Refund & Returns Policy

This policy applies to Lumen Mobility, a trading name of Cinque Ports Mobility Limited (“we”, “us”, “our”).

This policy should be read alongside our Terms & Conditions. Nothing in this policy affects your statutory rights.

14-Day Right to Cancel (Distance Sales)

If you purchase an item from us without having had the opportunity to try it, you have the right to cancel your order within 14 days of receiving the item, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

This right applies primarily to distance sales (for example, orders placed online or by telephone without an in-person demonstration or assessment).

In-Home Demonstrations & Assessments (Important)

Where a product is supplied following an in-home demonstration, trial, or assessment, this will normally constitute an opportunity for you to inspect, try, and determine suitability before purchase.

As a result:

The statutory 14-day cancellation right may not apply to products purchased following an in-home demonstration or assessment
This is particularly relevant where advice has been given and a product is selected or configured based on your individual needs

Where a product is prescriptive, bespoke, or made to measure, cancellation rights are excluded once manufacture or configuration has commenced.

We will always explain this clearly at the point of sale.

Eligibility for Returns

To be eligible for a return (where cancellation rights apply):

The item must be unused and in the same condition as supplied
It must be returned in its original packaging
Proof of purchase must be provided

How to Request a Return

All returns must be requested in advance.

📧 hello [at] lumenmobility.co.uk

Items returned without prior approval will not be accepted.

Delivered items: If approved, we will arrange collection at no charge
Collected items: You must return the item to us before a refund is issued

Damaged, Faulty, or Incorrect Items

Please inspect your order upon receipt. If an item is faulty, damaged, or incorrect, contact us as soon as reasonably possible so that we can assess the issue and put it right.

Where appropriate, we may involve the manufacturer as part of the inspection or repair process.

Exceptions / Non-Returnable Items

The following items are non-returnable, unless otherwise agreed in writing:

Prescriptive or assessed products
Wheelchairs and powerchairs
Pressure management seating
Bespoke or made-to-measure furniture
Any product built, adapted, or configured specifically for you

Where a product is supplied incorrectly or is faulty, the manufacturer must be given the opportunity to inspect and rectify the issue before a refund or replacement is considered.

This does not affect your statutory rights under the Consumer Rights Act 2015.

Exchanges

If you wish to exchange an item, the quickest way is to:

Complete an approved return (where eligible)
Place a new order for the replacement item

Refunds

Once a returned item has been received and inspected, we will notify you of the outcome.

If approved, refunds will be issued to the original payment method. Please allow time for your bank or card provider to process the refund.