CUSTOM PRODUCT

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 (which we will always call you about to discuss), 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.

Most items under £150 value are held in fulfillment centers around the UK and are dispatched within 1 working day with 48hr delivery.

Large items such as mobility scooters and riser-recliner chairs are generally held in UK 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.

Generally, yes. Each of our products will state on the page whether or not next-day delivery is available with an estimated delivery date. Multiple delivery options for eligible items will be available at checkout, so you can choose the required shipping speed. If you order is critical, we recommend calling us to place your next-day delivery order.

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

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.

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.

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.

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.

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

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 or incomplete (up to 100% of the value, but we only deduct true cost of the parts+labour needed to repair the item and 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).

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.

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:
£15.00 (Anything up to the size of a wheelchair)
£50 (chair or scooter/powerchair)
£80 (chair or scooter/powerchair without packaging)

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.

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

• Cushions (once opened)
• Mattresses (once opened)
• Patient slings (once opened)
• Bathing & toileting items (such as bath lifters)
• Made to order / Customised items such as powerchairs, riser recliners and beds.
• 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.

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 specialised 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, labour, and call-out charges for any warranty issues and if we can't fix it, we'll replace it. Our engineers are professional, experienced and local (we cover the entire UK, including Ireland).

You can also extend this warranty for up to 5 years, 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.

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 (parts only): The base warranty covers the parts for a minimum of 1 year (and normally the main moving parts for several more years - check the product manual or ask us for details). If you can't get the chair to us for a free repair, we would charge £47.50 for a home call-out to repair, and £30 if a second return visit is needed.

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 of our other products carry a minimum 1 year warranty. We pride ourselves on being extremely accomodating 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.

The following are not covered by any of our warranties:

1) Perishable (wear and tear) components on mobility products such as getting a puncture.

2) Damage caused by the user such as scrapes, damage from liquids

3) Batteries: The max warranty on mobility batteries is 1 year and is only effective if the batteries have been treated properly as per the instructions that came with your product.

4) 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

5) 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.

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 authorisation 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 organisation.

At least 18 years old

Yes (minimum 16 hours per week or £5,000 per annum), unless you are receiving a pension or disability allowance

Yes, you need to be a permanent UK resident and have lived in the UK for at least 3 years.

Yes, you need a UK bank account capable of accepting Direct Debits

You do need to have a good credit history with no late payments, debt relief orders, CCJs, IVAs or bankruptcies.

Entirely online when proceeding through our checkout, or by phone. When applying for finance over the phone with us, you will need to provide an email address so your documentation can be emailed to you. If you are accepted, you will then have an email sent to you with a link to review your policy documents, and pay your deposit online to secure your order.

If accepted, once you have completed your email documents and paid your deposit, we will then process your order. Your first monthly payment will not come out of your bank account until 30 days after we have proven to the finance company that we have delivered your order.

At this time, we offer 6, 9, 10, or 12-month interest-free packages

Your first direct debit payment will be taken about a month after you receive your purchase. This will show on your statement as a payment to your lender. You have the right to repay all or part of the loan early at any time.

Any orders between £500 and £5000 can be applied for on Finance with us.

Yes, a deposit is required to secure the finance, which can be anywhere between 15% and 50% of the value of the goods.

Eligibility, credit history and affordability. Deko's finance software will let us know the outcome in just a few seconds.

Yes. It’s important to know that when applying for finance a hard credit check is made which is recorded on your credit file.

Once approved, Deko will let you know who the lender is and provide you with their full contact details.

You then just need to digitally sign your credit agreement sent to you via email, pay your deposit and wait for your order to arrive!

In a few cases, your application may be referred to a lender for manual assessment and you’ll be notified by email of the credit decision within 24 hours. If you’re not approved for finance it could be for a variety of reasons and the lender will be able to give you more information.

There is a 14-day cooling off period where you can withdraw from the credit agreement after signing your documents. If you want to do this, you need to notify us. Standard return fees as per our return policy will apply.

A Deko payment plan does not affect our standard cancellation, refund and returns policy so if you have a problem with your order outside of the 14-day 'cooling-off' period, just contact us. We can still cancel your application and the lender will refund your deposit and any of the paid balance if applicable.

Finance is provided through the Deko platform by a number of lenders. You will be offered the best rate available based on your credit history and the lenders’ credit decision policies.Mobility South West Ltd is a credit broker and not a lender. Finance is provided through the Deko platform by Omni Capital Retail Finance Limited. Omni Capital Retail Finance Limited is authorised and regulated by the Financial Conduct Authority (register number 720279).

Deko is a trading name of Pay4Later Ltd who act as a credit intermediary. They are registered in England and Wales (company number 06447333) and authorised and regulated by the Financial Conduct Authority (register number 728646). For more information please go to www.dekopay.com/faq or visit www.dekopay.com.