Delivery, payment, duties, warranty and returns

In short

Nothing is paid on this site. You pay only after you accept a written quote.
The quote states the product price, delivery to your country, the delivery time and whether import duties and taxes are included.
Until we have bought the product for you, you can cancel at no cost.
The maker’s warranty applies, and we handle warranty claims with the maker or dealer for you.
Anna replies to every enquiry within two working days, usually sooner.

Delivery

We arrange delivery to most countries. The quote names the carrier or freight service, the cost and the estimated time to your door, and you receive a tracking number when the parcel leaves.

Times depend on the product and the route. As a rough guide, items the maker or dealer has in stock usually arrive in one to three weeks, and made-to-measure chairs and other items built to order in four to ten weeks, because the maker’s build time comes first. The quote gives the estimate for your order.

Power wheelchairs, scooters and power add-ons travel with lithium or sealed lead-acid batteries, which follow special shipping rules. Large or heavy items may go by freight to a depot or to your door. The quote says which.

Payment

There is no payment on this site and we never ask for card details through a form. The written quote states the amount, the currency, the accepted payment methods and how long the price is valid.

We buy the product for you after you have paid the quoted amount, or a deposit when the quote says so. You receive a receipt for every payment.

Import duties and taxes

Every quote says whether import duties, VAT or GST are included in the price or are paid by you on arrival to the carrier or to customs. If they are not included, we tell you what to expect for your country as far as we can find out.

Many countries reduce or waive import duty and tax on wheelchairs and other equipment for disabled people, sometimes only with a document such as a prescription or a disability certificate. Where that applies, we tell you before you accept the quote which document helps.

Warranty

Products are new and come with the maker’s warranty. Its length and terms differ by maker and product; we tell you what applies with your quote.

If something goes wrong, write to Anna with your enquiry number, a short description and photos or a video. We take the claim up with the maker or dealer and keep you informed. Wear parts such as tires, tubes, casters and handrim covers, and damage from misuse, are usually not covered by makers’ warranties.

Cancelling

Before you accept a quote, there is nothing to cancel: an enquiry is not an order.

After you have paid but before we have bought the product, you can cancel and receive a full refund.

Once we have bought the product, cancelling depends on the return terms of the maker or dealer we bought it from. We tell you those terms in the quote, so you know them before you pay.

Returns

Standard products that are unused and in their original packaging can usually be returned within the return period of the maker or dealer. You receive the amount the seller refunds to us, less return shipping and any restocking fee they charge. We tell you the figures before you send anything back.

Items made to measure or configured for you, items fitted by a clinician, opened hygiene products, and batteries that have been used cannot be returned unless they are faulty.

Damaged or wrong item

Check the parcel when it arrives. If the box or the product is damaged, or the item is not what you ordered, keep the packaging, take photos and write to us within 48 hours with your enquiry number. We claim from the carrier or the seller and arrange a repair, a replacement or a refund.

Reply time

Anna replies to every enquiry and part request herself, within two working days and usually sooner. For a faster answer, send your enquiry on WhatsApp to +66 65 398 9085 from the confirmation screen.

Status of this page

This page describes how ordering works today. The terms in your written quote take precedence over it. The seller’s legal name and address are given with your quote. This page has not yet been reviewed by a lawyer.