Refund policy

Cancellations & Refunds

At Adapt Life we pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply such as made to order and custom orders, see below). 

We have product specific returns policies available on each products page. Simply scroll down and click on the "Returns" tab on the product page to view.

If you have questions, please send an email to sales@adaptlife.co.uk or call us at 0203 576 3028

Cancellations (Before Order Ships)

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. Reach agents during business hours at  0203 576 3028, the chat in the bottom right, or email sales@adaptlife.co.uk any time. 

Cancellations of Custom Orders

Custom or made to order products cannot be cancelled or refunded as these products are put into production specifically for your order. Custom and made to order products are all specified on the product page.

These units are custom made to your specification or created once you order. Once you place your order we start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom, or made to order, please contact us. 

All sales are final for Custom made and Made-to-order products.

Refunds and Returns

If you need to exchange your product, you may do so within 14 days of purchase. Items must be in new and original condition, packaged in the original product packaging when returned.  Engineer white glove delivery charges are non refundable and you, as the customer, are responsible for any shipping costs throughout any returns and exchange processes (unless your item is defective or damaged).

Most returns are subject to a restocking fee between 10%–20%, depending on the brand and product. If you would like to confirm the applicable restocking fee before making a purchase, please contact us.

As the majority of our products are classified as medical equipment, these fees help cover the costs of comprehensive product inspections, processing, and safe restocking and repackaging to ensure all returned items meet the highest quality, safety and hygiene standards.

Not all orders are available for return once they have shipped. We order our products directly from the manufacturer. Therefore, if the manufacturer will not permit us to return a product, we cannot offer you a return. This often varies on a case-by-case basis; please reach out to us if you would like specific information on your products prior to purchase. 

Bedding and bathroom products are non-refundable due to hygiene reasons (unless defective or damaged).

If your product has been installed or fitted, this cannot be returned (unless defective or damaged).

Due to drastically increasing LTL/freight shipping costs, any outright returns will incur return shipping charges. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product. 

Shipping Times

We promise to do our best to get your order to you as soon as possible.  We provideestimated shipping times on the product pages based upon what our suppliers and freight companies tell us, and those estimated shipping times may change or vary without notice (Due to supply chain issues, increased demand on shipping, factory/warehouse and dock workers and so on). 

Order delays have proven to be unavoidable and outside of Adapt Life's control. While this might be frustrating, we ask you to please be patient and understand that we give our best estimates on shipping times. We thank you for your business and appreciate your patience.

Please Read the Following

When you are making a purchase from Adapt Life, you are acknowledging the following of the Exchange Agreement:

• I understand I am toinspect the package upon delivery, note and take pictures if there is any damage.  This must be provided to Adapt Life within 24 hours of the product being delivered.
• I understand that I am responsible for the cost of return shipping and the cost of a new product shipping fee in the case of a refund or exchange. 
• I understand that products need to be returned in new condition, unused and in the original packaging. An additional restocking fee may occur.
• I understand that if my order has left the warehouse, I am unable to receive a full refund. 
• I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees.
• I understand that engineer white glove delivery charges are non refundable. 
• I understand that shipping date estimates outlined on product pages are estimates and may change due to factors completely outside the control of Adapt Life.
• I understand and agree that I will not cancel my order or file a chargeback for an order delay or because an estimated time provided to me turned out to be incorrect due to factors outside the control of Adapt Life (such as manufacturing and logistical constraints of our partner companies).

Damages

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery.  If your item(s) do arrive damaged please send photos of the damage, box and SKU, along with a brief description of the damage to sales@adaptlife.co.uk and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures or visible signs of exterior damage must be reported within 24 hours. 

Warranty

Warranties vary depending upon the manufacturer - see individual product pages for warranty details for specific products. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim. Find out more about product warranty here.

Returns

The Adapt Life default is that customers will be responsible for all return shipping charges or re-consignment fees caused by customer error unless otherwise stated on the product page. 

You have the right to return your products within 14 days of purchase. Items must be in new and original condition, and packaged in the original product packaging when returned.  You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes (unless your item is defective or damaged - please see below).

Some items may also incur a restocking fee if you wish to return your item. 

Nearly all of our products have guaranteed warranty policies - meaning that you will receive a 100% fully functional, operating product that you paid for without any extra expenses incurred on your end - please see individual product pages for details. 

BOGO Promotions

In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you use when placing your order.

All customers agree that they have read, understand, and agree to the terms and conditions above. 

Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details or contact sales@adaptlife.co.uk.

Chargebacks

Our team of agents are here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry.  We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive,please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!

Contact: sales@adaptlife.co.uk for any questions.

BY USING THE SITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, DO NOT USE THE SITE.