Frequently Asked Questions

General

• How do I reset my password?

  To reset your password, just follow these simple steps.

  • Visit /customer/account/forgotpassword/
  • Type in the email address registered to your account on the page and click submit.
  • You will receive an email at the email address you provided. The email will contain a link asking you to reset your password. Simply follow the instructions on the page to reset your password.

  Please check your spam folder if you do not receive the password reset email in your inbox.

Ordering

• How do I place an order?

  After choosing your products, update your basket and proceed to our secure checkout. If this is your first time shopping with us, you will need to register for an account. This is a simple process where you enter your name, email address and set a password.

  If you do not have an email address to register an account, please contact us on 0800 999 5990 and our friendly team will be able to process your order over the phone. Please have your debit or credit card details ready to place your order.

• How do I amend my order?

  If you would like to change your order, please contact us by live chat, email or 0800 999 5990 as soon as possible. If the order has not been dispatched by our warehouse, we will be able to amend the order for you.

• Can I have a VAT Invoice?

  If you do purchase a product that has VAT included, please contact us, and we will be able to arrange a VAT invoice to be sent to you. Read more about our VAT Exemption here: VAT Exemption

Delivery

• How do I provide special delivery instructions?

  Please enter any special delivery instructions on the checkout screen and we will provide these to the courier. Please contact us by phone, live chat or email as soon as possible if you have already placed your order and need to add special instructions. As long as your order has not been dispatched, we can add them to your order.

  Please note that Countrywide Health & Mobility takes no responsibility for special delivery requests. If you have requested the package to be left with a neighbour or in a shed or wheelie bin, for example, we cannot accept responsibility for packages that are lost or stolen.

• How long does delivery take?

  If you order before 3pm, Monday to Friday, and choose our next day delivery option available on selected products, you will receive your order on the next working day. We will provide you with a tracking number by email to track your delivery on the courier's website. Unfortunately we do not deliver on Saturday or Sunday; if you order on a Friday before 3pm and select our next day delivery option, you will receive your order on Monday or the next working day.

• How do I get free delivery?

  Free delivery is available when you spend over £75 ex VAT. Please refer to our delivery page for more information.

• My order has not arrived, where is my parcel?

  When your order is dispatched, you will receive a shipping confirmation email and the tracking information with details of the courier. Please visit the courier's website to check the status of your delivery. If you have not received your delivery, please contact us.

• My order is wrong or my item is damaged?

  Please contact us by phone, live chat or email and our friendly team will be able to help you.

Returns

• Can I return my order?

  No problem, you have 14 days from when you received the goods to return the unwanted items back to us. We do not cover the return postage, but we will give you a refund on the goods returned when we receive them.

  Please note that the goods must not have been opened, damaged or used. We reserve ourselves the right to hold the original delivery charges. Please read our returns guide for more information.

• How do I return a product?

  Please contact us before making a return. Information will be included in your package on how to return a parcel and the delivery note contains details that need to be completed so we can identify your return when we receive it. If you are due a refund, this will speed up the process.

  Please use a reputable and reliable courier to return your item as we do not accept any liability for lost or stolen packages when you returning an item to us. Please also make sure that the correct postage is paid for the weight of the parcel as we cannot cover underpayment of postage and the item will be returned.

  Our address for all returns is: Online Returns, Countrywide Health & Mobility Department, National Distribution Centre, Ferrymoor Way, Park Springs, Grimethorpe, Barnsley, S72 7BN

• How long will it take to receive my refund?

  Refunds may take up to 7 days to show on bank accounts after they are processed.

Scooters

• How long should I charge my scooter/powerchair for?

  We feel 12 hours charge on any product should be sufficient.

• What happens if my product arrives damaged?

  This should be reported on the day of delivery, send us as much information as possible this should include images, defect description etc

• How do I register my product for my warranty to become valid?

  Its simply when the product arrives that’s when the warranty commences. Let us know your delivery date, postcode and serial number and we will do the rest.

• Do I get a warranty and what does it cover?

  If you have received a product from us that is faulty you have a legal right to receive a refund, repair or replacement as detailed in the consumer rights act. We will offer the correct resolution with the consumer rights act 2015.

  If you identify & report a fault with your new product within 30 days of delivery, you can return it in exchange for a full refund. If you find a fault with your product after the 30-day cut off (but within 6 months of owning it) we have the choice to either repair or replace it for you.

  If we cannot make an effective repair or a replacement, we will offer a partial refund or return the product and refund. If a fault becomes apparent after 6 months of owning the product and you can identify the fault was present when it was delivered, we will have the choice to repair or replace it for you.

  Several manufacturers will supply a warranty in addition to your rights under the Sale of Goods Act. You will receive a one-year warranty from us which covers parts and labour.

  We will charge initially for a call out which will be refunded if the fault is not user error, and a manufacturing fault is confirmed.

  Warranties only apply to domestic use and do not cover items used outside of the UK mainland and does not include the cost of the hire of a replacement product or products.

  Warranties only apply if the product is maintained and used only for its intended purpose and only applies to a single and not multiple users.

  Any modifications to the product will invalidates the manufacturer's warranty and the Countrywide Heath & Mobility guarantee.

  The contract made between us and all our and your rights and obligations shall be governed by English law and any disputes arising under it shall be heard in the English Courts.

  Nothing in these terms will affect your legal rights.

• How long does the warranty last?

  All our products come with a 12-month manufacturing warranty. If a manufacturer offers an extended this will be indicated in the product manual. Please note all batteries include a 6-month manufacturer's warranty.

• Can I extend my warranty and if so, for how long?

  Yes, but this must be done in the first 12 months of ownership there are a number of options available including extensions up to 4 years. Our helpful team can explain the options to you and see what suits you best.

• What entitles me to be VAT exempt?

  If you have a long-term medical condition this will entitle you to VAT exemption - for example arthritis, dementia, Cancer, Motor Neuron Disease, stroke etc.

• I have a problem with my product, what do I need to do?

  Don’t worry we are really good at trouble shooting & identifying problems, simply get in touch and we will do the rest.

• Can I get spare parts?

  Yes we can supply spare parts, some items are stocked but most come direct from the manufacturer.

• Do you offer servicing on the products?

  We have a selection of service plans available from our third-party partners.

• Can my scooter be used in the rain?

  Yes of course, just use common sense in adverse weather conditions and like any product used in the rain dry it off when you get back home. We offer accessory packs, capes, coveralls which will make the use of your scooter more enjoyable with the usual British weather!