Direct Mobility Online Terms & Conditions

Prices are quoted in Pounds Sterling. Please note that all products on the website are priced and displayed exclusive of VAT (UK standard 20% VAT rate). If you are eligible for VAT exemption on your purchase and the product is eligible for VAT exemption, it is a government requirement that you complete a VAT declaration form. Please fill out the online form when going through checkout. If the form is not completed VAT will be added to the final amount.

We reserve the right to change prices without prior notice and to correct clerical omissions and errors on this web site.

Payment is via the online checkout, where we accept all major credit cards including Mastercard, Visa Credit, Maestro Domestic, Solo debit, Visa Electron and Debit, American Express. Cheque & Postal order are accepted, however goods will not be shipped until funds have been cleared through our bank.

The shopping cart assumes all customers are not eligible for VAT Exemption on mobility products and VAT will automatically be included. If you are eligible for VAT exemption and have filled out the form at point of order the cart will recalculate the value without the 20% VAT.

We aim to process all orders within 24 hours of order placement for shipment our normal delivery time is 1-3 days for UK mainland.

For orders outside the UK mainland please contact our Customer Services Department for a price. Telephone: 01782 510636 (Monday to Friday 9.00am – 17.00).

NOTE: Your statutory rights are not affected in any way.

Certain products are non-returnable; this will be clearly indicated on your shopping basket page and also on the confirmation page.

In accordance with the Distance Selling Regulations Direct Mobility Online gives customers a 7-day "cooling off" period in which orders can be returned after the delivery date. Upon receipt of the goods, if you require to return/exchange the product(s) you will be personally responsible for return delivery incurring any delivery cost. We do recommend that you pay for a tracked/signed delivery for your protection and we can help you with recommendations of our courier partners.

If you would like to return or exchange your products please contact our Customer Service Department - Telephone: 01782 510636 (Monday to Friday 9.00am – 17.00).

Any returned product(s) must be complete, unused, in an undamaged state and returned in their original outer packaging. Direct Mobility Online reserves the right to charge for repair, replacement or repackaging of any products not returned in their original condition. This charge may include the cost of parts, materials, packaging, labour and any subsequent loss to Direct Mobility Online.

All orders that are returned will be subject to a 15% administration and handling charge unless otherwise agreed with a member of Direct Mobility Online Staff

Damages in Transit
All products must be inspected for possible damage upon delivery. If damage has occurred the carriers delivery note must be signed "damaged". If you are unable to check the goods immediately the carrier’s delivery note must be signed "Unchecked". All damages must be notified within 3 hours of receipt of goods and the original packaging kept for inspection by the carriers and return of the damaged goods.

Cancellation of Order
Should you wish to cancel an order, which was placed online or by telephone please contact us as soon as possible. You can either e-mail us at or telephone our Customer Service Department - Telephone: 01782 510636 (Monday to Friday 9.00am – 17.00 ).

If you wait until the goods are despatched then you will be responsible for the cost of return postage. You may cancel your order up to 7 days after receipt of the product. A returned product should be in its original condition and where possible in they’re original packaging with your purchase receipt. The original cost of the goods will be refunded to you within 30 days of cancellation.

Customer Service Department - Telephone: 01782 510636 (Monday to Friday 9.00am – 17.00)/

Customer Services and Support
We are committed to providing the highest standard of customer service. If you have any problems with the service we offer or any queries regarding your order or any other matter, please e-mail us or telephone our Customer Service Department on 01782 510636 (Monday to Friday 9.00am – 17.00)

Any complaints received will be dealt with immediately and we endeavour to solve any complaint within five working days. Should you have any complaint please contact us by:

  1. Telephone Customer Service Department 01782 510636 (Monday to Friday 9.00am – 17.00 or
  2. E-mail us at or
  3. You can write to Direct Mobility Online, PO Box 53, Biddulph, Stoke-on-Trent, ST8 7UN.

Security We have our own payment processing system, and our own Merchant Account with Streamline. A condition of the account is that our secure server facility has been reviewed and approved by Streamline for secure on-line transactions. Their stringent requirements include things like the restriction of physical access to our facilities (i.e. who gets to operate the servers).

We guarantee that the goods will be free from any defects in workmanship or materials under normal use and service and will credit such products provided the goods complained of are returned, together with full particulars of the alleged defect.

We guarantee that the goods are fit for their intended use, as set out on this web site and you are required to check the precise purpose of each product before application. Therefore we do not accept responsibility if you or the consumer puts the goods to a use which is not intended.

These terms will not affect your statutory rights as a consumer.