1. Policy statement

This Delivery and Returns Policy outlines the terms and conditions under which refunds, repairs and/or replacements may be issued for products supplied by AJM Choice. Due to the specialist and personal nature of these items, refunds and returns are strictly limited to the minimum legal requirements under UK consumer law. This policy ensures that all products are handled with the highest safety and hygiene standards. This policy applies to all sales of wheelchairs, accessories and mobility scooters supplied by A J Mobility Ltd trading as AJM Healthcare, AJM Choice and Active Design Ltd.

2. Customer Entitlement

2.1. Faulty or not as described – If a product is faulty, damaged on arrival, not as described, or unfit for purpose, customers are legally entitled to:

• A full refund if the issue is reported within 30 days of delivery.

• A repair or replacement if the issue arises after 30 days and within 6 months.

• A partial refund or repair if a fault appears after 6 months, provided the customer can prove the issue existed at the time of delivery.

We reserve the right to inspect and test the product to confirm any reported faults.

2.2. Change of Mind – Under the Consumer Contracts Regulations, customers who order online or by phone may cancel their purchase within 14 calendar days of receiving their item if:

• The product is unused, unassembled and in original, unopened packaging.

• The product is exempt from return if it has been unsealed for hygiene reasons or has been customised or made to order.

Customers are responsible for the cost and safe return of the item. If returned in an acceptable condition, a refund will be issued within 30 days of receipt.

3. Notice requirements

All return requests must be submitted in writing and include the following:

• Customer name and contact details

• Order number (if applicable) and purchase date

• Description of the issue or reason for return

• Photographic evidence (if applicable)

You must notify us:

• Within 30 days for faulty or misdescribed goods.

• Within 14 days for change of mind cancellations

• As soon as possible for any other concerns.

4. Exclusions and Limitations

The following items cannot be returned or refunded unless they are faulty:

• Products that have been used, assembled or installed.

• Items unsealed or opened which are not suitable for return due to hygiene reasons. (e.g cushions, seating accessories)

• Customised, made-to-order, or personalised products.

• Any product returned without prior authorisation.

• Product showing signs of misuse, tampering or unauthorised repair.

We reserve the right to reduce refunds for any product returned in a damaged, incomplete or diminished state.

5. Returns Process

• Contact us to request a Return Authorisation reference

• Once approved, return instructions will be provided.

• Returned items must be securely packaged to prevent damage.

• Refunds will be processed within 30 days of receiving the item and completing an inspection (where applicable).

• Original delivery charges are non-refundable unless the item is faulty or misdescribed.

6. Contact Information

Customer Service Team

Email: choice@ajmhealthcare.org

Phone: 0330 128 1260

Postal Address: 1st Floor, Ash House, Woodlands Business Park, Linford Wood West, Milton Keynes MK14 6ET

We aim to respond to all refund or return requests within 3 business days.

Delivery

• Stock Items: Items held in stock at AJM Choice will usually be dispatched within ten working days. Occasional delays caused by items going out of stock are possible, but we work hard to keep these instances to a minimum.
• Customised or Prescription-Built Options: These will take longer to prepare. We will contact you regarding delivery prior to dispatch.
• Order Status: If you do not hear from us within five working days of placing your order, please feel free to get in touch.

Enquiries about Delivery of Specific Orders:

If you have a specific enquiry about your order, please email choice@ajmhealthcare.org quoting your order reference, and we'll be happy to help.

Northern Ireland, Highlands, and Islands:

• Please note that there will be a higher delivery cost to some remote parts of the UK. If you need delivery to one of these areas, please check with us by emailing choice@ajmhealthcare.org.

Purchase Orders

We accept purchase orders from the NHS, schools, charities, councils, and other publicly funded bodies.

Please send them to choice@ajmhealthcare.org.

Include as much detail on the paperwork as possible, including a Prescription form if appropriate. The Purchase Order must include: an order number, billing and delivery addresses, and any contact details relevant to the order.

VAT Relief Guidelines

• Most products are available without VAT for those individuals entitled to exemption. These items are clearly marked as such on the product pages.
• If you are in any doubt about your status, please check with your local Customs and Excise VAT office to confirm your eligibility. For more information, visit HMRC VAT Relief on Certain Goods.

7. Legal Rights

This policy does not affect your statutory rights. For more information, you may refer

to the Consumer Rights Act 2015 or contact Citizens Advice for guidance.