ORDERING

Can I change or cancel my order? 

Our orders are dispatched promptly, therefore we are unable to amend your order once it has been placed. To cancel your order under the Consumer Contract (Information, Cancellation and Additional Charges) Regulations 2013 you can refuse delivery or follow our returns process within 14 days of receipt of your goods. With the exception of custom made items, this cancellation right does not apply to the products listed as exclusions in our returns policy unless they are faulty. 

 

Can I add items to my order? 

Items cannot be added to an order once it has been placed. You will need to place a new order for the additional items. 

 

Can I remove items from my order? 

It is not possible to remove items from an order once it has been placed. Once you have received your order you will need to follow our returns process for the unwanted items. 

 

How do I change my delivery address? 

For security and fraud prevention the delivery address cannot be changed once the order has been placed. 

 

For more information please read our Terms and Conditions. 

 

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Returns Policy 

Scan Mobility is committed to selling only high-quality products but we understand there may be a time when you need to exchange or return something you've bought. 

 

We will willingly refund or offer an exchange within 28 days of purchase, provided you have proof of purchase and the product is unused and in its original packaging. Exclusions apply. 

 

Please note that all refunds will be made back to the original tender type. 

 

Exclusions from Scan Mobility’s returns policy 

We are unable to offer refunds or exchanges on the following items, unless faulty: 

Bedding items – once these have been opened and/or removed from original packaging for health and hygiene reasons. 

 

Your statutory rights are not affected. 

 

For more information on how to return an item, please select from the options below. 

 

Returning an online purchase: 

You can return an online or telephone order in the following ways: 

 

Return to Scan Mobility via mail or direct to showroom. The quickest and easiest way is to return your order to Scan Mobility showroom. 

 

 

Statutory Cancellation Rights 

 

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you buy goods from us online or by phone, your consumer rights entitle you to cancel your order and obtain a full refund if you request one within 14 days after delivery of the goods (or if your order contains a number of items that are delivered separately, from receipt of the last item). 

 

Exclusions 

For health and hygiene reasons we are unable to offer refunds or exchanges on the following items unless they are returned sealed and unused and in their original packaging: 

 

• Any bedding items 

• Travel Pillows 

 

If you wish to cancel your order please follow our returns procedure set out above. You must return the goods to us within 14 days of cancelling your order. 

 

We will refund the cost of the goods including the standard delivery charge. We may make a deduction from the amount refunded to you if the goods have been used, parts are missing or the goods or their packaging has been damaged. 

 

Your statutory rights in respect of faulty, damaged or missing items or goods which are not as described are not affected. 

 

Faulty or damaged items 

Scan Mobility has a legal obligation to sell goods to you in accordance with the contract we have agreed with you. 

 

Online or telephone orders 

If any item that we deliver to you arrives damaged or is faulty, or is otherwise not in accordance with our contract with you, then we will happily replace the item for free or refund the item. Please note that we will only refund the delivery charge if the whole order is damaged or faulty. 

 

In store purchases 

If any item we sell is damaged or is faulty, or is otherwise not in accordance with our contract with you, then we will happily replace the item for free or refund the item in accordance with our returns policy above. 

 

Refunds 

Please note that all refunds will be made back to the original card used to make the purchase. 

 

For items returned to a Scan Mobility showroom, the refund usually takes around 3-7 working days to reach your account, depending on how quickly your credit/debit card company processes the refund. 

 

ADR - Alternative Dispute Resolution 

If you have made a complaint and have exhausted all the options provided by Scan Mobility, or you are not satisfied with the resolution we have provided, you have the right to refer your dispute to Alternative Dispute Resolution. 

 

Alternatively there is an EU wide ADR mechanism available to consumers which can be accessed on line.