It depends on the product you order. A simple order such as RMS accessories are held in stock and can be dispatched quite quickly, usually within 5 working days - if it is a bespoke item such as a seating system, or items ordered from external suppliers, this may take between 2 and 12 weeks. We will contact you once your order is placed to give you a more accurate lead time.
Can I return an item?
Unfortunately not. A lot of our products are made to measure meaning they are unique to each person and therefore can’t be returned. If you have a product you believe can be returned we may accept it if it is unopened and unused - call 01795 477280 to talk to us.
What is a prescriptive item?
This is an item that is made unique to each users needs. Although all our products - including prescriptive ones - can be purchased on the website, we highly recommend that those marked as prescriptive items (in our Product Builder) have an assessment carried out by one of our product specialists. We cannot accept any returns for items ordered in the wrong size or that are incompatible with the end user.
How do I make sure I order the right size?
We try to provide you with as many sizing details on our products as we can, but staring at all those charts isn’t easy! If you are ever worried about the size you are ordering please contact our customer service team on 01795 477280 or email email@example.com.
Can I change an order I’ve already placed?
You can, but it may result in extra charges and delays. Once we have started manufacturing a product it becomes hard to change that process, especially if some components need to be replaced. We ask that everyone checks their order thoroughly before purchase.
Am I VAT Exempt?
If you are registered disabled - or are the carer, parent or guardian of someone who is registered disabled you will be exempt from paying VAT. If you are a registered charity with a UK charity registration number you will also not have to pay VAT. There is a simple form to fill out at checkout to apply this discount.
How do I apply for a trade account?
You can apply for a trade account by filling out this form on the website. You can also look at our interactive map on our contact us page and get in contact with your local Product Specialist to see if you would be eligible for a trade account.