Terms and Conditions

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PLEASE READ THESE TERMS OF SALE CAREFULLY BEFORE PLACING YOUR ORDER AND RETAIN A COPY OF THESE TERMS AND YOUR ORDER FOR FUTURE REFERENCE.

Ordering & Payments

You can place your order safely and simply on-line or through our friendly Sales Team, either over the phone or in person. We accept online payments in a secure environment using Secure Socket Layering technology (SSL) by credit or debit card via Stripe or PayPal. This means that on any page where you enter your personal information such as credit card details, the information sent to us is encrypted to safeguard your details. Encryption prevents other internet users from accessing this information.

We have implemented a number of measures to ensure our site and your details are as secure as possible. When you send us your personal information, the link between your PC and our server is encrypted using industry standard methods (SSL). Once your information reaches our server the card details are further encrypted before being stored on our secure sever behind its firewall.

All orders are processed by our Sales Team who are fully compliant with both Data Protection and Computer Misuse Acts.

All orders outside the UK mainland (including N Ireland) will be subject to an additional shipping fee, please contact us via telephone to confirm the exact amount.

All personal information gathered is for the sole purpose of processing customer orders and is not passed to any other party.

Please note that no products will be dispatched until paid for in full (including any postage).

If you encounter any problems whilst ordering from Roll Group please contact us via e-mail at [email protected] or via telephone on 01752 841879.

VAT Relief

Individuals who are chronically sick or disabled and whose products are for personal use, along with charities where the products are made available to a disabled person for their own personal or domestic use, may be eligible for VAT relief. To qualify for VAT relief you must ensure the VAT Relief checkbox is ticked, along with stating the precise medical condition at the time you place your order. Assuming you meet the criteria, VAT will not be added - unless a particular product has compulsory VAT. Orders that are received without ticked exemption will incur the VAT charge, which will be highlighted clearly to you through our shopping calculator.

Completed VAT Relief Declarations by customers are accepted as prima facie evidence by the that a valid medical condition exists for relief under The VAT Act, and no VAT will be charged on the goods purchased. If, at a later date, HMRC disputes the validity of the medical condition, you will be liable to pay the appropriate VAT that should have been applied. Under these circumstances, Roll Group reserves the right to demand that you pay the VAT amount that is due.


Fraud Protection

In some instances, Roll Group will contact you via telephone after an order has been placed on the site. You will be requested to confirm details of the order and answer some security questions. This will allow the order to then be processed and dispatched promptly to you. Roll Group will never request you to confirm your registration password you use to log into your account.

If you receive a suspected fake Roll Group e-mail, discover a spoof Roll Group website, or if anything raises your suspicions, please report it to us at [email protected] forwarding any suspicious e-mails including the full headers directly.

Damage On Delivery

Goods damaged in transit must be reported immediately by signing the delivery note 'Damaged On Arrival'. You MUST inform Roll Group as soon as possible on the SAME DAY as delivery/receipt of the goods. Any damaged goods must be retained by the buyer for inspection. If the delivery note is signed without the comment ‘Damaged On Arrival’ the seller cannot be held responsible for damages. Customers may be requested to supply photos of the damage sustained during delivery.

Guarantee

Manufacturer warranties and Roll Group warranties do not affect your consumer rights.

The majority of our products are guaranteed for twelve months by the manufacturer.

If you experience any problems with the product(s) please contact our customer services team 01752 841 879 or alternatively you can email us via [email protected] we will be able to advise you on the best course of action. This can sometimes speed up the process as it may be possible for us to repair the item at your address or order replacement parts whilst we are awaiting your item at our workshop.

Should you encounter a failure in your products we are able to offer a repair service through the manufacturer warranty. In the case of such a failure it is the customers responsibility to return the item to our office at which point the warranty repairs and cost of returning the item to you will be completed free of charge.

If you have difficulties in returning the item to us we are able to offer a collection and return service at a cost of £95.

Please note that punctures on scooters, power chairs and wheelchairs are not covered under the manufacturer warranty. Similarly the failure scooter bulbs are not covered by warranty. Our warranty does not cover items used outside of Mainland UK and does not include the cost of the hire of a replacement product(s). For items purchased outside of mainland UK, we can provide a return to base warranty at our discretion and at your cost.

Our warranty provide coverage only if you maintain or use the product as directed. For example, our warranty covers only personal uses - as opposed to business uses - of the product. If there are multiple users of the product then we would not cover any product faults. If you have made any modifications to the product then this invalidates the manufacturer's warranty and Roll Group’s guarantee.

Repairs

If you have a problem with your scooter that is not covered under warranty we are able to undertake repairs for you at your cost. Again it is your responsibility to return the item to us or an engineer can collect the item at a charge of £95

Descriptions

Every effort has been taken to ensure that the products supplied by Roll Group correspond as closely as possible to the pictures and descriptions illustrated on our website and brochure, but they may vary due to the unique characteristics and variation of materials. Roll Group are not responsible for any such variations, including but not limited to the following:

  • Product colour and shade may vary from one manufacturing batch to another.
  • Fabric patterns are not matched unless stated on labelling.
  • Leather is a natural material with unique characteristics such as shade variation, random scars and blemishes.

We reserve the right to make any changes to product descriptions/specifications (internal or external) and any other changes where necessary.

Please check the details of the products shown on promotional publications or offers before ordering as products may differ from catalogue to website to store.

Price Information

The price of the goods is the price set out on the website. All prices are shown in Pounds Sterling. The price of the goods is exclusive of VAT unless stated otherwise.

The price of the goods is exclusive of the costs and charges of packaging, insurance and transport of the goods, which shall be invoiced to you separately.

Where the 'In-Store Price' is listed, this refers to the current price in Roll Group showrooms. On occasions, the prices payable and promotions offered online may differ from those prices and promotions offered at the same time in Roll Group showrooms. We are under no obligation to honour any in-store price or promotion that differs from those online. Similarly, Roll Group showrooms are under no obligation to honour any online price or promotion that differs from the in-store price.

Special Offers and promotions advertised in the press or other media may be excluded from the site unless specifically advertised as available online. All offers are subject to availability and while stocks last. This includes all offers advertised via official Roll Group social media channels.

Offers cannot be used in conjunction with one another. Where more than one offer is available on the same product only one discount will apply. The offer giving the greatest saving will be applied in the basket. Equally, voucher code offers cannot be used in conjunction with any other promotional offer.

Every effort is made to ensure that prices shown for products are correct when the products are added onto the Roll Group site. If, by mistake, we have under-priced a product, we will not be obliged to supply that product to you at the stated price, provided that we notify you before we despatch the product to you. In those circumstances, we reserve the right to cancel your order. In the event we cancel your order, we will notify you and give you a full refund on any amount already paid for that product.

Buy with Confidence

Whenever you shop with Roll Group, you can rest assured that we adhere to the highest standards in customer care. We regularly check to ensure we are operating to the highest standards recommended by trading standards professionals.

Should you have any reason to not be completely satisfied, we will always endeavour to resolve any dispute as swiftly as possible using our own complaints procedure.

Returns & Exchanges

Note: Your statutory rights are not affected in any way.

We hope you're happy with every purchase you make from Roll Group, but if this isn’t the case we hope to make the returns process as simple as possible.

  • You have the right to return your order within 14 calendar days of receiving the goods. After this period we cannot accept any returns.
  • To cancel your order you must contact us via telephone or email within 7 days of receiving the goods to notify us of your decision to return them. You then have a further 7 days to return them.
  • To receive a full refund (minus administration charge) the product(s) must be returned complete, unused, in an undamaged state and in the original packaging.
  • We sadly cannot refund delivery/ return costs, details on return costs are below.
  • If the product(s) are not returned in their original condition, Roll Group reserves the right to charge for repair or replacement of any product(s).
  • We're happy for you to unpack the item and inspect it properly. However, if you’ve used or installed it we will only make a partial refund to cover the loss in value of the product. This could be up to 50% of the price of the item. This charge may include the cost of parts, materials, labour and any subsequent loss to Roll Group.
  • If on return of the goods, whether by post, self-delivery or courier, we find that necessary packaging is missing then we reserve the right to charge an £80 fee to repackage the product(s).
  • Unfortunately we cannot accept returns on product(s) that are Made to Order, have been specially adapted to suit your requirements. A refund can only be given if the product(s) arrives faulty, damaged or incorrect.
  • You can return the product(s) to one of our showrooms within 14 days of original delivery to receive a full refund (excluding delivery charge). This excludes items purchased through the showroom whereby a credit note will be issued.

Here are our full contact details should you need to contact us:

Telephone:

01752 841879

E-mail:

[email protected]

Postal Address:

Roll Group Ld
Unit 4 Prideaux Close
Tamar View Industrial Estate
Saltash
Cornwall
PL12 6LD

Engineered Collection Policy

Where goods need to be dismantled to enable return we can arrange to send a mobility technician to collect the product from you at a convenient time.

  • If this service is needed, please notify us by phone or in writing within 14 days of the product being delivered.
  • By ordering this service you agree to pay a cost of £95 (confirmed beforehand) as an engineer service fee.

Collection Return

  • If your product(s) were delivered by Standard Delivery and you wish to return them via courier you’ll incur one of the following charges, depending on the product.
  • At Roll Group we strive to save you as much money as possible. However, the administration charges below are incurred by ourselves when we arrange a courier to collect your item, so if you select a returns collection you are agreeing to pay this returns fee.

To download and print a copy of our returns form, please click here.

All refunds will be processed within 14 days following receipt of goods.

Administration Charges

Orders Under £30:-

£6.00

Manual Wheelchairs:-

£25.00

Rollators

£25.00

Mobility Scooter:-

£50.00

Recliner Chair:-

£50.00

Powerchair:-

£50.00


Battery Maintenance

Batteries and chargers have a 12 month manufacturer’s guarantee. If you have an engineered delivery you will be asked to sign to confirm that you are satisfied with your product. With a standard delivery Roll Group cannot take any responsibility for products assembled or fitted incorrectly. If a product does not function properly on arrival, please call Roll Group immediately for guidance.

Chargers: If you experience a problem with your charger it will be necessary to inspect it before considering a replacement. We will collect the charger for testing and if it is found to be faulty, we will arrange a replacement.

Batteries: If you detect a problem regarding the loss of performance of your scooter, in the first instance it will be necessary for you to have the batteries ‘drop tested’. This can be carried out by a mobility shop, a garage, or Halfords. A copy of the ‘drop test’ will need to be either emailed or posted to Roll Group and, if the batteries are found to be faulty, we will replace them under warranty. Please be advised that Roll Group cannot take responsibility for the day to day maintenance of customers’ scooters and it is recommended that scooters/power chairs and rise recliners are serviced once a year. In addition, parts which are subjected to normal wear and tear, accidental damage, neglect or misuse are excluded from the manufacturer’s warranty. Normal wear and tear includes tyres, chassis covers, bulbs and seat coverings. Guarantees are non-transferrable. Failure to maintain the brushes in the motor could void the scooter or power chair warranty. These should be inspected every six months or sooner if your scooter is not operating smoothly. Any inspection or maintenance should be carried out by an engineer. Controllers should be kept clean and protected from water and rain. Roll Group is unable to accept responsibility if; A scooter, power chair or rise recliner is not maintained as per the manufacturer’s guidelines laid out in the user manual; Failure to use the manufacturer’s parts or; If any alterations or amendments have been carried out on the product.

To ensure that batteries are kept in best condition please read our guide below:-

When you first install your new battery, place it on charge for at least 24 hours. If your vehicle is to be stored for any length of time, firstly charge fully, then disconnect the battery. Battery charging technology has changed considerably over recent years. Mobility scooter batteries (especially gel/sealed batteries) now offer more power for their size and provide longer performance. Try wherever possible to fully use your battery before charging and then fully charge before re-use. Always use the correct charging system for the batteries. Never use car chargers on gel batteries. Never completely discharge your battery. Warning! Batteries can be hazardous. All batteries - wet, sealed and gel units, contain lead and sulphuric acid, both are highly toxic and sulphuric acid is highly corrosive.

Battery Charging

Here are some simple rules for proper battery charging:-

Use the manufacturer's automatic charger for all routine charging. Leave the automatic charger turned on whenever possible, you cannot over-charge a battery when using automatic 3 stage chargers (the one supplied with your product).

Never run batteries completely flat.

With smaller travel scooters fully charge after each use.

We stock a range of mobility scooter battery chargers suitable for most makes of mobility scooters from 2amp/hour upwards to 8amp/hour. All of these chargers are fitted with the industry standard round 3 pin plug unless requested otherwise.

Battery Life

Your battery will wear out with age or frequency of use. As the battery gets older your mobility scooter will travel more slowly or for shorter distances. If you use your mobility scooter very regularly then the battery will obviously wear out faster.

Distance

The distance you can expect from fully charged batteries will be greatly influenced by weight and terrain.

How Often Should You Charge?

Daily users - charge daily after use. Your scooter will then be ready each morning to give normal service.

If you use your scooter infrequently (once a week or less), charge the batteries once a week for 12 to 14 hours.

Smaller travel scooters’ batteries should be fully charged after each use.

Remember to always remove the key from your scooter so it is not accidently left activated.

Battery Storage

Store batteries fully charged. Check once a month and recharge as needed. Wet batteries can hold their charge for up to three months, sealed models six to twelve months. Remember, if storing your chair/scooter/rise recliner for longer than a few weeks, it's best to charge the batteries and then disconnect them.

Undercharging: A battery operated with insufficient charge over a long period of time may develop sulphate on the plates. This sulphate is dense and hard, and cannot be readily converted to normal active material again. In this condition the battery is unable to deliver its full power.

Privacy Policies

Roll Group are committed to protecting your privacy. We will only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998). We collect information about you for two reasons: firstly, to process your order and secondly to provide you with the best service possible. We will not e-mail you in the future unless you have given us your content. We will give you the chance to refuse any marketing e-mails from us in the future.

The type of information we will collect about you when you place an order or register on our website includes:

Name

Address

Phone number

E-mail address

This information is stored on our internal systems and our website simply verifies you as a customer of Roll Group. We will never collect sensitive information about you without your explicit consent. The information we hold will be accurate and up to date. You can check the information that we hold about you by contacting us. If you find any inaccuracies we will delete or correct it promptly. The personal information that we hold will be held securely in accordance with our internal security policy and the law. We may use technology to track the patterns of behaviour of visitors to our site. We use the information you provide for the following purposes:

Aid strategic development

Audit usage of the site

Providing the best possible service processing any orders you may have made

Providing you with information about products and services we offer

If you have any questions or comments about your privacy you can e-mail us: [email protected].

Roll Group maintains a strict privacy policy in full accordance with the Data Protection Act 1998.

Unless otherwise stated, all rights, including copyright, in the content, text and graphics of these Roll Group web pages are owned and controlled for these purposes by Roll Group Ltd. You are not permitted to copy, broadcast, download, store, transmit, show or play in public, adapt or change in any way the content of these Roll Group pages for any other purpose whatsoever, in any medium, without the prior written permission of Roll Group Ltd.

In accessing Roll Group web pages, you agree that you may only download the content for your own individual and non-commercial use.

Use Of Information

We use information held about you in the following ways:

To ensure that content from the website is presented in the most effective manner for you and for your computer.

To provide you with information, products or services that you request from us or which we feel may interest you, where you have consented to be contacted for such purposes.

To carry out our obligations arising from any contracts entered into between you and us.

To allow you to participate in interactive features of our service, when you choose to do so.

To notify you about changes to our service.

We may also use your data, or permit selected third parties to use your data, to provide you with information about goods and services which may be of interest to you and we or they may contact you about these by post.

If you are an existing customer, we will only contact you by email or post with information about goods and services similar to those which were the subject of a previous sale to you.

If you are a new customer, and where we permit selected third parties to use your data, we (or they) will contact you by post only if you have consented to this.

If you do not want us to use your data in this way, or to pass your details on to carefully selected third parties for marketing purposes, please tick the relevant box on the payment form or if you are an existing customer email us on [email protected] requesting to "opt out from third party mailings".

Your Consent

By submitting information to Roll Group you consent to the collection and use of this information by Roll Group and its Service Provider (if any) in the fulfilment of your order.

By entering into an agreement with us when you place an order you have consented to this use of your data (where applicable). You may ask us at any point not to share your information with third parties for this purpose by contacting [email protected] and providing your customer account number.

If we decide to change our privacy policy we will post changes on this page so that you are aware of what information we collect, how we use it and under what circumstances we disclose it.

Disclosures

We occasionally make our mailing lists available to carefully selected companies that we feel will be of interest to our customers. Please note: we never release phone numbers or email addresses.

However, we will not pass your information to any third parties without your permission. You can also e-mail us to stop receiving information about us or to find out more information about our Privacy Statement by e-mailing us: [email protected] Groupco.uk.

Improving Our Service

To better tailor our services to our customers' needs, we use non-identifying and aggregate information to help us make decisions on how to improve Roll Group We also share this generic information with our advertisers and other interested, reputable parties with whom we have established a formal business relationship. For example, we may tell advertisers which areas of the site have received the most customer traffic overall, or more specifically, how many customer types have visited certain pages. However, we do not disclose the identifying information of individual customers with advertisers. We also do not use or share the personally identifiable information submitted to us by any other means without providing our customers the choice to opt-out or otherwise bar such unrelated uses.

Promotional Offers

From time to time we offer promotional codes to reduce the price of products or give away a free item with a purchase. Voucher codes must be entered at checkout in order for them to apply.

Voucher codes can only be used for purchases made on our website. Orders placed over the telephone are not eligible for these offers and promotions.

Only one promotional code can be applied on each individual order.

Promotional codes are only available for eligible orders placed during the period which the promotion has been determined to run to. Any orders falling outside of this period will not be eligible for the promotion.

When the order is placed the correct promotional code must be used or the promotion will not be applied.

When an order which has a promotion applied to it is refunded the final amount paid for the

order will be refunded. No extra amount will be refunded on a saving accrued as a result of a promotion being applied nor will the value of a free item be refunded.

Once a promotion has been applied this cannot be replaced with another promotion that the order is eligible for after the order has been placed.