Returns Policy

This policy is in addition to any and all customer statutory rights.

What this means to you our customer:

In Store, Mail Order and Internet – No Quibble Guarantee

Our returns policy is a simple "no quibble" guarantee! This guarantee means that 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.


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).

Returning or cancelling orders

When you have ordered an item from home, you can cancel your order and get a refund at any time until:

•    The end of the seventh working day after the day on which you receive your goods; or
•    The end of the seventh working day after the day on which Ability Aware agreed to go ahead with the service.

Please note that you might lose your right to cancel once the service has started. You also have a further three months to cancel if you were not given all the necessary written information by Ability Aware Limited. If we give you this information late - but still before the three months are up - you will have seven days to cancel from the day you receive that information. Your right to cancellation does not apply to goods made to your specification, including for example, an home assessment for a made to measure chair.

In addition, we cannot accept the return of certain items for hygiene reasons, e.g. bathing aids, toileting aids and personal care products if they have been used/the seal has been broken.

How do I return an item?

Simply bring your product and receipt into your local Ability Aware store and we will refund your purchase in full. Or call us on 0845 330 1144, and one of our customer support team will help you organise the returning of goods and arrangements for refund.

•    Faulty or defective items: If you return an item because of an error on our part, or it is defective, we will happily refund your costs in returning it to us. The item(s) must be returned within 30 days of purchase.

•    Items lost in transit: We cannot be held responsible for packages lost in transit: as you are responsible for returning the item(s) to us, we recommend sending the package by Recorded/Special Delivery.

In the event of cancellation of your order, contact our service team on 0845 330 1144 and we will advise on best options and costs of returning the goods to us, you will have to bear the direct cost of returning any unwanted goods. Goods should be returned complete and in original product packaging.

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 and Website contact Number 
0845 330 1144

Contact Address:
Unit B3 Trentham Trade Park
Stanley Matthews Way


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. Our 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


Unit B3, Trentham Trade Park, Stanley Matthews Way, Trentham, Stoke-On-Trent ST4 8GA

01782 659 244

Monday - Friday: 9am - 5pm