Cancellation, Delivery & Refund Policy

Cancelling before delivery

If you change your mind before your product has been delivered, please contact us as soon as possible.

For most qualifying distance and off-premises orders, you may cancel before delivery without giving a reason.

An exception may apply where goods have been made to your specifications, clearly personalised or otherwise fall within a statutory exemption from the right to cancel. Where we believe an order falls within one of these exemptions, we will make this clear before you are bound by the order.

Your 14-day cancellation right

For qualifying distance and off-premises purchases of goods, you will normally have the right to cancel your contract without giving a reason.

The cancellation period normally ends 14 days after the day on which you, or a person nominated by you, receives the goods.

To exercise your right to cancel, you must make a clear statement telling us that you wish to cancel. You can contact us by telephone, email or post. You do not have to use a particular form, although a model cancellation form is also provided with our order documentation.

It is sufficient for your cancellation communication to be sent before the cancellation period expires.

Bespoke and personalised products

The statutory change-of-mind cancellation right does not normally apply to goods which are genuinely made to the customer's specifications or clearly personalised.

This exception will not be applied simply because we have ordered a normal stock product specifically for you. Whether the exemption applies will depend upon the nature of the product and any bespoke alterations, adaptations or personalisation requested.

Where an order falls within this exemption, we will explain this before you become bound by the purchase.

Collection following cancellation

Where you validly cancel under the statutory 14-day cancellation right, Mobility Connect will normally arrange to collect the product from your address.

Mobility Connect will bear the reasonable cost of that collection.

You should make the product available for collection and, where applicable, return the keys, charger, batteries, accessories and other equipment supplied with it.

We will contact you to arrange a suitable collection date.

Condition and use of returned goods

You are entitled to inspect the product to establish its nature, characteristics and functioning.

However, if the product has been handled or used beyond what is reasonably necessary for that purpose and this has caused a genuine reduction in its value, we may be entitled to make an appropriate deduction from the amount refunded. Any deduction will reflect the actual reduction in value and will only be made where permitted by law.

There is therefore no blanket rule that a product cannot be cancelled simply because it has been removed from its packaging or reasonably inspected.

Refunds following statutory cancellation

We will normally aim to collect and inspect the product promptly before completing the refund process.

Because Mobility Connect offers to collect cancelled goods, this does not extend the statutory refund deadline. Where a refund is due directly from Mobility Connect, it will be made without undue delay and, where the statutory rules require it, no later than 14 days after we are informed of your decision to cancel.

Refunds made directly by Mobility Connect will normally be made using the same payment method originally used, unless you expressly agree otherwise. We will not charge a fee for making a statutory refund.

Purchases made using finance

Many Mobility Connect purchases are funded through third-party finance providers.

Where you validly cancel a qualifying purchase funded through finance, you should notify Mobility Connect rather than simply cancelling your payment arrangements yourself.

Mobility Connect will notify the relevant finance provider of the cancellation and coordinate with them in relation to the finance agreement. The lender may place payments or the account on hold while collection arrangements are completed.

Once the product has been collected, we will confirm the return with the finance provider so that the finance account can be finalised in accordance with the lender's procedures and applicable law.

Where applicable, an ancillary contract connected to a qualifying distance or off-premises sale is terminated when the main contract is validly cancelled, and we will notify the relevant provider as required.

Payments that you have made directly to the finance provider are normally refunded, adjusted or reconciled by that finance provider rather than Mobility Connect.

Any deposit or other amount paid directly to Mobility Connect will be refunded by Mobility Connect where due.

Withdrawing from a finance agreement by itself is not necessarily the same as cancelling your purchase of the goods. If you only wish to withdraw from the credit agreement, you should contact the relevant lender for guidance.

Linked aftercare, insurance and other services

Where applicable, if the main purchase is validly cancelled, any Platinum Plus membership, insurance, breakdown cover or other ancillary service arranged specifically as part of that purchase will also be cancelled or notified for cancellation as appropriate.

The precise process may depend upon the provider and whether the service constitutes an ancillary contract, but we will assist in coordinating the cancellation.

Delivery within mainland Great Britain

Standard delivery to mainland Great Britain is free of charge.

Once your order has been fully confirmed and any required payment or finance arrangements are in place, we aim to deliver within 7 working days.

An estimated delivery date will normally be provided for your individual order.

The 7-working-day period is a service aim rather than a guarantee unless we have specifically agreed that a particular delivery date or period is essential or guaranteed.

Northern Ireland, islands and other locations

Orders for Northern Ireland, Scottish islands and other offshore or non-mainland locations may be accepted, but delivery will be subject to an individual quotation and agreed delivery arrangements.

We will explain any delivery charge before you become committed to the order.

Delivery delays

If we become aware of a significant delay, we will contact you and seek to agree a revised delivery date.

Consumer law provides additional remedies where goods are not delivered at an agreed time. In particular, where delivery by an agreed date was essential, or we refuse to deliver, a customer may be entitled to treat the contract as at an end. In other cases, the customer can normally require delivery within a further appropriate period before exercising that right.

We will not seek to restrict any statutory right you have because of a delivery delay.

Failed deliveries

Please ensure that the address, telephone number and other delivery information supplied to us are accurate and that someone is available where required to receive the product.

If an agreed delivery cannot take place because of circumstances caused by the customer, we may, where reasonable, discuss a contribution towards the cost of arranging another delivery.

This will be considered case by case. We will not impose a re-delivery charge where the failed delivery was caused by Mobility Connect or where it would otherwise be unreasonable to do so.

Our discretionary 30-day swapover option

In addition to your statutory rights, Mobility Connect may consider a discretionary product swapover within 30 days of delivery.

This may be offered where:

• there is a genuine and reasonable reason for requesting a different product;
• the original product is in satisfactory condition and complete with its supplied equipment;
• a suitable alternative is available; and
• the circumstances make a swapover reasonable and practical.

A swapover is not an automatic right to cancel or obtain a cash refund. It is a discretionary goodwill option offered by Mobility Connect.

Where agreed, we will normally look to exchange the product for another product of broadly equivalent value.

Any difference in product, collection, redelivery or other costs will be discussed with you before the exchange is agreed. Depending upon the circumstances, additional transport or other reasonable costs may apply.

Nothing in this discretionary scheme affects your statutory rights.

After the 14-day cancellation period

Once the statutory change-of-mind cancellation period has expired, there is normally no automatic right to cancel a compliant product simply because you have changed your mind.

Our discretionary 30-day swapover option may still be considered where appropriate.

Different legal rights apply if a product is faulty, misdescribed, not of satisfactory quality or otherwise does not conform to the contract. Those rights are dealt with separately under our Customer Terms & Conditions, warranty/aftercare arrangements and applicable consumer law.

This policy does not restrict those rights.

Questions or cancellations

If you need to cancel an order, discuss a delivery or ask about a refund, please contact us using the details below.

This policy should be read together with our Customer Terms & Conditions and Privacy Notice.