Terms and Conditions

Our Guarantee

Everyone at CHUMS wants every customer to be absolutely delighted with the products and service they receive. To make your shopping experience as enjoyable and convenient as possible you will find our Terms and Conditions simply explained below:-

Our Promise To You

At CHUMS every effort has been made sure that all our products are accurately described and represent the very best combination of fit, comfort and value-for-money. If for any reason, you are not completely satisfied with any item we will do our utmost to deal with your concern in a friendly and sympathetic manner. Any item* can be returned, post free, in the original packaging, within 30 days of receipt for either replacement, exchange or a refund for the full value of the order as you prefer. Our guarantee is of course in addition to your normal legal rights.

*For made to measure items we cannot accept returns unless faulty
*For the return of Bulky Items please see below

Availability

The goods and services featured on our website are normally only available to UK residents. Orders are welcome from anywhere in the world but please do E-Mail us first to check availability and delivery costs.

Occasionally items may become unavailable after we have confirmed your order. In these instances we may offer you an alternative. If we are unable to do so we will write to you.

Standard Postage Charges

Our normal delivery time for items in stock is within 3-5 working days.
Items despatched direct from the manufacturer may take a little longer. In exceptional circumstances please allow 28 days for delivery.

Postage charges for the UK are:-
Standard Delivery charge for UK is £5.95, Scottish Highlands and Islands charge is £7 defined as postcodes within: BT, IM, ZE, HS, KW, IV, GY, JE, AB36-38, AB54-56, FK17- 21, PA20-80, PH15-50, KA27-28, TR21-25.

Express Delivery Available

In addition to the standard postage charge we offer an Express Delivery service of 1-2 working days for items in stock.
This excludes weekends and Bank Holidays. Goods that are despatched directly from the manufacturer may take a little longer to arrive and are not available on the express service.
Express Delivery to UK Mainland is an additional £3.50

Scottish Highlands and Islands charge defined as postcodes within: BT, IM, ZE, HS, KW, IV, GY, JE, AB36-38, AB54-56, FK17- 21, PA20-80, PH15-50, KA27-28, TR21-25 are all excluded from our Express Delivery service.

Extra Delivery Charge

Our delivery charges apply to the whole order and not per item unless specified, as some heavy or oversized items will cost extra for delivery – which is indicated by the extra delivery price shown with the description of these items. These items are also indicated in our catalogue with a lorry symbol.

Card Payments and PayPal

All website orders must be prepaid by credit/debit card or PayPal. The cost of your order will be charged to your card ready for picking and despatch. All prices shown on our website are in pounds sterling and include the current rate of VAT. Prices will be valid until we issue our next catalogue but are subject to change for reasons outside our reasonable control (e.g. changes to VAT). Our website security is verified by Sectigo.

Klarna

In cooperation with ​Klarna​ Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer you the following payment options. Payment is to be made to Klarna: 

• Pay later. 

Further information and Klarnas user terms you can find ​here​. General information on Klarna you can find ​here​. Your personal data is handled in accordance with applicable data protection law and in accordance with the information in ​Klarnas privacy statement​.

Price Policy

The correct price is that which is displayed on this website at the time that we received your order except in the case of a mistake where a pricing error is discovered through a data problem. In the unlikely event of a pricing error we will inform you of this as soon as we become aware of it. You will then be given the option of re-confirming your order at the correct price or cancelling your order. If we have not heard back from you within 14 days, then we will assume that you did not want to place the order and we will give you a full refund for the amount you paid.

Media Codes

Only one media or promotion code can be used per transaction.

Returns

As stated in our Guarantee, any item* can be returned post-free providing it's unused and undamaged and in the original packaging.  Your order must be returned within 30 days of receipt to obtain either a replacement, exchange or refund for the value of the order as you prefer. Please use the addressed labels provided with your Advice Note for your return parcel.

Please note, that we have now extended our returns window for the Christmas period.  Any item* can be returned post-free providing it's unused and undamaged and in the original packaging up until the 31st of January 2025. 

If you have chosen our optional insurance your return is fully covered against loss or damage whilst in transit to us.

*For made-to-measure items we cannot accept returns unless faulty.
*For the return of Bulky items please see below
*For sanitary, incontinence or toileting items we will not accept returns for hygiene reasons

Refund Policy For Bulky Items-Furniture, Scooters And Mobility Products

As part of our growing commitment to quality customer service, please be aware that if any item is faulty or not as described then please report this problem in the next 30 days and we will deal with the fault promptly and courteously. Once delivered you have up to 7 working days to contact us if you wish to cancel your contract with us. You can do this by post fax or e-mail. In accordance with the law of the land you are then due a full refund.

The item must then be returned to us within 28 days complete with the original packaging and upon inspection by our suppliers we can authorise a refund but you may be liable for any damage or misuse.

If you wish to return the product due to other circumstances for a refund after that period but within 6 months of purchase, then we will endeavour to accommodate your request. Please be aware that after this time period it is not reasonable to expect to be able to claim a full refund as your product is used, second hand and therefore of considerably less value to another customer who has not enjoyed the benefit of a brand new product.

Your statutory rights are unaffected.

Telephone Calls

Please note for staff training purposes we may occasionally record customers telephone calls.

Data Protection

Occasionally, we do allow other carefully selected companies to offer products or services to you. If you do not want to receive information of this kind please let us know by writing to: CHUMS, Unity Grove, Knowsley Business Park, PRESCOT, L34 9AR and we will of course respect your wishes.

Registered Address

Our Registered Address for all correspondence is:-
CHUMS Ltd.,
Unity Grove,
Knowsley Business Park,
PRESCOT,
L34 9AR.

Registered in England Number 1561474.