Returns Policy

RETURNS POLICY

We hope you are pleased with your recent purchase. At Cowper’s Mobility Centre, customer service is extremely important to us but on very few occasions, customers may experience a problem with an item.  Please see below how we can help

For goods purchased online (via our website) you have an initial 14day cooling:

Under the UK Distance Selling Regulations, you have a right to cancel your order and receive a refund providing you send a request to Cowper’s Mobility Centre in writing within 14 days of receiving your goods. You do not have to give a reason for your request but in all cases, goods must be in an unused and saleable condition with all tags and labels attached and will be inspected on their return.

You must return the goods, at your own cost, to Cowper’s Mobility within the following 14days.  Your refund will be dealt with within 14days from when Cowper’s Mobility Centre receiving the goods.

If you wish to cancel your order with Cowper’s Mobility Centre, you must let us know in writing (email is fine), quoting your surname, address and date of original order. Please email mobility@cowperspenrith.co.uk

 

Returns of FAULTY GOODS bought ONLINE or FAULTY GOODS bought IN STORE at any time:

• Initially please contact the shop directly 01768 867555 and speak with a member of staff or email mobility@cowperspenrith.co.uk. A member of staff will ask you questions about the problem which they may be able to resolve over the phone
• If we are unable to resolve the issue over the phone, please ask a member of staff to email you a Returns Form for completion.  You must complete the returns form and then you can either:

Option 1 – Return in store. Complete the returns note. Return to Cowper’s Mobility Centre, Friargate, Penrith, Cumbria, CA11 7XR

Option 2 - Royal Mail. Cost will be variable and you will have the option to make the package trackable. Enclose your returns note and take your parcel to your local Post Office. Please ensure you ask for proof of postage. We regret that we cannot be held responsible for returned goods lost in transit.

• In some cases the manufacturer/supplier may require to see the item(s) before repair or replacement can be agreed. In order to comply with Health & Safety regulations, any faulty items being returned for assessment must be in a clean and dry condition
• We shall initially replace or repair faulty items within 6 months of purchase or within the Manufacturer’s Warranty timescale
• If a replacement or repair is not appropriate a refund shall be offered providing the customer has proof of purchase
• We can only process refunds via the original payment method used for the purchase.

We do not have to refund a customer if they:

• knew an item was faulty when they bought it (e.g. a sale item reduced due to a minor fault)
• damaged an item by trying to repair it themselves or getting someone else to do it (though they may still have the right to a repair, replacement or partial refund)
• no longer want an item (for example because it’s the wrong size or colour) unless they bought it without seeing it or for customers who have purchased in store but have changed their mind

At all times we will treat customers fairly and with respect.  We will not tolerate any abuse towards our staff members who are entitled to be treated with the same courtesy as they show to customers.