Terms & Conditions – Access Able Ltd

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Terms & Conditions

Our Terms & Conditions

Ordering & Delivery
To place an order, please note the name/s and relevant product codes of the items you would like and call us on 0117 980 1820. Alternatively you can email us at sales@access-able.co.uk to place your order, please ensure to state your name, telephone number and address, we will then call you to confirm the order and take payment before the items are dispatched.
If you/the user qualifies for VAT relief due to disability, please fill in our VAT Relief Declaration and submit it before placing your order, we can then apply this to the transaction.
If you would like your order sent by post there will be an additional postage charge, this is calculated for orders individually so please call on 0117 980 1820 for a full quote including postage costs.
Alternatively your order can be collected from us in store at 72 St. John’s Lane, Bedminster, Bristol, BS3 5AF at no extra cost.

Prices
Prices stated are inclusive of VAT calculated at the prevailing rate. Prices shown in brackets are exclusive of VAT and is the price you pay if you are eligible for exemption (see VAT Relief). If only one price is stated then the item is not eligible for exemption and therefore the same price is paid by all. All prices shown are exclusive of handling and carriage.

VAT Relief
Certain items in this catalogue are eligible for VAT relief for those who are chronically sick or have a disability. Where this applies, the lower VAT exempt price (shown in brackets) may be claimed on your order, providing you are eligible and have submitted a VAT Relief Declaration. For more information on this just call us on 0117 980 1820.

Delivery
Orders will be delivered to the address shown on the order form by either Royal Mail or national carrier depending upon their size and weight (UK wide coverage). We aim to dispatch orders within 3 working days by Second Class post as standard, however if you like an alternative payment method please let us know when ordering so we can inform you of and update the postage price. If we do not have the item/s currently in stock and need to order them in there will be a further delay of up to 7 working days.

Guarantee
All products within the catalogue are guaranteed against defects in materials or workmanship for one year, from the date of purchase, unless otherwise stated. We recommend regular visual checks to ensure your product is not showing undue signs of wear and tear. This does not affect your statutory rights.

Money Back Guarantee
If for any reason the product/s received are damaged or faulty please contact us on 0117 980 1820 and we will arrange to either replace the goods or refund your payment in full.
If the goods received are found to be unsuitable please contact us on 0117 980 1820 within 14 days of receipt and we will refund your payment in full less the Handling & Carriage charge. Please note, unsuitable goods must be returned undamaged and in their original packaging to be eligible for a full refund. This does not affect your statutory rights.

Customer Care
In our quest for continual improvement, we may from time to time monitor and record customer communications. This is for internal training purposes only and the confidentiality of our Customers and their transactions will be fully protected at all times.

Payment
All payments must be made in full at the time of ordering. Goods will then be delivered after payment has cleared. We accept all major credit & debit cards, cheques and postal orders, please allow five working days for cheques to clear.

Gift Certificates
Gift certificates are available in £5, £10 and £20 and can be redeemed at our Access Able store in Bristol. They may be exchanged for goods of the same value or higher price than the face value of the certificate on payment of the difference. They may be used towards the purchase of anything in store as well as servicing or repairs of mobility equipment.
Gift certificates cannot be exchanged for cash. Gift certificates are valid for 12 months from the purchase date. After 12 months, the gift certificate will no longer be valid. Gift certificates should be treated as cash, they are not cheque guarantee, credit or charge cards. Access Able will not accept liability for lost, stolen or damaged cards. Duplicates or copies will not be accepted.
If any item purchased with a gift certificate is subsequently exchanged for an item of a lower price or refunded, any money owing will be refunded as a gift voucher. Access Able reserves the right to amend the terms and conditions of gift cards at any time and to take appropriate action, including the cancellation of the gift certificate, if, in its discretion, it deems such action necessary. This does not affect your legal rights.

Notice of your Right to Cancel:
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Under the above named regulation you have a right to cancel their contract during a period of 14 calendar days from the day the notice is sent or given to you. During that period if you choose to cancel the contract any money paid by you will be refunded.
However if you have already given written approval for the work to begin before the end of the cancellation period you may be required to pay for goods or services already provided.
If you wish to cancel the contract you must do so in writing and deliver personally or send (which may be by electronic mail or post) this to Bob Sansom, Access Able, 72 St Johns Lane, Bedminster, Bristol. You may our standard cancellation form if you want but you do not have to.
The notice of cancellation is deemed to be served as soon as it is posted or in the case of an electronic communication, from the day it is sent.

Complaints
We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied. To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards. In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call us on 0117 980 1820, or write to us at Access Able Ltd., 72 St Johns Lane, Bedminster, Bristol, BS3 5AF, or email us at service@access-able.co.uk, and we aim to respond within 1 working day of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

Where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0333 241 3209 or via their website, http://www.disputeresolutionombudsman.org/membership/whichtrustedtraders/

If you are unhappy with the outcome of a complaint and have exhausted our complaints process, you can also approach the British Healthcare Trades Association (BHTA) for mediation (and ultimately arbitration) and, as a member, we will participate in this process.
BHTA can be contacted at:
New Loom House,
Suite 4.06,
101 Back Church Lane,
London
E1 1LU
Telephone: 020 7702 2141
Email: complaints@bhta.com
Web: http://www.bhta.net/home/complain.html

Alternatively you can approach the formally recognised Alternative Dispute Resolution (ADR) provider, The Retail Ombudsman, but we will not participate if you do so.
The Retail Ombudsman can be contacted at:
33 Floor Euston Towers,
286 Euston Road,
London
NW1 3DP
Telephone: 0845 680 3548
Email: enquiries@theretailombudsman.org
Web: www.theretailombudsman.org.uk
Or you can visit the EU’s online platform for dispute resolution at: http://ec.europa.eu/consumers/odr/

Which? Trusted Trader Terms & Conditions

As a Which? Trusted Trader, we have been checked and assessed to ensure we meet their standards. We adhere to and support their regulations and ethos, including their Code of Conduct.

Notice of your Right to Cancel:
Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013
Under the above named regulation you have a right to cancel their contract during a period of 14 calendar days from the day the notice is sent or given to you. During that period if you choose to cancel the contract any money paid by you will be refunded.
However if you have already given written approval for the work to begin before the end of the cancellation period you may be required to pay for goods or services already provided.
If you wish to cancel the contract you must do so in writing and deliver personally or send (which may be by electronic mail or post) this to Bob Sansom, Access Able, 72 St Johns Lane, Bedminster, Bristol. You may our standard cancellation form if you want but you do not have to.
The notice of cancellation is deemed to be served as soon as it is posted or in the case of an electronic communication, from the day it is sent.

Complaints
We always endeavour to provide the best service and products for our customers. However, on rare occasions, we recognise that there may be times where our customers may not be completely satisfied. To ensure we are able to put things rights as soon as we can, please read our complaints procedure below and we will respond promptly to ensure complete satisfaction.

As soon as possible after the completion of the works, please inspect the work to ensure everything has been carried out to our usual high standards. In the unlikely event there is anything you are not completely satisfied with, please contact us as soon as you can in order that we can rectify any problems as soon as possible. Either call us on 0117 980 1820, or write to us at Access Able Ltd., 72 St Johns Lane, Bedminster, Bristol, BS3 5AF, or email us at service@access-able.co.uk, and we aim to respond within 1 working day of receiving your complaint and where possible, will provide you with a date to remedy any issues raised.

Where we are unable to resolve your complaint using our own complaints procedure, as a Which? Trusted trader we use Dispute Resolution Ombudsman for dispute resolution. In the unlikely event that we cannot remedy your complaint to your satisfaction you may wish to refer your complaint to them. If you wish to do so please contact Which? Trusted traders in the first instance on 0333 241 3209 or via their website, http://www.disputeresolutionombudsman.org/membership/whichtrustedtraders/