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Terms & Conditions

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


The following terms and conditions apply to all transactions (On & Offline) 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 will treat each order for goods as an offer by you to purchase the goods subject to these terms and conditions.

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. Any information offered by any member of our staff, either on the phone, described on our website or in store is for general guidance purposes only. If you have any doubts at all as to the suitability of any specific product for your use, we recommend that, prior to purchase, the opinion of a qualified Occupational Therapist is sought.


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
It is the Customers responsibility to notify us of any incorrect goods supplied within 48 hours of delivery. If the items are not as ordered, the Customer must not open the manufacturers packaging or use the item. The Customer will also be required to provide further information on what was received i.e. we may require the manufactures part codes and a full description of what has been received. Should there be any extenuating circumstances that has prohibited the Customer to return goods within the specified time frame, resolution will be by mutual decision.

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 Sage Pay 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.
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. Customers who live further away will be charged for delivery. (please call for delivery charges) 01793 250442

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.

 Standard products which are non- faulty can be returned unused within 7 calendar days of receipt

  • To receive a full refund the product(s) must be returned complete, unused, in an undamaged state (with any tags still attached) in original packaging, in a re-saleable condition.
  • 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.

You will be responsible for returning the item to us. We can collect the item from you with in a 30 mile radius of our stores but a charge will  apply. We cannot accept the return of prescriptive products and special-order items as these products are built to specification for the specific customer.

Unfortunately, we cannot accept returns on product(s) that are Made to Order, have been specially adapted to suit your requirements, or for products that can void Health & Safety regulations e.g. incontinence, bathroom or toilet products. A refund can only be given if the product(s) arrives faulty, damaged or incorrect. Where the item you are returning is not usually stocked by us and has been ordered in specifically for you, there will be a 20% restocking fee (unless the item is faulty or wrongly described)

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.

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 separate. 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.

Force Majeure

We will not be under any liability whatsoever in the event that we are prevented or delayed from supplying or making delivery of any Goods by any reason or cause beyond our control.

Some of our product images are for illustration purposes only

Contact Us

Our shop always welcomes visits for any consultations or advice that our customers may need with getting the right mobility equipment, most suitable for them and their needs.

If you require anything further, please don’t hesitate in getting in touch with us today.!

Call Us

01793 815 083

Email Us

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