Policies and Statements
CONDITIONS OF SALE
You have requested a quotation or have purchased or intend to purchase a product from Mobility Zone Limited, Leighton Buzzard, LU7 4TZ.
These conditions of sale only apply for sales to end user consumers and do not apply for Business to Business sales.
1.Assessment
We recommend where possible that all customers have an assessment to diagnose their needs as accurately as possible. Where customers have a severe disability we recommend that they obtain an assesment from an occuptional therapist and then return to us with these details for product selection
2. Product
The quotation or invoice will clearly identify the product you have requested.
3. Pricing
The prices stated clearly show the price for the goods or additional requirements such as delivery, set up and demonstration or service, excluding taxes and where taxes then apply the cost of the taxes and the total amount. Where no tax(VAT) is shown because you are claiming to be VAT exempt you will still remain liable for the VAT at the rate at the time of ordering and paying for the goods until you have provided a satisfactorily completed (signed) VAT zero rating form (see example below, the full version will be sent to you with your invoice for you to complete and return within 10 days of placing the order)
All our prices are in pounds sterling and in many cases are shown excluding VAT. Mobility Zone reserve the right to change prices and to correct clerical errors without prior notice.
4. Payment
Payment will be required to complete the order unless otherwise agreed at the time the order is placed, i.e. payment on delivery.
5. Delivery & Returns Policy
In most cases we are able to deliver mobility products and living aids within 14 working days (many within 5 working days) and in any case goods should be received within 30 working days unless we advise you prior to reaching 30 working days that the goods will take longer.
When a mobility product or living aid is ready for despatch we will normally contact you to let you know when it will be delivered to you.
6. Receipt of Goods
As part of the conditions of sale customers are required to inspect all goods on receipt and are to annotate the Courier's documentation with details of damage to either the packaging or the goods themselves.
Where this is not done, and the Courier subsequently disputes liability, then Mobility Zone Ltd. will not be responsible for the costs associated with repair or replacement. In all cases, damage to goods is to be reported to Mobility Zone Ltd at the earliest opportunity and no later than 48hours after goods received.
7. Limited Right of Cancellation
If you order goods from us via the telephone or via the internet then subject to what is set out in this clause 7 and clause 8 below you have a cooling off period of seven days from the day you receive the goods in which to cancel your order.
This right of cancellation does not however apply in the following circumstances:
" if you ordered the goods at our showroom or viewed the goods (or similar goods) at our showroom prior to placing your order via the telephone or the internet; or
" if the goods have been made to your specifications or which are clearly personalised to your requirements (see clause 8 below); or
" if the goods have been used or are damaged or are not in the original packaging, or if that packaging is damaged;
To cancel your order you must notify us by letter that you wish to cancel your order. Your letter must not be sent by email or fax and must be received by us within seven days from the day you received the goods.
If you cancel your order within that seven day period then you will normally receive a refund within 30 days of the date on which we received your letter of cancellation provided that you have allowed us to collect the goods from you in that period or have otherwise returned the goods to us.
If you cancel your order in the manner set out in this clause 7 then you will remain liable for the actual carriage costs incurred by Mobility Zone Ltd for both sending the goods to you and also for collecting them after receiving your letter of cancellation, but otherwise you will receive a full refund . .
8. Exclusions
If you order any goods from us which have been made to your specifications or which are clearly personalised to your requirements then the right of cancellation set out in clause 7 shall not apply.. Goods made to your specifications or which are personalised to your requirements would include any product which is of a non-standard size or which is made with non-standard materials (including any non-standard fabrics) or which contains non-standard modifications or adaptations. Where this is the case it will have been explained to you over the phone and will be stated on the written quotation or confirmation of order that we will send to you prior to accepting and processing your order.
9.Complaints and After-Sale
If you wish to make any complaint to us you may do so in writing to our address at Mobility Zone Limited, 9 Eden Way, Pages Industrial Park, Leighton Buzzard, Bedfordshire, LU7 4TZ.
10. Faulty Goods
In the event you believe your product to be received faulty and you notify us within 7 days of receipt then we will arrange for the goods to be collected at no cost and arrange for a replacement or full refund. However once goods are returned if they are not faulty then a separate charge for the original delivery cost, the cost of the return delivery charge and the cost of the replacement may be raised against the person who the invoice is addressed to.
11. Damaged Goods
We have an obligation to operate within the distance selling regulations for orders placed over the phone or via the internet.
Mobility Zone holds the person named on the invoice for the goods responsible for their care whilst they are not in our possession. Therefore should you decide to cancel the contract under the above terms and conditions and return the goods, any damage to the goods whilst in your care or during their return to Mobility Zone Limited will be invoiced separately once the goods are received and examined..
12. Warranty Policy
We are official dealers for all of the products that we supply and offer the goods with the normal manufacturer's parts warranty.
The warranty period is typically 12 months subject to the exclusions detailed below and is return to base. The actual warranty timescales can normally be found on the front of your invoice.
This means the item must be returned to our premises at Leighton Buzzard for the warranty repairs. If this is not possible we can arrange for a callout to customer's site at the customer's expense.
13. General warranty exclusions:
- Parts which need adjustment, re-setting, replacement or repair due to abuse, fair wear & tear or to suit the individual needs of the user i.e. tyres, lap belts, bulbs, plastic shrouds and upholstery (damaged post receipt) , motor bushes, normal battery degredation, wheelchair brake adjustment, circuit braker resetting, resetting user-induced problems on riser-recliners - cleared by disconnecting/re-connecting hand control etc..
Where call-outs occur for such items the purchaser will remain liable for the call-out, parts and labour costs. However, we will do our utmost to minimise these by talking through problems in depth before arranging to visit. Experience shows that many problems can be attributable to a lack of user familiarity and can often be overcome with some simple fault diagnosis and guidance on the phone.
- Damage attributable to misuse or accident for which we cannot be deemed responsible.
14. Delivery Information and exceptions
Please note that delivery outside the UK mainland will incur an extra charge in addition to normal delivery costs.
The prices shown on our website for all products are for FREE carrier doorstep delivery option to anywhere within the UK mainland. Not all products are suitable for this type of delivery Due to their size or because they require setting up. Where this is the case we will call you to arrange for it to be delivered by one of our specialist engineers. This will be at a small cost depending on where you live which we will quote to you before completing your order.
Please note: When taking delivery of large items i.e. beds, riser recliners, large scooters etc; Mobility Zone request that the passage into the room chosen for delivery is cleared of any breakable items (including those hanging on walls) by the customer, as we cannot accept responsibility for any damages caused to such items in the course of a delivery
SAMPLE VAT EXEMPTION FORM
If you are claiming VAT exemption when order, please tick the box to state that the user is VAT exempt and the VAT will be removed from the order. We will then send you signed declaration form stating that you wish to claim VAT exemption (zero rating) as the product is needed to assist with the user's long term chronic disability. This form needs to be returned to us WITHIN 14 days from date of order.
V.A.T. EXEMPTION FORM
If you are in any doubt as to whether you are eligible to receive goods or services zero-rated for VAT you should consult Notice 701/7 VAT - reliefs for disabled people or contact the Cutoms & Excise National Advice Service on 0845 010 9000 before signing the declaration.
I (full name)
....................................................................................................................
of (address)
.................................................................................................................
.................................................................................................................
Tel.No. ....................................................................................................
declare that I am chronically sick or have a disabling condition by reason of: (give full and specific description of your condition);
.................................................................................................................
.................................................................................................................
and that I am receiving from Mobility Zone Ltd:* the following goods which are being supplied to me for domestic or my personal use
.................................................................................................................
.................................................................................................................
and I claim relief from value added tax
.................................................................................................................................. (Signature)
...................................................................................................................................(Date)
* There are penalties for making a false declaration.
If you are in doubt you can obtain advice from any local VAT office.
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