Warranty & Faulty Goods Policy
At Essential Aids, we stand behind the quality of our products and aim to provide our customers with reliable solutions for their mobility and care needs. This policy explains your rights and our responsibilities if a product develops a fault.
Manufacturer’s Warranty
Many of our products, especially those that are mains or battery-powered, come with a manufacturer’s warranty. The warranty period for New products typically ranges from 12 months to longer, depending on the product. Refurbished are covered for 6 months. Details of the specific warranty will be included in the product packaging or user manual.
If your item develops a fault during the warranty period, we will assist you in resolving the issue, which may include arranging repairs or replacements in line with the manufacturer’s terms.
Your Rights Under UK Law
In addition to the manufacturer’s warranty, your purchase is protected by the Consumer Rights Act 2015, which provides you with the following:
Short-Term Right to Reject (30 Days):
If your item is faulty, you have 30 days from the date of delivery to return it for a full refund, repair, or replacement.
Repair or Replacement (Within 6 Months):
If a fault develops within 6 months, the assumption is that it was present at the time of purchase unless we can prove otherwise.
During this period, you’re entitled to a free repair or replacement.
If the repair or replacement is unsuccessful, you may claim a full or partial refund.
After 6 Months:
You can still claim for faulty goods if you can demonstrate that the fault existed when you received the product. In such cases, you may be entitled to a repair, replacement, or partial refund, depending on the circumstances.
Exclusions
To protect our business while complying with UK law, the following situations are not covered under this policy:
• Wear and Tear: Faults or damage resulting from normal use or general wear and tear.
• Misuse: Damage caused by improper use, lack of maintenance, or failure to follow the product instructions.
• Unauthorised Repairs: Any fault caused by third-party repairs or modifications.
• Consumables: Batteries, filters, and other consumable parts that naturally degrade over time.
• Out-of-Warranty Repairs: Products that are outside the manufacturer’s warranty period and cannot be proven to have been faulty at the time of purchase.
What to Do If Your Item Develops a Fault
If you believe your product is faulty, please follow these steps:
Report the Fault
Email: customerservice@essentialaids.com
or call: 01273 719 889 (see the best times to call on our Contact page)
Please provide:
• Your order number
• A full description of the fault
• (If possible) Photos or videos showing the issue
Assessment
Our team may:
• Request further details about the fault.
• Arrange a collection or ask you to return the item for inspection.
• Liaise with the manufacturer if the item is covered under warranty.
Resolution
Based on our assessment and the product’s warranty:
• We may repair or replace the item.
• If a repair or replacement isn’t possible, we may offer a refund.
Return Costs
If the fault is confirmed, we will cover the cost of return shipping or collection if needed.
Items Found to Be Without Fault
If the product is found to be functioning correctly or the fault is due to misuse, we may return the item to you at your expense.
Repairs Beyond the Warranty Period
For items outside the warranty period, we may be able to offer repair services at a reasonable cost. Contact us to discuss options.
Helpful Tips
Keep All Documentation: Retain your proof of purchase, user manuals, and warranty details.
Follow Maintenance Instructions: Ensure your product is used and maintained according to the instructions provided to avoid unnecessary faults.
This policy is designed to:
• Comply with UK consumer law, particularly the Consumer Rights Act 2015.
• Protect our business from unwarranted claims due to misuse or wear and tear which helps keeps our costs lower for all.
• Reassure customers by offering clear guidance and support.