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How long do I have to return an order?

14 days from the day you took delivery, unless purchased as a Christmas present between 1st and 23rd December 2021, for which the returns window is extended until 31st Jan 2022.

Are there any fees for cancelling or returning an order?

Under the Consumer Contracts Regulations, we will only charge a restocking fee under any of the following circumstances:

A) Mobility equipment such as scooters, powerchairs, beds and chairs that are ordered by mistake.

B) Products deemed 'not suitable/not fit for purpose' if you did not contact us for guidance on suitability prior to your purchase and the product(s) match it's description given on our website in specification and functionality.

C) Products returned used, damaged, incomplete or missing packaging (up to 100% of the value, but we only deduct true cost of the parts+labour needed to repair the item and cover the drop in re-sale value - This is always fully transparent and a breakdown of restocking will be provided to the customer.)

D) Items that arrive too large for your premises, where you did not measure your property for access and manoeuvrability and compare it with the specification for the product given on the detail page or call us to check first.

We pride ourselves on being as transparent as possible, and only apply re-stocking fees when absolutely necessary and always proportionate to the costs involved with re-selling the item (return costs, repair/inspection/cleaning, drop in resale value).

How do I arrange a return?

Simply give us a call on 08000 23 23 35 with your order number ready, or alternatively email sales@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.

Do I have to pay postage to return something?

If your item is faulty, we will collect it for free on a day that suits you for a full refund or replacement.

If you want to return something that is not faulty (ie. changed your mind), then we can still collect it for a fee taken from your full refund to cover the cost of collection.

Example collection fee rates for non-faulty items from: £15.00 (Anything up to the size of a wheelchair)
£50 (chair or scooter/powerchair)
£80 (chair or scooter/powerchair without packaging)

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

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