FAQs

Below are our most frequently asked questions which we have answered for you.

If you have a question which isn’t answered here, please contact us using the methods at the bottom of the screen.

Contacting Us

Q: How can I contact you?

Please call our Customer Service department on 0333 200 1337 or email enquiries@snowdropindependentliving.co.uk.

Q: Where can I find my nearest showroom?

We currently have seven showrooms across the UK in:

Wales:
Haverfordwest, Swansea, Cardiff, and Penarth

West Midlands:
Birmingham (Hall Green), Brierley Hill and Wolverhampton

Click here for individual showroom information.

Q: What are your opening hours?

Click here for showroom opening times near you.

Online Shop

Q: What should I do if the item I want is out of stock?

We always work as fast as we can to re-stock all our products. If the item you are looking at is out of stock, we recommend you place a back order with us. We will contact you to advise you of the lead time for delivery.

Q: What happens if I’ve incorrectly entered my delivery or contact details on my order?

Just start a chat with one of our online advisors or email us at enquiries@snowdropindependentliving.co.uk with the correct details and we will make sure your order is delivered to the correct address.

Q: Which payment methods do you accept?

We accept all major credit and debit card payments in-store, online or over the phone.

Q: How secure is my payment?

All payments are safely and securely processed by Handepay.

Q: Is my personal information secure?

Yes. If you would like to know more about how we collect and use your personal information, please view our Privacy Policy.

Home Assessments

Q: What happens at a home assessment?

Before a home assessment visit, a member of your local mobility team will get in touch to talk through your individual needs and make product recommendations. If you are happy with the potential options, we will book a time to visit your home at a time that suits you. We take the lead from you, assessing your mobility needs at a pace and in a space, you feel comfortable with.

Q: How can I arrange a home assessment?

Booking a home assessment is easy. You can book online or call us direct on 0333 200 1337 to make an appointment on a day and time to suit you.

Delivery

Q: How long do deliveries take?

We aim to deliver online orders within 3-5 working days. Our Customer Service team will contact you if there has been a delay. If you have placed an order with a local branch, they will advise you of a date for delivery or collection.

Q: How much do you charge for delivery?

We deliver all stairlifts, mobility scooters and riser recliners free of charge and online orders over £50 are also free.

The delivery charge for orders under £50 is £3.95.

Q: Where do you deliver?

We currently deliver to the UK mainland only for all online orders. Our local deliveries are within a 50-mile radius of our showrooms.

Q: What happens if my product arrives damaged or faulty?

Please contact our Customer Service team on 0333 200 1337 who will arrange either a free return or have a replacement shipped to you.

Q: What should I do if my delivery or online order hasn’t arrived?

If you have not received your order yet, please contact our Customer Service team on 0333 200 1337 or enquiries@snowdropindependentliving.co.uk and we will look into it for you.

Returns

Q: Can I cancel my order after I’ve placed it?

Yes. You can cancel your order and receive a full refund any time before the order is despatched. If your order is already on the way to you, please contact our Customer Service team to request a cancellation.

Q: Can I return a product which has been sealed for health protection or hygiene reasons?

Unfortunately, if the seal has been opened, you will not be able to return it.

Q: Can I return a product to one of your showrooms?

Yes. Please just have your order number ready to show one of our team.

Q: What is your policy about returns and refunds?

View our full terms and conditions for policies regarding cancellation of orders, returns, and refunds here.

Help and Support

Q: Can I ask your advice about whether a product will be suitable for me?

Yes you can. Advice and guidance is available via our online advisors or local showroom staff who will chat through the product(s) you are considering and offer recommendations.

Q: Why do some products need a home assessment before purchase?

We firmly believe in providing the right product to suit your individual mobility needs. That’s why some products listed in our online shop require an in-store demonstration or home assessment before you can purchase them.

Q: Could I be exempt from paying VAT?

People who are chronically sick or disabled can apply for VAT exemption on their purchase by ticking the ‘VAT Exemption’ box on the checkout page when shopping online. More information about the financial help available from the UK Government for people with disabilities can be found here.

Q: Do you offer finance options?

Yes. Our finance option with Snap Finance means you can buy now and spread the cost through instalments. Find out more here.

If you only need equipment short-term, please explore our range of short-term hire options here. We are also a Motability Scheme approved dealer so you can exchange some of your allowance for a brand-new scooter or power chair, visit your local branch to get your application started.

Q: How easy is it to book a repair?

It’s easy. We offer repairs and servicing on all products, including stairlifts, scooters, riser recliner chairs, hoists, and adjustable beds. Call your local showroom for more information or to book in a repair.

Q: Can I buy parts or battery replacements from you?

Yes. We can order parts or battery replacements for you and arrange for them to be fitted by our experienced engineers. Contact us with your model/serial number via our online chat or enquiries@snowdropindependentliving.co.uk.

Q: Do you offer a Buy-Back scheme?

No, we do not offer a Buy-Back scheme.

Q: Do you sell reconditioned stock?

We do not stock reconditioned items in our showrooms; however, your local branch might be able to put you in touch with someone who has one for sale.

If you have a question which isn’t answered here, please contact our Customer Service department on 0333 200 1337 or via enquiries@snowdropindependentliving.co.uk who will be happy to help you.

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