Who this policy applies to

This policy covers purchases from TPG Disable Aids Ltd made in our showroom, online, over the phone, by email, or via in-home sales/assessments. Distance sales are subject to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your right to cancel (distance selling)

• Cancel a distance sale within 14 days from the day after you receive the goods—no reason required.
• After cancelling, return the goods within a further 14 days.
• If the required cancellation information was not provided, the cancellation period may be extended.
• A distance sale means any purchase where you and TPG Disable Aids are not physically together when the order is placed—for example, when you buy online, over the phone, by email. Under UK law, these sales are covered by the Consumer Contracts Regulations 2013, giving you the right to cancel within 14 days of receiving your goods. Please note that certain items are excluded from these cancellation rights, including bespoke, made-to-measure, and special order products that have been specifically tailored or ordered to your requirements.

How to cancel

1. Contact us with your order number (see contact details below).
2. We will confirm your cancellation and issue a Return Authorisation.
3. Return the goods to the address provided, or arrange collection if applicable.

Returning goods

• Items should be unused, in their original condition with all packaging, accessories, manuals, and any free gifts.
• For change-of-mind returns, you are responsible for return postage and safe packaging.
• For faulty or misdescribed items, we cover reasonable return costs or arrange a collection.

Refunds

• Change-of-mind cancellations: Refund of item price plus standard delivery (not expedited options) within 14 days of us receiving the goods back or proof of return.

Items that may be excluded from cooling-off returns

The statutory cooling-off period may not apply to:

• Custom-made or personalised items;
• Items that are hygiene-sensitive once unsealed/used (e.g., certain medical or bathing aids);
• Sealed goods not suitable for return for health protection reasons once unsealed.

Any such exclusions will be stated clearly on the product page or at the point of order.

In-store (showroom) purchases

Your statutory rights apply to faulty or misdescribed goods. For change-of-mind purchases made in-store, we may offer an exchange or store credit at our discretion when items are returned unused, in resaleable condition, with proof of purchase (exclusions may apply).

Summary of your rights