Returns & Exchanges
We want you to love your purchase! If you're not completely satisfied, we make returns and exchanges quick and hassle-free.
At EasyLivingAids.com, we want you to feel confident shopping with us. This Returns & Refunds Policy outlines your legal rights and our procedures if you need to return a product, request a refund, or cancel your order. It applies to all purchases made through our website and is written in accordance with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
Cancelling Your Order
You have the legal right to cancel your order within 14 calendar days from the date you receive your goods, without needing to give a reason. To cancel your order, you must inform us in writing by emailing [Insert Email Address] or using the contact form on our website before the end of the cancellation period.
Once you notify us of your cancellation, you have a further 14 days to return the item(s) to us. We will issue your refund within 14 days of receiving the returned goods, using the original payment method.
Returning an Item
If you wish to return an item for any reason, please contact our customer service team first to request a return authorization. You must return the item unused, in its original packaging, and in a resaleable condition, unless the product is faulty or damaged.
The cost of return postage is your responsibility unless the product was delivered in error, arrived damaged, or is defective. We recommend using a tracked delivery service to ensure the item arrives safely, as we cannot be held responsible for goods lost in transit.
Once we receive the item and confirm it meets our return conditions, we will issue a refund for the original item cost. Original delivery charges will only be refunded if the entire order is returned and cancelled within the legal cancellation period.
Faulty, Damaged, or Incorrect Items
If you receive an item that is faulty, damaged, or not what you ordered, please notify us within 14 days of receipt. We will either replace the item, offer a suitable alternative, or provide a full refund, depending on your preference and product availability.
We may request photographs or a description of the issue, and in some cases, we may need to inspect the item before processing a refund or replacement.
Non-Returnable Items
For reasons of hygiene and safety, certain items are non-returnable unless they are faulty or damaged upon arrival. These include, but are not limited to:
- Toilet seats and commodes
- Incontinence products
- Personal care and bathing aids
- Items that have been used or are not in a resaleable condition
These restrictions are in line with your rights under the Consumer Rights Act and hygiene regulations.
Refunds
Refunds are processed within 14 days of receiving the returned item(s). Once we receive the returned item, refunds are typically processed within 7-14 business days to your original payment method. Please allow time for the refund to appear on your account, which may depend on your card issuer or bank processing times.
If only part of an order is returned, we will refund the cost of the returned items only. Original delivery fees may not be refunded in these cases.
Exchanges
We do not currently offer direct exchanges. If you wish to replace an item with a different one, please return the item for a refund and place a new order.
How to Return an Item
To return a product, please follow these steps:
- Contact our customer support team.
- Pack the item securely in its original packaging.
- Send it to the return address we provide, including your name, order number, and reason for return inside the package.
We recommend using a tracked postal service. Please retain your proof of postage until your return is processed.
Contact Us
If you have any questions about returning a product or would like assistance, please contact us.
We are committed to providing a fair and transparent returns process. If you are dissatisfied with our service, you have the right to contact Trading Standards or the Consumer Helpline provided by Citizens Advice at www.citizensadvice.org.uk.