Aluminium 3 Wheel Rollator Tri-Walker with bag, basket and tray

The Ramp Factory 60 Days No Quibble Returns

Returning your order to us

We understand that in some instances, customers will need to return an item due to a change in circumstances, incorrect sizing or simply changing their mind. Here at The Ramp Factory™ we offer a 60 day money back guarantee on all purchases; however, there will be circumstances where a return is not possible. So as to remain transparent with our customers, we have detailed our returns policy below to answer any queries you may have about the process.

Here are the most common circumstances for returns and how we can help;

Change of mind, wrong size or unsuitable item

Sometimes an item is not what you imagined, it doesn’t fit or you just don’t need it any more. In these circumstances, we are happy to offer an exchange or a full refund, no quibble of course, if the item is returned in its original condition, including original packaging, and within 60 days from date of receipt. Please note, items which are advertised as 'built to order', or customised items are non-returnable and non-refundable. 

Please take care when returning an order to us as all customers are in charge of the item’s return and covering the cost. We recommend you use a tracked, insured returns method so as to ensure a secure transit.

For an exchanged item, please call us on 01372 648587 so we can discusss your requirements. We can deliver new items within our standard delivery policy. Unwanted items should be sent back to our address marked 'Returns Department'.

Item incorrect or damaged on arrival

Upon delivery, please do not sign for the goods unless you are happy with the condition of the product.

We pride ourselves on our excellent customer care and service delivery, however, if an unfortunate incident occurs where you believe you have been sent the wrong item please call us immediately on 01372 648587.

For damaged items, please supply proof of damage with a photo and email it across to our customer support team at hello@therampfactory.co.uk. For any incorrect deliveries, we will always check the part numbers on your order due to using different names for marketing and warehouse storage – we can then arrange for the correct item to be delivered whilst the unwanted item is collected and brought back to us.

A refund or replacement can only be processed once we have received all unwanted items and confirmed any damage.

Faulty items

In the unlikely event of an item becoming faulty, please view our guarantee policies in our terms and conditions.

If your item is within our warranty, we will be able to collect it to either repair or replace, however this can only be done once we have confirmed the fault. If you urgently need the item returned, we advise placing a new order and await the refund for the faulty item.

Items that cannot be cancelled or returned

Under Consumer Contract Regulations, customers have the right to cancel any order for any item bought through The Ramp Factory™ on this website including a full refund. Unfortunately, these regulations do not apply to the following circumstances;

• Items that are collected from our premises.
• Items with a product description stating: "Built to order or customised."
• Products that are personalised or made to a customer specification.
• Sealed goods that come with health protection or hygiene regulations that have been un-sealed after delivery.
• Returning any products that present a hygiene risk after being used by the recipient.

What happens next?

Please download, print and return our completed returns form below and return this along with your item. If you do not have a printer you can simply write out the details required on the form on a piece of paper.

TRF Returns Form

Parcel 2 Go is one way to send back an item. Please insure your item is adequately insured against damage or loss when being returned.

Customers are responsible for any returned goods until they reach our warehouse as stated in this returns policy. None of these terms or conditions affect your statutory legal rights.

The Ramp Factory™ work in line with Consumer Contract Regulations to ensure your consumer rights are looked after.

Certain goods and services for disabled people are zero-rated for VAT, including mobility aids, as long as the customer is eligible and the goods are for domestic or personal use. All of our wheelchair ramps classify as mobility aids and therefore those eligible can purchase these VAT exempt. 

Who is eligible?

VAT relief is available for individuals with chronic illnesses and or disabilities. The wheelchair ramp must be for exclusive use by the disabled individual. VAT relief is also available to registered UK charities.

Who is not eligible? 

Businesses are not eligible for VAT relief. VAT relief is also not available where the ramp is being purchased for a group of people to use, except for charities. In addition, those with temporary incapacities, such as broken bones, are required to pay the VAT.

How do I claim my VAT back?

At the checkout stage, prior to entering payment details, there is a VAT exemption box. Simply enter the full name of the person the ramp is for and their disability, or the charity name and number, and tick to confirm it is correct. The VAT will then automatically be removed from your purchase.

If you are in any doubt as to whether you are eligible to receive goods or services zero-rated for VAT, please contact our team, consult Notice 701/7 VAT Relief for Disabled People or contact the National Advice Service on 0845 010 9000.