Include VAT
Free UK Delivery On All Orders Over £50

Terms & Conditions

1. Disclaimer

Our Terms and Conditions comply with UK legislation and are designed to ensure that our customers can shop with confidence and ease. These Terms and Conditions are only applicable to website sales.

While we do our best to keep information up-to-date and correct, we cannot guarantee this.

2. Definitions

The following definitions apply to these Terms and Conditions.

Contract. The contract for sale by us and purchase of goods by you.
Goods. The Mobility products, which are available for purchase from this Site in accordance with the Terms.
Site. Our world wide web address:
We. This Site is owned and operated by Local Mobility UK LTD. Registered office: 3 Commonwealth Close, Leigh Business Park, Leigh, WN7 3BD. Registered Number: 06843866

3. Limitation of liability

Local Mobility UK Limited shall not be liable for any damage or loss that may occur in the use of any of the information contained or advice given in this Site, except as stated in the Terms and Conditions. Local Mobility UK Limited is not responsible for the Site’s accuracy or its fitness for a particular purpose.

Local Mobility UK Limited is not liable for any damages or losses resulting from your use of this Site.

We will take all reasonable precautions to keep the details of your order and payment secure, but, unless we are negligent, we cannot be held liable for any losses caused as a result of unauthorised access to information provided by you.

4. Data protection and privacy

Any details, which you provide to us from which we can identify you, are held and processed in accordance with our Privacy and Security Policy

We may use any reviews/testimonials including images on our websites or within public advertisements to promote our products. Your name maybe used but we never use any other personal information.

5. Pricing

All prices are in British pounds (£) inclusive of VAT, unless otherwise specified. If the price goes up or down in between you placing and receiving your order, we will honour the original price.

6. Delivery

Your order will be dispatched by post or courier. Items are normally delivered within 3 working days. Larger Items may take up to 7 working days. Next day delivery is available on certain products. Please contact us for information on any special requirements you may have. We do not ship outside the UK.

Delivery is £2.99 on orders under £15, £4.99 for orders under £50 and free for all orders above £50 within the mainland UK.

In the rare event that our Next Working Day delivery service fails we may refund the difference in price for using this service. We are not held responsible for the postal or courier service failing to deliver on time.

7. Payment

You may pay by any major credit card or debit card. We accept payment by Visa, MasterCard, Maestro, Switch and Solo. If you wish to pay by cheque or postal order please contact us for details on how to place your order.

We will take payment from your card at the time we receive your order. Once your order is processed and dispatched card details will be removed from the system and cannot be retrieved.

8. Order acknowledgement

Your order will be acknowledged via email, as long as you enter a correct email address, on the understanding that delivery is subject to availability. Acceptance of the order will take place when your order is dispatched, unless you have cancelled the order in accordance with the instructions below.

9. Ordering and stock availability

Your order will normally be dealt with within 1 working day.

All items are subject to availability. If one item is not in stock, we will either:
– Wait for the missing item if it is readily available
– Send part of your order and the rest will follow at no extra charge.

You will always be emailed with the option to cancel any item of your order if you would rather not wait.

10. Cancellations, Refunds and Exchanges

We want you to be happy with your purchase. If you are not, products can be returned with proof of purchase and we will exchange or refund.

Items must be returned or cancelled within 14 days of delivery.


We will provide a full product refund including any VAT paid on the goods purchased.

Postage costs for dispatching and returning goods are non refundable. The costs to return goods are the responsibility of the customer. For large items Local Mobility can arrange collection of the item and the cost will be deducted from the refund, this cost will be confirmed with you prior to any collection.

We will refund you as soon as possible, but usually within 10-14 working days of goods being received by Local Mobility UK.


We will dispatch the goods chosen in exchange for no extra cost as soon as the return is processed.

If the price differs in value a customer service advisor may contact you when processing your exchange on the contact number provided when you placed your original order. If you wish to change this please include this.

Products Exempt From Refunds and Exchanges

Some items may be exempt for hygiene reasons such as incontinence products, bathing aids, toileting aids, etc.

Special order items such as products made to order are exempt from returns.

It is important that any items returned are complete, including undamaged packaging, unused, in as new condition. Failure to the above may incur packaging charges or in some circumstances the product being returned to you.


Mattresses are in outer plastic packaging.
1. To check that the product is satisfactory leave the plastic packaging /poly bag intact.
3. This outer packaging/poly bag is suitable to allow the mattress to be tested for comfort.
4. As the mattress is a hygiene sensitive product it cannot be returned once outer poly bag is removed [This does not affect your statutory rights).
5. If the mattress is not satisfactory, customers should ring our special Customer Service number (0800 012 4257)
6. If you are happy with your mattress, please dispose of all packaging in a responsible manner and recycle if possible.

Refund Policy

Our returns policy is in accordance with the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations 2013

This does not affect your statutory rights, in relation to faulty or misdescribed goods, details of which can be obtained from Consumer Direct (the government’s consumer advice helpline) or your local trading standards office.

Returns Address

Returns Dept, Local Mobility UK, Unit 3 Commonwealth Close, Leigh Commerce Park, Lancashire, WN73BD

11. Complaints Procedure

Most of our customers have a great experience with Local Mobility. However, we know that there may be occasions where things can go wrong, and you may wish to make a complaint. We want to make this as simple and easy for you as possible, and ensure that we address your experience in a timely manner. We therefore endeavor to resolve complaints within 14 days of receipt. There may be occasions whereby this is exceeded. However, we will inform you of the progress of your complaint throughout.

Complaints are required to be put in writing and can either be emailed to [email protected] or alternatively addressed to Complaints department, Unit 2-3 Commonwealth Close, Leigh, WN7 3BD.

In the event we are unable to resolve matters to your satisfaction you can approach the British Healthcare Trades Association (BHTA) for assistance. We are members of the Association and have undertaken to abide by their consumer Code of Practice (which is approved by the Chartered Trading Standards Institute). BHTA will ask you to submit details of what has occurred in writing, in the first instance.

12. Changes to the Terms

Local Mobility UK LTD reserves the right to modify these Terms and Conditions without notice. Your continued use of the Site after any change Local Mobility UK LTD makes to the Site will be considered as acceptance of those changes. You should revisit these Terms from time to time to review the current Terms because they are binding on you.

13. Statutory rights

These Terms and Conditions do not in any way affect your statutory rights.