Mobility aids FAQs

Know your rights when buying equipment

How can I get help with choosing the right product?

You can be assessed by an occupational therapist (OT). Contact an OT through your local council social services department (health and social care trust in Northern Ireland). In England, the government is proposing a system whereby, if you are eligible for state support, you will get an equipment ‘prescription’ from an OT and will be able to choose an accredited supplier. Some areas have started this already. You can also organise a private OT yourself.

Can I get my equipment free or can I get help with paying for it?

If you are assessed as needing a piece of equipment that your council or trust provides, and meet their eligibility criteria, in England, Wales and Northern Ireland it may be loaned free of charge. In Scotland equipment is loaned free of charge by most councils. An OT can also advise on whether you can get a Disabled Facilities Grant towards adapting your home.

What are my legal rights when I buy in a shop or online?

If you buy in a shop, you don’t always have the right to return – check the seller’s policy. But goods must be fit for purpose – get the shop to confirm in writing that your product does what you need it to. If you order online, you can cancel up to seven working days from the day after you receive your goods. Goods cannot be returned if they are tailor-made. Always check terms and conditions.

And what if a salesperson visits my home?

If you buy a product through an unsolicited visit, you have seven days to cancel. If you invited the visit, you have no right to cancel unless you agreed to discuss one product and you were sold something completely different. However, new regulations giving a seven-day cooling-off period are proposed from 1 October 2008. The new Consumer Protection from Unfair Trading Regulations 2008 outlaw certain practices, such as pressure selling. Talk to Consumer Direct if you experience bad practice.