About Us

Who are Parkgate Mobility?

Parkgate Mobility is a mobility and healthcare specialist retailer based in Rotherham, South Yorkshire. In total we have 8 branches around the region. We employ over 40 staff across these sites, who are all trained specifically for the role they carry out.

The company is owned and managed by Stephen Holland, from our head office in Rotherham, South Yorkshire.

How long have you been trading online?

We started trading online in May 2009. Our prices mirror those in a our stores, but sometimes we have special offers only online. Management of our website is based at our head office in Rotherham, South Yorkshire.

VAT Exemption

What is VAT exemption?

People who are chronically sick or who have a long lasting illness may claim exemption from paying VAT on products that are designed to be used for the purpose of assisting these people. Goods must be for personal and domestic use.

The customer becomes eligible for VAT relief when he/she/they are ‘chronically sick or disabled’ person(s). A temporarily sick or disabled person does not qualify for VAT relief. According to HM Revenue and Customs, A person is ‘chronically sick or disabled’ if he/she meets the following criteria:

He/She has a physical or mental impairment which has a long-term and substantial adverse effect upon his/her ability to carry out everyday activities
He/She has a condition which the medical profession treats as a chronic sickness
He/She is terminally ill

We may hold goods until our disclaimer is signed. You can fill in our disclaimer online. You may purchase an item VAT free as long as the person you are purchasing for qualifies under the above conditions.

How do I apply for VAT Exemption?

Most of the items in our shop qualify for VAT exemption, therefore, all prices are quotes with no VAT. There is an option to add VAT if you do not qualify for exemption when you go through the checkout.

Delivery

How much does delivery cost?

Our clever system automatically works out the cost of postage for your items by weight. The more it weighs, the more Royal Mail charge us to deliver it. Our postage costs start from £1.95 for small items, up to £30 for scooter and wheelchairs.

How long will my order take to arrive?

Orders made before 4pm will be posted the same day, either by standard Royal Mail, Recorded Delivery or Courier, depending on the value of your order.

What if I am not home when you deliver?

You can let us know if you want us to try and delivery to another address if you are not home in the "customer note" section of your order. Small items should go through your letterbox, if not they will go to your nearest sorting office for you to pickup. The courier should leave you a contact card with more information.

Returns

How do I return an item?

If you need any further assistance with an item, please email before returning, we may be able to help.

Our returns address is:

Returns Department,
Parkgate Mobility
Effingham Street
ROTHERHAM
South Yorkshire
S65 1BL

Do I need to pay to return an item?

If you are returning an item that is faulty within the first 7 days, we will cover the cost of your return. Please make sure the cost of postage is shown on the packaging.

If you change your mind about an item within the first 7 days, the buyer is liable for the cost of return postage. If you change your mind after 7 days, we cannot accept return. Also, if you are returning a faulty item after 7 days, but still within the warranty period for repair, you will need to pay to return it.

Which items can't I return?

We cannot accept returns of disposable products for example; paper products or cleaning products where the packaging has been opened.

Also, we cannot accept returns of bespoke products, I.E., products that have been specifically made or built for you.

Complaints

What if I have a complaint?

We pride ourselves on our customer service reputation, but we do understand that sometimes things don't always go to plan. In the unlikely event that you are unhappy with our service we encourage you to let us know, so we can improve in the future. If you wish to make a complaint, please follow our escalation procedure.

Please contact us through the web form or call our internet team on 01709 378909
If you are unhappy with our response or proposed resolution to your complaint, please contact the General Manager in writing to our head office address. We are required to respond to your complaint within 15 working days, but we will always try and resolve your issue as quickly as possible.
If at this point you remain dissatisfied with our service, we encourage you to contact your local trading standards office, and we will work with them to propose a satisfactory finalisation to your complaint.

FAQ