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.
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. If you would like us to arrange the courier for collection of these items, this will be charged to you at cost - please contact us for full details as costs vary dependent upon the size of the item requiring return.
On most items where returns are accepted, please ensure that the product is returned within 30 days of receipt. Please drop us an email at firstname.lastname@example.org or phone customer services on 0161 85 00 884 if you wish to return an item so that we know to look out for it. 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.
Please note that you will be responsible for the cost of postage (or courier) for returning items. We strongly recommend that items sent via Royal Mail use a tracked postage service. If you choose to use our Freepost address, the Royal Mail cost of the return postage will be deducted from your refund amount (unless the product is faulty). 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 can arrange for our courier service (Parcelforce) to collect the item. You will need to allow a few extra days for the return to be collected and received by us and we will confirm, by email, as soon as we have received it safely.
If you require us to arrange a pick up through our courier service then the cost of this will be deducted from the amount of your refund, the exact cost will depend on the size and weight of the item. (Please allow between £12 and £30 depending on weight/size.)
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 new order.
Please allow between 5 to 7 working days for the refunded amount to appear on your statement.
The address to return items to is:
Returns, Ability Superstore, Lomeshaye Business Village, Turner Road, Nelson BB9 7DR.
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 delivery costs as these will already have been incurred by us.