Returns

If you wish to cancel your order before we’ve despatched it, please call 0800 999 5990 to request cancellation. We always attempt to despatch orders swiftly so if you need to cancel your order this has to be actioned as soon as possible! Please note that made to order items cannot be cancelled once the factory has started to manufacture the item(s), please call to discuss. Your rights to cancel during the Cooling Off Period excludes bespoke items custom made to your specification.

Please note once we have despatched an item(s) to you, the item cannot be cancelled and the below returns process comes into effect with their respective charges.

We offer a 14 day returns policy for goods purchased where you have changed your mind or require an exchange – subject to terms and conditions outlined below.

All returns must include a returns form within the package which can be downloaded below. Made to order products (e.g furniture with bespoke fabric/wood colour) cannot be returned unless faulty.

14 Day Returns:

If you are not happy with your order, you have the right to return unused goods in their original, unopened packaging for a refund or exchange.  Delivery charges incurred during the sale are non-refundable. If you wish to exchange your product it might be faster to place a new order whilst we are processing the return and credit note on your original purchase.

You have 14 days from the date you received your goods to contact us to arrange for a refund or exchange, returned goods should be received by the business within 14 days of the return authorisation. If you are returning goods to us, you are responsible for arranging and paying for the postage which is non-refundable.

Credit notes are generally processed within 10 working days of receipt by the business and will refunded via the original payment method. If you have not received a refund within this time period, please contact your courier to ensure the goods have been delivered back to us and obtain a proof of delivery.

If you wish to return a product, we ask that you first refer to our refund policy where you will find information on what we can and cannot refund, as well as any charges that may apply. Please download this document to read our returns policy in the event of the death of a family member

• Items returned to the showroom are eligible for a credit note or exchange to the value of the order.
• Please contact the us as soon as possible within the returns period to notify us of your decision.
• The item(s) must be returned complete, unused, in an undamaged state and in the original packaging.
• If the item(s) are not returned in their original condition, we reserve the right to charge for repair/restocking fee.
• If on return of the goods, whether by post, self-delivery or courier, we find that necessary packaging is missing, then we reserve the right to charge a fee of up to £100 to repackage the item(s).

Where goods need to be dismantled to enable return we can arrange to send a mobility technician to collect the product from you at a convenient time.

• If this service is required, please notify us by phone or in writing within 14 days of the product being delivered.
• By ordering this service you agree to pay a cost of £100 (confirmed beforehand) as an engineer service fee.

• If your product(s) were delivered by Standard Delivery and you wish to return them via courier you’ll incur one of the following charges, depending on the product.
• At Countrywide Care & Mobility we always think of our customers first. However, the charges below are incurred by ourselves when we arrange a courier to collect your item, so if you select a returns collection you are agreeing to pay the return fee in full.