Website Returns and Refunds​

Items that are not of a personal nature and that have not been custom-made or customised to the buyer’s requirements can be returned for exchange or refund within 14 days of receipt. Any request to return an item, whether for refund or exchange must be made and approved by the seller prior to the goods being returned. The seller reserves the right to charge a restocking fee of 25% of the purchase price for returns of non-faulty products,

Any costs involved in returning products will be met by the buyer, unless the seller accepts the items were damaged or faulty on delivery. We are unable to receive for refund or exchange any items that are of a personal or customised nature unless they are damaged or faulty.

The items must be returned complete, in perfect condition, unused and in the original packaging. Any costs incurred by the seller in relation to the return of any non-damaged or faulty items may be deducted from any refund. Postage, packaging, or any other shipping fees are not refundable unless the item is being returned as faulty.

Orders received faulty or damaged must be notified to the seller within 5 days of receipt and where requested, should be returned, complete and, wherever possible, with the original packaging within 14 days of receipt.  We cannot accept an item returned as faulty or damaged if reasonable care of the product has not been taken, or where instructions relating to the use of the product have not been followed or where the damage caused to the product is due to wear and tear or misuse.

Refunds for approved returns will be made directly to the original source of payment. Refunds will usually be processed within 3 days of receipt of the returned goods but please allow up to 7 days for refunds to be processed.

Nothing in these terms and conditions affect your statutory rights as a consumer.

Bespoke and custom products:

When goods are made to order, such as prescriptive wheelchairs, specialist seating or power attachments, these items cannot be returned. We regret we cannot accept the return of any made to order, bespoke products. Your statutory rights are not affected.

Special orders for non-stock standard items including spare parts and accessories which are ordered from our suppliers on customer request will be subject to a 25% restocking fee if you then wish to return the item within 14 days as we will have to return it to our suppliers.

Cushions:

We are unable to exempt the return of an opened cushion – they fall under the same category as underwear where you cannot return them if used. Please try cushions in the cellophane if you need to check as if opened we cannot accept a return.

Any return of a wheelchair cushion will incur a 20% manufacturers restocking fee. This is a charge from the manufacturer not our re-stocking fee and will be deducted from any refund due.

So if for example you have paid £200 for a cushion and returned it to us, you would need to pay the return postage and would then get a refund of £160.

Warranties and Guarantees

Unless otherwise stated, products purchased from the seller are guaranteed for a period of 1 year. This excludes items of a consumable or disposable nature, or items that would reasonably be expected to have a limited life.

All major equipment will be supplied with a manufacturer warranty as detailed on order. General wear and tear or damage resulting from misuse will not be covered under warranty.

The seller reserves the right to charge a call out fee for labour and travel costs for any visits where parts are covered under warranty.  Such charge will be at the discretion of the company.

Triride and wheelchairs the warranty is as per the manufacturer and a ‘return to base’ warranty where the good are to be returned to the sellers premises before any inspection is carried out.

FreeWheel Wheelchair Attachment:

We hope you agree that our free home trial is a great way to try the FreeWheel before committing to purchasing it and will enable you to be sure it is for you.

We are confident that if your wheelchair is compatible and it is set-up correctly then it will become a life changing piece of equipment and we are here to help ensure everything works as it should.

Our trial is a full trial, you are free to cut the shim and set-up the FreeWheel exactly as the instructions explain – and please do go and find some grass and gravel so you can see how good it really is!

However upon taking delivery of the FreeWheel attachment you agree to the following:

1) Your trial starts from the day it arrives and will end 14 days after it is delivered.
2) Payment will be taken after these 14 days unless you cancel by contacting us.
3) Care will be taken during set-up to ensure no damage to the FreeWheel or parts.
4) Failed payments will result in a £10 admin fee – please ensure your card has sufficient funds and is valid.

In the event you wish to cancel your trial and return the FreeWheel:

5) You will cancel your trial via your account here and email us to confirm.
6) We will arrange collection at our cost and agree a convenient day, but a failed collection attempt will result in a £15 charge.
7) All original parts to be included (we understand you will have to cut one shim during the set-up). Any missing parts will be charged as per the spare part prices here.

We are confident you will wish to keep the FreeWheel, but any questions or concerns please contact us.

International shipping will usually incur import tax which is the responsibility of the importer.

The following refers to any bespoke or custom product – including all wheelchairs and power attachments of any make or model.

Where goods are made to order, such as prescriptive wheelchairs, specialist seating or power attachments, these items cannot be returned. We regret we cannot accept the return of any made to order, bespoke products. Your statutory rights are not affected.

Special orders for non-stock standard items including spare parts and accessories which are ordered from our suppliers on customer request will be subject to a 25% restocking fee if you then wish to return the item within 14 days as we will have to return it to our suppliers.

Once a non refundable deposit has been paid Invictus Active Limited will process your order and submit to the relevant manufacturer as quickly as possible. Once the order is confirmed and with the manufacturer we have no control over the length of time it will take to be completed and delivered, however usually it is within the time frame stated at the time of order. We will chase on your behalf as much as possible and get the product in your hands as quickly as any other dealer but please note sometimes the manufacturer will have a delay due to supply, manufacturing or customs issues which are out of the control of Invictus Active Limited.

A final balance invoice will be sent prior to dispatch, collect or handover and payments that exceed £1000 are to be paid via BACs direct bank transfer using the bank details on the bottom of the invoice. Payment via card will incur 1.2% transaction fee. Monies must be cleared prior to dispatch or at least 24 hours prior to collection or handover. This is to avoid any potential problems and ensure there are no bank or security issues that occur at the time that prevent you from making payment.

The quotations, invoices or specification contained herein are strictly confidential and issued on the understanding and condition that, under no circumstances, may this document or details of its content be circulated, published or distributed to any third parties whatsoever without the prior written consent of Invictus Active Limited. Failure to comply with this requirement may lead to legal action being taken. We also reserve the right to report any unauthorized disclosure to the Office of the Data Protection Commissioner.

Wheelchair orders:

We provide a specialist service of measuring and advice either within our showroom or during home visit. After the appointment we are happy to provide the specification of the wheelchair and options chosen but will not share the measurements until a deposit is made. To place an order we would require a non-refundable deposit (includes wheelchairs and any power type attachment) and then the balance via bank transfer before handover or delivery.

Home demonstrations:

Home assessments and demonstrations do not fall under the same 14 no quibble return that a website or telephone sale will.

“Traders that visit a consumer in their home and leave a quotation (or send one to them later), allowing them to decide and enter into a contract when they are ready to do so, will be entering into an ‘on-premises contract’. This is because this transaction does not fall within the definition of an ‘off-premises contract’ unless the consumer agrees to the contract immediately after the trader has left their home, nor is it a ‘distance contract’. This is important for many home improvements businesses that work in this way and will, therefore, fall under the requirements for on-premises contracts. This means that businesses selling in these circumstances only have to provide the information listed in this guide (rather than the larger list for off-premises contracts) and do not have to give cancellation rights.“