800 Mobility Returns and Refunds Policy

At 800 Mobility, we are committed to helping people with mobility needs enjoy greater independence, comfort, and convenience. We aim to ensure your satisfaction with every purchase. If you need to return a product, our returns process is designed to make the process as straightforward as possible.

If you are not satisfied with your purchase, you may request a return or refund within 3 days of receiving your product, subject to the conditions outlined below.

Eligibility Criteria for Returns

To qualify for a return, the following conditions must be met:

  • Unused Condition: The product must be unused and in the same condition as when it was delivered.
  • Proof of Purchase: Proof of purchase must be provided with the return.
  • Report Issues Promptly: Any claims regarding shortages, damage, or other issues must be reported within 24–48 hours of receiving the product.
  • Return Window: Products may only be returned within 3 days of delivery.

Some products, including customised items, may not be eligible for return.

Non-Returnable Products

The following products cannot be returned:

  • Gift cards
  • Custom-made products
  • Certain health and personal care items
  • Bathroom aids
  • Downloadable software products

Custom-Made Orders

  • No Refunds: Custom-made products are non-refundable.
  • Advance Payments: Advance payments for customised orders are non-refundable.
  • Uncollected Orders: If a customised order is not collected within 7–10 days of the order date, the product will be returned to the supplier. Any advance payment made will not be refunded.

Partial Refunds

Partial refunds may be considered in the following circumstances:

  • Products are returned in a condition different from their original condition, are damaged, or have missing parts for reasons not attributable to 800 Mobility.
  • Products are returned after the 3-day return window, subject to approval.

To initiate a return, please provide proof of payment. Do not send returned products directly to the manufacturer.

Return Process

To ensure your return is handled efficiently, please follow these steps:

  1. Request Return Authorisation: Email us at [email protected] with your order number to request a Return Authorisation (RA) for a full or partial return.
  2. Receive Your RA Number: We will email you the RA number and provide detailed return instructions.
  3. Label the Return Package: Clearly write the RA number on the outside of the package to help us process your return efficiently.
  4. Return the Product: Hand the product to our delivery representative or drop it off at the location specified in the return instructions.
  5. Return Inspection: Once the product reaches our warehouse, allow up to two weeks for inspection before the refund is processed.
  6. Refund: Refunds can only be issued to the bank account used for the original purchase.

Collection of Returns

If you require us to collect a returned product, collection charges will apply based on the product and distance. If dismantling is required, an engineer service fee will be added to the standard collection charges.

Faulty Products

If your product develops a fault while covered by its warranty, 800 Mobility will arrange for repairs in accordance with the applicable warranty terms. Please send the product to us as instructed. Large items must be properly secured and packaged to ensure safe transportation.

Refund Policy

  • Once a return has been arranged, you are responsible for any applicable collection or delivery charges, depending on the product and distance.
  • Refunds will be processed after we receive and inspect the returned product. The product must be in its original, unused condition. If the product has been used or its packaging is damaged, a deduction of up to 50% of the original price may apply to account for the loss in value.
  • Returned products are subject to a restocking fee of 15–30% of the total order amount, whichever is greater. The applicable restocking fee will be deducted from the refund amount.

Rental Terms and Conditions

Rental Use and Access Terms

  • Only the designated renter may use rented equipment, including power chairs, mobility scooters, and other mobility aids, during the rental period.
  • Users under 18 must be supervised by a parent or guardian, who must also approve the use of the equipment.
  • No security deposit is required for rentals. However, a valid form of identification is required for verification.

Early Return Policy

If you return equipment rented from 800 Mobility before the end of the agreed rental period, the rental fee will be recalculated using the applicable rate for the actual duration of use.

Example: If you rent a wheelchair, medical bed, or transfer chair at a monthly rate but return it after one week, the applicable weekly rental rate will be charged, and any remaining balance will be refunded.

Rental Periods and Extensions

  • Rentals are available on daily, weekly, or monthly (30-day) terms.
  • The rental period begins when the equipment is received or collected and ends when it is returned or collected by 800 Mobility.
  • To extend your rental period, please notify us at least 24 hours in advance.

Inspection and Acceptance of Rental Equipment

You must inspect the equipment upon delivery. If you identify any faults or issues with the mobility aid, you must notify 800 Mobility immediately. If no issues are reported, the equipment will be considered accepted in its delivered condition.

Responsibility for Loss, Damage, and Repairs

  • The renter is responsible for the safety and proper care of the equipment. The renter is liable for damage beyond normal wear and tear.
  • If equipment is returned damaged due to misuse, a minor repair fee of AED 500 may apply. If the equipment cannot be repaired, the renter must pay the replacement cost.
  • Repair costs resulting from misuse may range from AED 100 to AED 1,000. 800 Mobility reserves the right to seek legal recovery for missing or damaged products.

Responsibility and Protection

  • 800 Mobility is not responsible for injuries, incidents, or indirect damages arising from the use of rental equipment.
  • The renter agrees to protect 800 Mobility against any costs or legal fees that may arise from the use of rental equipment.

User Responsibility

  • The renter confirms that they have received instructions on the proper use of the equipment and accepts responsibility for its use and care.
  • If the equipment is operated incorrectly, 800 Mobility may cancel liability coverage, particularly for rentals outside the UAE.

Maintenance and Return Condition

  • Rental equipment must be returned in the same condition in which it was received, allowing for reasonable wear and tear.
  • 800 Mobility maintains its rental equipment to help ensure it remains in good working condition. A manufacturer’s user guide may be provided upon request.

Dispute Resolution

Any dispute relating to this agreement, including its validity, will be resolved through a hearing under the following conditions:

  • Number of Hearings: One.
  • Location: Dubai, UAE.
  • Language: Arabic or English.

Contact Information

If you have any questions about our returns, refunds, or rental terms, please contact us:

Email: [email protected]

For additional information, please refer to the Terms and Conditions section of the 800 Mobility website. We will notify customers of applicable changes to these policies.

Thank you for choosing 800 Mobility. We are committed to supporting your mobility needs and providing a positive customer experience.