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How long do I have to 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.

 

    Courier Collection & Return Service Costs

    Item is faulty and within 14 days of delivery
    Small-Medium item (eg. crutches, wheelchair) FREE for refund or replacement
    Large Item with box (eg. Scooter, Chair) FREE for refund or replacement
    Large item without box (eg. Scooter, Chair) FREE for refund or replacement
    Item delivered to outside mainland UK (eg. isle if wight) Customer must post back return at their own cost
    All other scenarios (Ie. ordered by mistake, item not suitable, too large/small, too heavy)
    Small-Medium item (eg. crutches, wheelchair) £15.00
    Large Item with box (eg. Scooter, Chair) £50.00
    Large item without box (eg. Scooter, Chair) £95.00
    Item delivered to outside mainland UK (eg. isle if wight) Customer must post back return at their own cost

    Potential Restocking Fees

    Signs of use (Item needs decontamination & cleaning)
    Small Item (eg. Crutches) £5.00
    Medium item (rollator, wheelchair) £15.00
    Large Item (Scooter/Chair) £30.00
    Missing or defaced original box (do not write on the box, we supply return labels)
    Small Item (Crutches) £2.50
    Medium item (rollator, wheelchair) £10.00
    Large Item (Scooter/Chair) £25.00
    Missing inner packaging (tags, bags, boxes)
    Small Item (Crutches) FREE/NA
    Medium item (rollator, wheelchair) £2.50
    Large Item (Scooter/Chair) £10.00
    Customer Damage to product
    Small Item (Crutches) up to 100% value
    Medium item (rollator, wheelchair) glebe trade cost of missing items & labour
    Large Item (Scooter/Chair) glebe trade cost of missing items & labour
    Missing Parts
    Small Item (Crutches) whole cost of product
    Medium item (rollator, wheelchair) trade cost of missing items & labour
    Large Item (Scooter/Chair) trade cost of missing items & labour

    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 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 / Customised items such as powerchairs, riser recliners and beds.Cushions (once opened)
    • Mattresses (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.

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