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


You Wish To Cancel Your Order?

When we receive confirmation of your order we try to process and dispatch your order quickly in order to get your purchase to you as soon as possible. Therefore, if you wish to cancel your order we would advise you do so immediately or as soon as you can. 

If you wish to cancel your order before we have dispatched it, please call us.
If your order has not been processed we will happily cancel your order and funds will be refunded to you.

Please note, refunds can take anywhere from 5-10 business days to show up on your bank account.

Please note, once we have dispatched your order, then unfortunately the item/s cannot be cancelled thus meaning the normal returns policy and charges come into effect.

Returning Online Orders:

Our main aim is to try and make sure that each of our customers are happy with the products that they have chosen. However, if this isn’t the case then we aim to make the process of returning goods to us as simple as possible.

How long do I have to return my order?

  • You have 14 calendar days of receiving the goods to return your order. After this period we cannot accept any returns. We apologise for any inconvenience this may cause.

  • To return your order please contact us via phone. If all our staff are busy then either please hold or leave us a clear answer phone message with your details so we can call you back. 

  • Alternatively you can email us at [email protected] Please have a clear subject line stating the matter of your return request.

    We advise a subject line similar to "Mr. Smith Return Request". State your contact information and if available your order reference number also.

  • Be aware that all returns do incur a returns charge dependent on what item you wish to return. Please see return charges near the bottom of this page.


Not only do we set our own high standards when providing quality products and services, but we are also bound by law to provide products that meet satisfactory quality requirements and are fit for purpose for the user. 

If you find that a product is faulty and can demonstrate the fault to us, then it is your legal right to receive a refund, repair or replacement as per the consumer rights act. 

  • If within 30 days of delivery a fault has been confirmed then you can return it to us in exchange for a full refund.

  • If you find a fault with your product after 30 days of delivery (but within 6 months of owning it) we have the right to choose to either repair or replace your product. If we can not repair or replace your product then we reserve the option to either offer a partial refund or return your product and offer a full refund.

  • All our products have a minimum of 1 year’s warranty supplied by the manufacturer, in combination to your rights under the Sale Of Goods Act. Your manufacturers warranty will cover the costs of replacing certain parts of your product if a repair is required. However, not all product warranties cover the costs of labour. Please refer to the products user manual for more information. 

  • If you require an engineer to be called out to assess and repair your product, then a normal engineer call out charge of £60 will be required to be paid. Please note engineer visits can take up to 10 working days. This amount will be refunded under the circumstance that a manufacturing fault has been found and is covered under your warranty. Please refer to the user manual to learn more.

Please note that our guarantee and the warranty provided for you product is only applicable to domestic users only. Furthermore, our warranty only applies to those that maintain their product as directed. Any adaptations to your products voids your warranty and guarantee. 

Damaged Goods Upon Delivery:

Upon arrival if noticing that goods are damaged then the customer must report this by signing the delivery note "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. 

Things You Must Consider:

  • When you receive your product(s) we are happy for you to unbox and remove the product to inspect it. However, if you have used the product and there are signs of wear on it, then we can only make a partial refund of the value of the product as it cannot be classed as new. This can be as much as up to 50% off the value of the product.

  • If the product is not returned in its original condition, then Helpful Hand reserves the right to either provide a partial refund or charge for repairs or replacements of any parts or products.

  • When returning the product, ensure that all necessary packaging is not missing. If packaging is lost or damaged, then we reserve the right to charge up to £70 depending  to repackage the product to pristine standards.

  • If your product was a specialist Made To Order product, then unfortunately we cannot accept returns as this product has been specially designed and adapted to your requirements and specifications.

  • We cannot accept returns of products that when used can void health and safety regulations e.g. bathroom, toilet or incontinence products. A refund will only be given if the product is proven to have arrived damaged or faulty. 

Prices To Return Your Order:

When you request to return your product by calling us on 03334443160, we will clarify the total costs of returning your product(s) to us.

Please note that to receive a full refund, your purchase must be returned in it's original packaging with no signs of wear or damage on either the product or the packaging. We reserve the right at Helpful Hand to charge the cost of replacing damaged packaging or to repair or restore the item(s) back to its pristine condition ready for sale.

Below is a list of the costs that we incur as a company when organising the collection of your requested return. 

Please note there is no charge to arrange the return of any faulty products.

Walking Aids
Manual Wheelchairs
Bathroom Aids (Bathlifters etc.)
4 mph Mobility Scooters
(Engineered Collection Only)
6-8 mph Mobility Scooters
(Engineered Collection Only)
Riser Recliner Chairs
(Engineered Collection Only)
(Engineered Collection Only)
(Engineered Collection Only)
Personal Hoists 
(Engineered Collection Only)
Engineered Collection Of Other Smaller Items(Wheelchairs / Walking Aids etc)


Please note, refunds can take anywhere from 5-10 business days to show up on your bank account.

Engineered Collection:

For larger items that wish to be returned, we will arrange for an engineer to collect and take away your item.

If your product needs to be dismantled and you either don’t have the ability to dismantle it yourself then we will send an engineer to dismantle and collect the product.

If you require this service, please get in touch with our team within the 14 day returns period of when the product was delivered.

Returning Goods Due to The Death of a Family member:

Please refer to our returns policy where you will find more information on what we can and cannot refund, as well as any charges that may apply.

Should you have any questions or wish to speak to one our our team, please feel free to contact us where one we will be happy to assist you with your return, or answer any questions or comments you might have.

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