Frequently asked questions

Covid-19 update
Our shop is still open for orders, however, we are experiencing some delays with delivery due to the nationwide effects of Covid-19, particularly with Royal Mail.

We hope that you can find the answer to your query below, however, if you still have a question, please visit our get in touch page for all our contact details.

Click on the question to head down to the answer below.

1. Why has Disability Horizons launched a shop?

Back in 2011, Disability Horizons magazine launched with the aim of making the world more inclusive and helping disabled people to live the life they choose.

Over the years we have seen how great products and services can make a real difference to disabled people’s lives. But they need to be the right products – innovative, stylish and truly valuable.

So we decided that there was a real need for a curated range of disability products, all from trusted suppliers and selected through recommendations from our community of readers and based on our experiences over the years.

On some of the bigger sites, products can get lost in thousands of listings or have ‘fly-by-night’ sellers touting fake or inferior goods. Everything on our shop is from credible suppliers we know, with good reputations for quality and service.

Disability Horizons Shop aims to:

  • Provide a place for disabled people to find the products they need to make their life easier.
  • Supply high-quality products from trusted suppliers.
  • Be customer-focused and responsive to our community’s opinions of products.
  • Be the platform for small or new retailers and designers to showcase their products, with a particular focus on disabled entrepreneurs and companies that have been created to help a disabled friend or relative meet a need.
  • Support healthcare inventions and help them gain public awareness, also making the Disability Horizons shop a platform to visit and find new innovations.
  • Sell products even if they are of niche interest – if they help members of the community but are hard to source elsewhere, we will try to stock them.
  • Explore ‘social enterprise’ status in the future, with the aim of employing more people from our disabled community in the running of the shop.
  • Support wider Disability Horizons initiatives – creating advice and entertainment content, offering support and training to disabled people, and liaising with companies to foster inclusion.

2. What can I buy?

From designer Blue Badge holders, walking sticks and clothing protectors to kitchen/bathrooms aids, slings and wheelchair trays, all products in our shop aim to enhance your life – with style.

Right now, we have more than 140 products on the site. But we will be adding more and more all the time. You can view our selection by looking within each category, such as daily living aids and wheelchair accessories, or by brand under the ‘companies’ category.

3. Who makes the products?

We have sourced the best UK retailers and manufacturers to provide products for our community.

Through our years of work, we have developed contacts with businesses and entrepreneurs in the UK disability and healthcare sectors. We are always looking for new ideas and innovations that improve disabled people’s lives.

As well as helping our community, we also want to get the word out for new businesses or disabled entrepreneurs who have created an ingenious product. If it’s something we think will make a difference to disabled people’s lives, we want to spread the word about it.

If you are interested in selling on our platform or know of a great product we should feature, please get in touch.

4. I can’t decide which products to order – can you help?

If you’re not sure what to choose, we’re here to help – visit our get in touch page for our contact details.

Some of our products have been around for many years, so we have extensive knowledge of them, while others are newer and more specialist. If this is the case, we will put you in touch with someone who can help.

As the shop grows we’ll also build up more reviews for each product from community members who have used them. These will give you a great first-hand view of what the products are like to use and which would be best for you.

5. How can I order and pay?

All of our products can be purchased online using a credit or debit card. We accept Visa, Mastercard, Visa Debit/Solo, Delta, Visa Electron and Maestro. You can also use PayPal to pay.

6. How do I make a bulk order?

If you’re interested in making a bulk order or for trade prices of one of our products, visit our get in touch for our contact details and we will do our best to help.

7. Can I buy if I live overseas?

Although we are based in the UK, most of the products we offer are available to buyers overseas. If you are in any doubt or would like a shipping quote, please use our contact details on our get in touch page.

8. What’s your returns policy?

These terms do not affect your statutory rights. You can contact your local authority Trading Standards or Citizens Advice Bureau for further information CitizenAdvice.org.uk

Cancelling or amending your order

Cancellations or amendments cannot be made between placing your order and receiving your parcel; this includes address changes and adding or removing lines.

You’re able to cancel your purchase within 14 days, from the day after you received the item. Once you’ve received your order and wish to return for a refund, please see the guidance under “Returning your product because it’s unsuitable”.

Manufacturer’s warranty

Where a product comes with a manufacturer’s warranty, please do not complete the registration paperwork until you’re sure that you wish to keep the product. Return the unregistered item within 14 days of receipt if you do not wish to keep it.

For warranty claims, please follow the guidance and contact information on your warranty card.

If you’ve lost your warranty card, please contact our Helpline for assistance.

Returning your product because it’s unsuitable

Your right to return within 14 days

If you’ve changed your mind about keeping your purchase, please inform us within 14 days from the day after you received the item(s).

Please return the item(s), at your own cost, within 14 days, and we’ll give you a refund. See Returns postage costs for further information.

We reserve the right to deduct an amount from the refund if you have diminished the value of goods by handling them beyond what is necessary to establish their nature, characteristics and function.

We’ll reimburse you with undue delay, and not later than 14 days after we receive the goods back from you.

Which products can’t be returned as unsuitable?

Where a product has been made to measure, or personalised for you, we’re unable to refund or offer an exchange – unless it is faulty.

The following products won’t be eligible for exchange or refund (unless faulty or not as described):

  • Products which you received over 14 days ago.
  • Products which have been opened or their protective seals removed and cannot be returned for hygiene reasons.
  • Products that contain your personal data or have been manufacturer-registered.
  • Computer software codes that have been redeemed or activated, or computer software that has been opened.
  • Products that have been combined with other goods after delivery so that they become inseparable.
  • Where a product has been personalised for you or made to your specific measurements (bespoke and made-to-order items).

Software for computers, mobile phones and smart devices that has been opened, redeemed or activated. This is only returnable if the software is faulty. Where available you should request a free demonstration copy of the software before purchasing, to ensure it is suitable for your needs.

Bespoke items, such as made-to-order product or products with custom printing, colour options or other customisation; these are made just for you and are non-returnable unless faulty.

Image capturing and recording products; we cannot accept these items back (unless faulty) if they contain material and content that you have saved to them. You must ensure the item is returned to factory settings and free of your personal data before returning it to us. If you are unable to restore the product, we may be able to do this for you at a cost of £35.

Returning your product because it has a fault

We reserve the right to have the product independently tested by a third party, prior to agreeing a suitable resolution.

If no fault is found the item will returned to you.

Where your item needs to be sent to our supplier for assessment and repair, this will increase the turn-around time to complete your return (this may take up to six weeks if components need to be ordered in specially to carry out the repair).

Faulty within 30 days

If your product develops a fault within 30 days of purchase, please contact our Helpline to arrange the return, and subject to confirming the fault, we can give you an exchange, repair or full refund, as per your preference. For online or telephone purchase we’ll refund the standard delivery charge provided you return the full order. If you’re only returning some of the items on your order, we will only refund the cost of those returned items.

Faulty from 31 days and up to six months

If your item becomes faulty after 30 days, please contact our Helpline to arrange the return. Upon receipt, we will assess the fault and if confirmed will repair or exchange.

If we’re unable to repair or provide a suitable replacement, we’ll give you a full refund.

Faulty after six months and within the guarantee period

If your item becomes faulty after six months, please contact our Helpline to arrange the return, faults deemed to be the result of fair wear and tear or product misuse are excluded. Upon receipt, we will assess the fault and if confirmed we will repair the item before returning it to you. If the item is non-repairable, we will offer you a partial refund or discount on a replacement.

Guarantee period

We guarantee products are as described, free from faults and fit for purpose, for a minimum of 12 months, beginning on the date when you purchase the products from us. Some items have a longer guarantee period, or a manufacturer’s warranty, which is indicated in the product description on the shop.

Return postage costs

All items are returned to us at your own risk. You are initially responsible for the cost of returning the item to us; we will reimburse postage costs upon confirmation of the fault. To be reimbursed, you must provide us with proof of postage and costs incurred. If required, we will organise a courier to collect the item from you.

If it is a high-value item, we recommend returning it to us by Royal Mail’s “Special Delivery before 1pm” service or by courier, so that your parcel is insured against loss or damage. Please see Royal Mail’s website for full details of their delivery services including costs and insurance value coverage. Royal Mail will only cover items sent Articles for the Blind up to a maximum value of £46. If your return is lost in post, you will need to contact the carrier and follow their claims procedure.

We will not reimburse postage costs for unsuitable item returns.

How to return a product

Please contact our Helpline. If asked to return the item a member of our support team, please do the following:

  1. Securely package the order, either in its original postal packaging or something which provides equal or greater protection
  2. Include a note in ALL CAPS stating your order number and the reason for the return.
  3. Post the item to the address below.

Return Address: Disability Horizons, 3 Thompson Close, Quorn, LE12 8UY

Not following these steps will cause delays in processing your refund. If we do not receive your product back within 30 days of your returns case being opened, we will close the case.

Damaged goods and packaging

On receipt of your goods, please ensure you open the packaging carefully and keep hold of it until you’re sure that you are keeping the item. There is a returns label attached to your despatch note, please keep this safe. You will need to take good care of the item while it is in your possession.

Damaged packaging or goods

If the product is returned with user damage, or damage from insufficient packing for transit, we may be unable to give you a full refund or exchange and the product may be returned to you or a partial refund offered.

Missing items

If the product is returned to us with components missing, we may be unable to refund or exchange, returning the product to you. Where the missing component can be replaced you will be charged the cost. Where the item can be sold as used or refurbished with missing parts, there will be a deduction from your refund based on the new retail value.

Damaged in the post – seven days

If you receive an item which you believe has been damaged in the post, please contact our Helpline within seven days of receipt of the item to let us know. If asked to return the item a member of our support team, please post the item to the address in the section below, being sure to include a note in ALL CAPS stating your order number and the reason for the return.

On receipt of the item and confirmation of the postal damage, we will either refund or exchange. If the item is found not to be damaged, it will be returned to you.

How to contact Disability Horizons Helpline

Phone: 0800 567 7812

Email: shop@disabilityhorizons.com

Post: Disability Horizons, 3 Thompson Close, Quorn, LE12 8UY

 

9. When will my order arrive?

Due to the Covid-19 pandemic, we are experiencing some delays, particularly with Royal Mail, so please allow additional time for delivery.

Once you have placed an order with us, your items will be posted via Royal Mail 2nd Class delivery. If orders are made before 11 am, they will be processed the same day or next working day. Your product should then arrive within 2 to 3 working days.

Items travelling to Mainland Europe should arrive within 5 to 7 working days, whilst items dispatched to the USA, Australia, Japan and the rest of the world should take between 7 and 14 days to arrive.

All overseas orders are sent by Royal Mail Airsure. If you have ordered several items they may be sent from different suppliers and arrive in different deliveries.

If your item hasn’t arrived after the expected time, or your require something urgently, please visit our get in touch page.

10. I ordered some time ago – where is it?

We’re sorry your order has not arrived yet and are happy to investigate. It’s worth taking a look at the average waiting times (see question above) for different locations first to see if the wait is to be expected.

If your order has still not arrived, visit our get in touch page and we will look into it fully.

Please note that because of the Covid-19 pandemic, we are experiencing some delays with dispatch and delivery, particularly with Royal Mail.

Products sent by Royal Mail will not be refunded until considered lost by Royal Mail policies. This is 10 working days after the delivery due date.

11. I’ve been charged two postal fees – why is that?

We use several suppliers who will send your items directly from their warehouses. This means that there may be two (or more) shipping fees if your basket contains orders from several brands.

12. Can I recommend a product for you to sell?

Yes definitely. We are always interested in product reviews and new products you have found, so please visit our get in touch page for contact details and we will make enquiries.

13. What can I expect from your packaging, is it recyclable?

All our packaging is made from recycled materials when new. We try to reuse existing packaging from our suppliers and other sources whenever possible, so some of your packaging will be repurposed boxes, bubble wrap and paper to try to achieve the best environmentally protective, secure and safe packaging option we have available.

14. Can I cancel my order if I have already paid?

Yes, if the order hasn’t been sent. Please visit our get in touch page for details on how to contact us as soon as possible. If the order has not been sent we will provide you with a refund, minus any fees we have been charged from our payment processor (Paypal or Stripe).

15. Do the mask exempt cards and lanyards make me ‘mask exempt’?

The mask exemption cards and lanyards do not make you exempt and are not an absolute guarantee that you won’t be stopped or asked for more information. They are simply a visual aid to communicate to those around you that you are medically exempt – it is your responsibility to know whether you are mask exempt

We would recommend that you also have proof of or information about your condition with you, just in case you are asked for it.

16. How do I create a customer services ticket?

You can only create a ticket if your order was made after 23rd of July 2020. If you ordered before this date, please visit our get in touch page for details of how you can contact us.

If you made an order after the 23rd July, our system will have automatically generated a username and password for you. These will have been sent to you by email.

Once you have these details to hand, please follow the instructions below to create a ticket:

  1. Click the “My Account” tab located on the menu of our website (or in the main menu on mobile devices).
  2. You will be asked to log in. If you do not remember your log-in details, please click “Lost your password” located at the bottom of the log-in box.
  3. Once you have logged in to your account, please click the ‘Orders’ button located in the left-hand menu column.
  4. Next, locate the order you would like to contact us about by clicking the corresponding Get Help’ button.
  5. You will be greeted with a box entitled ‘Submit a new ticket’ where you can add the information about the problem with your order.

In the subject box, please summarise what your query is about, and provide more detailed information in the message box.

Once complete, click the ‘Open new ticket’ box below it. You will also receive an email confirming your ticket.

Once a member of our team replies to your ticket, you will receive an email notification, including a link to your updated ticket.

Please click the link in the email to access the updated information regarding your order, and also to reply if needed.

Alternatively, you can log in to your account any time and click ‘Orders’ and then the ‘Get Help’ button relating to the order you had originally enquired about. This will allow you to access your customer service ticket, read any updates and reply if needed.

17. What is the company address and company number for the Disability Horizons shop?

EQUIP-ABLE LIMITED
Company number 06348747

Registered office
Elverstone Large
Temple Chambers
16a Belvoir Road
Coalville
Leicestershire
LE67 3QE

Returns / Correspondence Address
Disability Horizons Shop
Cuthbert House
3 Thompson Close
Quorn
Loughborough
Leicestershire
LE12 8UY

Back to top button
Close
Close
Skip to content