Returns

If you order an item and it isn't quite what you wanted then we'll happily take most products back (within 30 days from the date of receipt) as long as it is in unused, as new condition and in its original packaging.

It is the customer's responsibility to pay for and arrange the return of unwanted items.

The address to return items to is:

Returns, Ability Superstore, The Mill, Gertrude Street, Nelson BB9 8RS.

Please ensure that a note is enclosed detailing your name and address so that we can tie the return back to your order. If this is not enclosed, we will be unable to process any refund.

For some items, such as made-to-order, special ordered items or personal use/hygiene products (such as - but not exclusive to - toilet seats, straws, bottom wipers, cups, cutlery etc) unfortunately we are unable to take the products back. (Under exceptional circumstances we will accept toilet seats back, however the return will need to be autoclaved and there is a small charge for this - please contact us for details.)

If you have any queries then please call us to ask for further details.

Also on some products (eg. Oxford slings, chairs and beds), there is a 20% restocking fee (this will be deducted from your final refund) which is charged by the supplier to us as we do not keep these items in stock. If the order has already been despatched and then the order is cancelled you will be responsible for any re-stocking charge imposed on us by our supplier. This point is particularly relevant to larger items sent directly from the manufacturer such as beds, rise and recline chairs, high seat chairs, hoists etc. Please note that you will be responsible for arranging a courier for returning these items to us.

On most items where returns are accepted, please ensure that the product is returned within 30 days of receipt. Items returned outside of this return window will attract a 10% restocking charge if we allow the item back. We will then process your refund within 14 days of receipt. 

If you paid for express delivery on your original order, this cost will not be refunded.

If the order is placed directly on the website please double check that the correct details have been entered before submitting the order. Please note that if you enter the incorrect address in error and the order is sent to this address and subsequently not received, a refund will not be provided. Alternatively if the order is returned to us, due to an incorrect address, we will refund the cost of the item less any return charges levied on us by the couriers - see below for further details.

You will be responsible for both arranging the return and for the cost of postage (or courier) for returning items. We strongly recommend that items sent via Royal Mail use a tracked postage service. 

The Royal Mail have recently changed the specification on the length/size of items they will accept. If the item you are returning is longer 60cm you may find that the Royal Mail's postal service is not the most economical way to return an item. We recommend that you use an online service such as Parcel2Go.com

If the item is unable to be posted (for example, it may be too large for the Royal Mail or you are unable to get to your local Post Office) then we recommend that you use the Parcel2Go.com website to arrange a courier for the return. You simply need to enter the approximate weight and dimensions of the package being returned and you will be provided a number of courier options.

Unfortunately we are unable to arrange collections of unwanted items. 

If an item is faulty and we arrange the collection of it and we subsequently find it not to be faulty, the cost of the collection will be deducted from the final refund.

If your original order qualified for free shipping and you only return some of the items (keeping the remainder) and the new total of the order would then require shipping costs to be paid, your final refund will be less the amount of the current shipping costs for the part of the order you kept.

Please allow 14 working days for the refunded amount to appear on your statement.

FOR ITEMS PURCHASED IN THE RETAIL SHOP, UNFORTUNATELY THESE CANNOT BE RETURNED.

If the item you order is returned to us due to non-delivery (usually where the item is too big to go through the letterbox and there is no one in to accept the delivery, a card is left but then no attempt to collect the item from the courier's local office is made), we will contact you accordingly.

If you require a second delivery to be made then an additional postage/courier charge will be made to cover the second delivery. If, at this point you request a refund, the refund will be for the goods only and will not include the cost of the return costs charged to us by the courier. (In the case of DPD/Parcelforce this is £14.50 and for Royal Mail items the cost is £3.50.)