Frequently Asked Questions

Delivery Information

Delivery charges are calculated on a per-product basis. Please make note of the delivery charges associated with each item.

Our delivery charge is applicable to deliveries to mainland UK and is applicable to most orders going beyond the mainland. However, delivery to the Scottish Isles and Highlands, the Isle of Wight, Isle of Man, Northern Ireland as well as the Channel Islands may be extra depending on the weight or size of your order. Please call us if you would like some more information. Alternatively, if our Customer Services team is not available, you are welcome to place your order if you live in one of these destinations, and we will call you if there is an extra charge for delivery. We certainly deliver smaller items to all these destinations for our standard delivery fee.

Occasionally we might be out of stock of an item. In this situation we will try to contact you by phone or email and offer the option to cancel your order for a full refund if you would rather not wait or receive a suitable alternative.

Return Policy

Every item we sell is carefully inspected before it is shipped. If you are not satisfied with the goods and inform us within 14 days of your receipt of the goods, we will arrange to collect them (the whole order) and give a full refund. Or we will exchange items if they are faulty on delivery to you and we are notified within 14 days of the customers receipt of the product. All products to be returned must be carefully repackaged in their original packing.

Under the Consumer Rights Act 2015 you have the right to cancel your order for any item bought on this website for a full refund within 14 days, but this is not applicable to any of the following:

  • Items that are collected by you in person, or your representative, from our premises
  • Items where our product description says, “This item is made to order”
  • Products that are made to a customer specification or personalised
  • Sealed goods that are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery
  • Any “used” products that represent a hygiene risk (such as used toilet seats, commodes or bottom wipers)
  • Underwear can only be returned if the product packaging has neither been tampered with nor any hygiene seal removed.

To cancel your order you must contact us via telephone to notify us of your decision to return. Below are our full details if you need to contact us for another reason.

Telephone
0121 458 2197

Email
support@clarencemobilitystore.co.uk

Address
Clarence Mobility Store
91 The Green
Kings Norton
Birmingham, B38 8RS

Prices

Prices are correct at time of publication. Errors and omissions are excepted. Orders will be processed at our published prices, otherwise, in the case of any unexpected change in price, you will be informed and asked if you wish to reconsider your order before proceeding.

Complaints

If we should receive a complaint about any part of our service, by phone, e-mail or letter,then it will be dealt with promptly (we will reply within 5 working days). It will then be dealt with confidentially, and effectively.

Ordering Online

Ordering Online with us is safe and secure.

We employ a method of interaction with our visitors that does not compromise credit card information. This online system is 100% secure.

We accept online payments in a secure environment using Secure Socket Layering technology (SSL) by credit card, or debit card. This means that on any page where you enter your personal information such as credit card details, the information sent to us is encrypted to safeguard your details. Encryption prevents other internet users from accessing this information.