Disability aids are designed to help people live more independently by making everyday tasks easier. These can include mobility scooters, stair lifts, hearing and vision aids, adjustable chairs or beds, and bathroom aids.
If you’re thinking of buying a disability aid, this guide explains how to choose the right product, avoid common pitfalls, and protect your rights as a consumer.
Step 1: Work Out What You Need
Start by thinking about the daily activities you find difficult. What tasks do you need help with? Prioritise these challenges – this will help you decide which aid is most suitable.
Step 2: Where to Buy – Finding a Trustworthy Seller
There are several reliable sources you can use when looking to buy a disability aid:
Your local council: Start by visiting your council’s website on GOV.UK to see what support is available.
Approved Codes Scheme providers: The British Healthcare Trades Association (BHTA) lists trusted suppliers who follow a code of practice.
Living Made Easy: Their website includes product guides and links to retailers.
Charities: Organisations like Age UK and RNID offer advice and sometimes even sell or loan equipment.
💡 Top tip: Always compare prices and customer feedback across different sellers. Try to get more than one quote and keep copies for reference.
Step 3: Before You Buy – What to Check
Before you purchase a disability aid, consider the following:
Can you try before you buy? Some charities offer rental options or short-term loans.
Are you eligible for a grant? Financial help may be available depending on your situation.
VAT relief: Many disability aids are exempt from VAT for qualifying individuals – check if this applies to you.
Ongoing costs: For example, does the product require regular servicing or software updates?
Returns and cancellation policies: Always ask about your rights to return or cancel before you commit.
Step 4: Know Your Consumer Rights
If You Change Your Mind
You have different rights depending on how and what you buy:
Non-bespoke items (e.g., off-the-shelf products or those with dropdown options for size/colour): You have up to 14 days after receiving your order to cancel for a full refund if you bought it online, by phone, or from a catalogue.
Bespoke items (e.g., made to your measurements): You can only return these if the product is faulty.
If the Product Is Faulty
You have legal rights regardless of whether the item was bespoke, new, or second-hand (as long as it was bought from a business seller). You may be entitled to a:
Full refund
Repair or replacement
Partial refund (if you’ve used the item)
If you’ve had to spend money because a product didn’t work – especially if you depend on it day-to-day – you may also be able to claim compensation.
Find more guidance on returning faulty goods on our website.
Step 5: Watch Out for Scams
Unfortunately, scammers often target people looking for disability aids, especially through cold calls pretending to be from the NHS or conducting medical surveys.
To stay safe:
Register with the Telephone Preference Service (TPS) to block cold calls.
Check if your phone provider offers a call-blocking service.
You can also buy standalone call-blocking devices.
If you do agree to a home sales visit:
Do your research on the company first.
Have someone with you, even if you’re confident you won’t be pressured into buying.
Think you’ve been scammed? Visit our Scams Advice page for support.
More Help and Advice
If you’re struggling to resolve a problem with a disability aid, or have questions about your consumer rights, we’re here to help.
Contact the Consumer Service via phone or webchat, Monday to Friday (excluding bank holidays).
You can also use Relay UK if you’re deaf, hard of hearing or speech impaired.
For further guidance on your rights, including information about warranties and guarantees, visit GOV.UK.
