Shipping, Returns & Refunds

Purchasing Terms & Policies

Effective Date: 01/01/2026
Motus Medical Ltd (“we”, “our”, “us”) is committed to providing transparent information about purchasing, shipping, and returns for all customers. This policy applies to orders delivered within Mainland Great Britain.

1. Shipping Policy

Shipping Destinations

We currently ship to Mainland Great Britain only (England, Scotland, Wales).
We do not ship to Northern Ireland, the Channel Islands, or international destinations at this time.

Shipping Costs

  • Free standard delivery is available on all non-prescriptive products delivered to Mainland Great Britain.

  • Some prescriptive or bespoke mobility products may require enhanced delivery services. Any additional delivery arrangements or costs will be clearly communicated before your order is confirmed.

  • There are no hidden shipping fees. All applicable delivery charges (if any) will be displayed prior to checkout.

Order Processing Times

  • Orders are typically processed within 1–3 business days (Monday to Friday, excluding UK public holidays).

  • You will receive a confirmation once your order has shipped.

Estimated Delivery Times

  • Standard items: 3–7 business days after dispatch

  • Large or specialist mobility equipment: 7–21 business days; delivery may require scheduling an appointment

Delivery times are estimates and may vary due to courier availability, product availability, or external factors.

Delivery Methods

  • Orders are delivered via reputable UK courier services.

  • Large items may require specialist delivery with curb-side or threshold drop-off, unless otherwise stated.

  • If an appointment is required, we will contact you directly to schedule delivery.

VAT & Pricing Information

  • Prices may be displayed excluding VAT where applicable.

  • VAT exemptions for eligible customers are applied in accordance with UK regulations.

  • The total price, including any applicable VAT, will be shown before checkout is completed.

Failed Deliveries

If delivery is unsuccessful due to incorrect address details or unavailability, re-delivery charges may apply and will be communicated prior to the next delivery attempt.

2. Returns & Refunds Policy

Return Window

You may return most products within 14 calendar days of delivery for a full refund, provided:

  • Items are unused and undamaged

  • Items are in original packaging

  • Return is initiated within the 14-day window

Custom-made or adapted products are non-returnable unless faulty.

How to Return Items

  1. Contact us via email (sales@motusmedical.co.uk) or phone (0800 799 9810) within 14 days of delivery to request a Return Authorisation (RA) number.

  2. Include your order number and reason for return.

  3. Pack items securely with the RA number clearly visible.

  4. Send the item via a tracked, insured courier (recommended).

Returns cannot be processed without a valid RA number.

Return Shipping Costs

  • You are responsible for return shipping unless the item is faulty or incorrect.

  • For faulty items, we reimburse standard return shipping after fault confirmation.

  • Missing packaging may incur a repackaging fee up to £100.

  • Special collection services for large mobility equipment will be communicated in advance.

Refund Timing

  • Once your return is received and inspected, refunds are processed within 10 business days.

  • Refunds are issued to the original payment method.

  • Returns that do not meet conditions may receive a partial refund.

Faulty or Incorrect Items

  • Notify us within 30 days of delivery for faulty or incorrect items.

  • Faults reported up to six months after delivery may be eligible for repair or replacement.

  • Return shipping for faulty items is covered after fault verification.

Exceptions & Fees

  • Custom/Bespoke/Prescriptive products: non-returnable unless faulty

  • Hygiene-related products: may not be returnable for safety reasons

  • Large mobility items: may require scheduled collection instead of standard shipping

  • Repackaging or restocking fees may apply if packaging/components are missing

3. Contact Information

For questions about shipping, returns, or refunds, contact us:

Motus Medical Ltd
📧 Email: Sales@motusmedical.co.uk
📞 Phone: 0800 799 9810
📍 Address: Motus Medical LTD, 19 Whitebridge Estate, Whitebridge Lane, Stone, Staffordshire, ST15 8LQ


Free shipping

Free Shipping for all non-prescriptive products

Customer service

0800 799 9810 Sales@Motusmedical.co.uk

VAT Exemption

All Prices shown are Including VAT. You may be eligible for VAT relief with qualifying medical conditions

Secure payment

Paypal secure payment portal