A mother who bought a £435 wheelchair for her disabled daughter from Lifestyle & Mobility is devastated after the store refused a refund following her daughter's sudden death. The wheelchair, never used, remains a painful reminder of her loss.
The Heartbreaking Situation
JS from Bournemouth purchased the wheelchair for her 46-year-old daughter, who was hospitalized for tests. She planned to use it for outings after discharge. Tragically, her daughter's condition worsened, and she died two days later. The wheelchair never left the car boot.
Despite begging Lifestyle & Mobility for a refund—even a partial one—the company refused, citing its policy of only refunding faulty or mis-sold products. The mother tried selling the wheelchair privately for three months without success.
Lifestyle & Mobility's Policy
The company stated: “Given the nature of our business, we are regrettably familiar with circumstances of the sort this customer is experiencing. Be assured that we take no pleasure in having to apply the above criteria in such cases.” However, its terms and conditions allow for goodwill variations at the company's discretion. When asked why discretion wasn't used in this exceptional case, the company did not respond.
Comparison of Return Policies
| Retailer Type | Return Policy | Compassionate Consideration |
|---|---|---|
| Online Retailers | 14-day cooling-off period (statutory) | Often flexible |
| Lifestyle & Mobility (in-store) | Only faulty or mis-sold items | Refused in this case |
| Other Local Stores | Varies; often discretionary | May offer exceptions |
Key Takeaways for Consumers
- Check return policies before purchasing in-store; they often lack cooling-off periods.
- Consider buying online for statutory protections, including a 14-day refund window.
- Request compassion in writing if facing extenuating circumstances.
- Sell privately as a last resort, but be aware of market challenges.
How to Protect Yourself
Always ask about a store's refund policy before buying, especially for high-cost items like wheelchairs. If buying in person, request a written agreement for returns in case of emergencies. Online purchases offer more legal protection under consumer rights laws.
For bereaved families, the emotional toll of keeping an unused item can be immense. Seek support from consumer advocacy groups if a retailer refuses a reasonable request.
FAQ
Can I return an unused wheelchair to Lifestyle & Mobility?
Lifestyle & Mobility only accepts returns for faulty or mis-sold products. Unused items are not eligible unless the store exercises discretion, which it rarely does.
What are my rights if I buy a wheelchair online?
Online purchases in the UK have a statutory 14-day cooling-off period, allowing you to return the item for a full refund, even if it's not faulty.
How can I get a refund after a family death?
Contact the retailer in writing, explain the circumstances, and request a goodwill refund. If denied, escalate to consumer protection agencies or seek media attention.
What should I do if a store refuses a compassionate refund?
Try selling the item privately, but also file a complaint with the Citizens Advice Bureau or Trading Standards. Sharing your story publicly may pressure the company to reconsider.
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