Website and In‑Store Terms and Conditions of Sale

These are the terms and conditions on which we supply products to you when you buy from us in our shop or via our website (www.fox-mobility.co.uk). Please read these terms carefully before you place an order.

1. Information about us and how to contact us
1.1 We are Foldyard Services (East Yorkshire) Limited trading as Fox Mobility, a company registered in England under company number 9030648. Our registered office is 110–112 Walkergate, Beverley, East Yorkshire, HU17 9BT. Our VAT number is 188 6040 82.

1.2 You can contact us by telephoning 01482 887799, by emailing info@fox-mobility.co.uk or by writing to us at 110–112 Walkergate, Beverley, HU17 9BT.

1.3 If we need to contact you, we will normally do so by telephone, email or post using the details you provide with your order.

1.4 When we use the words “writing” or “written” in these terms, this includes email.

2. Our contract with you
2.1 Our acceptance of your order takes place when we confirm that we are able to provide the product (for example, verbally in store, by order form, or by order confirmation email for website orders). At that point, a contract will come into existence between you and us.

2.2 If we are unable to accept your order, we will inform you and will not charge you. This may be because the product is out of stock, because of an error in the price or description, or because we cannot meet a delivery deadline you have requested.

2.3 We only sell and deliver to addresses in the UK. We do not accept orders from or deliver to addresses outside the UK.

3. Products
3.1 The images of products in our brochure, catalogue or on our website are for illustrative purposes only. Although we try to display colours accurately, we cannot guarantee that your device’s display or printed colours reflect the exact colour of the products. Product packaging may also vary.

3.2 If we are supplying products to measurements you have given us, you are responsible for ensuring that those measurements are correct.

4. Your rights to make changes
If you wish to make a change to a product you have ordered, please contact us as soon as possible. We will let you know if the change is possible and about any impact on price, delivery or installation. In some cases there may be a charge for changing or cancelling your order.

5. Our rights to make changes
5.1 We may make minor changes to products to reflect changes in relevant laws and regulatory requirements or to implement minor technical adjustments and improvements that do not affect your use of the product.

5.2 If a manufacturer notifies us of a more significant change to a product you have ordered, we will tell you as soon as reasonably practicable. You may then contact us to cancel your order and receive a full refund if you do not wish to proceed.

6. Providing the products
6.1 If a product requires delivery and/or installation or assembly, we will inform you of the applicable costs during the order process or on your invoice.

6.2 During the order process we will let you know when we expect to supply the products and, where applicable, install or assemble them. If there is a delay in receiving products from our suppliers, we will contact you with a revised estimated date.

6.3 If our delivery of products is delayed by an event outside our control, we will contact you as soon as possible to let you know and will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by such events. If there is a risk of substantial delay and you do not wish to wait, you may contact us to end the contract and receive a refund for any products you have paid for but not received, except where the products fall within clause 11.6 (no right to change your mind) and have already been specially ordered or produced for you.

6.4 If you have asked to collect products from our premises, you can do so during our opening hours (as displayed in store and on our website). Unless we agree otherwise, you must collect products within 7 days of being notified that they are ready. If you do not, we may charge storage costs or sell the products to another customer.

6.5 If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave a note with information on how to rearrange delivery. Additional delivery or storage charges may apply.

6.6 If you do not rearrange delivery or collection after a failed delivery, we may contact you for further instructions and may charge you for storage and any further delivery costs. If we are unable to contact you or re‑arrange delivery or collection, we may end the contract (see clause 9).

6.7 If you have requested installation and you do not allow us or our installer access to your property without a good reason, we may charge you for any additional costs we incur. If we cannot contact you or re‑arrange access, we may end the contract (see clause 9).

6.8 The products will be your responsibility from the time we deliver them to the address you gave us or when you (or a carrier or third party organised by you) collect them from us.

6.9 You own the products once we have received payment in full.

6.10 We may need certain information from you to supply and, where applicable, install products (for example, measurements of aspects of your home, or your own height and weight). If you do not provide this information within a reasonable time, or you provide incomplete or incorrect information, we may either end the contract or charge a reasonable additional amount for extra work. We will not be responsible for any delay or failure caused by you not giving us the information we need.

6.11 We may have to suspend the supply of a product:

to deal with technical problems or make minor technical changes,

to update the product to reflect changes in relevant laws and regulatory requirements, or

to make changes requested by you or notified by us.

7. Your rights to end the contract
7.1 You can end the contract for a product before it has been delivered, installed (if applicable) and paid for, except for products covered by clause 11.6. You may contact us at any time before delivery/installation, but we may charge you in some circumstances (see clauses 7.2 and 7.3).

7.2 If you are ending the contract for one of the reasons below, the contract will end immediately and we will refund you in full for any products not provided or not properly provided:
a) we have told you about an upcoming change to the product and you do not wish to proceed;
b) we have told you about an error in the price or description of the product and you do not wish to proceed;
c) there is a risk that supply may be significantly delayed because of events outside our control;
d) we have suspended supply for technical reasons, or we notify you that we are going to suspend it for technical reasons, for a period of more than 60 days; or
e) you have a legal right to end the contract because of something we have done wrong.

7.3 If you end the contract without a good reason under clause 7.2, the contract will end immediately and we will refund any sums paid for products not provided, but we may deduct or charge reasonable compensation for the net costs we will incur as a result.

7.4 If you end the contract after products have been dispatched and they cannot be recalled, you must return them to us. If you are ending the contract for one of the reasons in clause 7.2 or because you are exercising your legal rights, we will pay the reasonable costs of return. In all other circumstances you must pay the costs of return.

8. Our rights to end the contract
8.1 We may end the contract for a product at any time by writing to you if:
a) you do not make any payment to us or we are unable to collect payment when it is due and you still do not pay within 7 days of a reminder;
b) you do not, within a reasonable time of us asking, provide the information we need to provide the products (for example, measurements); or
c) you do not, within a reasonable time, allow us to deliver and install the products, or collect them from us.

8.2 If we end the contract in the situations above, we will refund any money paid in advance for products we have not provided, but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

8.3 We may write to you to let you know that we are going to stop providing a product. We will give you as much notice as reasonably practicable and will refund any sums paid in advance for products that will not be provided.

9. If there is a problem with the product
9.1 You should inspect products within 72 hours of delivery or collection and tell us promptly about any problems.

9.2 If you have any questions or complaints about a product, please contact us by telephone on 01482 887799, by email at info@fox-mobility.co.uk or by writing to us at the above address. You can also speak to us in‑store.

9.3 We are under a legal duty to supply products that conform with the contract. Your legal rights vary depending on when a fault occurs; they may include a right to repair, replacement, price reduction or refund under the Consumer Rights Act 2015.

9.4 If you wish to exercise your legal right to reject products, you must either return them to us in person, post them back to us or, if they are not suitable for posting, allow us to collect them from you.

10. Your right to change your mind (cancellation for distance/online sales)
10.1 In addition to your legal rights, we offer a goodwill guarantee: if you change your mind about a product (other than those listed in clause 10.3/11.6) either before it is delivered or within 14 days of receiving it, and the product is unused and in its original packaging, please contact us to arrange a full refund. If you have received the product, you must return it to us at your own expense unless clause 7.2 applies.

10.2 If you have purchased as a consumer online or off‑premises, you may also have a statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This usually allows you 14 days from the day after delivery to cancel most distance contracts. To exercise this right, please contact us using the details in clause 1.2, clearly stating your decision to cancel and providing your name, address, details of the order and, where available, your phone number and email address.

10.3 Your statutory and goodwill cancellation rights do not apply to certain products, including:
a) products which are bespoke, personalised or made to your specifications or measurements;
b) products sealed for health protection or hygiene purposes, once unsealed after delivery;
c) mobility scooters that have been registered; and
d) products which are mixed inseparably with other items after delivery.

10.4 If you cancel under this clause, we will refund you the price paid for the products and, where applicable, the standard delivery cost, in accordance with the applicable law and within the relevant statutory time limits, subject to any permitted deductions for use, damage or diminished value.

11. Price and payment
11.1 The price of the product (which includes VAT where applicable) will be the price shown on your invoice at the date of your order, unless we have agreed another price in writing. We take reasonable care to ensure prices are correct. Please see clause 11.4 if we discover an error.

11.2 Many of the products we sell may be eligible for VAT relief if you are chronically sick or disabled and the goods are for your personal or domestic use. You will need to sign a declaration if you believe the product should be zero‑rated. Please contact us if you have any questions about VAT on our products.

11.3 Where VAT is payable, if the rate changes between your order date and the date we supply the product, we will adjust the VAT you pay unless you have already paid in full before the change takes effect.

11.4 It is possible that some products may be incorrectly priced. We normally check prices before accepting your order. If the correct price is lower than the stated price, we will charge the lower amount. If the correct price is higher, we will contact you to ask whether you wish to proceed. If a pricing error is obvious and could reasonably have been recognised by you as such, we may end the contract, refund any sums paid and require return of the products at our expense.

11.5 We accept payment by cash, cheque and most Visa/Mastercard credit and debit cards (excluding American Express). Unless we agree otherwise, you must pay for products (including delivery and installation costs) before we dispatch them or before collection. For bespoke products, payment is required at the time you place the order.

11.6 If you do not make payment when due, we may charge interest on the overdue amount at 8% per year, accruing daily from the due date until the date of payment, whether before or after judgment. You must pay interest together with the overdue amount.

11.7 If you think an invoice is wrong, please contact us promptly. You will not have to pay interest until the dispute is resolved. Once resolved, we may charge interest on correctly invoiced sums from the original due date.

12. Our responsibility for loss or damage suffered by you
12.1 If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill.

12.2 We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen (for example, if you discussed it with us during the sales process).

12.3 We do not exclude or limit in any way our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or that of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products (including the right to receive goods as described, of satisfactory quality, fit for any particular purpose made known to us and correctly installed where we install them); and for defective products under the Consumer Protection Act 1987.

12.4 We only supply products for domestic and private use. If you use products for any commercial, business or re‑sale purpose, we will have no liability to you for loss of profit, loss of business, business interruption or loss of business opportunity.

13. How we use your personal information
13.1 We will use the personal information you provide to us to supply products to you, to process your payment and to manage your order and any after‑sales services.

13.2 We will only give your personal information to third parties where the law requires or allows us to do so, or where this is necessary to process your order (for example, payment service providers, delivery companies or installers).

13.3 Further information about how we collect, use and protect your personal data, including your rights, is set out in our Privacy Policy and Cookies notice available on our website. By placing an order in‑store or via our website, you acknowledge that your personal data will be handled in accordance with those documents.

14. Other important terms
14.1 We may transfer our rights and obligations under these terms to another organisation. We will notify you if this happens.

14.2 This contract is between you and us. No other person has any rights to enforce any of its terms.

14.3 Each paragraph of these terms operates separately. If any court or relevant authority decides that any part is unlawful, the remaining paragraphs will remain in full force and effect.

14.4 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do something you are required to do, or delay taking steps against you for breaking the contract, that does not mean you do not have to do those things and it will not prevent us taking steps later.

14.5 These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland, you can bring proceedings in either the Scottish or English courts. If you live in Northern Ireland, you can bring proceedings in either the Northern Irish or English courts.

14.6 If you are not happy with how we have handled a complaint, you may be able to use an alternative dispute resolution (ADR) service. Details of any ADR provider we use and how to access their services will be provided on request. Using ADR does not affect your right to bring court proceedings.