WHEN YOU BUY FROM US YOU ARE AGREEING THAT:

1. You’re responsible for making sure your order details are accurate and for bearing the costs of redelivery or return of non-faulty products.
2. We offer several ways to place your order and make payments.
3. Products can vary slightly from their pictures.
4. We’re not responsible for delays outside our control.
5. For your peace of mind, we provide guarantees on some of our products.
6. You have a legal right to change your mind within your 14₋day cooling-off period, but you must return the product at your own cost.
7. You have rights if there is something wrong with your product.
8. We can change products and these terms.
9. We can end our contract with you.
10. We don’t compensate you for all losses caused by us or our products.
11. We use your personal data as set out in our Privacy Notice.
12. You have several options for resolving disputes with us.
13. Other important terms that apply to our contract.

1. YOU’RE RESPONSIBLE FOR MAKING SURE YOUR ORDER DETAILS ARE ACCURATE AND FOR BEARING THE COSTS OF REDELIVERY OR RETURN OF NON-FAULTY PRODUCTS

When placing your order, we will take you through your selected products and services in detail, including operation, maintenance and care information. Details such as model, size, colours and your specific requirements will be thoroughly discussed with you, and you will be asked for a signature to confirm the order. When confirming your order, you agree that the order and its contents are correct and you are happy to proceed.

You need to give us information about things that could make it difficult for us to complete the order with you, for example, access to your property or any other specific delivery or installation requirements. It is always your final responsibility to ensure the products will fit into your home and we will charge you additional sums for redelivery or to return non-faulty products.

Where we are installing the Goods in your property, we will make good any damage to your property caused by Us (which includes Our subcontractors) in the course of installation or performance. However, We are not responsible for the cost of repairing any pre existing faults or damage to your property that we discover in the course of installation and/or performance by us.

2. WE OFFER SEVERAL WAYS TO PLACE YOUR ORDER AND MAKE PAYMENTS

You can place your order in person or over the telephone. Our usual payment methods include cash, cheque, debit or credit card, finance options, and electronic bank transfer (our bank details will be provided upon request).

PLEASE NOTE THAT:

• We cannot accept cheques on any products left with you on the day, or any products that are to be delivered on an express or next day delivery service.
• Payment in full is required at the point of sale for all products left with you on the day, or any products that are on an express or next day delivery service.
• To place an order on a product a minimum deposit of 50% of the purchase price is required. The full balance of the purchase price must always be paid before delivery.
• On occasion our customers may require us to store their products for a short time. We can in exceptional circumstances arrange this for you, although a charge may be payable for this service. To place an order on hold full payment must be made and you will be quoted a new lead time for your scooter to be dispatched from hold and delivered.

When you buy multiple products, you may be eligible for discounts specified in the current pricing plan. However, if you cancel a product or service for which you received a discount, the discount for the remaining products or services may be retroactively rescinded. This could result in an immediate additional payment being charged to your payment method.

VAT EXEMPTION

If you are chronically ill or disabled and the product(s) you are ordering are denoted ‘VAT free’, you may be eligible for the VAT-free price.

To qualify you must complete and sign an Eligibility Declaration. Please note there are penalties for making false declarations; if you are in any doubt as to whether you are eligible to receive goods or services zero-rated for VAT, you should consult H. M. Revenue & Customs Notice 701/7 VAT Reliefs for Disabled People or contact the VAT National Advice Service on 0300 123 1073 before signing the declaration.

3. PRODUCTS CAN VARY SLIGHTLY FROM THEIR PICTURES

A product’s true colour or packaging may not exactly match that shown on your device or in our marketing.

4. WE’RE NOT RESPONSIBLE FOR DELAYS OUTSIDE OUR CONTROL

If the supply of your product is delayed by an event outside our control, we will contact you as soon as possible to let you know and do what we can to reduce the delay.

We won’t compensate you for the delay, but if the delay is likely to be substantial you can contact our Customer Service Team to end the contract and receive a refund for any products you have paid for in advance, but not received, less any reasonable costs we have already incurred.

5. FOR YOUR PEACE OF MIND WE PROVIDE GUARANTEES ON SOME OF OUR PRODUCTS

Our guarantees cover any defects in the materials used or from our manufacturing process from the date that our products are delivered to you. We will honour all repairs as a result of manufacturing defects free of charge within the guarantee period. In the event a repair is not possible we will offer a like-for-like exchange or a refund.

It is important to note that damages can often be avoided by correct care and maintenance and our guarantee excludes instances where damage is as a result of insufficient care and maintenance, incorrect cleaning and any defects occurring from the misuse, abuse, or improper operation or improper storage of our products. Please note that your guarantee does not cover normal wear and tear, such items as batteries, upholstery, or any other item which may need replacing due to normal wear and tear or misuse of the product. Call-out and/or labour charges may apply at the buyer’s expense.

GUARANTEE :

For refurbished items: The guarantee for all scooter and power chair components is reduced to 1 year.

Our Guarantees apply to Mainland UK only. Your statutory rights are not affected.

6. YOU HAVE A LEGAL RIGHT TO CHANGE YOUR MIND, BUT YOU MUST RETURN THE PRODUCT AT YOUR OWN COST

If you change your mind about a product you must let us know no later than 14 days after the day we deliver it.

You have to return your product (and any free gifts provided with it) soon after telling us you have changed your mind.

Returns are at your own cost. You can:

• Send the product back to us using an established delivery service. If you do this, you should keep a receipt or other evidence from the delivery service that proves you have sent it and when you sent it. If you don’t do this and we don’t receive the goods at all or within a reasonable time we won’t refund you the price.
• For a fee of £200 + VAT, we can organise a collection for products that can’t be posted. Please contact our Customer Service Team for details.
• Please note that large item returns only go to our warehouse and we can’t accept these returns at any other location.

If you handle the product in a way that would not be acceptable in a store environment, we reduce your refund to compensate us for its reduced value. For example, we reduce your refund if the product’s condition is not “as new”, or accessories are missing. In some cases, because of the way you have treated the product, no refund may be due.

If you tell us you’ve changed your mind about a product that hasn’t been delivered, we refund you as soon as possible and within 14 days. If you’re sending your product back to us, we refund you within 14 days of receiving it. We refund you by the method you used for payment.

7. YOU HAVE RIGHTS IF THERE IS SOMETHING WRONG WITH YOUR PRODUCT

If you think there is something wrong with your product, you must contact our Customer Service Team. We honour our legal duty to provide you with products that are as described to you and that meet all the requirements imposed by law. Your legal rights are summarised below. These are subject to certain exceptions.

SUMMARY OF YOUR KEY LEGAL RIGHTS

The Consumer Rights Act 2015 says goods must be as described, f it for purpose and of satisfactory quality. During the expected lifespan of your product your legal rights entitle you to the following:

• UP TO 30 DAYS: if your goods are faulty, then you can get a refund.
• 30 DAYS UP TO SIX MONTHS: you must give us an opportunity to repair or replace your goods. If your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
• SIX MONTHS UP TO SIX YEARS: you must give us an opportunity to repair or replace your goods, and the burden of proof is on you to prove the product is faulty. If your goods can’t be repaired or replaced, then you’re entitled to a partial refund, in most cases.

For detailed information please visit the Citizens Advice website WWW.CITIZENSADVICE.ORG.UK

8. WE CAN CHANGE PRODUCTS AND THESE TERMS

We can always change a product:

• To reflect changes in relevant laws and regulatory requirements.
• To make minor technical adjustments and improvements. These are changes that don’t affect your use of the product.

9. WE CAN END OUR CONTRACT WITH YOU

We can stop providing a product. We let you know as soon as possible in advance and we refund any sums you’ve paid in advance for products that won’t be provided.

We can end our contract with you for a product and claim any compensation due to us if:

• You don’t make any payment to us when it’s due and you still don’t make payment within 4 weeks of our final reminder to you that payment is due;
• You don’t, within a reasonable time of us asking for it, provide us with information, cooperation or access that we need to provide the product;
• You don’t, within a reasonable time, either allow us to deliver the product to you or collect it from us, we treat your order as cancelled and refund the purchase price.

10. WE DON’T COMPENSATE YOU FOR ALL LOSSES CAUSED BY US OR OUR PRODUCTS

We’re responsible for losses you suffer caused by us breaking this contract unless the loss is:

• Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
• Caused by a delaying event outside our control. As long as we have taken the steps set out in the section, we’re not responsible for delays outside our control.
• Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
• A business loss. It relates to your use of a product for the purposes of your trade, business, craft or profession.

11. WE USE YOUR PERSONAL DATA AS SET OUT IN OUR PRIVACY NOTICE

How we use any personal data you give us is set out in our Privacy Notice.

12. YOU HAVE SEVERAL OPTIONS FOR RESOLVING DISPUTES WITH US

Our Customer Service Team will do their best to resolve any problems you have with us or our products. We deliver the best service over the phone 0800 999 2101. However, if it is more appropriate to send in your complaint in writing, please contact us by email customer.service@humfree.co.uk or post Humfree Park House Newbrick Rd Stoke Gifford Bristol, BS34 8YU

We endeavour to acknowledge all complaints received by post within 2 working days.

These terms are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in.

We can claim against you in the courts of the country you live in. Humfree is a trading style of Oak Tree Mobility Limited. Registered House, Park House, Newbrick Rd, Bristol BS34 8YU, Reg Number 6829860. Registered England and Wales. Oak Tree Mobility Limited is authorised and regulated by the financial Conduct Authority FRN734725. We are a credit broker and not a lender and have a facility with a panel of lenders.

13. OTHER IMPORTANT TERMS THAT APPLY TO OUR CONTRACT

We can transfer our contract with you, so that a different organisation is responsible for supplying your product

We’ll tell you in writing if this happens and we’ll ensure that the transfer won’t affect your rights under the contract. If you’re unhappy with the transfer you can contact our Customer Service Team to end the contract within 14 days of us telling you about it and we will refund you any payments you’ve made in advance for products not provided.

You can only transfer your contract with us to someone else if we agree to this

Our products are normally made for an individual and their specific requirements. The medical needs and suitability of the product may change, so we may not agree to transfer your contract and its guarantee or warranties to a new owner of the product.

We will require a new owner to prove you transferred the product to them and provide adequate information about them and the intended use. For more information, please contact our Customer Service Team.

If a court invalidates some of this contract, the rest of it will still apply

If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply. Even if we delay in enforcing this contract, we can still enforce it later.