If you have a problem with a disability aid

A disability aid is a tool or device that helps you carry out daily tasks more easily and independently. For example, you might use hearing and vision aids, mobility vehicles, adjustable or orthopaedic chairs and beds, bath and mobility aids, stair lifts, or easi reachers.

If you’ve bought a disability aid and there’s a problem with it, you might be able to get a refund, repair or replacement.

If you’ve changed your mind

If there's nothing wrong with the disability aid but you've changed your mind, you might be able to return it if you act quickly. 

Check your rights if you've changed your mind about something you’ve bought.

If the disability aid is faulty 

If something’s wrong with an item you’ve bought, you might be able to:

• return it, get it repaired or get a replacement

• get money for extra costs you’ve spent 

• get compensation if the aid or installation damaged your home

If you bought the aid in the last 6 months, you can usually return it. 

Check if you can return a faulty disability aid using our online tool.

If you bought the aid more than 6 months ago, it’s unlikely the seller will give you a full refund. You might have rights if you have a warranty or guarantee for the disability aid.

Check how to claim using a warranty or guarantee.

If you paid any part of the cost by card or through PayPal

If the seller doesn’t solve your problem and you paid any part of the cost for the disability aid by card or PayPal, there are steps you can take to get your money back.

Check how to get your money back if you paid by card or PayPal.

If you’re unhappy about installation

If you’ve paid a person or business to do a service - for example, install a stair lift - and it hasn’t been done with care and skill, you can:

• ask them to do it again, if it’s possible

• ask for a discount

Check what to do if you're unhappy about poor service.

If you’ve been misled or pressured into buying a disability aid

You have the legal right to a refund if:

• you feel you were unfairly pressured into buying a disability aid you didn't want

• you were misled about the disability aid you bought

You might also be able to get compensation for distress or inconvenience.

It doesn't matter where you bought the disability aid - it can include door-to-door selling, telephone or online sales or in a shop. 

Check what to do if you were misled or pressured into buying something you didn’t want.

If you think you’ve been scammed

If you've been tricked into buying something by a fraudulent seller you've probably been scammed - find out how to report a scam.

If the seller doesn’t solve your problem

If you’ve approached a seller about a problem and you’re not getting anywhere, there are other steps you can take. You can complain and use ‘alternative dispute resolution’ to try and solve your disagreement without going to court.

Your first step is to gather evidence of the problem. For example, you should take photos of the disability aid and collect copies of receipts or any other proof. It’s worth keeping the originals in case you need them later.

Check how to solve an ongoing consumer problem with a seller.

Further help

Contact the Citizens Advice consumer service if you need more help. A trained adviser can give you advice over the phone or online chat.