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FAQ
Customer Questions
What are your delivery lead times?
It depends on the product you order. A simple order such as RMS accessories are held in stock and can be dispatched quite quickly, usually within 5 working days - if it is a bespoke item such as a seating system, or items ordered from external suppliers, this may take between 2 and 12 weeks. We will contact you once your order is placed to give you a more accurate lead time.
What is a prescriptive item?
This is an item that is made unique to each users needs. Although all our products - including prescriptive ones - can be purchased on the website, we highly recommend that those marked as prescriptive items (in our Product Builder) have an assessment carried out by one of our product specialists. We cannot accept any returns for items ordered in the wrong size or that are incompatible with the end user.
Can I return an item?
Unfortunately not. A lot of our products are made to measure meaning they are unique to each person and therefore can’t be returned. If you have a product you believe can be returned we may accept it if it is unopened and unused - call 01795 477280 to talk to us.
Can I change an order I’ve already placed?
You can, but it may result in extra charges and delays. Once we have started manufacturing a product it becomes hard to change that process, especially if some components need to be replaced. We ask that everyone checks their order thoroughly before purchase.
Am I eligible for VAT exemption?
If you are registered disabled - or are the carer, parent or guardian of someone who is registered disabled you will be exempt from paying VAT. If you are a registered charity with a UK charity registration number you will also not have to pay VAT. There is a simple form to fill out at checkout to apply this discount.
Do you have a guide for VAT exemption?
VAT Exemption Guide for RMS Products
When it comes to VAT exemption for disability, it is essential to understand the eligibility criteria and the types of products covered. Here is a breakdown of what you need to know:
Eligibility Criteria:
As a customer, you must meet specific eligibility criteria to claim zero-rating for VAT. These criteria include:
Being chronically sick or disabled.
Purchasing goods for personal or domestic use.
Ensuring that the goods and services are eligible for zero-rating.
Eligible Customers:
Individuals who are chronically sick or disabled qualify for VAT exemption. This includes individuals with physical or mental impairments that have a long-term and substantial adverse effect on their ability to carry out everyday activities.
Charities registered with the Charity Commission can also claim VAT exemption for eligible products purchased for the personal or domestic use of disabled individuals.
Who Can Claim VAT Exemption:
Customers...
How do I apply for a trade account?
You can apply for a trade account by filling out this form on the website. You can also look at our interactive map on our contact us page and get in contact with your local Product Specialist to see if you would be eligible for a trade account.
Please, mind that only logged in users can submit questions
