Refund policy

Last updated: 8 September 2026

At Be Free Mobility, we want you to feel confident when shopping with us. If you change your mind about an item, receive something that isn't right, or have a problem with your purchase, we're here to help.

 

1. Condition of Returned Items

You are entitled to handle an item as you would in a shop to check its nature, characteristics and functionality. However, if an item has been handled or used more than is reasonably necessary to assess it, we may be able to reduce the refund to reflect any resulting loss in value.

Where possible, please return items in their original packaging, with all accessories, instructions and other components included.

For hygiene reasons, certain sealed products may not be eligible for return once the seal has been broken. This will be clearly stated on the relevant product page where applicable.

Personalised or made-to-order items may also be excluded from the standard cancellation right where permitted by law.

2. Return Costs

If you are returning an item because you have simply changed your mind, you are normally responsible for the cost of returning the item to us, unless we have stated otherwise.

We recommend using a tracked or insured delivery service when returning goods, as Be Free Mobility cannot be responsible for items lost in transit before they reach us.

If an item is faulty, damaged, incorrect or not as described, please contact us before returning it. Where we are responsible for the problem, we will arrange or reimburse reasonable return costs as appropriate.

3. Faulty, Damaged or Incorrect Items

We take great care to ensure that all products supplied by Be Free Mobility are of satisfactory quality, fit for their intended purpose and as described.

If your item arrives damaged, is faulty, is not what you ordered, or does not meet your legal rights, please contact us as soon as possible.

Depending on the circumstances and your legal rights, we may offer a repair, replacement, price reduction or refund.

If an item is faulty, please provide photographs or a description of the problem where possible. This helps us resolve the issue as quickly as we can.

Your statutory consumer rights are not affected by anything in this policy.

4. Refunds

Once your return has been received and checked, we will process your refund as required by law.

For a valid cancellation under the online 14-day cancellation right, we will normally refund:

  • The price you paid for the returned product(s); and
  • The cost of our standard delivery service, where applicable.

If you selected a more expensive delivery option, we are generally only required to refund the cost of the least expensive standard delivery option we offered.

Refunds will normally be made using the original payment method.

Where you have exercised your legal right to cancel, the refund will be made within the period required by law, normally no later than 14 days after we receive the returned goods or you provide evidence that they have been sent back, subject to the applicable legal requirements.

5. Exchanges

If you would prefer to exchange an item rather than receive a refund, please contact us before returning it.

We will do our best to accommodate exchanges where the replacement item is available. An exchange may be treated as a new order where appropriate.

6. Items That Cannot Be Returned

Some products may not be eligible for return where an exception under consumer law applies. This may include:

  • Personalised or made-to-order products;
  • Certain sealed products that cannot be returned for health or hygiene reasons once unsealed; and
  • Other products where a specific legal exception applies.

Where an exception applies, we will make this clear before you place your order.

7. How to Return an Item

Before sending anything back, please contact us at:

Be Free Mobility
Email: Info@befreemobility.co.uk
Returns Address: 41 Beechy Avenue, Eastbourne. East Sussex, BN20 8NU 

Please provide:

  • Your full name;
  • Order number;
  • The item you wish to return;
  • The reason for the return, if applicable; and
  • Whether you would prefer a refund or exchange, where available.

Please do not send returns to an address other than the one provided by our customer service team.

8. Our Commitment to You

At Be Free Mobility, we want every customer to shop with confidence. We aim to deal with returns fairly, quickly and professionally while respecting all consumer rights that apply to your purchase.

Nothing in this Returns & Refunds Policy is intended to limit or exclude any legal rights you have under applicable UK consumer law.

If you have any questions about returning an item, please contact us and we'll be happy to help.

Be Free Mobility
Info@befreemobility.co.uk

41 Beechy Avenue, Eastbourne. East Sussex, BN20 8NU