Returns

You can cancel your order for any reason within 14 days of the day it arrives. If your order comes in more than one delivery, the 14 days run from the day the last item arrives. You then have a further 14 days to send the goods back.

How to cancel

  1. Tell us clearly that you want to cancel or by email to hello@keepmovingcare.com. You can use the model cancellation form below, but you don't have to.
  2. We'll tell you where to send the item. Many items come direct from the manufacturer, so the return address may not be ours.
  3. Send it back within 14 days of telling us you're cancelling.

You're welcome to unpack and handle an item to check it, the way you could in a shop. If it's been handled more than that, we may reduce the refund to reflect any loss in value.

Your refund

We refund everything you paid, including delivery, without undue delay and within 14 days of the day we get the item back or the day you show us proof that you've sent it, whichever is sooner. If we've agreed to collect the item, we refund within 14 days of the day you told us you were cancelling. Refunds go back to the payment method you used.

Return costs

If you change your mind about an item that can go by post, the cost of sending it back is yours. For large items that can't normally be posted, such as riser recliners, beds, hoists, wheelchairs and scooters, we arrange the collection and pay for it. If an item is faulty or we sent the wrong thing, we always cover the return.

Sealed hygiene items

Items that arrive sealed for health or hygiene reasons, such as continence products, can't be returned once the seal has been broken, unless they're faulty. This only applies to items that come sealed.

Faulty items

If something is faulty, you have the right to reject it and get a refund within 30 days of delivery, and after that to a repair or replacement. Tell us as soon as you can and we'll put it right. This doesn't affect any of your other legal rights.

Model cancellation form

Copy this into an email or letter if you'd like to use it:

To: Millenio Ltd, 31 The Mill Building, 31 Chatsworth Road, Worthing, BN11 1LY, hello@keepmovingcare.com
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods: …
Ordered on / received on: …
Name of consumer(s): …
Address of consumer(s): …
Date: …