Account Login
My Order
I have just placed my order - can I make a change to it?
No, once the order has been processed (i.e. paid for) it cannot be changed.
You may cancel any item that has not been despatched. All commissioned work (i.e. made-to-measure items) are non-refundable.
Can I track the progress of my order?
Yes - if you go to 'My Account' and click on 'Check the details and status of outstanding orders', this will list all outstanding orders you have with us along with the status of those orders. If you have not received your order within 5 working days of the status being "Despatched", please contact customerservices@rgklife.com and provide us with your order number so that we can track the order for you.
There is an item missing in my order or you have sent me the wrong goods
If there is an item missing in your order or you have received the wrong goods, please contact customerservices@rgklife.com and provide us with your order number and the details of the missing product(s) or details of the goods sent that were incorrect. We will then do the necessary to ensure that you receive the correct items.
You must notify us within 48 hours (2 working days) from the receipt of the goods (when the goods have been signed for). Otherwise we will presume that you have received all of the products that you ordered.
If you need to return an item, then contact customerservices@rgklife.com requesting a returns number. You will be required to provide the following information when you contact us: your account details, the delivery document number and order number. All this information can be found on the delivery note or invoice, at the top left-hand side. You will also need to inform us as to the reason why you're returning the product. Once we have received this information from you, we will issue you with a returns number.
Please click here for the Guidelines for sending goods back.
Do I have to pay to return the item?
Depending on the reason for return, in some instances you will be responsible for paying the courier costs. You will be asked to pay for the collection, however in the event that the goods are found to be faulty or incorrect, you will be issued with a full refund including the carriage costs.
If we have sent all items correctly as per your order, any carriage costs incurred will be non-refundable and therefore chargeable.
All commissioned work, made-to-measure items are non-refundable.
I returned an item but you say that you have not received it.
If RGK Wheelchairs arranged your collection then we will be able to trace your collection via a dedicated consignment number, which would have been issued when arrangements where made to collect. Along with your returns number this should help us track down and identify the consignment.
If you send any goods back without an official returns number, we will not be able to trace/identify it as yours when it comes back to RGK Wheelchairs. As such, all returns MUST have a valid returns number. Please see "I want to return an item" section for instructions on how to get a returns number.
If you are sending any part of the order back to RGK Wheelchairs please ensure you keep any receipt from the carrier you've appointed. In the event of a dispute you will be asked to provide a POD (proof of delivery) which has all details on it including the time and date of delivery and a signature.
