Menu
0
NHS Approved Since 1965
Cheshire's Best Choice & Value
Servicing & Repairs
Engineered Delivery Available

Customer Support

Should you ever wish to get in touch with us please feel free to call us or email us, where one of our team will be happy to answer your questions or resolve any query you have.

Phone Us:

01625 424 438

Monday - Saturday: 10:00am - 6:00pm
Sunday: Phone Lines Closed

Should we ever miss your call due to us experiencing high call volume, please feel free to leave us an answer phone message, with your message and contact details, where one of our team will endeavour to contact you back as soon as possible.

Email Us:

Customer Services: [email protected]

Sales Department: [email protected]

After Sales Department: [email protected]



Visit Us In Store:

Store Opening Hours

Monday: 10.00 am - 16.00 pm

Tuesday: 10.00 am - 16.00 pm

Wednesday: 10.00 am - 16.00 pm

Thursday: 10.00 am - 16.00 pm

Friday: 10.00 am - 16.00 pm

Saturday: 10.00 am - 15.00 pm

Sunday: Closed

If you wish to visit our showroom to see certain product's we would always advise booking an appointment as our showroom can be quite busy at times. This ensures we can dedicate one of our product advisors to you should you wish to try our products and have any questions answered.

Our Macclesfield Store Includes:

  • Free Parking (Found at the rear of our shop)

  • Wheelchair Friendly (Should you ever require assistance entering our shop, please request this and one of our team will come out and assist you)

  • Website Prices In Store

  • Disabled Friendly Toilets

Additional Features In Our Store:

  • Fully Operational Through Floor Home Lift

  • Fully Operational Stairlift

    If you wish to see either of these products, please make an appointment and one of our product advisors can be on hand to demonstrate these items and answer any questions you may have.

Book An Appointment Or Product Demonstration:

Should you ever wish to book a product have one of our product advisors be on hand to demonstrate and answer any questions you might have, please feel free to contact our team to book a product demonstration.

Alternatively, if you ever wished to speak to one of our product advisors over the phone, then simply feel free to give us a call.

 
01625 424 438
Helpful Hand

6-8 Chester Rd

SK118DG

Macclesfield, UK

View Our Showroom

Contact us

Frequently asked questions

Delivery FAQ's
How long does delivery take and what are my options?

Standard Delivery:

All our item's delivered as standard delivery are delivered by courier, and will be delivered to your door or door step. 

Standard delivery takes between 4-6 working days.

Standard delivery costs £4.95 for all orders under £50.

For orders of or over £50, standard delivery is FREE.

Engineered Delivery:

All item's delivered by engineer will be delivered, assembled and demonstrated to the customer upon arrival. Should you wish for the engineer to remove all the packaging for your convenience then they can do this also. 

Engineered delivery takes between 7-10 working days.

Engineered costs £80.00 for all orders.

Click & Collect:

Should you wish to place an order and collect it in store then collection time frames can differ dependent on what item you wish to collect.

For all small items: 1-3 Working Days

For all Large Items: 3-5 Working Days

All customers who choose click and collect will always be communicated to within 24 hours in regards to the lead time expected for their item to be ready for collection. 

Once your item is ready for collection we will communicate to you via phone and email to inform you.

There is no charge for click and collect. However should you wish for your item to be assembled for you ready for collection then there will be a charge of £50 for our engineers to assemble your item for you.

Will I be able to track my delivery?

For all items delivered by courier as standard delivery, all our customers will be able to track their delivery via the tracking link we have provided to them in an email once their item(s) has been dispatched. Should you ever wish for us to track your delivery for you, please feel free to contact our customer services team. 

Please note, if you have purchased a large item and have not selected engineered delivery, your item(s) will be delivered on a pallet with our pallet couriers. Items delivered by pallet are:

  • Mobility Scooter
  • Powerchair
  • Riser Recliner
  • Electric Bed

Pallet delivery is not trackable. Instead we confirm with the customer which day they would like to receive delivery and the pallet will be delivered anytime on that day.

For engineered deliveries, your delivery is not trackable. Instead we confirm with the customer what day and what 2 hour window, they would be happy to receive delivery. 

What is the benefit of having an engineer deliver my order?

Engineer delivery is particularly good for delivery of items that require assembling or if the user would like someone to demonstrate their purchase to them. 

For example, if you purchased a large mobility scooter and you don't have the strength or help to assemble this item at your property. Then having a fully trained engineer, deliver, assemble and demonstrate your purchase to you can make receiving your purchase completely stress and hassle free. Furthermore, you will have full knowledge of your product as the engineer will make sure that you understand all there is to know about your product(s).

Finally, all our engineers will take away all the excess packaging should you not wish to keep it.

What happens if my item is out of stock?

Upon ordering, if for some reason your item is out of stock and we are unable to achieve the stated delivery lead time for your order, then one of our team will contact you as soon as possible. We inform you when your item is due in to us.

If the lead time is not acceptable for you to wait, then we will of course either offer you an alternative product with very similar specifications of your original choice, or we will refund you at your request. 

If your item is out of stock and you are happy to wait for us to receive new stock , then we can place your order on back order guaranteeing your item when the new stock arrives. 

What if my item arrives damaged upon delivery?

Should your item arrived damaged by courier then we will require you to call us that same day with you supplying us as much information as possible such as images and videos. 

Upon arrival if noticing that goods are damaged then the customer must report this by signing the delivery note as  "Damaged On Arrival". On the same day upon the products arrival, if noticing damage you must contact us and inform us of the damages. If the delivery note is not signed with "Damaged On Arrival" then us Helpful Hand the seller cannot be held responsible for the damages. 

If our engineers have delivered and assembled your product(s) and there is evident damage then we will return that item and replace that item with a new pristine one. 

Do you deliver to all of the UK?

We deliver all throughout the UK. For certain areas such as Northern Ireland, the isles and the Highlands of Scotland additional charges may incur for the delivery of your item. Please contact our sales team who will be able to inform you of the costs associated with delivering your item and the lead time expected for delivery.

Furthermore, although we are based in Macclesfield, Cheshire, we deliver to and support all our customers throughout the entire UK.

Do you deliver outside of the UK?

If you are interested in a particular product and do live outside of the UK, please contact our sales team who will be able to inform you of the costs associated to deliver the item you may be interested in.

Product Demonstration FAQ's
How can I arrange a product demonstration of one of your products?

If you are interested in seeing a particular product you are interested in and wish for one of our product advisors to demonstrate it to you, whilst answering any questions you may have, then please contact us by phone or email our sales department:

Call us on: 01625 424 438

Email us at: [email protected]

Alternatively, if you wish to book a time slot to visit us in store and see a product, then please head over to our "Book An Appointment" page, where you will be able to choose and select your preferred day and time slot that suits you.

Whether you decide to phone, email or book your appointment on our booking portal, we will always communicate and confirm back to you the eligibility of your demonstration request. 

If we don't have the item that you are interested in seeing in stock, then we will communicate this to you and inform you as to when next that item is due in. 

Furthermore, if you can't or would prefer not to visit us in store, but would like a detailed and immersive product demonstration, we also offer all our customers a virtual consultation and demonstration with one of our product advisors. This is where a product advisor will be able to communicate to you via a video call, and with our hand held devices we will be able to walk round the product of interest, and demonstrate the item in full detail, answering any questions you might have.

Do I need to book an appointment to see products in your store?

You are not required to book an appointment to see products in our store, you can visit us at anytime of your choosing should you wish. The only risk is that you may not have access to our product advisors, as usually they are all fully booked up each day and will be serving other customers. 

The reason we prefer to have customers book an appointment is simply due to the fact that the items in our industry more often than not require demonstrating and explaining to the person or family who may need that item. Thus, making sure that we have the available advisors on hand to help our customers means we can manage all inquiries with the full attention of our staff. 

Do you charge for product demonstrations?

We do not charge for any instore or virtual product demonstrations. However, should you not be able to visit us in store, nor wish to have a virtual product demonstration, then we do offer the service of home demonstrations. This does however incur a charge of £99, and will mean a product advisor brings out the product of interest to demonstrate and allow you to see and try the item. The cost of £99 for any home demonstration is offset and put towards the purchase of the item should the customer decide to make an order.

Should you wish for a home demonstration, please contact our team who will be able to inform you as to the availability of this service.

Do you demonstrate products anywhere in the UK?

We are based in Macclesfield, Cheshire, and therefore we can more easily satisfy home demonstration requests from those closer and local to us. 

We do however still offer the service of home demonstrations and assessments to anyone throughout the UK. For those requests further afar, simply means that you may be waiting slightly longer in order for us to visit you.

Please contact our sales team who will be happy to help and advise when next we can visit you. 

Insurance & Warranty FAQ's
What does the warranty cover?

Your item will come with a manufacturers warranty. Should your item develop a manufacturing fault within its warranty period, then the manufacturer warranty will cover the costs of ordering the new parts required. The majority of manufacturer warranties do not cover the costs of the labour required to replace and repair your item. Please read the user manual to inquire as to what your manufacturer warranty covers. 

We always advise our customers to consider purchasing insurance for their mobility equipment as your insurance will cover the costs of the new parts required to repair your item, as well as covering the costs for a technician to repair your item. 

How long does my warranty last?

All our items come with a minimum 12 months manufacturing warranty. Some product do come with an extended warranty. You will need to check your user manual of your product to learn the length of your warranty.

Can I extend my products warranty?

You can extend your warranty for an additional 1 to 4 years. We work with Mark Bates Ltd, who are the number one provider of insurance and warranty products, catering to all our customers insurance and warranty claims. 

If you decide that you want to purchase extended cover for your item whilst still within the first 12 months warranty you can extend your cover up to 4 years. If you are outside the first 12 month warranty you can only extend it by 1 additional year.

Additionally, the warranty products provided through us cover the costs of not only parts but also labour costs too. 

Please contact our sales team, who will be able to explain these options to you.

What does insurance cover?

Having insurance on your item can provide you peace of mind and confidence in knowing that if you are looked after and covered should ever a negative situation occur, such as you damaging your item, a fault occurs, or you hurt yourself or someone else.

Insurance coverage differs from one product type to the next, so please speak to one of our sales team, who will be able to explain the different options to you.

However the main fundamentals that insurance covers and protects you from is:

  • New parts and labour costs covered
  • Breakdown and accident recovery cover (30 mins - 1 hour to collect you anywhere in the UK)
  • Personal liability cover
  • 90 day worldwide cover
  • Loss of keys
  • Accidental damage cover
  • Theft and vandalism
  • Hire costs if your item is in for repair
  • And more...

Please read through the insurance products detailed on our site, or feel free to contact one of our sales team:

Call us on: 01625 424 438

Email us at: [email protected]

Servicing & Repairs FAQ's
How often should I get my item serviced?

We always advise that our customer have their mobility equipment serviced once every 12 months. Especially if they use their item on a daily basis and they are reliant on it.

Please see the prices of having your item serviced:

Scooter Service

£55.00

Powerchair Service

£75.00

Wheelchair Service

£30.00

Walker Service (Workshop Only)

£25.00

Riser Recliner Service

£55.00

Profiling Bed Service

£55.00

Should you require our technician to collect your item and re-deliver your item, then there will be an additional cost of £40.00.

Please contact us to book your item in for a service, where our technician will be able to inform you when the next available slot is for you to drop your item at our repair centre. 

I have a fault or problem with my product, what should I do?

If you are experiencing a fault or problem with your item, then you will need to contact our customer service department by phone or email. We will ask you a series of troubleshooting questions to try and establish whether we can help solve your problem over the phone. 

If your item's fault cannot be established over the phone, we will arrange for one of our technicians to contact you where they will be able to speak in more detail about the fault relating to your product.

Can I drop my product off at your repair centre?

If you have the capacity to drop off and re-collect your item at our repair centre, then this will save you spending money on technician call out charges and us collecting your item from your property.

If you don't have the ability to drop your item off at our repair centre, then one of our technicians can come and collect your item from your property. The price for an engineer to collect your item is £20. Should you require our engineer to then re-deliver your item back to you after it's repair, then the charge for that is also £20.

If you wish to drop your item off for a service or repair, please contact us where our technicians will be able to book you in. Dependent on what your item requires, the duration for how long we will require to keep your item will depend on the task at hand and will always be communicated to you when you drop your item off. 

I need a technician to visit my property and assess my item

If you would like a technician to come out to your property to assess and potentially repair your item, then a call out fee of £45 will be charged. If we can repair your item on site then our technicians will do so. If our technicians cannot repair your product on site and your product requires new parts to be ordered, then our technicians will create a report stating which parts need to be ordered. Which will then require another technician call out charge to repair your item on site.

What happens if you need to keep my item for repair?

If we need to keep your item for more than one day for a repair or to await the arrival of a specific part, then we will need to discuss what alternative mobility options you have available. If you are extremely dependent on your item, and can't manage without it whilst it is in for repair, then we will need to either supply you with a temporary product whilst your item is in for repair. We can't guarantee however that we will have spare stock to provide you temporarily.

Please call us and we will always do our upmost to ensure that you are looked after and thought of before we take your item in for repair. 

Do I need to pay for repairs if my item is under warranty?

All our items come with a minimum 12 months warranty provided by the manufacturer of your item. Some products do have longer manufacturer warranties and you will need to check the user manual to find this information.

Manufacturer warranties will cover the cost of new parts should your item develop a manufacturing fault. However, what manufacturer warranties will not typically cover is the labour costs associated for any repairs required for your item. Again, you will need to check your user manual of the item to examine what the manufacturer states regarding the cover of parts and labour.

We always advise all our clients to consider purchasing insurance, which covers the costs of labour and parts should your item develop a fault or if you damage your item.

Returns FAQ's
When will I receive my refund?

Upon the assumption that you have returned your item in it's original condition, without any signs of usage and in it's original packaging, refunds will be actioned as soon as we have received and checked your return. 

Refunds take between 5-10 days to appear back in to your account. 

If your return is not returned in it's original condition or it's original condition, then we have the right to inform you and charge you of the costs associated with returning that item back to it's pristine condition.

How long do I have to return my item?

All our product's come with a 14 days returns policy from the day the item was delivered. Be aware that returns are not free and that you will be charged the cost to return your item. All return prices can be found in our delivery and returns policy.

If your product is faulty, then there will be no charge to return your item.

If you find for whatever reason that your item(s) is not suitable then you will need to contact us as soon as possible to arrange the return of that item. 

Please call us on: 01625 424 438

Please email us at: [email protected]

We will require you to quote either your order number or your full name and address and the item you wish to return.

If you have surpassed the 14 days returns policy then I am afraid we cannot accept any returns. 

How do I return my item?

To return your item, firstly your request must be within 14 calendar days of your item being delivered. Next, you must contact our customer services team to request the return. 

Please call us on: 01625 424 438

Please email us at: [email protected]

We will require you to quote either your order number or your full name and address and the item you wish to return.

We will require that the item is returned to us in the original pristine condition that it was delivered to you, in it's original packaging.

Should we find that upon return, there is either packaging missing or the item is not in it's original pristine condition, then we here at Helpful Hand have the right to charge the customer to replace the packaging or for the work required to make the product pristine for sale. 

Dependent on what your item is that you wish to return, we here at MobilityCo will arrange for the courier or engineer to collect your item.

If you are returning a small item, then we will ask for you to either return this item in the parcel it arrived in, or you will have to place your item in a parcel at your own expense. Once you have packaged your return item, we will arrange a courier to collect that parcel from your address on a day convenient to you. You will not require to put any labels on your parcel, however we would appreciate it if you put our name, address and the order number on the outside of your return parcel.

If you are returning a large item that was delivered by pallet, we will either arrange for an engineer to collect your return item, or we will organise a pallet courier to collect your large item and they will bring a pallet to your address, should you not have one. 

Do I have to pay for the return if my item has a manufacturing fault or is damaged?

If your item has developed a manufacturing fault within 14 days of your item being delivered or shows signs of damage upon delivery, and you wish to return this item, then you are not required to pay for the return. Nor will we charge the customer if the item is not in it's original pristine condition. 

However, we always advise keeping the packaging of that item for the 14 days returns window, as if you have thrown out the packaging then we will be required to charge you to replace the packaging. 

Payment & Ordering FAQ's
Can I speak to someone before I place an order?

You can always speak to one of our product advisors, who are on hand to assist you with finding the right product for you or a loved one. Their job is to answer any questions you might have, and to also advise you in regard to which product might be most suitable for you or another's needs or requirements.

Should you wish to place your order on the phone with them they will also be able to assist you with this too. 

Can someone help me with my order?

If ordering online isn't your preferred method of placing an order, dont worry. We have other ways to place your order.

Please feel free to give us a call, where you can speak to one of our product advisors, who are on hand to answer any questions you might have about your item, in addition to helping you place your order over the phone. All that is required is some details about you or the user, your delivery address and your card details.

Should you ever wish to visit us in store, then one of our friendly staff can assist you. We accept:

  • Card
  • Cash
  • Cheque

Should you have any questions about forms of payment or ordering one of our product's please feel free to call us on 01625 424 438, or email us at [email protected]

Will I receive confirmation of my order?

If purchasing online, as soon as you have placed your order you will receive an email confirming your order with an invoice detailing your purchase. 

If you are purchasing in store, then an invoice can be printed or emailed to you dependent on your preference.

What payment methods do you accept?

Here at Helpful Hand we accept the following cards when ordering online:

  • Delta
  • Maestro
  • Mastercard
  • Solo
  • Visa
  • Visa Electron
  • American Express

We also accept PayPal. When ordering with PayPal, please be aware that you will be redirected to PayPal's website where you will need to complete the payment in order for your order to be placed.

If you wish to visit us in store, then we accept the following forms of payment:

  • Cash
  • Cheque
  • Card

Here at Helpful Hand we accept the following cards when ordering in store:

  • Visa
  • Mastercard
  • American Express
  • JCB
  • UnionPay
  • Diners Club
  • Discover
  • Maestro
  • Visa Electron
  • V pay

We also accept contactless card payments, as well as transactions with mobile wallets such as Apple, Samsung and Google Pay.

I wish to cancel my order?

If you wish to cancel your order then we will need to know about your cancellation request prior to dispatching your order. We aim to dispatch orders as quickly as possible, however different items have different times for dispatch. 

If you fail to inform us of your cancellation request prior to your item(s) being dispatched, then you will need to see details about returning your order.

General FAQ's
Do You Part Exchange Products?

If you are wanting to offer your original product as part exchange we cannot guarantee that we can accept your product towards your purchase of another item. However, please inquire with our sales team where we can discuss each inquiry case by case. 

Phone us at: 01625 424 438

Email us at: [email protected]

What does VAT exempt mean, and am I eligible?

If you or the person you are purchasing the goods for has a long term ailment, medical condition or disability then you are not required to pay any VAT on the goods you are purchasing. For example, arthritis, stroke, dementia etc.

To be VAT exempt:

  • You or the person you are buying for must have a mental or physical impairment, which has a negative effect on your capacity to perform typical everyday activities. E.g arthritis or dementia

  • You or the person you are buying for are terminally ill.

If you have suffered an injury such as a broken leg, but are otherwise fully fit and healthy, then you are not eligible for VAT relief. 

You do not need to provide any documentation in store or online when claiming VAT relief. Upon checkout whether online or instore, we simply require the full name, address and the ailment or illness of the person who the item is for.

If you're not sure as to what constitutes as a long term illness or disability then you should contact the HMRC National advice service on 0845 010 9000, or see the descriptions below.

Please see below for an extensive list of conditions that qualify someone for VAT relief?

  • Alzheimer's
  • Amputee
  • Angina
  • Ankylosing Spondylitis
  • Arthritis
  • Ataxia
  • Bronchiectasis
  • Cancer
  • Cerebellum Ataxia
  • Cerebral Palsy
  • Cerebral Vasculitis
  • Chronic Arthritis
  • COPD
  • Degenerative Spine
  • Dementia
  • Diabetes
  • Diverticulitis
  • Emphysema
  • Epilepsy
  • Fibromyalgia
  • Functional Movement Disorder
  • Lymphedema
  • Functional Movement Disorder
  • Lymphedema
  • Motor Neurone Disorder
  • Multiple Sclerosis
  • Muscular Dystrophy
  • Myelitis
  • Oedema
  • Osteoarthritis
  • Osteoporosis
  • Parkinson's
  • Partially Sighted
  • Peripheral Vascular Disease
  • Pneumonia
  • Polymyositis
  • Pulmonary Fibrosis
  • Pulmonary Hypertension
  • Respiratory Failure
  • Rheumatism
  • Rheumatoid Arthritis
  • Scoliosis
  • Spina Bifida
  • Spondylitis
  • Stenosis
  • Stroke
  • Other
Do you sell spare parts?

Should you require a spare part or an accessory which we do not have advertised on our website, then please feel free to contact our sales team where we will quickly be able to get you a price and the availability of that item you are requesting. 

We do not keep in stock these spare parts as we there are simply too many items to stock. Therefore, we rely on our excellent relationships with all our suppliers to help us supply our customers with specific part or product requests.

For more information on a part or product you might be interested in, please contact us by the following:

Phone us on: 01625 424 438

Email us at: [email protected]

How long and how often should I charge the battery for my scooter or powerchair?

If you are using your item on a daily basis, then we would advise charging for long durations when not in use for a minimum of 12 hours, ready for the following day. If you use your item less regular, maybe once or twice a week, then charging it a couple times per week for a minimum of 12 hours per day will maintain that your item is fully charged ready for its next use.

It is good practice to try and maintain a frequent charging pattern for your batteries, as leaving them idol with no charge can cause them to drain and lose charge. 

We would also advise, avoiding short burst charges such as 2-4 hours or running your batteries completely flat. 

Can I use my scooter or powerchair in the rain?

Yes you can use your mobility scooter or powerchair outside in the rain. Be aware that we would always advise to stay clear of slippery surfaces such as ice or very wet grass.

It is good practice however that should you wish to protect your item from any risk of water damage then you can decide to purchase waterproof protection for yourself and your mobility equipment. 

Sign Up To Our Newsletter

Subscribe

Create an account

By creating an account with our store, you will be able to move through the checkout process faster, store multiple addresses, view and track your orders in your account, and more.

Create An Account

Recently added

You have no items in your shopping cart

Total excl. VAT:£0.00
Order for another £50.00 and receive free shipping

Calculate shipping costs

No shipping methods found for this country