Free Returns 

At Better Independent Living, your complete satisfaction with every purchase is our top priority. We understand that sometimes things don’t work out as planned, so we've designed our FREE returns policy to be as simple and easy as possible. If you need to return a product, rest assured that the process is straightforward and efficient, ensuring you can return items with ease and peace of mind. Your convenience and confidence in shopping with us are paramount, and our returns policy reflects our commitment to making your experience seamless and satisfying.

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.

Fair Use Policy:

Our Fair Use Policy ensures that we can continue offering free returns to the majority of our customers. While we strive to be fair and provide excellent customer service, we also need to cover our costs to maintain a healthy business.

FREE returns are limited to one per order and two every six months.

For the small group of customers whose actions make free returns unsustainable, we will deduct and retain £9.95 from their refund to cover the cost of return shipping. Alternatively, you may use your own methods for returns.

We apply an objective formula based on your shopping behaviour when deciding whether to make this deduction from future refunds. This formula considers whether you have made excessive returns beyond the average Better Independent Living customer, as well as the number and value of your orders.

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.