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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.
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...
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