Terms and Conditions

General These terms & conditions apply to purchases made from our shop. Purchases made off premises (i.e from your own home) are covered by separate terms and conditions that will be given to you upon purchase. Prices All our prices are in pounds sterling. The majority of our prices are shown excluding VAT as the products are zero rated. Where products can sometimes attract VAT, the price will be clearly shown both inclusive and exclusive of VAT. MTM Mobility Ltd reserve the right to change prices without prior notice. Zero rating VAT VAT zero rating is granted by HM Customs & Excise and therefore requires the completion of a simple declaration detailing your disability / condition, which must be completed at the time of purchase. Most of our customers may qualify for VAT zero rating, although some of our products are not zero rated and this will be added at the time of purchase. If you are in any doubt and would like to check the VAT regulations, details can be found at HM Customs and Excise, Notice 701/7, Supplies to handicapped people. If you are a charity making goods available to a disabled person, details of the regulations can be found at HM Customs and Excise, Notice 701/7, Supplies to charities. Payment Payment should be made in full at the time of purchase although if an item has to be ordered then a deposit will be required. The balance will be payable when the goods are collected or delivered We accept all major credit & debit cards, cheques and postal orders, please allow five working days for cheques to clear. Security/Privacy Your details are protected by the data protection act and will not be disclosed at any time. Our payment system is through the HSBC who use the most up to date card holder payment system, therefore card holders have the added confidence of a guarantee that their payment details will not be divulged to any third party. No credit card details put into the system will be held or stored anywhere by us. Delivery MTM Mobility Ltd will deliver large bulky items free of charge to anywhere within a 30 mile radius of Swindon. Customers who live further away will be charged for delivery. (please call for delivery charges) 01793 436800 We aim to deliver within 5 working days, however some powerchairs can take 6 weeks and riser recline chairs can take up to 14 working days. Returns It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us. If the goods are faulty or not as described, please contact us as soon as possible. We will deal with your complaint in line with your statutory (legal) rights. You may be entitled to a refund, partial refund, replacement or repair depending on the circumstances. Standard products which are non- faulty can be returned unused within 7 days of receipt. You will be responsible for returning the item to us. We can collect the item from you but a charge will apply (typically £30.00 for a chair or mobility scooter within a 30 mile radius of Swindon) We cannot accept the return of prescriptive products and special order items as these products are built to specification for the specific customer. We are also unable to accept the return of any bath safety products, toilet seats etc (unless they are faulty or misdescribed) due to hygiene issues. Where the item you are returning is not usually stocked by us and has been ordered in specifically for you, there will be a 20% restocking fee (unless the item is faulty or misdescribed). Guarantee & Warranty All new products sold by MTM Mobility Ltd come with a minimum of 12 months parts & labour warranty against manufacturer or material faults. This warranty is in addition to your statutory (legal) rights. Warranties on scooters/powerchairs do not cover serviceable items such as flat batteries, bulbs, worn or punctured tyres or an annual service, in these instances a call out charge will apply. Our customer satisfaction guarantee gives you peace of mind and ensures you that we are here to help. Complaints Procedure When a complaint is made to MTM Mobility we will endeavour to acknowledge receipt of said complaint within three working days. We will then respond to your complaint within five working days from receipt. If we are unable to respond to your complaint due to it being of a complex nature, we will contact you within five working days to advise you of the situation and keep you updated on the progress. We will aim to resolve any complaint in its entirety within 28 days. Where it is not possible to resolve your complaint we will write to you giving a full clear explanation and details of how to contact the Swindon Borough Council Trading Standards. We are a member of the Swindon Borough Council's Trading Standard Service Buy with Confidence Scheme. A copy of our complaints procedure will be handed to you separate. If you are unhappy with the service you have received from us you can speak to Swindon Trading Service which offers a free mediation service. Disclaimer All goods purchased from MTM Mobility Ltd are at the request of the customer. We do not offer medical advice, just guidance from the information given by the customer. If you are in any doubt as to the suitability of the product before purchase we would advise that you seek the advice of an occupational therapist. Some of our product images are for illustration purposes only.