Exchanges & Returns
EXCHANGES, RETURNS & REFUNDS
We want you to be completely satisfied with your order. It is important to us that you are delighted with your purchase but if for any reason you are not, and feel the need to send the item back, we offer a 365 DAY returns policy, starting from the date of order. All we ask is that you return your goods, no questions asked, in their original state. If you are not happy or you need to change something, the easiest thing to do is to email us so that we both have a record of it. We are happy to exchange any item for you at no extra charge for UK customers (you will need to cover postage of item sent back to us). Overseas customers will need to pay for postage of the replacement item. If an item is damaged or the wrong item was sent we will usually cover return postage, but please notify us prior to sending.
Custom Belts are made to order to your specification and as such are not eligible for a refund should you no longer want it. We try our best to get a belt to you by a given time, but we make no guarantee a belt will be delivered on time. Once your design has been agreed you are no longer able to cancel your order or return it for a refund. If there is an issue in terms of quality we will fix it; if we have made your belt to the wrong specification we will either replace it or alter it; depending on which is most suitable.
For a refund you will need to return your order to us within 365 days of making your order (yes, that's 1 whole year). We aim to process your refund the same week it arrives back with us. We are a small company so we value your repeat business, so we don't want to mess you around - if you've not heard anything from us a few days after returning, just drop us an email or call and we'll check the status for you. Items being returned for a refund will need to be returned in new condition and with the original packaging.
If you would like to view our full Terms and Conditions please follow this link.
Our address for exchanges and refunds is:
Mobility Tools
Unit 1B Kingsway Buildings
Bridgend Ind Est
Bridgend
CF31 3YH
DO NOT RETURN ITEMS PACKAGED LIKE THIS:
Your item is going through the postal network, not into space. Please be mindful of the fact that a human - not a space robot - will have to open the package and the item you're returning will be going back on sale for someone else to buy. We would very grateful if you could include the original packaging if possible.
Items are returned at your own cost. We would recommend UK customers sending 2nd class. Please note returning an order is your responsibility so it is up to you to decide which service you opt for. If the item fails to arrive with us again that is for you to take up with Royal Mail. We are not responsible for lost returns. Please ensure that you return items with a note inside with your name and order number, as we won't be able to ascertain who the order is from without this.
If you qualified for free or reduced rate shipping and you part return your order your order will be recalculated to see if you still qualify for free shipping. If when returning an item your order is below the free / reduced rate shipping threshold, this will be deducted from your refund. Similarly, if you used a discount code that is dependent on a certain order value, your order will be recalculated without the returned item and the difference refunded. If you ordered a bundle of products these cannot be individually returned for a refund, but we can exchange sizes.
For example:
If you ordered a weightlifting belt at £29.99 and knee sleeves at £29.99 your order would come to £59.98. If you choose free shipping (Royal Mail 48 Tracked) and you returned the belt for a refund your order would be recalculated as: Knee Sleeves (£29.99) + Shipping (£3.95), as the knee sleeves are below the free shipping threshold. Your new order would be £33.94, so a refund of £59.98 - £33.94 would be issued (£26.04).
