Delivery Costs.

All of our products benefit from free 2-3 day standard delivery. Additional delivery options available at checkout are as follows:

Mobility equipment such as scooters, powerchairs, riser recliners and beds benefit from the following delivery options:

• Secure 2hr time-slot kerbside pallet delivery: Free
• NEW - Pre Assembled: A unique offering that bridges the gap for those that don't want to wait 2 weeks for the engineer white glove service, but still want the item 'ready to use' when they receive it. Choosing this option means we will build your scooter or powerchair fully before dispatch, so all you have to do when you receive it is turn the key and roll it off the pallet. If you need help getting the item inside your home and/or want a demonstration and the packaging removed, you should not select this option, and instead opt for the full engineer home set-up service at checkout for £95. Please note that if this option is not available on a particular product, it is likely because the product comes ready-assembled and may only require a battery to be inserted, which would not warrant us charging you for this service.
  
• Engineer home delivery, setup, demo & packaging removal service: £95

• FREE on select items in our next-day range, viewable here
• Standard size (ie. sock helper): £2.99
• Oversize (ie. crutches): £4.99
• XL (bulky) (ie. fireside chair): £15

• Not all products have a next-day delivery option available
• Our larger and more complex equipment will have the engineer home set-up service included for free
• If you don't see the delivery option you need at checkout for something, please reach out to us - we may still be able to accommodate you.
• International delivery: We can generally ship most products worldwide. Please contact us if you require a quote.

Damaged deliveries:

• Please note that if your parcel is visibly damaged you should please refuse delivery, or if this is not possible, ensure you contact us within 2 working days of receipt. We will apply restocking fees for items reported as transit-damaged more than 2 working days after delivery.

Delivery areas

Our free or premium paid delivery services cover England, Scotland & Wales. Deliveries to Northern Ireland and all outlying islands such as the Isle of man will incur additional charges and may not be possible depending on the item, so if you are living on an outlying island or in NI, and in any doubt, please call us on 08000 23 23 35.
Please note that our engineer services such as home delivery, setup, demonstration, call-out repairs and servicing are only available on the English and Scottish and Welsh mainland.

Can I get my item faster?

Most items under £150 value are held in fulfillment centers around Great Britain and are dispatched within 1 working day with 48hr delivery.
Large items such as mobility scooters and riser-recliner chairs are generally held in GB warehouses by our manufacturers and are dispatched to us the same day if ordered before 2pm. We will then prepare your order when it arrives with us the next working day, and give you a ring to arrange a delivery date, which can be as soon as the next working day.

Can I track my order?

Yes. Tracking information will be emailed to you automatically once your item(s) have shipped.

What if I haven't received my item?

99% of the time, courier deliveries happen without a hitch but if you do end up not receiving your item, just give us a call - We will replace or fully refund and order that does not get delivered, regardless of when the order was placed.

Is Buying On-Line Safe?

Yes. Our site runs on industry-standard HTTPS encryption, and we only use the safest gateways to process your card payments online, such as Stripe and PayPal.

How do I place an Order?

Orders can be placed online via our website, by purchase order to sales@glebehealthcare.com, or by callling us on Freephone 08000 23 23 35.

Can I purchase VAT Exempt?

As long as the person you are buying for (can be yourself, as well as anyone else) has a long-term illness or disability, yes. All you need to do is sign our declaration when you create your account through checkout, and your order will be marked as VAT exempt. You can also order VAT-exempt with us over the phone, on 08000 23 23 35 or have a chat with us if you are not sure.

Do you do Bulk Discounts?

We can normally give you a bulk discount for multiple items or quantities, just give us a ring!

Need to request return of an item?

Please click here to submit our returns request form. We reply very quickly to all requests, usually within 1 working day.

How long do I have to cancel or return an order?

14 days from the day you took delivery.

Are there any fees for cancelling or returning an order?

We pride ourselves on being one of the most transparent companies in our industry when it comes to return costs. We've laid out every potential cost below, so you know exactly what you'll be paying if you want to return something.

Remember that items reported as faulty within 14 days of delivery will be collected and then refunded or replaced at your request free of charge. Items delivered damaged can also be repaired or replaced free of charge, so long as the damage is reported within 2 working days. All other costs laid out below simply cover the value of what we stand to lose if an item is returned for any other reason and result in no profit to ourselves. You can avoid all of these charges by taking a few precautions:

1) If you are unsure about an item's suitability, call us before ordering, our friendly team of advisers is here to help! The most common suitability issue is the weight of our items for portable scooters and powerchairs, please call us for advice before ordering.

2) Measure your property to determine if the item you're buying will fit (or potentially can drive through) adequately. If you don't see the measurement in the product specifications, ring or email in and ask! We can't be responsible if an item doesn't fit.

3) When you receive an item, carefully remove and keep all the packaging intact in case you need to return it. Ideally, test and check the product indoors to prevent it getting dirty and if you do try it outdoors, cleaning the product before you repackage it for return helps us out a lot.

4) Repackage the item as best as possible when returning. You are responsible for any damage incurred in transit from inadequate repackaging.

5) Report any damage you may find on delivery within 2 working days, and we will replace the item free of charge, or repair it if you'd prefer. Damage found upon return to ourselves that had not reported within the 2-day period after delivery will be assumed to have been caused by either the customer, or improper packaging on the return journey.

How do I arrange a return?

Simply give us a call on 0333 003 7079 with your order number ready, or alternatively email support@glebehealthcare.com and quote your order number, return reason, and contact details, and we will come back to you within 1 working day (usually the same working day) to arrange the collection.

Postage Refunds on Orders

Under the CCR (Consumer Contracts Regulations), we are obligated to refund the base postage cost of every order. We include free standard delivery on ALL our items, and as such this charge is already included in all refunds that are given. In compliance with CCR, upgraded postage options such as 'ready to drive' service, next-day delivery and engineer home delivery are non-refundable.

Non-Returnable / Cancellable Items

Some items are not cancellable or returnable for both consumers and businesses - These include:

• Made to order / Customized items such as powerchairs, riser recliners and beds.
• Mattresses and cushions (once opened)
• Patient handling items such as slings (once opened)
• Bathing & toileting items (such as bath lifters)
• High-demand items ordered in bulk quantities such as hand sanitiser dispensers.

We also reserve the right not to accept cancellation for pre-ordered and made-to-order items from business or charitable entities.

Need to submit a warranty repair request?

Please click here to submit our warranty form. We reply very quickly to all requests, usually within 1 working day.

A higher level of after-purchase protection as standard.

In the current market, many disabled and elderly customers (or their relatives) are faced with a choice: Either spend a huge amount of money with a pushy in-home salesman / high street mobility shop, or take a risk with a much cheaper online seller who may not care for the customer once they have taken their money.

We are committed to bucking this trend and giving our customers an alternative option. We have built our business to combine low prices with the same level of pre-sales advice, after-sales repairs, and maintenance that you would expect from your local mobility workshop.

While our prices are not rock-bottom, we believe that the level of product support we are able to give both before and after the sale offers the best peace of mind, and inevitably the best value for money for our customers. We are also one of the few companies that proudly displays independent reviews on our website from every sale, which showcases our commitment to supporting our customers.

Important note regarding parts replaced under warranty.

Please note that if we carry out repairs at your home, it is you, the customer's responsibility, to keep the faulty parts until we can arrange to collect them. Warranty repairs are performed by ourselves purchasing parts for your product, fitting them, and then returning the faulty parts to the manufacturer for a credit to reimburse our costs. If you allow one of our contractors to take the faulty parts away after the repair (where they are often disposed of), or dispose or lose them yourself, we stand to make a significant loss, and therefore you will be liable to pay for the raw trade cost of the parts. We therefore ask for you to keep the faulty parts, inside the box that the replacement parts arrived in at your home, and we will arrange a driver to bring a label and collect them promptly after your repair.

Powered Mobility (Scooters & Powerchairs)

Like a car, mobility products are complex machines (both mechanically and electrically) that become a lifeline for our customers and as such, we have developed a specialized support system to manage our scooter warranties, included with every order that we believe is the best in the industry.

We take care of the parts and labour for any warranty issues and if we can't fix it at your home, we'll take it back for workshop repair and replace it if the fault cannot be rectified. Our engineers are professional, experienced and local (we cover Great British Mainland only, not Ireland or NI).

You can also extend this warranty for up to 5 years (Excludes Clearance items), ensuring that you are fully covered against the cost of parts, labour, and call-out charges, even after the 1 or 2 year original manufacturer's warranty has run out.

Powered Furniture (Chairs & Beds)

We endeavour to only sell from a select range of the most reliable manufacturers and as such, the failure rate on our furniture products is incredibly low. We therefore give our customers two options regarding warranty:

1) Free 1yr: The base warranty covers the parts, labour and call-out charges for 1 year (excluding the labour, normally the main moving parts are covered for several more years - check the product manual or ask us for details).

2) Premium Warranty (£60.00) This paid option upgrades your warranty to include free home engineer visits if any repairs are needed, ensuring no cost whatsoever to the customer if anything goes wrong. The cover lasts for 1 year on manufacturing defects, and also covers the product against structural defects, accidental damage and staining for 5 years.

All other products

All of our other products carry a minimum 1-year warranty. We pride ourselves on being extremely accommodating with warranty claims, and endeavour to keep our customers happy at all times. If we cannot economically repair a product within it's warranty period, we will replace it. Outside of warranty, we also will help out where we can and maintain our customer-first ethos to the best of our ability.

Warranty Exclusions

The following are not covered by any of our warranties:

• Labour or call-out availability and/or costs to outlying islands - We do not guarantee that call-outs or labour will be covered on any outlying island. Only mainland England, Scotland and Wales are guaranteed by our warranty policies. Despite this, we will always do our best to remedy issues where the product was delivered to an outlying island.
• Damage caused to the product caused by improper use or assembly.
• Carriage costs to and from our head offices where an item is found to not be faulty - Where a product cannot be found to be faulty by our field engineers, and/or the customer requests a final inspection at our head office, we reserve the right to charge the customer a carriage deposit to and from their premises up to the value of £100. This purely covers our carriage costs. If a genuine fault is found with the product, this deposit will be fully refunded.
• Perishable (wear and tear) components on mobility products, such as getting a puncture.
• Damage caused by the user such as scrapes, damage from liquids
• Batteries: The max warranty on mobility batteries is 1 year (6 months on clearance items) and is only effective if the batteries have been treated properly as per the instructions that came with your product.
• Taking your equipment outside the UK. Unfortunately at the moment, we are only UK-Based and cannot extend any engineer services, whether paid for, or included in your warranty outside of the English, Welsh and Scottish Mainland
• Any mobility product suffering loss or damage occurring whilst in the possession or control of airport authorities, airlines, baggage handlers or whilst on an aircraft.

Equipment Warranties for Business (B2B) Customers

For business customers, we will uphold the warranty terms stated or selected on any of our products, so long as the products are not rented by the customer to additional persons or parties, whether for free, or for a fee.

Any equipment that is rented or loaned out by our customers without prior authorization from ourselves becomes the customer's responsibility to repair and maintain, with all warranty becoming void (although parts can still be returned for a credit if found to be faulty).

For care homes and institutions, normal use of equipment within a care environment setting is acceptable, so long as the residents are under the direct care of the purchasing organization.

Are you thinking of spreading the cost of your purchase?

Finance is a great way to spread the cost of your purchase, if used responsibly. We have teamed up with Omni, one of the UK’s leading finance specialists, so that you can apply for and complete a loan application quickly and easily – the online application process only takes a couple of minutes to complete, and you will receive confirmation of whether your application has been successful, or referred for further consideration, instantly.

Our monthly payment plan(s) are designed to help make your purchase more affordable. We offer finance over 24, 36 or 48 months at 24.9% APR.

It’s important to remember that you should only enter into a finance agreement if you are sure you can afford the repayments for the full term of the loan. Whichever finance option you choose to apply for, you need to be sure that you can afford to pay the deposit, and keep up with your monthly repayments. You should think about any changes to your situation that might occur during the term of the loan, which could affect your income or expenditure, for example – retirement, moving home, changing jobs, or any health issues.

Check your eligibility

You can be considered for finance if you:

• Are at least 18 years old
• Are a permanent UK resident and have lived in the UK for at least 3 years
• Have a gross annual income of at least £5,000
• Have a UK bank account capable of accepting Direct Debits
• Have a good credit history with no late payments, Debt Relief Orders, County Court Judgments or bankruptcies
• Meet any other Omni criteria

Please remember that your application for finance isn’t guaranteed to be accepted, and that all applications are subject to status.

Our finance provider – Omni Capital Retail Finance

You’re in safe hands with our finance provider, Omni Capital Retail Finance. Omni was founded in 2009, is part of Castle Trust Group, and is one of the UK’s leading finance specialists. It is authorised and regulated by the Financial Conduct Authority (reference number 720279).

Paying with finance

The process for making your purchase using finance couldn’t be easier. Simply:

• Place the item (or items) in your basket
• Choose your payment plan
• Complete the application
• Wait for your order to arrive

FAQs

Applying for a loan: Am I eligible to apply for finance?

You are may be eligible to apply for finance if you:

• Are at least 18 years old.
• Have a gross annual income each year of more than £5,000.
• Are a permanent UK resident and have lived in the UK for at least 3 years.
• Have a UK bank account capable of accepting Direct Debits.
• Are not currently bankrupt, subject to an Individual Voluntary Agreement (IVA), or have any country Court Judgements (CCJs).
• Provide an email address so your documentation can be emailed to you.

Will a credit search be registered against me if I apply?

Omni will perform a 'soft' credit search on your credit file as part of their assessment, to determine whether the loan is affordable for you and if you are likely to make your repayments on time.

It’s important to know that an application for credit will only result in a ‘soft’ search on your credit file until the point your application for finance is complete, at which point a 'hard' credit check will be recorded on your credit file. Only you can see that a 'soft' search has been made on your credit file, but a 'hard' credit check will be visible to others viewing your credit file, for example, if you apply for credit in the future, the lender will see that an application credit search was made on your credit file.

What happens after I have submitted my application?

Your application will be assessed based on eligibility, credit history and affordability and Omni will let you know the outcome in just a few seconds. Your application may be referred to a lender for manual assessment and you may receive a request for additional information to support your application.

What happens if my application is accepted?

Once your application is accepted you will be prompted to review and sign your credit documentation. This documentation will detail all the important information about your loan and should be read carefully.

What happens if my application is referred to an Underwriter?

You will receive a response from the Underwriter within 20 minutes of the application being referred during normal working hours. This can either be an accept, decline or a request for more information.

If more information is requested, you will receive an email detailing the information required. If you have any questions, you can contact the Underwriting Team at underwriting@ocrf.co.uk.

What happens if my application is declined?

If your application was declined, Omni may be unable to give you specific reasons why. Omni use information from your credit report, alongside your income and expenditure data to make a lending decision. You will receive an email which will provide further details of the Credit Reference Agencies and contact information for any queries you may have.

Managing my loan: When do my monthly repayments start?

After your goods or services have been provided your loan will be activated. Your first Direct Debit payment will be taken approximately 30 days after you receive your welcome email from Omni. This will show on your statement as a payment to Omni.

You can request to change your monthly payment date after the first payment has been made by contacting Omni and speaking to their customer services team on 0333 240 8317. You will also be registered for their Customer Self Service portal, where you will be able to change the payment date yourself.

How can I contact the lender to discuss my loan?

There are three ways to contact Omni:

• Through the Customer Self Service Portal.
• By email at customerenquiries@ocrf.co.uk
• By telephone on 0333 240 8317.

Are there any fees for repaying my loan early?

There may be a fee for early repayment depending on the type of loan. Your Credit Agreement will detail the applicable fees for your product.

Can I cancel my finance agreement?

You have 14 days to cancel your credit agreement, please note that to cancel your goods and services you will need to speak to us directly. Cancelling your finance agreement with Omni without cancelling the goods and services will mean payment for the goods and services will still be required.

If I need to make a complaint, who do I contact?

If you are unhappy with the level of service Omni have provided or anything Omni have done, you can let them know in the following ways:

• By telephone on 0333 240 8317.
• Email: complaints@ocrf.co.uk.
• By Post: Complaints, Omni Capital Retail Finance Ltd, Customer Services, PO Box 6990, Basingstoke, Hampshire, RG24 4HX.

Financial Difficulties: Who do I speak to if I want to discuss my loan, or I’m having trouble with my repayments?

Information about how Omni can support you if you miss a repayment can be found on their website: https://omnicapitalretailfinance.co.uk/money-worries/

Use of personal data

To process your application, you will be asked to provide information about your personal, employment and financial situation. Omni Capital Retail Finance Limited will use your data to determine your finance offer. They will also perform a search with one or more Credit Reference Agencies to conduct checks for creditworthiness and any affordability assessments to help them make their decision.

You can find out more about how Omni Capital Retail Finance Limited uses and protect your personal data at https://www.omnicapitalretailfinance.co.uk/ privacy-policy/.

Omni Capital Retail Finance Limited will provide you with a copy of their Privacy Policy with your loan documents.

Financial Disclosure

Mobility South West Ltd T/A Glebe Healthcare & Mobility is a credit broker, not a lender and is authorised and regulated by the Financial Conduct Authority (FRN 979815). We do not charge you for credit broking services. Mobility South West Ltd T/A Glebe Healthcare & Mobility acts as a credit broker and offers credit products from Omni Capital Retail Finance. Your application will be subject to a credit check using a recognised credit reference agency as part of our assessment process. Credit is subject to status, and is limited to UK residents aged 18 years and over. You can find Omni Capital Retail Finance's Terms and Conditions at www.omnicapitalretailfinance.co.uk Finance is provided by Omni Capital Retail Finance Ltd which is a credit provider/lender. Omni Capital Retail Finance Ltd finance options are subject to individual status, and terms and conditions apply. Omni Capital Retail Finance Ltd is registered in England and Wales with company number 7232938. Registered address: 10 Norwich Street, London, EC4A 1BD. Authorised and regulated by the Financial Conduct Authority, Firm Reference Number: 720279.