Website Shop Orders & Returns

Where is my order?

Please email enquiries@myadaptability.co.uk with your order number for up to date delivery information.

Change or Cancel an Order

If you wish to change or cancel an order contact us on enquiries@myadaptability.co.uk any time between 9am and 5pm, Monday to Friday. Please have the billing address postcode and if possible the order number and date the order was placed to enable us to action your request easily.

If the product you have ordered has already been delivered, you will need to follow the returns procedure.

Missing, Incomplete or Damaged Deliveries

If your order has not arrived, or arrives incomplete, please email enquiries@myadaptability.co.uk between 9am and 5pm, Monday to Friday.

If you have more than one item on your order, please bear in mind that products may be sent out from multiple locations and so arrive separately. However, if this is not the case and you have not received the order as detailed in the order confirmation email sent to you, please email us as before.

If your order arrives and the goods are damaged, please email enquiries@myadaptability.co.uk.

Returns and Refunds

We hope that you will be happy with your purchase, however we understand that sometimes you may find a product does not suit your needs or that you have changed your mind.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return, providing your item is unused and in the original packaging.

Distance Selling Regulations

When you buy online or by phone, you have additional rights as a consumer under the Distance Selling Regulations. This means if you as the purchaser notify us in writing of your wish to return an item within 14 working days of receiving it, we will refund you for both the purchase price and any delivery charge paid.

After 14 days we can still accept the return of an unused product for a refund less the original delivery costs (which may not have been charged to you) and the cost of returning/re-stocking the item. The maximum period for this to be considered is 28 days.

Please make sure you take reasonable care of the item while it is in your possession, and that it is returned to us unused in or with the original packaging. If the original packaging is unavailable, it is the customer's responsibility to ensure the product is suitably packed for its safe return. The cost of returning the product is also the customer's responsibility; we do however aim to provide low cost or free returns where it is feasible for us to do so.

Exceptions / Non-returnable Items

Please note, any item which is bespoke made to order, designed or adapted specifically for your use, or items which are hygienically sealed and have been opened cannot be returned for a refund.

These conditions do not affect your statutory rights when goods are faulty or not as described.

Faulty Products

If a product is found to be faulty or develops a fault, please contact us at enquiries@myadaptability.co.uk in the first instance with full details of the problem. We will aim to respond in a reasonable time to your request and provide a solution that fulfils your statutory rights under relevant consumer legislation regarding faulty goods. This may be a replacement, refund or repair of the product depending upon its age and use.

Refunds

We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If we agree to refund you in any circumstances, refunds can only be made to the original card used to make the purchase. In the event that this card account is not available to process the refund to, a bank transfer will be made to the account of the original card holder provided that account can be verified at the billing address provided at the time of purchase.

Refunds will be made within 28 days of you notifying us that you wish to return a product under Distance Selling Regulations and within 14 days of our agreement with you to provide a refund in all other circumstances.