What is VAT exemption/Why are there 2 prices?
If you have a disability it is possible that you are eligible for VAT relief. Some of the products in our range are designed specifically for the relief of chronic disability or illness and may be purchased, by those eligible, without paying VAT. For those products which do not have two prices, VAT relief cannot be claimed and everyone has to pay VAT. During your purchase, you will be given the opportunity to specify your condition and claim exemption from VAT on applicable products.

What is your delivery policy and postage and packaging charges?
Orders placed via the website will be processed next working day and goods are normally despatched within 7 to 10 days subject to stock availability. The postage and packaging costs are free for orders of £200 and over (excluding VAT) , £3.50 for orders less than £50 (excluding VAT) and £4.50 for orders between £50 and £200. These prices are for the UK mainland only, for delivery beyond this please contact us.

Can I use this website for international orders?
You can use this website to see our products, but to order internationally please contact us on +44 (0)208 530 6030.

Do you have a Security Pledge?
Able Living Ltd. is committed to respecting your privacy. In general, you can visit Able Living without revealing any information about yourself. We do collect information regarding visitors to our Web site. Some information is required in order to process orders, for example. We analyze this data for trends and statistics to help us provide you with a better service.

Do you have a Privacy Policy?
To process your order, we require your name, billing address, phone number, email address and credit card information. We use this information to process your order and, if any questions should arise, to contact you about your order. If we need to contact you, we will contact you via email first. If unsuccessful (or time is critical), we will try to contact you by phone. Any information provided by you will be used for Able Living's purposes only. However, Able Living may need to provide your name and delivery address to third parties that are involved in the processing of your order uses for delivering specific services to you (for example, the financial institution that issued your credit card or the courier that delivers your order). Your information will not be shared with individual or other companies (such as direct mail organizations or other third parties) unless required by law. There are times when we may request information from you, such as your, name, address and e-mail address. When additional information is requested, we will try to let you know at the time of collection how we intend to use the personal information you provide, such as respond to your inquiry, accept an order, conduct a survey or allow you to access specific information such as account information, etc. We do our best to maintain the accuracy of any personal information you do supply to us.

If I want to buy something from Able Living is my credit card number safe from hackers?
During and after the checkout process your credit card details are encrypted, once you reach the screen where you enter your details you are on our secure server, after your order is placed your credit card details are then encrypted again to prevent anyone accessing them.

Once you have my email address and personal home/business address, is it your standard practise to send unsolicited mail?
At Able Living we work on the strict principal that our customers only receive the things that they ask for. From the goods that you buy to the invoice you receive. Furthermore once your data is with us. We will not pass it on to any other companies.

If I place an order with Able Living will it all be dispatched together or in bits and pieces?
Any order that you place with us will be dispatched together, if you are in need of an item before others on the same order then you should separate the order. Only when all items are instock will your order be despatched.

How can I pay for my order?
We currently accept Visa/Mastercard/Solo/Debit and Switch. We do not accept Visa Electron/Amex or credit cards issued outside of the UK.

Can you ship my order to my work address?
When you place your first order with us, we can only ship it to your credit card billing address, i.e. the address that your bank has you registered at. On your second and subsequent orders you can specify an alternative address. By specifying an alternative address it may delay your order by 24 hours due to the security checks that we need to perform before despatching your order.

Can I call Able Living to place an order?
Yes you can call us between 9am and 5pm Monday to Friday on 0871 2205232 or email us at info@ableliving.com

If I am not home when the couriers try and deliver my order what happens to it?
If no one is home to accept your order then you will be left a calling card and the goods will be returned to your local depot. You may contact the couriers to arrange a suitable redelivery date, or alternatively it may be possible to pick up the order from your local depot. (Please confirm this with the courier first) Identification will be required on request.

If I place an order and something is out of stock what happens to the rest of my order?
Unfortunately if something is out of stock on your order then we will not dispatch any of your order until everything is in stock.

What is the Customer Support opening hours?
We are open Mon-Fri 9am-5.00pm. Unfortunately we do not work weekends and bank holidays. If you need to contact us outside our opening hours then please email us at info@ableliving.com

What happens if I am unable to check the contents of my goods at point of delivery?
If you are unable to check the contents of the package at time of delivery please sign for the goods as "UNCHECKED". Failure to do so may affect any warranty claims that you make thereafter.

I have been sent the wrong item, how do I report this?
In the rare event that you have been sent the incorrect item then please either telephone or email us.

Can I have my order left at my neighbours?
As long as this is not your first order, then this is possible.

What happens if I receive my order and it is damaged, or there are items missing?
This must be reported to Able Living as soon as possible and we will take the appropriate action.

What happens if the courier confirms that they have lost my parcel?
This must be reported to us straight away. We can then investigate this matter with the Couriers.

What is your policy on returns and refunds?
Goods ordered on our website or by mail order may be returned, for replacement or refund, if not suitable for your use, provided we are notified within 10 days of receipt. This is in addition to your statutory rights. The goods must be unused and in their original packaging. We reserve the right to charge for all carriage costs incurred. To arrange to return goods please call us between 9am and 5pm Monday to Friday on 0871 2205232 or email us You will be responsible for the item or items until they reach us. For your own protection, we suggest you use a secure delivery method which requires a signature upon delivery such as Royal Mail First Class (Recorded Delivery).

Do you have a complaints policy?
We are committed to providing the very highest standard of customer service. If, however you have any problems with the service we offer or any queries regarding your order or any other matter, please e-mail us at info@ableliving.com or telephone our Customer Service Department on 0871 220 5232 during the following times:

Monday to Friday 9.00am - 5pm GMT (Calls are charged at 'standard rate')
24 hr Answering service out of office hours (Calls are charged at 'standard rate')

Any complaints received will be dealt with immediately and we endeavor to solve any complaint within five working days.

You can also write to us at: Able Living Limited, 2nd Floor Patman House, 23-27 Electric Parade, George Lane, South Woodford, London E18 2LS

How long is the guarantee?
All new products purchased from Able Living are guaranteed for 12 months from date of purchase unless otherwise stated. Your statutory rights are not affected.