Showroom Open: 10am – 4pm. Monday to Friday. Excluding Holidays

Terms of Trade

Osteopoise Healthcare Ltd have policies and procedures that are designed to ensure that all of our customers are treated fairly and consistently and within the law.

Please be aware that your statutory rights are unaffected by these terms and they have been scrutinised and approved by  trading standards.

Retail Terms Of Trade – December 2021.

Osteopoise Healthcare Ltd. (t/a Key Mobility)

In these Conditions “the Company” means Osteopoise Healthcare Limited and any of its subsidiary Companies as appropriate.

U.K RETAIL CONDITIONS (Applicable to Consumer Sales)


These terms override any and all prior terms of trade

The Contract is for the sale of Goods to a consumer – a person acquiring the goods for personal use

and not for the purposes of a trade or business.

The following conditions apply to all of our proposals, estimates and quotations and are available in writing upon request.

Retail Terms of trade.

These terms and conditions shall govern any sale of goods by Osteopoise Healthcare Limited also trading as Key Mobility. (hereinafter called “the Company”) to the exclusion of any other terms and conditions including printed terms proposed by the purchaser in any of its documents.

In accordance with our data protection policy, this information is intended for the named recipient only. The transmission of this information in any form, written oral or electronically to a third party without written consent is strictly prohibited.
All Quotations are valid for 30 days from the date of quotation unless otherwise stated. The company reserves the right to amend or revoke part or the whole of a quotation subject to but not limited by any of the following events Either a product being withdrawn from sale, any changes in specification by the manufacturer or any significant price variation over which the company may have no control or jurisdiction.

Prices, Goods will be invoiced as per the company’s written quotation unless otherwise agreed. All prices or charges indicated on a quotation are valid for 30 days from the date of issue (unless otherwise stated) and are subject to availability and any additional conditions shown on the original quote. Oral or written estimates are not binding.

All new products have a manufacturer’s warranty, this is in addition to your consumer rights.  All purchases of new goods are covered by a minimum warranty or guarantee period of 12 months unless stated otherwise.  For items that are portable, i.e. Boot or travel mobility scooters, walking aids,Manual wheelchairs and add on Power-Packs, as well as the general aids to daily living these items may be returned to us for repair or remedy during the warranty period. The Warranty excludes callout or carriage charges which will apply if you require us to complete any work away from our premises at any time.

Please do not return or attempt to return bathing or care products such as cushions, mattress’s, clothing, footwear or any items that have personal contact, these items are non returnable or refundable unless they are faulty or defective regardless of how or where they were purchased.  If you believe that you have a faulty or defective item please contact us for advice, please do not return the product to our premises unless it has been previously agree.  It is an offence to send any item that may be contaminated via the post system or a delivery agent.  

Cancelation:  A request for a cancelation in writing is preferred for the purpose of traceability. Where the contract is formed “on premise” or where an item is bespoke or clearly personalised there are no automatic cancelation rights and all requests will be handled in accordance with the consumer contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Payment: All monies are to be paid in full prior to delivery.

Osteopoise Healthcare ltd (Osteopoise) accept payment by debit card,bank transfer or Bankers draft.

Bank transfer details are available upon request. You will receive a receipt for all monies paid.

VAT: Osteopoise is vat registered company

(reg. no 74508511) and as such we are legally obliged to charge VAT where it applies. There are different rates of VAT that apply to the goods and services that we supply depending on the product and your individual circumstances. These are covered in VAT notice 701/7: VAT reliefs for disabled and older people and can be found online at:

Please be aware that residents of a Nursing Home or Hospital  are not eligible for relief from VAT. ( unless the home is a charity)  There is a HMRC helpline number 0300 200 3700 for any assistance you may require.

Delivery: Your order will be processed by our customer service team who will keep you informed as to when delivery can be expected. Stock items and express delivery items will normally be delivered within in 7-10 working days.

Bespoke, personalised or made to measure orders or where an order is comprised of multiple items will be fulfilled as soon as possible and delivery will be estimated or confirmed shortly after the order is processed by the respective manufacturer. This will be communicated to you as soon as possible from the point of order which is taken as the date of your deposit payment.   Please discuss any urgent needs with us prior to purchase so we can accomodate your needs.

The Company is not obliged to postpone delivery if so requested by the customer, and may charge reasonable fees for storage of goods in that event.

The company reserves the right to make fair and reasonable charges for abandoned  deliveries or where the client fails to notify the company of any change in delivery circumstances. The Customer will be required to sign a delivery note to confirm completion of the delivery.

Your rights: It is our responsibility to supply you with goods and services that meet your consumer rights.  If you have any concerns that we have not met our legal obligations, please contact us directly, either by telephone on 01949 831444 or in writing. – our contact details are given above.  Our terms of trade are available online at

If you are unclear about your rights or require advice, you can contact the Citizens Advice Consumer Service on 03454 04 05 06 or

You may also like to visit

This document has been prepared to comply with The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013

If you wish to accept the quote and you are happy to proceed, please email [email protected] with the quote reference number indicated

Our staff will then guide you through the process and arrange delivery and completion of your order and keep you informed throughout.

Thank you for your interest and we look forward to doing business with you

Payment By Cheque

Please be aware that we no longer accept personal cheques as a method of payment. We are pleased to be able to offer our clients the ability to use bank transfers,cash or bankers draft as well as debit and credit card facilities. The decision was largely down to the dwindling number of clients using personal cheques the increased cost and time processing them and the demise of the personal cheque guarantee scheme.  

Where funds are held in trust by a solicitor, trustee, deputy or by the courts and no other payment option is available please make us aware so we can make the necessary arrangements.