Returns Policy
Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving your goods, without giving a reason. If you wish to cancel, please notify us in writing at hello@walkingaidsdirect.com as soon as possible.
Returning Your Item
Goods must be returned in their original, unused condition, with all packaging intact. Return delivery costs are the responsibility of the customer unless the item is faulty or has been sent in error.
We strongly recommend using a tracked delivery service when returning items, as we cannot accept responsibility for goods lost or damaged in transit on the way back to us.
Refunds
Once we have received and inspected the returned item, we will process your refund within 14 days. Refunds are issued to the original payment method.
Items returned after the 14-day cancellation window, or items returned in a used or damaged condition, may be subject to a restocking fee of at least 20%. Heavily used or significantly damaged goods may be subject to further deductions to reflect the reduction in value.
Non-Returnable Items
The following items cannot be returned or refunded unless they are faulty:
- Custom-designed or specially configured products
- Prescribed mobility equipment
- Special-order items not held in standard stock
- Items that have been used and cannot be resold as new
Faulty or Damaged Goods
If your item arrives damaged or develops a fault within the warranty period, please contact us at hello@walkingaidsdirect.com with your order details and a description of the issue. We will arrange an assessment and, where appropriate, a repair, replacement, or refund at no cost to you.
We strongly recommend inspecting your order upon delivery. If you are unable to inspect at the time, please sign for the item as “UNCHECKED” to protect your position.
Warranty
All products carry a 12-month parts warranty against faults in manufacture or materials. Warranty does not cover fair wear and tear, accidental damage, or damage caused by misuse. To make a warranty claim, contact us by email and we will guide you through the process.
Contact Us
If you have any questions about a return or refund, please get in touch at hello@walkingaidsdirect.com. We aim to respond to all enquiries within one working day.