Returns Policy

Returns and cancellations

If you buy online as a consumer, you can normally cancel under the Consumer Contracts Regulations 2013. Tell us within 14 calendar days after receiving your goods, then return them within a further 14 days. You can also cancel before delivery.

Contact us

Email info@livingaidsuk.co.uk or call 01254 247475, Monday to Friday, 8.30am–5.00pm. Please include your order number and the items you wish to return. We will provide the return address and a reference to help identify your parcel. A reference is helpful but is not a condition of exercising your cancellation rights.

Returning your goods

For a change-of-mind return, you pay the direct return cost. Contact us for an estimate before returning an item that cannot normally be sent by post. Please pack goods securely; keeping the original packaging can help. You may inspect goods as you would in a shop. We may deduct only a loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning, where the law permits.

Refunds

We refund cancelled goods and the cost of our least expensive standard delivery option. Any extra charge for an upgraded delivery service is not refundable for a change of mind. Refunds use the original payment method, without a refund fee, within 14 days after we receive the returned goods or evidence that you have sent them back, whichever is earlier. If goods have not been supplied, refunds are due within 14 days of cancellation.

Exceptions

The change-of-mind cancellation right does not normally apply to goods made to your specifications or clearly personalised, goods liable to deteriorate or expire rapidly, or sealed goods unsuitable for return for health protection or hygiene reasons once unsealed. These exceptions do not remove your rights when goods are faulty or not as described. An item is not excluded simply because it is wearable.

Faulty or incorrect goods

Contact us if goods are faulty, damaged or not as described. Your rights under the Consumer Rights Act 2015 include a short-term right to reject faulty goods, normally within 30 days, and further repair, replacement or refund rights where applicable. We cover reasonable return costs for faulty or incorrectly supplied goods. A manufacturer's warranty does not replace these rights.

This consumer cancellation policy does not automatically apply to purchases made wholly for business purposes. Contact us about the terms of a business order.