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Some of Your Questions Answered

Some of Your Questions Answered
How do I order?

To place an order, add the products you want to buy to your basket and then click on “Click here to checkout” which is located at the top right of the screen

Can I order over the telephone?

Yes you can, just call 01922 647110 with the order numbers from the internet site catalogue, for all eligible VAT exempt items we will require a declaration to confirm eligibility, this can be done VIA email, please ensure that you have a valid and accessible email address. Once the declaration has been received then the order will be processed

Can I cancel an order after placing it?

Sadly we are unable to cancel an order once it has been placed, please return as per our returns policy

Please refer to our returns policy or contact our customer services team on 01922 647110

What if I have a problem with my order?

See How do I make a return? section

What are your delivery options & charges?

Delivery Charges
Deliver is FREE for all orders of £65.00 or more. For all orders of £65.00 or less, a small delivery charge of £4.99 applied. This charge covers processing, packing, handling, insurance and all delivery cost. We deliver to U.K mainland Customers Only. Orders will be delivered with in 3-5 working days VIA tracked courier service.

Engineered Delivery - £50.00
This is a service where our delivery driver will unpack, assemble and demonstrate your product. The driver will also remove all the packaging and take it for recycling (unless you wish to keep it). Please ensure that a valid contact number is provided so that our customer service team can contact you to arrange delivery. We will do our best to deliver to you with in a 2 hour delivery window. This is our most premium delivery service. This service is only available on Mobility Scooter, Electric Wheelchair, Rise & Recline Chair and Arm Chair purchases.

If you decide to use our Engineered Delivery, Please ensure you notify us if there is restricted access to your home. Please also ensure that pets are put away and the access is clear.

Can I have my order delivered to an alternative address?

Yes you can, see How do I pay? below, for an explanation on how you do this.

Where do you deliver to?

Your order can be delivered to any location with in UK mainland except for PO Boxes. We can deliver to your home, you friends home or your place or work. Even if you have brought an item for a gift for a loved one we will even deliver the order to the recipient location.

Who are your couriers?

We use a tracked delivery service from Hermes, Royal Mail, and our own in house delivery service. We may also use alternative delivery services which are tracked and reputable.

What is VAT Exemption?

If you suffer with a long term illness or if you are disabled, then you do not have to pay VAT on certain products that we sell.

You will notice that there are two prices in display, with VAT and with out VAT (or exemption) prior to completing your purchase you will be asked to confirm if you qualify for VAT exemption. After confirming you will notice that all eligible products will not be charged VAT. VAT is however chargeable on delivery and on products that do not qualify for VAT exemption.

If you are in any doubt as to whether you are eligible to receive goods or services zero-rated for VAT right click here and select to Open in a New Tab and you will be directed to HMRC. Alternatively you can call HMRC on 0300 123 1073

What does long-term illness or disabled mean?
For the purposes of VAT, you have a long-term illness or you are disabled if you meet any of the following criteria

  • You or the person you are purchasing the goods for suffer with a physical or mental impartment which has long term effects or substantial adverse effect on your abilities to carry out every day activities

  • You or the person you are purchasing the goods for have an illness or condition that the medical profession treats as a chronic sickness,. For Example: Diabetes, Arthritis, etc.

  • You or the person you are purchasing the goods for are terminally ill

  • You do not qualify if you are elderly but otherwise able-bodied, or if you're only temporarily disabled or incapacitated.

    This VAT exemption declaration can be made by either the customer or their representative. We do not wish to see medical records or medical certification

    What is personal or domestic use?

    This means that the goods (products) are supplied for your own private use, rather than for business purposes.

    Also, the goods must be just for your own personal use and not for use by anyone else, or chronically sick or disabled people in general.

    If you and your partner or the person or persons you are purchasing the goods for are both chronically sick or disabled and the goods are for both to use, then you won't have to pay VAT.

    How do I pay?

    After you have clicked ‘Click here to checkout’ on the top right of the screen, you will be taken to your basket.

    If you are VAT exempt you will need to click the VAT box if you qualify for VAT Exemption, you can then select you preferred delivery options.

    Next, click to confirm your order, where you will be taken to a page that will show a summary of you order, if you have clicked that you are eligible for VAT exemption, you will see the price has reduced by 20% for all eligible items.

    Finally click the words ‘Click Here to Complete Your Order’ and then you will be taken to our secure payments site. You can now add your payment details as well as the address, you also have the option to change the delivery address from the billing address. Please note that Complete Care & Mobility prefers to use Paypal as our processing agent, if you have used Paypal in the past all you need to do is log in, if not you can either create a Paypal account or pay with out creating an account. It is not a necessity for you to create a Paypal account

    Once complete all you need to do is click pay, and that’s it your done.


    What payment methods do you accept?

    For all online orders we accept all major Credit & Debit cards. We accept payment VIA cash in our showrooms, or cheque/postal orders for all telephone and postal orders. We do accept BACS payments for all large orders.
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