Returning Goods

Returning Goods

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Cancellation

If you wish to cancel your order, then we ask for you to let us know within 60 minutes of receiving your confirmation email. Unfortunately, after this time we are unable to make any changes to your order before it is despatched. As a result, an additional cost may apply to any delivery cancelled, redirected, or refused at your request. If the order is no longer required, this cost may be deducted from your refund. To request a cancellation, please call a member of our customer services team on 01422 413 014.

 

Returns

Following the acceptance of your order, we hope that your new purchase meets all your expectations. If for any reason you are not happy with your product because of suspected damage either in transportation or on delivery, then you must inform us within 48 hours of receiving your order. Alternatively, if you have simply changed your mind then we ask for you to let us know within 14 days of receiving your order. Unfortunately, after this time we are unable to accept your return. This 14-day period is the time you have to decide whether to return your goods, you then have a further 14 days to actually send the goods back. To request a return, please call a member of our customers services team on 01422 413 014 to obtain a verified, return reference number. Failure to log this request can often result in your refund being rejected due to a lack of traceability.   

As part of our returns process, we allow you to unpack the product and inspect it to ensure that it is as you expected. We advise you to do this carefully and keep all original packaging as any damage caused may reduce your right to return the product for a full refund. If you have used the product or had it installed, we may not be able to sell it to another customer. The extent to which you can handle the goods is the same as it would be if you were assessing them in a shop. Please be aware that where the value of the product has been reduced by your use, we may only make a partial refund, or charge you for the reduction in value because of you handing the goods more than was necessary. To assist in this process, we reserve the right to request images of your product before authorising its return. If the product is returned unused and in its original packaging, you will receive a full refund. On successful inspection of our quality checks, we will provide a refund within 14 days of receiving the order back.

We understand that in some cases, it can be difficult to return your goods within the specified time limit, without assistance. Where this is the case we can provide a suitable collection service through one of our logistics partners at a reasonable cost. To access these services, your item must be fully boxed and sealed in a suitable condition to be transported back to us safely. Please ensure that you have obtained the necessary returns reference number prior to packaging your item otherwise your collection cannot be authorised. If you require additional support to dismantle or repackage your product then we recommend choosing HDD who will ensure that your item is carefully returned in a suitable condition.

 

Carrier

Timescale

Example Products

Cost

DPD

1-2 days

Walking Stick, Tri-Walker, Wheelchair

£15

Tufnells

2-3 days

Mobility Scooter, Electric Powerchair,

Riser Recliner Chair*

£50

HDD

7-10 days

£90


* Where multiple items require collection, a 50% surcharge will be applied to each additional item:

  • Example 1: x2 mobility scooters collected by Tuffnells costs £75.00 (item A £50 + item B £25)
  • Example 2: x2 riser recliner chairs collected by HDD costs £135.00 (item C £90 + item D £45)

 

Complaints

If you would like to raise a complaint, then we ask that contact a member of our customer services department by one of the means listed below:

  • Call a member of our team on 01422 413 014

  • Email us directly at [email protected]

  • Write to us at Livewell Today, Unit 6 Wellington Mills, Quebec Street, Elland, HX5 9AS

We will acknowledge your complaint within 24 hours of receiving it and endeavour to respond within a further 24 hours.

If you have already contacted our customer services team and are not satisfied with the service that you have received, you have the opportunity to have your case fully investigated by a member of our escalations team. Our team will endeavour to provide you with a detailed final response within 5 days from escalation.

You do have the right to appeal your final response, which will then be reviewed by our Customer Relations Manager who will respond to you within a further 5 days. This response will include the decision to uphold or overrule the original decision.