policy for Hygiene Items

As part of this return policy we cannot unfortunately accept the return of certain items for hygiene reasons, if they have been used or the seal has been broken. This applies particularly (but not exclusively) to toileting and bathing equipment, foam items, pillows, incontinence items, mattresses and adjustable divan beds.

What to do

In the event of a cancellation you will have to bear the direct cost of returning the goods. You can choose to return the goods yourself (after advising cancellation). As part of this return policy if you choose to return any products to us, you must do so within 7 days of notifying 1stMobility of cancellation. We will not be responsible for any loss or damage to them in transit and, for this reason, we recommend that you use a recorded delivery service (i.e. tracked and insured).

If products returned directly by you are lost or damaged in transit, we reserve the right not to refund any amounts attributable to such loss or damage. If you are returning items we must be notified before return. 

On receipt of returned goods, 1stMobility will reimburse you within 14 days. You must take reasonable care of the goods while in your possession and we reserve the right to reduce the value of the refund if returned goods show evidence of use beyond the handling necessary to see whether the goods are as expected.

Hand Made Goods 

Some of the goods we provide are hand made and are made specially for order. If you order such a product and it does not meet expectations or it does not fit your requirements we reserve the right to refuse a refund. In such cases please make sure you keep all packaging and contact 1stMobility as soon as you are able.

Additional information

In this return policy any refunds given by us will be made to the debit/credit card account or PayPal Account (as applicable) provided when you placed your order. We may need to contact you for your credit card details in order to make the refund.

This is not intended to be a full statement of all your rights under the CCR. Full details of your rights under the CCR are available in the UK from your local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.

Return policy: what to do if there is a problem

We endeavour to provide goods and services which conform with consumer rights, but if there should be a problem, please contact us immediately you become aware of it by email: Check our FAQ page for more information.


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