Returns Policy

All Customers are covered by their Customer Statutory Rights.

Consumer Rights Act 2015

Your legal rights: When you buy goods from a business, in law you have a number of rights as a consumer. These include the right to claim a refund, replacement, repair and/or compensation where the goods are faulty or misdescribed.

Our policy: In addition to your legal rights, we also allow you to return goods if you simply change your mind (Excludes products subject to customisation or hygiene restrictions). Please return the unused goods to us with the original till receipt within 14 days and we will offer you an exchange or a credit note.

When we can't provide a refund 

Refund requests by customers outside of Customer Statutory Rights or in exceptional circumstances such as: 

  • All customised products (any product made to your design or specification including any choice of fabric, colour, size or motor).
  • For hygiene reasons any Bathing aids, toileting aids and personal care products if they have been used/the seal has been broken.

Mail Order and Internet 

If for any reason you are unhappy with your purchase, i.e. the item you have ordered is faulty, defective or you've had a change of mind, you must return it to us unused and in its original condition (including product packaging, instructions), within 14 days for a prompt replacement, exchange or refund. 


If products are not in a re-saleable condition on return, Ability Aware Ltd reserves the right to charge for repair, replacement or repackaging of any products not returned in their original condition. This charge may include the cost of parts, materials, packaging, labour and any subsequent loss to Ability Aware Ltd. Refunds, replacements or exchanges are usually processed within 5 working days of receipt of the returned item(s) by Ability Aware Ltd.


Where a customer wishes to cancel an order or contract within the Statutory Rights, Ability Aware reserve the right to charge a cancellation charge to cover costs and/or losses incurred. Ability Aware will if the customers wishes seek to minimise these costs and/or losses through trying to resell the goods. 


Refunds are made using the same form of payment that was used to make the initial purchase. If you purchased your item on a credit or debit card please bring this to the store with you so that we can refund the correct amount onto your card. If you do not bring the card we will provide you with an in store credit note. If you only want to exchange the item, you will only need the receipt (or gift receipt if it was a present).

Complaints Procedure

Ability Aware Ltd takes its relationships with customers very seriously, and we expend a great deal of effort ensuring that we keep you happy. We aim to reply to emails within three working days of receipt, whether they're enquiries or, heaven forbid, complaints. If email is too impersonal, we encourage you to phone us on 0845 330 1144 where our customer support team will gladly be of assistance.

Customer Services Number - 01625 444779 

Contact Address:
Dean Row Centre
Dean Row Road


The majority of our products are guaranteed for twelve months by the manufacturer. However, some products are guaranteed for longer e.g. Rise and Recline Chairs, Bath Lifts etc. The warranty does not cover items used outside of Mainland UK and does not include the reimbursement for the hire of a replacement product. Items purchased outside of the mainland UK will be subject to a return to base warranty at the customers cost. If any problems are experienced with the products overseas, please contact our Customer Service Team on 0845 330 1144 or alternatively you can always email us at



Dean Row Centre, Dean Row Road, Wilmslow, Cheshire SK9 2HA

01625 444 779

Monday - Friday: 9am - 5pm