Our Policies
PAYMENTS AND ORDERS
You can place your order over the phone through our friendly Sales Team, online or in person.Payments can be made using all major credit and debit cards. All orders are processed by our Sales Team who are fully compliant with both Data Protection and Computer Misuse Acts.All orders outside the UK mainland (including Northern Ireland) will be subject to a postage and packing charge which you will be advised of prior to shipment of goods.All personal information gathered is for the sole purpose of processing customer orders and is not passed to any other party.Please note that no products will be dispatched until paid for in full (including any postage).If you encounter any problems whilst ordering from Elite Access please don’t hesitate to contact us.
VAT RELIEF
Individuals who are chronically sick or disabled and whose products are for personal use, or charities where the products are made available to a disabled person for their own personal/domestic use, may be eligible for VAT Relief.To quality for VAT Relief you must ensure that the VAT Relief checkboxes are selected at checkout, along with stating the precise medical condition. Assuming you meet the criteria, VAT will not be added (unless a particular product has compulsory VAT).Orders that are received without ticked exemption will incur the VAT charge.Completed VAT Relief Declarations by customers are accepted as prima facie evidence by the Company that a valid medical condition exists for exemption under The VAT Act, and no VAT will be charged on the goods purchased. If, at a later date, HMRC disputes the validity of the medical condition, you will be liable to pay the appropriate VAT that should have been applied. Under these circumstances, Elite Access reserves the right to demand that you pay the VAT amount that is due.Customers in other EU countries may have to pay VAT depending on location. Customers outside of the European Union do not pay any VAT. The final VAT/sales tax amount will be shown on the printed invoice received with your items.
TRANSIT DAMAGE
Goods damaged in transit must be reported immediately by signing the delivery note 'Damaged On Arrival'. You MUST inform Elite Access as soon as possible on the SAME DAY as delivery/receipt of the goods that damage has been made. Any damaged goods must be retained by the buyer for any inspection. If the delivery note is signed without the comment ‘Damaged On Arrival’ the seller cannot be held responsible for damages. Customers may be requested to supply photos of the damage sustained in delivery and dispatch.Guarantee/Manufacturer warranties and Elite Access warranties do not affect your consumer rights.The majority of our products are guaranteed for twelve months by the manufacturer. Our warranty does not cover items used outside of the UK mainland and does not include the cost of the hire of a replacement product(s). For items purchased outside of mainland UK, we can provide a return to base warranty at our discretion and at your cost. If any problems are experienced with the product(s) overseas, please contact our Customer Service team on 0330 088 2820 or alternatively you can e-mail us: office@eliteaccess.co.uk . Our warranties provide coverage only if you maintain or use the product as directed. For example, our warranty covers only personal uses - as opposed to business uses - of the product. If there are multiple users of the product then we would not cover any product faults.Please note that if you have made any modifications to the product then this invalidates the manufacturer's warranty and Elite Access's guarantee.
DESCRIPTIONS
Every effort has been taken to ensure that the products supplied correspond as closely as possible to the pictures illustrated on our website, but they may vary due to the unique characteristics and variation of materials. Elite Access are not responsible for any such variations, including but not limited to the following: Product colour and shade may vary from one manufacturing batch to another.Fabric patterns are not matched unless stated on labeling. Leather is a natural material with unique characteristics such as shade variation, random scars and blemishes.We reserve the right to make any changes to product descriptions/specifications (internal or external) and any other changes where necessary.Please check the details of the products shown on promotional publications or offers before ordering as products may differ from catalogue to website to store.
PRODUCT PRICING
The price of the goods is the price set out on the website. All prices are shown in Pounds Sterling. The price of the goods is exclusive of VAT unless stated otherwise.The price of the goods is exclusive of the costs and charges of packaging, insurance and transport of the goods, which shall be invoiced to you separately.Where the 'In-Store Price' is listed, this refers to the current price. The prices shown are only applicable to purchases made via the website. On occasions, the prices payable and promotions offered online may differ from those prices and promotions offered in Elite Access mailings. We are under no obligation to honour any price or promotion that differs from those online..Special Offers and promotions advertised in the press or other media may be excluded from the site unless specifically advertised as available online. All offers are subject to availability and while stocks last.Offers cannot be used in conjunction with one another. Where more than one offer is available on the same product only one discount will apply. The offer giving the greatest saving will be applied in the basket.When you place an order with us you will be making an offer to enter into a contract. We will acknowledge your order but we will not accept your offer, and enter into a contract with you, until we dispatch the goods to you and inform you that they have been dispatched. At this point we will have entered into a binding contract and payment will be taken.
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RETURNS/CANCELLATION POLICY
If you wish to cancel your order before we’ve dispatched it, please call 0330 088 2820 to request cancellation. We try to dispatch things very quickly so if you need to cancel your order please do so as soon as possible! Please note once we have dispatched an item(s) to you, the item cannot be cancelled and the below returns process comes into effect with their respective charges.
RETURNING ONLINE ORDERS
We hope you're happy with every purchase you make with Elite Access, but if this isn’t the case we hope to make the returns process as simple as possible.You have the right to return your order within 14 calendar days of receiving the goods. After this period we cannot accept any returns.To cancel your order you must contact us via telephone to notify us of your decision to return. Below are our full details if you need to contact us for another reason.
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Telephone: 0330 088 2820
E-mail: office@eliteaccess
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To receive a full refund the product(s) must be returned complete, unused, in an undamaged state and in the original packaging.We will not refund you any supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us.If the product(s) are not returned in their original condition, Elite Access reserves the right to charge for repair or replacement of any product(s).We're happy for you to unpack the item and inspect it properly. However, if you’ve used or installed it we will only make a partial refund to cover the loss in value of the product. This could be up to 50% of the price of the item.If on return of the goods, whether by post, self-delivery or courier, we find that necessary packaging is missing then we reserve the right to charge an £80 fee to repackage the product(s).Unfortunately we cannot accept returns on product(s) that are Made To Order, have been specially adapted to suit your requirements, or for products that can void Health & Safety regulations if used e.g. incontinence, bathroom or toilet products. A refund can only be given if the product(s) arrives faulty, damaged or incorrect. For incontinence products a refund can only be granted if you haven't opened the outer packaging/wrapping.
PROFESSIONAL COLLECTION
Where goods need to be dismantled to enable return we can arrange to send a mobility technician to collect the product from you at a convenient time.If this service is needed, please notify us by phone or in writing within 14 days of the product being delivered. By ordering this service you agree to pay a cost of £80 (confirmed beforehand) as an engineer service fee.
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