Direct Sales & Returns Policy

Policy Statement

Access Your Life Ltd is committed to providing you with access to trustworthy brand new and second-hand medical equipment, all of which is explained in this policy.

General Policy Aims

Brand new equipment from Access Your Life directly, only provided in the Northeast (Newcastle to Sheffield).

Direct AYL Orders

If you choose to purchase a product directly from Access Your Life (AYL), then you have read, understood, and agreed to these terms and conditions. If you are unhappy with any aspect of our terms and conditions, you should contact us before placing an order. To contact us, use the details or form on the Contact Us page of our website.

AYL will sell a product to the purchaser in accordance with the written quotation issued by the seller to the purchaser. If the buyer accepts the written quotation presented, then it is accepted by the seller too. For example, if an additional part is present on the quotation but not on the product for the handover, then the seller is responsible for sourcing and fitting the part before handover completion.

AYL employees are not authorised to make any representations, amendments, or alterations concerning the goods unless they are confirmed in writing by an AYL director. By placing an order and entering into the contract, the purchaser acknowledges and waives any claim for a breach of representations that are not confirmed in writing.

In the event that an error occurs, which could be clerical or typographical, in any of the following literature presented to the purchaser — including the quotation, price list, order form, order acknowledgement, invoice and hand-over documents — AYL reserves the right to make corrections without any liability on the part of the seller.

By purchasing a product from AYL, you are deemed to have read, understood, and agreed to these Terms and Conditions.

Delivery from AYL

Purchasers will be given estimated delivery times when ordering a product, but they are subject to change. Any dates specified are approximate, and the seller shall not be liable for any delay in the delivery of the product purchased, however the delay was caused. AYL is unable to guarantee the delivery of a product on or by a specific date.

Handover appointments will be provisionally agreed upon first, and confirmed after all goods have been received from the manufacturers and everything is ready for delivery. Handover delays are more likely and unavoidable for products that involve third-party parts or powered add-ons.

Please remember that deliveries from AYL partners will align with their own terms and conditions.

Fees & VAT

AYL’s prices will be agreed upon in pounds sterling. Purchasers are to agree only to prices on the quotation and sales order acknowledgement provided in writing.

The quoted prices are valid for 3 months; some discretion on the validation date can be given if the purchaser is also receiving support via our Grant Assistance Scheme.

Our prices are exclusive of any applicable VAT for purchasers who qualify for VAT exemption on the grounds of disability or medical condition. However, this must be confirmed in writing by completing the government’s VAT Exemption form. If they are not eligible for this, the purchaser will be liable to pay the seller the VAT for the ordered product.

Payment Terms

We require a minimum of 50% of the total order value to be paid upon acceptance of the quotation. The total order value includes the products, any additional parts or accessories, labour, applicable delivery charges, and VAT (if you are not eligible for VAT relief).

The remaining balance will be due on or before the day of delivery. The purchaser is responsible for paying the total order value until it is settled.

AYL reserves the right to request 100% of the payment upfront if only parts or upgrades are being ordered.

The risk of damage or loss of the products falls with AYL until the purchaser completes the handover, except when the purchaser has requested delivery by courier.

The legal ownership of the goods and the transfer of risk shall not occur until the full settlement of the invoices associated with the order has been paid to AYL and third-party suppliers if involved. Additionally, the handover of the products must be finalised, which encompasses safety briefings, postural and seating assessments, product adjustments, trials within the home or surrounding area, demonstrations to attendants, and the signing of all pertinent documentation.

Returns & Refunds

Products that are not of a personal nature and that have not been custom-made or customised to the purchaser’s requirements can be returned for exchange or refund within 14 days of receipt, with AYL’s approval. AYL reserves the right to charge a restocking fee of 20% of the purchase price for returns of non-faulty products.

Unless AYL accepts that the products are damaged or faulty on delivery, the purchaser is responsible for the cost of returning them. Personal or customised products cannot be refunded or exchanged unless they are damaged or faulty.

The product must be returned complete, in perfect condition, unused, and in the original packaging. Refunds will usually be processed within 2 days of receipt, but please allow up to 7 days.

Returns and refunds for products via AYL partners or affiliates fall under the terms and conditions of the supplier from which you purchased the product.

Nothing in these terms and conditions affects your statutory rights as a consumer.

Cancellations

If AYL accepts an order, the purchaser cannot cancel it except with AYL’s written agreement and on the condition that the purchaser indemnifies AYL in full against any costs incurred due to the cancellation.

AYL reserves the right to charge a call-out fee for any visit made by AYL in relation to a cancelled order.

If a purchaser is unable to complete a product purchase due to unforeseen long-term health issues, hospitalisation, or death, AYL will endeavour to cancel the order if possible. If not possible, AYL will try to find a new buyer to recover costs.

Warranties & Guarantees

Unless otherwise stated, products purchased from AYL are guaranteed for one year, excluding consumables and disposables. Manufacturer warranties apply as detailed in the order.

Events Beyond Our Reasonable Control

AYL is not liable for any delay or failure to deliver products or perform obligations if caused by circumstances beyond our reasonable control.

Waiver

If the purchaser breaches these terms and conditions and AYL takes no action, AYL retains the right to enforce them in future cases.

Governing Law & Jurisdiction

The laws of England govern these terms and conditions. Any dispute will be resolved exclusively in the courts of England.

Any notice required should be sent in writing to AYL’s registered office or via email to [email protected].

Please see our Terms of Use, Privacy Policy, Product Liability Document, and Third-Party Policy for more information.

Review

Unless urgent alterations or actions are required, this policy will be reviewed annually under the direct supervision of the Company Directors.

Last Review Date: 31/01/2025
Next Review Date: 31/01/2026