Refund/Returns Policy

Refunds & Returns

Charity Funded Equipment

Due to the nature of the charity funding process, we do not accept returns and will not exchange goods once they have been dispatched. No refunds are given to clients who have received equipment through charity funding. This does not affect consumers’ statutory rights in terms of faulty equipment. Clients should follow the standard process outlined under the section for faulty goods.

We operate a strict policy of no returns/refunds or exchanges for the following reasons.

Our processes are such that we may spend weeks or even months with each client, gathering as much information as possible about the child/children, the family, their environment, lifestyle, financial data, NHS history etc. to ensure that we have all the factors that need to be considered when recommending particular pushchairs.

We have experienced Specialist Advisors, and every care is taken to ensure the parents* are 100% happy with THEIR DECISION before we prepare a quote. Should parents’ wish to change their mind on any aspect, they can request a call with an advisor and/or an updated quote PRIOR to applying for funding. We cannot guarantee that any requests can be accommodated after funding has been granted and an order placed e.g. a change in colour from the original quote, we will do this providing we have the stock. We reserve the right to send out the original specification set out in our quotation to fulfil an order.

Every charity application is supported by an independent professional confirming that the equipment the parent has chosen is suitable for the child’s needs. It is the parents’ responsibility to ensure that the information on the pushchair is shared and discussed with their supporting reference prior to the supporting letter being provided. Where an intermediary is acting on behalf of the parents, it is their responsibility to ensure that the equipment meets the needs of the recipient.

Whilst we make every effort to gather all relevant information for each enquiry, we cannot be held responsible for any information not provided to us, or any incorrect information provided to us during our discussions with the parent, or an intermediary acting on their behalf, be this by by phone, email or any other method of communication.

It is a parents’ responsibility to check that a pushchair will fit in any vehicle they use to transport it. We cannot guarantee that it will fit in a particular car, lift, specific location / doorway or on public transport as these things vary significantly. We advise parents and/or anyone supporting them/making the enquiry, that they need to check the folded/open sizes of the pushchairs which are all on our website.

*When we say parents, it may also apply to any health, social care or educational professionals supporting the family, Government/Council employed individuals, family support workers, any other intermediary. There are occasions where we are not given the parent’s details and must work directly with a person supporting the family. It is their responsibility to provide all the information we request.

Self-Funding Clients

This is for parents, or persons acting on their behalf, purchasing equipment directly from Ergoadaptive Go Ltd. Your Statutory Rights are the same as for any consumer item purchased online. Clients who receive equipment have 14 days in which to examine the goods and report anything of concern in writing (e: info@freedomforkids.co.uk).

Returns (Self Funding Clients)

Equipment may be returned, if within the 14 day period, however it must be unused, repacked correctly and safely for transport and in the original box. We reserve the right to refuse return of any equipment that does not meet this criteria. Our equipment has custom-made boxes and cannot be transported without these to protect the equipment. Equipment must not be used outside during this 14 day period. If it is used outside, or in any place where it could be contaminated or get dirty, then it is deemed to have been accepted by the client and is non-returnable.

Returns costs are the buyer’s responsibility and they should ensure the goods are packed safely for transport. If a buyer requests that Ergoadaptive Go Ltd arranges collection, there is a minimum £100 charge for this. Goods will be examined on return and must be in perfect working condition and unused. There is a charge of £35 re-stocking as all goods need to be collected and stored in an off-site warehouse operated by an independent company. If we deem that the goods have been used then they will be returned to the buyer and no refund will be given. PLEASE NOTE that some products are customised for the user and these are non refundable.

Damages & Faults

On delivery, if a box is significantly damaged &/or an item inside is broken this should be reported to us in writing within 24 hours. Photographic evidence should be provided. Please note: we are unable to bring any claims against couriers or delivery partners beyond 72 hours, so it is important this is reported immediately.

If equipment develops a fault within 6 months, then you must report this to us in writing with video and photographic evidence. We take any issues very seriously and will investigate immediately. After investigation by the manufacturer, they will notify us of any action to be taken.

On the very rare occasion equipment is returned for examination, the costs will be charged to the recipients; we must charge for collection, examination and repacking and should the item need to be re-delivered, there is also a re-delivery charge. These charges will vary depending on the size of the equipment and the location for collection and delivery. These charges do not apply to faulty goods but must be charged first and will be refunded if the issue is found to be a manufacturing fault.

If the goods are bring returned for investigation into a fault, then Ergoadaptive Go Ltd may arrange collection. They will be examined and the buyer will be informed of the outcome and any actions. Goods that are deemed to have been subject to wear and tear, customer misuse or any other reason that is not a manufacturing fault, will be returned to the buyer. If a repair or spare part is required, the buyer will be informed of this and the cost prior to the return of the goods. No refund will be given where a fault/damage is not deemed to be due to a manufacturing issue.

Dispute Resolution

All disputes should be recorded in writing to allow a clear and transparent audit trail and investigation. If equipment is funded through a charity then the final decision on any dispute will be made by the Director, by Ergoadaptive Go Ltd. The client who received the equipment will be informed in writing. If necessary, the charity will be informed of any dispute, the investigation and the outcome in writing. If a dispute is from a self-funding client then the process for this is outlined above. The decision may involve the purchaser, the retailer, the manufacturer and any other relevant parties.

Overseas Shipments

Due to the cost and logistics involved, we do not accept returns from overseas customers. It is the buyer’s responsibility to ensure that the pushchair purchased is suitable for the passenger. All the dimensions are on our website under each product. You can also contact us for a Measurement Chart and we will be happy to check the seat sizing is appropriate for your passenger. We are unable to check if it fits into a car or through any access point required.

Our prices do not include any local taxes or duties that may be payable when the goods arrive in the destination country. It is the buyer’s responsibility to check that they provide the correct information for customs clearance.

If a product arrives damaged, the buyer needs to send photographs of the box and the goods within 24 hours as claims have to be made within 48 hours. We are unable to replace goods until the courier accepts responsibility and approves the claim. If a spare part is required within the first 6 months of the goods use, we will endeavour to obtain this from the manufacturer as soon as possible and send this onto the buyer.

Overseas shipments includes any territory outside of mainland UK. This includes Northern Ireland, any islands off the coast and any other country that is not England, Wales or Scotland.