Terms & Conditions

Please note that these terms and conditions cover North East Mobility Solutions, Edinburgh Mobility Solutions and Edinburgh Stairlifts.

Terms And Conditions

It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us.


We aim to deliver all orders within 2-10 days if the goods are in stock. If the goods you order are “Out of Stock” we will send the order out to you as soon as the product becomes available again. If we cannot source the item we will contact you to inform you.

There is a standard delivery charge for goods that can be sent out by courier and set up by the end user.For larger items such as beds, rise and recline chairs, mobility scooters and powerchairs we only offer a white glove delivery service and these goods will be delivered by our own engineers who can set up and demonstrate the products correctly. This will enable you to understand how the product works correctly and become familiar with the safety features. Our engineer will then answer any questions you may have, change any settings for you where possible and make sure you are satisfied with the product before leaving.


You can cancel an order and return any goods that may already have been dispatched up to 14 days from receipt (see return policy). Our terms and conditions do not affect your statutory rights.

If you would like to exercise your right to cancel or require a right to cancel form please send a clear statement in writing to North East Mobility Solutions Limited, 11 Walkergate, Berwick-Upon-Tweed, Northumberland, Td15 1DB, email – customercare@nemobility.co.uk

Returns Policy

We want you to be happy with your purchase. Please check the goods on delivery and ensure that they are supplied correctly. If any of the goods prove to be unsuitable please return them within 14 days in the original packaging and in an unused condition for a full refund.

Enjoy shopping for your mobility products today and do call us if you need any help on 08432 903317.



We will always aim to provide an accurate quotation as quickly as possible after we have carried out the survey. We will always aim to provide this within 7 days of carrying out the survey.

The quotation we provide is valid for 30 days from the date of the quotation. If you would like to accept our quotation, we would require 50% of the total cost to be paid at the time of order and then the remaining balance to be paid on completion to the installers on-site unless agreed otherwise with the surveyor.

Cancellation Charges

If it’s a curved stairlift the rail is made bespoke to fit your staircase and there will be a cancellation charge if you cancel the order once the rail is in the ‘build stage’. This figure is determined by how much time and materials have been used between order and cancellation.

Preparation Work

In some cases, work may need to be carried out by a third party to allow for the installation of the Stairlift. If you have requested us to arrange this, we would use a local reliable contractor, we will advise if you are to pay for the work directly to the third party or if it has been included in the quotation supplied. (This would normally be for an electrician to install a power point).


We aim to install all straight stairlifts within 10 days of ordering. Curved stairlifts can be anywhere from 10 days to 6 weeks depending on the model of stairlift chosen. We will always provide an estimated timescale; we then contact you once we have your stairlift is in stock to arrange a suitable day for installation.

Installation will normally involve two engineers and take between 3-8 hours.


On the day of installation, the stairlift will be demonstrated to the user and/or their representative and the handover/warranty form must be signed to show that the handover has been completed.


We provide a 24-hour telephone number. This Is usually the showroom(s) phone number diverted to an engineer’s mobile when the showroom(s) are closed. In the rare case you do not get an answer, leave a message and the engineer will get back to you ASAP (they maybe on another job). Our standard warranty terms are 1-year callout, labour and parts cover (from the date of install). Meaning you would not pay any money within the first year for faults, unless it is damage caused by the user or a third party. Some manufacturers provide a 2-year parts cover and therefore you would receive a second-year parts-only warranty.

In this instance, you would pay North East Mobility Solutions Limited the call-out and labour fee and they would provide the parts free of charge subject to a manufacturer’s inspection of the faulty parts. If the manufacturer decides the parts are not covered under the 2-year warranty then the parts would also need to be paid for and North East Mobility Solutions Limited would provide a separate invoice for this.

Hire Charge

If the stairlift is done on a hire basis. The hire charge will cover 12 months (unless stated otherwise on the hire invoice) which includes installation and removal at the end of the hire term. All repairs and service work are also included unless the lift has been damaged by the user or third party through incorrect use or abuse. At the end of the 12 months, a service will be due, we will contact you via telephone and if you want to continue the hire, we will book an engineer to visit and carry out an annual service, a further payment will be due to the engineer on-site at the time of annual service to cover another 12-month term.

If you do not want to carry on the hire an engineer visit will be booked and the stairlift removed.

Hire Termination

In order to keep costs as low as possible we only offer a minimum term of 12 months. 

If you require the lift to be taken out before the 12-month term has ended we can do this free of charge but no monies will be returned. The 12-month term is kept as cheap as possible and just covers the installation and removal costs.


All our new Stairlifts that are supplied and installed by ourselves are fully approved and certified to all British and European standards.

Buy Back

We do not offer a buy back/returns service for stairlifts as standard. The main costs for us when supplying and installing a stairlift is the survey and installation costs.

If you have purchased a stairlift from ourselves you would have had a visit from our surveyor. We would have then ordered the stairlift to the specification requested and had to cut the stairlift or build the stairlift to the correct specification for your staircase. Engineers would have been sent to fit the stairlift to your staircase and the job would then be complete and payment requested.