Warranty Explained
Every walking aid we sell comes with a 12-month parts warranty as standard. Here’s what that actually means in plain English — what’s covered, what isn’t, and what to do if something goes wrong.
What’s Covered
The warranty covers faults in the parts or materials that were present at the time of manufacture. So if something breaks, fails, or stops working correctly through no fault of your own within 12 months of purchase, we’ll put it right.
What’s Not Covered
The warranty doesn’t cover everything — and it’s important to be upfront about that. The following are not included:
- Fair wear and tear — scuffs, scratches, and gradual deterioration from normal use
- Accidental damage — drops, knocks, or damage caused by an incident
- Misuse — using the product beyond its stated weight limit or for a purpose it wasn’t designed for
- Routine adjustments — height settings, brake tension, and similar user adjustments are a normal part of ownership
How to Make a Claim
If you think you have a warranty issue, the process is straightforward:
- Email us at hello@walkingaidsdirect.com with your order number and a description of the fault. A photo helps if you can.
- We’ll assess the issue and confirm whether it falls under warranty.
- If it does, we’ll arrange for the item to be returned to us. Return delivery costs are the customer’s responsibility, but we’ll cover getting the repaired or replaced item back to you.
- We’ll repair or replace the faulty part and return your walking aid as quickly as we can.
A Note on Manufacturer Warranties
We are authorised resellers of Drive Medical and Mobilex products, holding direct trade accounts with both manufacturers. In some cases, warranty claims may be handled directly with the manufacturer — if that’s the case, we’ll let you know and help facilitate the process.
Any questions about your product or a potential warranty issue? Get in touch and we’ll take a look.