Catalyst 5

Refund Policy

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@uniquemobility.co.uk

Following the acceptance of your order, we hope that your new purchase meets all your expectations. If for any reason you are not happy with your product because of suspected damage either in transportation or on delivery, then you must inform us within 48 hours of receiving your order. Alternatively, if you have simply changed your mind then we ask for you to let us know within 14 days of receiving your order. Unfortunately, after this time we are unable to accept your return. This 14-day period is the time you have to decide whether to return your goods, you then have a further 14 days to actually send the goods back. To request a return, please call a member of our customers services team on 01566 774 030 to discuss. Failure to log this request can often result in your refund being rejected due to a lack of traceability.

As part of our returns process, we allow you to unpack the product and inspect it to ensure that it is as you expected. We advise you to do this carefully and keep all original packaging as any damage caused may reduce your right to return the product for a full refund. If you have used the product or had it installed, we may not be able to sell it to another customer. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop. Please be aware that where the value of the product has been reduced by your use, we may only make a partial refund, or charge you for the reduction in value because of you handing the goods more than was necessary. To assist in this process, we reserve the right to request images of your product before authorising its return. If the product is returned unused and in its original packaging, you will receive a full refund. On successful inspection of our quality checks, we will provide a refund within 14 days of receiving the order back.

We understand that in some cases, it can be difficult to return your goods within the specified time limit, without assistance. Where this is the case we can provide a suitable collection service through one of our logistics partners at a reasonable cost. To access these services, your item must be fully boxed and sealed in a suitable condition to be transported back to us safely. Please ensure that you have obtained a returns reference number prior to packaging your item otherwise your collection cannot be authorised. If you require additional support to dismantle or repackage your product then we recommend choosing Healthcare Distribution Direct who will ensure that your item is carefully returned in a suitable condition.

If you are returning an item over £450, you should consider purchasing shipping insurance. We don’t guarantee that we will receive your returned item. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@uniquemobility.co.uk and send your item to: Unique Mobility, Unit 2a Scarne Industrial Estate, Launceston Mobility Centre, Launceston, PL15 9HS, United Kingdom.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@uniquemobility.co.uk