Our Returns Policy is valid for 14 calendar days from the date you receive your goods. If for any reason you are not satisfied with your purchase, you may return it for a full refund.

Unfortunately, if 14 days have passed since receipt of your order, we are unable to offer you a refund.

Refund Requirements

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

• You must notify us within 14 days of receiving your order by emailing admin@abilitystore.co.uk or calling 01372 450667.
• All items must be unused, in their original packaging, and must not be damaged.
• All returns will be inspected to ensure they meet the criteria. If the product does not qualify, we reserve the right to refuse a refund.
• This policy does not apply to ‘made-to-order’ items (e.g. Riser Recliner Chairs, Electric Beds, Sofas, etc.). These products have separate Returns/Cancellation Policies, which must be agreed upon at the time of order confirmation.

How to Return Your Items

If you would like to return an item, please contact us first at admin@abilitystore.co.uk or call 01372 450667. You have the following options:

1. Post Your Items

• You may send items back at your own expense using Royal Mail, EVRI, or a courier of your choice.

• We cannot refund postage costs. We strongly recommend using a tracked service, as we cannot process refunds for lost parcels.

• Items must be securely packaged to avoid damage during transit. If goods are returned damaged or used beyond what is necessary for inspection, a refund may be refused.

Return Address:
AbilityStore – Returns Department
6 Beckley Parade
Leatherhead Road
Great Bookham
Surrey
KT23 4RQ

2. In-Store Returns

• You may return items directly to our showroom for a full refund.
• Please bring your proof of purchase (invoice) and the same bank card used for payment.
• Refunds will only be processed if all refund conditions listed above are met.

Exclusions

Refunds are not available for the following:

• Special Order / Made-to-Order items (e.g. bespoke furniture).
• Health & Hygiene Products, including:
• Mattresses
• Raised Toilet Seats and Toilet Seats
• Mattress Toppers
• Pillows
• Urinals
• Commodes
• Toilet Frames
• Bed Pans
• Personal Hygiene Products

✅ Incontinence pads or disposable bed pads can be returned if they are unopened and returned within the standard 14-day timeframe.

Faulty Goods

If your item has a manufacturing fault or quality issue, please contact us immediately. We will arrange the necessary steps in line with your consumer rights.

Refund Processing Time

• Refunds are usually processed within 5 working days of receiving the returned item.
• Refunds will only be made to the original payment method/card.
• Stripe payments: Refunds may take 5–10 days to appear in your bank statement.
• PayPal payments: Refunds are usually instant and appear in your PayPal account within minutes.

Contact Us

If you have any questions regarding our Returns Policy, please contact us:
📧 Email: admin@abilitystore.co.uk
📞 Call: 01372 450667