A grieving parent who spent £435 on a wheelchair for their disabled daughter has been left out of pocket after Lifestyle & Mobility refused a refund following the daughter's death. The daughter had been admitted to hospital for tests, with the parent planning to use the chair to take her on outings when she was discharged.
Writing to the Guardian, the parent explained: "The next day, her condition deteriorated and she died two days later. She was 46. The wheelchair had never left the boot of my car and, since the store and the car park were in an indoor shopping centre, had never been taken outside."
Refusal Despite Sympathy
The parent begged Lifestyle & Mobility to allow a return, even for a partial refund, but was refused. "My daughter was a single parent and the money would make a difference to her teenage daughter; moreover, the wheelchair is another reminder of our loss and it hurts to look at it," the parent added.
After intervention from the Guardian's consumer champion Anna Tims, the company acknowledged the tragic circumstances but stood by its policy. "Given the nature of our business, we are regrettably familiar with circumstances of the sort this customer is experiencing," Lifestyle & Mobility said in a statement. "Be assured that we take no pleasure in having to apply the above criteria in such cases."
Terms and Conditions
The company's terms and conditions state that no refunds are given on items purchased in-store unless the item is unable to fulfil its functions as stated in the relevant user literature to a reasonable standard. The policy also excludes returns for products that are "Made to Order, Bespoke, Special Builds or Prescriptive" and those that could void health and safety regulations if used, such as incontinence, bathroom or toilet products.
"Unfortunately, we cannot accept returns on product(s) that are Made to Order, Bespoke, Special Builds or Prescriptive," the T&Cs read. "Neither can we accept the return of products which can void Health & Safety regulations if used e.g. incontinence, bathroom or toilet products. Likewise, these items are ineligible to be refunded."
Consumer Impact
The parent noted that the wheelchair had never been used and remained in the car boot, making the refusal particularly hard to bear. The loss of the £435, combined with the emotional impact of keeping the wheelchair, has added to the family's grief. Consumer advocates have criticised the policy as inflexible, though the company maintains it must adhere to its rules consistently.
The case highlights the difficulties faced by families dealing with sudden loss and the rigidity of some retailer return policies, especially for specialist medical equipment.
