Returns & Refunds Policy

Contact details

If you would like to return an item, please contact us first so that we can confirm the correct return process. Please include your order number, name, contact details, the item you wish to return and the reason for the return.

Email: enquiries@myadaptability.co.uk
Address: Adapt Ability Limited, 9 Sterling Centre, Eastern Road, Bracknell, Berkshire, RG12 2PW

Your right to cancel an online order

If you are a consumer buying online, you have the right to cancel most orders within 14 days of receiving your goods, without giving a reason.

The cancellation period starts on the day after you, or someone nominated by you, receives the goods. If your order is delivered in more than one parcel, the cancellation period starts on the day after you receive the final parcel.

To cancel your order, you must tell us clearly by email within the 14-day cancellation period.

You then have a further 14 days from the date you tell us you are cancelling to return the goods to us.

Items that cannot usually be returned for change of mind

Some items cannot be returned for change of mind unless they are faulty, not as described or otherwise do not meet your statutory rights. These may include:

• products made to your specification or personalised for you;
• bespoke, modified or special-order products;
• sealed hygiene or personal care items once unsealed, where applicable;
• items that have been used beyond what is reasonably necessary to inspect them.

Condition of returned items

Returned items should be sent back in a clean, unused and resaleable condition, with all original packaging, accessories, manuals, labels and any other items supplied with the order.

You are allowed to inspect the goods in the same way you would in a shop. However, if an item has been handled or used beyond what is necessary to inspect it, we may reduce your refund to reflect any loss in value.

Please package returned items carefully. We recommend using a tracked and insured delivery service, as you are responsible for the item until it reaches us.

Return postage costs

For change-of-mind returns, you are responsible for the cost of returning the item to us unless we have agreed otherwise.

For faulty, damaged, incorrect or misdescribed items, we will provide a suitable return method or reimburse reasonable return postage costs where required.

For large, heavy or specialist items, please contact us before sending anything back. We may need to arrange a collection or specialist courier service.

Refunds

Once we have received your returned item, or evidence that you have sent it back, we will process any refund due as soon as reasonably possible and within 14 days.

Refunds will be made using the original payment method, unless we agree another method with you.

For cancelled online orders, we will refund the price paid for the returned item and the standard delivery charge, where applicable. If you selected a more expensive delivery option, such as express delivery, we only refund the cost of our standard delivery option.

We do not charge a restocking fee for valid cancellations made within the statutory cancellation period. However, we may make a deduction if goods have been used, damaged or handled beyond what is reasonably necessary to inspect them.

Faulty, damaged or incorrect items

If your item arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible. Please include:

• your order number;
• a description of the issue;
• photographs or video showing the problem, where possible;
• photographs of the packaging if the item was damaged in transit.

We will review the issue and, where appropriate, offer a repair, replacement or refund in line with your statutory rights.

Please do not continue using a product if you believe it may be faulty or unsafe.

Exchanges

If you would like to exchange an item, please contact us. In most cases, we will process the original item as a return and ask you to place a new order for the replacement item.

Orders shipped outside the UK

For customers in Europe, this policy applies in addition to any mandatory consumer rights that apply in your country.

For change-of-mind returns from outside the UK, you are responsible for return shipping costs, customs paperwork and any import duties, taxes or courier charges that may apply, unless the item is faulty, incorrect or not as described.

When returning goods from outside the UK, please clearly mark the parcel as "Returned Goods" and include the relevant order details to help avoid unnecessary customs delays or charges.

VAT-exempt orders

If your order was processed with VAT relief or VAT exemption, any refund will be based on the amount you actually paid for the item.

Business purchases

If you are purchasing on behalf of a business, organisation or public body, different terms may apply. Please contact us before placing an order if you require clarification.

Statutory rights

This policy does not limit or exclude your legal rights. If goods are faulty, not as described, not of satisfactory quality or not fit for purpose, you may be entitled to a repair, replacement, refund or other remedy under applicable consumer law.