Update 5/11/20 - Further to the latest Government Covid-19 guidelines we are pleased to announce that we will remain open for pre-booked appointments for Lightweight wheelchairs, Powerchairs, Power Add-on's and we are also taking bookings for wheelchair services and repairs. Online orders are still being dispatched as normal depending on stock levels. Thank you for your patience and for supporting us through these trying times. Any questions please do not hesitate to e-mail us at firstname.lastname@example.org
A contract between the customers and EPC for the sale of our products will only exist once an order has been accepted and payment has been confirmed. Our website will endeavour to display items in our current range. We try to hold stock of most styles and sizes, however, occasionally, an item may be out of stock. The stock status will be displayed on your order confirmation. We will also indicate the expected delivery date for the products ordered.
All orders being sent within the European Union are subject to Value Added Tax (VAT). This rate is set at 20.0% of the total order. Our products prices show both the VAT inclusive and VAT excluded prices. Prices on the EPC Website have a VAT inclusive figure based on 20.0%. Those who are Registered Disabled are Zero rated on many products providing that the customer submits a VAT exemption form with EACH order. VAT can then be deducted from the order. Orders being sent outside of the EU will automatically have the VAT deducted.
METHODS OF PAYMENT
All transactions are in Pounds Sterling (£). We accept online payment in a secure environment by credit and debit cards. We currently accept Visa, MasterCard, Delta and Switch Debit cards
YOUR CANCELLATION RIGHTS
You must inform us of your wish to cancel within 14 days following the date of receipt and must take reasonable care of the products and not use them.
You can inform us by contacting us by email or mail at EPC, 43 Alexandra Road, Farnborough, Hampshire, GU14 6BS, by calling us on 01252 547939, or you may use the cancellation form here, but it is not obligatory.
You should return products to us in their original packaging, wherever possible, as soon as possible after informing us of your wish to cancel.
Please be aware that these cancellation rights do not apply to bespoke products, for full details please see below "PRODUCTS EXEMPT FROM REFUND OR EXCHANGE"
OUR EXCHANGE / REFUND POLICY
Should you wish to return a product purchased from EPC, we will be happy to refund or exchange a product provided it is in 'as new' condition in its original packaging in a fully resaleable condition. Returns should be made within reasonable time, usually with 14 days from reeipt of the item. If we find that the product has not been returned to us in a fully reasonable condition, we reserve the right to refuse a refund on the item, or deduct up to 25% of the original selling price from the refund amount.
HOW TO RETURN GOODS
Returns are managed through the 'My Account' Section of our website. You can request to return a product by viewing your previous order and completing the online returns form.
You are provided with access to this website in accordance with these conditions and any orders placed by you must be placed strictly in accordance with these conditions. Repackage the goods in the outer packaging in which you received them, address the package to the address below with a copy of your original order confirmation.
Aldershot Enterprise Centre,
Alternatively if your order was placed over the telephone or you are unable to create your return through our website you can download and print our returns form here
PLEASE NOTE: We will refund the price of the item to the purchaser or exchange the product once it has been received and checked by us. A refund of the delivery charge will be given in the instance of incorrectly supplied, damaged or faulty goods.
We hope that you are happy with your purchase. Should you wish to return anything purchased from EPC, we will be happy to refund or exchange a product provided it is in a fully resaleable condition. Returns should be made within a reasonable time (usually within 28 working days of original order date) and in original, undamaged packaging.
If the product returned is not in a fully resalable condition or the packaging is damaged, we reserve the right to refuse a refund on that item, or deduct up to 25% of the original selling price from the refund amount. This does not affect your statutory rights
PRODUCTS EXEMPT FROM REFUND OR EXCHANGE
For reasons of health and safety and hygiene, we are unable to refund or exchange certain items unless they are faulty. These items include cushions, incontinence goods, personal grooming products.
Items that are bespoke and built to order for you usually have a build time of between 3 and 8 weeks and due to the nature of the product cannot be refunded unless there is a manufacturing fault with the product. EPC will always endevour to confirm your choices and specification before we submit the order to ensure you are happy to proceed. Please check the measurement guidelines on the website
We will always endeavour to call you to check and confirm your online order and your specifications to ensure you are happy to proceed before the product is manufactured. Please read the measurement guidelines on the website carefully to ensure you are providing the correct information. Alternatively, call EPC for further advice on 01252 547939. Once the order has been submitted with the manufacturer we are unable to cancel or alter the specification. We are therefore unable to refund any monies paid.
AFTER SALES SERVICE
Manufacturers recommend that manual wheelchairs, powerchairs and scooters should be serviced annually. Additionally, insurers of these products often insist that regular servicing should be undertaken as a condition of the policy. We are happy to undertake servicing if a product is returned to EPC or can undertake home visits within a 35 mile radius of Farnborough, Hants. Due to our small size we are unfortunately unable to offer a call-out service further afield.
Powerchairs, manual chairs and scooters usually have a manufacturer's warranty provided (please see each product for details of this). A warranty covers parts and labour ONLY. Return to EPC and collection from EPC is at the customer's own cost. The products we sell are from reputable manufacturers who also have nationwide dealership outlets. Any product being returned to us for in- house work, or for return to the manufacturer must be returned in a clean condition. We reserve the right to refuse to accept any item which we deem to be in a poor state of cleanliness. We suggest contacting the manufacturer for specific advice on how to clean an item should it become soiled.
These terms are governed by the laws of England and Wales, and are in line with recommendations made by our industry regulatory body, the British Healthcare Trades Association (BHTA).
All content including pictures, designs, logos, photographs, text written and other materials on this Website are owned, controlled, or licensed to EPC.
WHAT TO DO IF THERE IS A PROBLEM:
We endeavour to provide goods and services which conform with consumer rights, but if there should be a problem, please contact us immediately you become aware of it on 01252547939 or email email@example.com A copy of our complaints handling policy can be provided upon request. If you are unhappy with the outcome of a complaint and have exhausted our complaints process, you can 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 - 6, The Loom, 14 Gowers Walk, London, E1 8PY. Tel: 020 7702 2141 Email: firstname.lastname@example.org Web: http://www.bhta.net/home/complain.html
or visit the EU’s online platform for dispute resolution at: http://ec.europa.eu/consumers/odr/
BHTA Get wise to buying safely
When you buy the equipment that is right for you, it can make a real difference to your quality of life, giving you the freedom and independence. Whatever you need, this guide is designed to help you make that right choice.
Download a copy of the leaflet here
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