Returns information

Cancelling an unwanted order…

 

We hope you are happy with your purchase, but if you’re not, you can cancel and return any unwanted order from the point at which you order until 14 days after receipt of the goods for a refund.

All cancellations being returned must be unused and in their original packaging. You may open the package and inspect the product as if you would in a shop, however it must be returned in its original packaging and be unused and unaltered.

Refunds will be issued via the same method used for payment within 14 days of us receiving the goods back from you. We will refund any additional basic delivery costs that were included in the original purchase. Where delivery is free, no refund can be made. Where any guaranteed, serviced or special delivery was arranged this will not be refunded.

 

Return carriage for cancelled orders is at the cost of the customer. We are able to arrange collection on behalf of the customer and will pass on this cost to the customer.

 

If you would like to cancel and return an unwanted order or you are unsure if your item can be returned, please call our Customer Service Team on 01865 671 450.

 

Should you find that your goods are faulty upon delivery we will either repair, replace or refund the goods.

 

Repairs, Replacements and Refunds…

 

When placing an order with Spring Chicken for made to order, personalised and prescribed items, we offer a 14 day ‘cooling-off’ period during which you may cancel your order before it is submitted for production. You are also able to waive your right to this cooling-off period should you wish to receive your made to order, personalised or prescribed item sooner.

If you decide to waive your right to the cooling off period then your item will be non-returnable unless it is damaged or faulty.

 

The following items are non-returnable unless they are damaged or faulty:

  • Personal hygiene products e.g. socks, portable urinals, incontinence pads and underwear.
  • Made to order, personalised and prescribed items (where you have waived your right to the cooling off period or the cooling off period has expired).

For items that are NOT made to order, personalised and prescribed, you can;

  1. Visit the returns portal HERE:

You will need your order number and email address to log your return. Follow the instructions on screen and let us know why you would like to return the item(s). Take the parcel to your local post office and make sure you obtain proof of postage. Once we receive the items, we will process the refund within 10 working days.

  1. Give us a call or email us:

Call our Customer Service Team on 01865 671 450 or email us customerservice@springchicken.co.uk to let us know what you would like to return your item. Take the parcel to your local post office and make sure you obtain proof of postage. Once we receive the items, we will process the refund within 10 working days.

For electric/power wheelchairs, furniture and larger items, you can;

Give us a call on 01865 671 450 between 9am-5pm Monday to Friday or email customerservice@springchicken.co.uk. 

We reserve the right to inspect any product that is reported as faulty. As such if we are unable to diagnose the fault over the phone then we may send an engineer to assess the fault prior to rectifying it. We will try to rectify the fault upon initial assessment wherever possible.

If a chair is faulty and this is shown to be as a result of a manufacturing fault, then the cost of repair or replacement will be dependent on the validity of the warranty (usually 12 months from date of purchase).

If the chair is faulty and this is shown to be as a result of wear and tear, an accident or misuse then Spring Chicken Direct Ltd reserve the right to charge for the cost or repair or replacement including parts, materials, labour, new packaging and any subsequent loss to Spring Chicken Direct Ltd.

Customers are encouraged not to sign for any packages that appear to have been damaged in transit. Should this be evident upon delivery and your product is damaged as a result please call 01865 671 450 to notify us of this.

 

For Mobile Phones and trackers, you can;

It is important that you do not insert a SIM card into the phone or tracker as this creates user settings that personalise the phone to you. If this happens then we are not able to accept your return unless the phone is damaged or faulty.

 

Returns Address

 

FAO Returns Dept.

Spring Chicken

The Old School

Wolvercote

Oxford

OX2 8AH

 

Warranty

 

Spring Chicken Direct Ltd offer a 1-year warranty as standard. Other manufacturer warranties may differ. Please give us a call on 01865 671 450 or email customerservice@springchicken.co.uk to find out about your warranty.

 

This does not affect your statutory rights.