Legal
Refund and returns policy
We want you to be completely happy with everything you buy from us. If something isn’t right, here’s how we can help.
Cancelling an order
To cancel an order before it is dispatched, call the showroom where you placed it. For online orders, call 01708 746644. Once an order has been dispatched, our returns process applies.
Returning an online order
Under the Consumer Contracts Regulations, you can cancel an online order and return the goods within 14 days of receiving them. Please contact us before sending anything back.
- Items should be returned complete, unused, undamaged and in their original packaging.
- Unless the item is faulty or not what you ordered, you pay the cost of returning it. Call us and we’ll confirm the cost.
- We’ll refund the price you paid and the standard delivery charge within 14 days of receiving the item back. We don’t refund extra costs if you chose a more expensive delivery option.
- You can unpack and inspect your item, but if it has been used or installed beyond what’s needed to check it, we may reduce your refund to reflect its loss in value.
Showroom purchases
Unused items bought in one of our showrooms can be exchanged or returned for a credit note to the value of your purchase. Please contact the showroom within 14 days. Items must be complete, unused, undamaged and in their original packaging. If they are not, we may charge for repair or restocking.
Items we can’t accept back
Unless they are faulty or not what you ordered, we cannot accept returns of:
- Items made to order or adapted to your requirements, including stairlifts fitted to your stairs
- Bathroom, toilet and continence products once the seal or outer packaging has been opened, for hygiene reasons
Faulty items
If an item is faulty, please call us as soon as possible. Your rights under the Consumer Rights Act 2015 are not affected. Depending on when the fault appears, we will repair, replace or refund the item. Citizens Advice or your local Trading Standards office can tell you more about your rights.
Contact us
1st Step Mobility Ltd, 54–56 Victoria Road, Romford, Essex RM1 2JH
Phone 01708 746644 · Email info@1ststepmobility.com
