We always aim for your complete satisfaction with every purchase at Better Independent Living. However, we understand that sometimes things don’t work out as planned. If you find yourself needing to return a product, we’ve made the process straightforward and hassle-free.

Your Right to Return:

• Return Window: You have the right to return your purchase within 14 calendar days of receiving the goods. Unfortunately, we cannot accept returns after this period.
• Condition for Full Refund: To qualify for a full refund, products must be returned complete, unused, undamaged, and in their original packaging.
• Delivery Costs: Please note, we will not refund any additional costs if you selected a delivery method more expensive than our standard offering.
• Product Condition: If the product is not returned in its original condition, we reserve the right to charge for repair or replacement. This includes items that have been unpacked for inspection but subsequently used or installed, which may result in a partial refund reflecting the product’s diminished value.

Important Considerations:

• Usage Impact on Refund: In line with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, the amount of refund may be adjusted based on the product’s condition upon return. Extensive use leading to a product that cannot be resold may result in a significant reduction of your refund, up to 100%.
• Packaging: The return of goods without necessary packaging will incur a fee for re-packaging.
• Exclusions: We cannot accept returns for products that are Made To Order, have been specially adapted for your requirements, or are non-returnable due to health and safety concerns, such as incontinence, bathroom, or toilet products. Only faulty, damaged, or incorrect items in these categories are eligible for a refund, and incontinence products must have the outer packaging unopened.

Initiating a Return:

To start the return process, please send an email to contact@betterindependentliving.co.uk with your order number. Our team will guide you through the next steps to ensure your return is handled promptly.

We’re committed to making your shopping experience as enjoyable and worry-free as possible, including when things don’t go as expected. Thank you for choosing Better Independent Living.