Warranty and returns.

A toilet lift is not something you buy every day. That is why this page tells you exactly where you stand: how you can return the Comfort StandUp, what warranty you have and what we do if there is a fault. If anything is unclear, call +31 346 234 144. We are happy to help.

1. Returning in four steps

After receipt, you have 30 days to decide in your own time. Returning costs you nothing.

1. Let us know about your return. You can do this online, by email or by telephone. In the first 14 days you do not need to give a reason.
2. We make an arrangement with you. We agree with you how the lift is returned to us free of charge.
3. Pack the lift. Complete and secure, preferably in the original box.
4. You get your money back. Using the same payment method that you used to pay.

The 30 days consist of two parts. Each part has its own rules:

Period	What it is	Conditions
Days 1 to 14	Your statutory withdrawal period	None. You may unpack the lift, set it up and examine it as you would in a shop. You do not need to give a reason. Only if you use it beyond that may we offset a loss in value.
Days 15 to 30	MobiVital's additional return period	The lift is unused and complete in its original packaging.

2. Days 1 to 14: your statutory withdrawal period

You may cancel your purchase without giving a reason. You can do so up to and including 14 days after the day on which you received the lift. If someone else accepted the parcel on your behalf, the day on which that person received it counts.

Unpacking and examining is allowed

You may unpack the lift, set it up and try it out as you would in a shop. For example, you may sit on it fully clothed and move the lift up and down using the button in the armrest. This lets you see whether the lift suits you and fits your toilet.

If you actually start using the lift

If you start using the lift as a toilet aid and then send it back, you may still cancel the purchase. In that case, however, we may offset the loss in value. This could be, for example, the actual cost of cleaning or repair. We do not charge a fixed deduction or any administration fee.

Your notice is in time if you send it before the 14 days have expired. After that, you have a further 14 days to send the lift back or hand it over.

3. Days 15 to 30: MobiVital's additional return period

In addition to the statutory withdrawal period, we give you 16 extra days. This is a voluntary arrangement offered by MobiVital. Your statutory rights continue to apply in full.

The following conditions apply to these extra days:

• You notify us of the return no later than 30 days after the day on which you received the lift.
• The lift is unused, clean and undamaged. Unused means that you have done no more than unpack the lift, set it up and see how it works.
• The lift is in its original packaging and is complete: all parts, the two batteries, the charger and the manual.
• After notifying us, you send the lift back or hand it over within 14 days.

If the return does not meet these conditions, we may refuse the return during this additional period. This does not apply to the first 14 days. During those days, the statutory rules in section 2 always apply.

Tip: keep the box and the packaging material until you are sure that you are keeping the lift.

4. How to notify us of a return

You choose the way that suits you best:

• Online: using the form on the Withdraw from contract page. You enter your name, order number and email address. You will immediately receive an acknowledgement of receipt by email, with the content of your notice and the date and time.
• By email: info@mobivital.nl. State your name and order number.
• By telephone: +31 346 234 144. We recommend that you also confirm your notice by email afterwards. That gives you proof.
• By post: MobiVital, Emmaweg 60, 3603 AN Maarssen, the Netherlands.

You may use the model withdrawal form in section 12. You do not have to. A clear message that you wish to cancel the purchase is sufficient.

5. How to pack the lift

• Return the lift complete: all parts, the two batteries, the charger and the manual.
• Put the parts back as you received them, with the protective material between them.
• Preferably use the original box. If you no longer have it within the first 14 days, choose a sturdy box that protects the lift well.
• Close the box securely.
• For your own peace of mind, take a few photos of the lift and of the packed box.

If the lift comes back damaged or incomplete, this may result in a loss in value.

6. How the lift gets back to us

Returning is free of charge, throughout the 30-day period. After you have notified us, we will contact you. We agree with you how the lift is returned to us free of charge.

7. Your money back

You will be refunded the full purchase price, using the same payment method that you used to pay. The refund costs you nothing.

• Days 1 to 14: we refund as soon as possible, and no later than 14 days after your notice. We may withhold the refund until we have received the lift back, or until you have shown that you have sent the lift back. If we collect the lift from you, we do not wait for that and in any event refund within 14 days of your notice.
• Days 15 to 30: you will receive your money back within 14 days after we have received the lift.

8. Received damaged or incorrect

If the box is damaged, a part is missing or you have received something other than what you ordered, we will resolve it for you free of charge.

1. Take photos of the box and of the damage.
2. Email the photos with your order number to info@mobivital.nl, or call +31 346 234 144.
3. We will arrange repair, replacement or the missing part.

This does not count as a return, but falls under your right to a sound product. The conditions of the additional return period do not apply here.

9. Warranty: two kinds side by side

You have two kinds of warranty. They exist side by side. The manufacturer's warranty is an extra and does not limit your statutory rights.

What	How long	What you do
Statutory warranty rights. You are entitled to a sound product. The lift must do what you may reasonably expect of it. If it does not, we will arrange repair or replacement free of charge.	No fixed period. This right does not end automatically after two years. It depends on how long a toilet lift like this one should last in normal use.	Report the defect to MobiVital as soon as possible, and in any event within two months of discovering it.
2-year manufacturer's warranty, on top of your statutory warranty rights. If a fault occurs in normal use, we will assess and repair the lift free of charge, at your home if necessary.	2 years from the day on which you receive the lift.	Call or email MobiVital and have your order number to hand. We handle the warranty for you.

If something breaks within one year of delivery, the law presumes that the defect was already present on delivery, unless we prove otherwise.

If a defect is covered by the warranty, it costs you nothing: no call-out charge, no shipping costs and no repair costs.

What the manufacturer's warranty does not cover

• Damage caused by an accident, such as a fall or a knock.
• Damage caused by use that is not in accordance with the manual.
• Damage caused by repairs or modifications not carried out by or on behalf of MobiVital.
• Normal wear and tear, such as the gradual decline in the capacity of the batteries.

In these cases too, you keep your statutory warranty rights. If you are in doubt, call us and we will look at it with you.

10. A fault: how we help you

1. Call or email us first. We resolve many problems together with you over the telephone. Have your order number to hand. A photo or short video of the problem allows us to help you more quickly.
2. If that does not work, we will visit you. We assess and repair the lift at your home. Within the 2-year manufacturer's warranty, this is free.
3. After the manufacturer's warranty you can still turn to us. If you are entitled to free repair under your statutory warranty rights, it costs you nothing then either. In other cases, we will tell you in advance what a repair will cost.

You can read more about this in our service terms.

11. Contact

Do you have a question about returns or warranty? We are happy to help.

• Telephone: +31 346 234 144
• Email: info@mobivital.nl
• Post: MobiVital, Emmaweg 60, 3603 AN Maarssen, the Netherlands

Our full company details are shown at the bottom of this page.

12. Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. You may also use your own words.

• To: MobiVital, Emmaweg 60, 3603 AN Maarssen, the Netherlands, info@mobivital.nl
• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
• Ordered on (*) / received on (*):
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is submitted on paper):
• Date:

(*) Delete as appropriate.