Terms and Conditions

For sales & advice, please call our store or send us an email


The following terms and conditions apply to all on line transactions from The Hearing and Mobility Store Ltd. The placing of an order indicates your acceptance of these terms and conditions. Please read them carefully and print a copy for future reference. These terms and conditions do not affect your statutory rights. To order goods from us you must be at least 18 years of age.

We have the right to refuse at our discretion to supply any goods ordered by you.

Advice and the suitability of the product(s)

All goods purchased from The Hearing and Mobility Store Ltd are at the request of the purchaser.


The Hearing and Mobility Store Ltd reserve the right to change prices without prior notice.

All our prices are in pounds sterling. Where products can sometimes attract VAT, the price will be clearly shown both inclusive and exclusive of VAT.

VAT Exemption

VAT Exemption is granted by HM Customs & Excise and therefore requires the completion of a simple declaration detailing your disability / condition, which must be completed at the time of purchase. Most of our customers may qualify for VAT Exemption, although some of our products are not eligible for VAT relief. If you are in any doubt and would like to check the VAT regulations, details can be found at HM Customs and Excise, Notice 701/7, Supplies to handicapped people. If you are a charity making goods available to a disabled person, details of the regulations can be found at HM Customs and Excise, Notice 701/7, Supplies to charities.

Incorrect Goods

We will always endeavour to supply the correct goods, if however, there is a mistake in the delivery we would politely ask that you contact us at your earliest convenience. You may also be required to provide further information on what was received i.e. we may require the manufacturers part codes and a full description of what has been received. Where possible we would ask that you do not open the manufacturers packaging or use the item.


Payment should be made in full at the time of purchase although if an item has to be ordered then a deposit will be required. The balance will be payable when the goods are collected or delivered, we accept all major credit & debit cards cheques and cash in store. Please allow five working days for cheques to clear.


Your details are protected by the General Data Protection Regulation (GDPR) and will not be disclosed at any time. Our payment system is through the DoJo who use the most up to date card holder payment system, therefore card holders have the added confidence of a guarantee that their payment details will not be divulged to any third party.

Dojo is a trading name of Paymentsense and Walk Up Limited.

No credit card details put into the system will be held or stored anywhere by us.


The Hearing and Mobility Store Ltd will deliver large bulky items free of charge to anywhere within a 30-mile radius of any of our stores. Other delivery charges are shown at point of check-out.

We aim to deliver within 5 working days, however some powerchairs can take 6 weeks and riser recline chairs may take 6 weeks.


It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us via the website or by telephone.
We will deal with your complaint in line with your statutory (legal) rights. You may be entitled to a refund, partial refund, replacement or repair depending on the circumstances.

We will not refund you any supplementary costs arising if you chose a type of delivery other than the least expensive type of delivery offered by us.
Items cannot be returned that have been made to your personnel specifications

Guarantee & Warranty’s

All new products sold by The Hearing and Mobility Store Ltd come with a minimum of 12 months parts & labour warranty against manufacturer or material faults. This warranty is in addition to your statutory (legal) rights. Warranties on scooters/powerchairs do not cover serviceable items such as flat batteries, bulbs, worn or punctured tyres or an annual service, in these instances a call out charge will apply.
Our customer satisfaction guarantee gives you peace of mind and ensures you that we are here to help.

Right to Cancel

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right to cancel, you must inform us:

The Hearing & Mobility Store Limited
6 Devizes Road
Wroughton, SN4 0RZ
Tel: 01793 815083
Email: sales@thehearingandmobilitystore.co.uk

Of your decision to cancel this contract by a clear statement (e.g., a letter sent by post or an e-mail to the store it was purchased from)

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired

Effects of Cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay and not later than:

14 days after the day we receive back from you any goods supplied, or (if earlier) 14 days after the day you provide evidence that you have returned the goods, or if there were no goods supplied, 14days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursements.

We may withhold reimbursement until we have the goods back or you have supplied evidence of having sent the goods back, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. This deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of the returning the goods.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Complaints Procedure

When a complaint is made to The Hearing and Mobility Store, we will endeavour to acknowledge receipt of said complaint within three working days. We will then respond to your complaint within five working days from receipt.
If we are unable to respond to your complaint due to it being of a complex nature, we will contact you within five working days to advise you of the situation and keep you updated on the progress. We will aim to resolve any complaint in its entirety within 28 days.
Where it is not possible to resolve your complaint, we will write to you giving a full clear explanation and details of how to contact the Swindon Borough Council Trading Standards.

We are a member of the Swindon Borough Council’s Trading Standard Service Buy with Confidence Scheme. A copy of our complaint’s procedure will be handed to you separately. If you are unhappy with the service you have received from us you can speak to Swindon Trading Service which offers a free mediation service.