Orders & Returns
- Track your order
- Change or cancel an order
- Missing, incomplete or damaged deliveries
- Returns and refunds
- Re-cycling Electrical Products
Order tracking is currently unavailable – please call customer services on 0800 910 1864 for delivery information.
If you wish to change or cancel an order contact our Customer Service department on 0800 910 1864 any time between 8am and 5pm, Monday to Friday. Please have the billing address postcode and if possible the order number and date the order was placed to enable us to action your request easily.
If the product you have ordered has already been delivered, you will need to follow the returns procedure.
If your order has not arrived, or arrives incomplete, first of all please view your order online as individual products may be delivered seperately. Sign into My Account here. If your order shows as despatched but has not arrived within the expected time period - normally 2-3 days, please email our Customer Services department on firstname.lastname@example.org, or call us on 0800 910 1864 between 8am and 5pm, Monday to Friday.
If you've more than one item on your order, please bear in mind that products may be sent out from multiple locations and so arrive separately. However, if this is not the case and you haven't received the order as detailed in the order confirmation email sent to you, please email or call us as before.
If your order arrives and the goods are damaged, please email us and we will call you or call us on 0800 910 1864.
We hope that you will be happy with your purchase, however we understand that sometimes you may find a product does not suit your needs or that you have changed your mind.
Returns of unused products
When you buy online or by phone, you have additional rights as a consumer under the Distance Selling Regulations. This means if you as the purchaser notify us in writing of your wish to return an item within 14 working days of receiving it, we will refund you for both the purchase price and any delivery charge paid. Please make sure you take reasonable care of the item while it is in your possession, and that it is returned to us unused in or with the original packaging. If the original packaging is unavailable, it is the customers responsibility to ensure the product is suitably packed for its safe return. The cost returning the product is the customers responsibility; we do however aim to provide low cost or free returns where is is feasible for us to do so. Please see this section of our Terms and Conditions.
If you find that you wish to return an unused item after the 14 day period provided by the distance selling regulations, please call our Customer Services department on 0800 910 1864 with the details. We will assess each request sympathetically on an individual basis. After 14 days we may accept the return of an unused product for a refund less the original delivery costs (which may not have been charged to you) and the cost of returning/re-stocking the item. The maximum period for this to be considered is 28 days.
If a product is found to be faulty or develops a fault, please contact our Customer Services department on 0800 910 1864 in the first instance with full details of the problem. We will aim to respond in a reasonable time to your request and provide a solution that fulfils your statutory rights under relevant consumer legislation regarding faulty goods. This may be a replacement, refund or repair of the product depending upon its age and use.
If we agree to refund you in any circumstances, refunds can only be made to the original card used to make the purchase. In the event that this card account is not available to process the refund to, a bank transfer will be made to the account of the original card holder provided that account can be verified at the billing address provided at the time of purchase.
Refunds will be made within 28 days of you notifying us that you wish to return an product under Distance Selling Regulations and within 14 days of our agreement with you to provide a refund in all other circumstances.
Please note, any item which is bespoke made to order, designed or adapted specifically for your use, or items which are hygienically sealed and have been opened (for example mattresses, toilet seats etc), cannot be returned for a refund.
These conditions do not affect your statutory rights when goods are faulty or not as described.
Medequip Assistive Technology contribute to the Distributor Take Back Scheme to fulfil our obligations under the Waste Electrical and Electronic Equipment Regulations 2013 (WEEE). Please see full information on the 'Recycling your old electricals' page.