mobile Independence Mobility NHS

Terms & Conditions

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  1. Terms & Conditions of Sale

  2. Terms & Conditions of Equipment Rental

  3. Terms & Conditions for Warranty for Seating Matters Chairs




1.0. Application of Conditions

1.1. The Supplier shall supply and the Customer shall purchase the Goods and Services in accordance with the Quotation / Accepted Order which are subject to these Conditions.

1.2. The Contract shall be to the exclusion of any other terms and conditions subject to which any such quotation is accepted or purported to be accepted, or any such order is made or purported to be made, by the Customer.

2.0. Definitions and Interpretation

2.1. In these Conditions:-

  • “Business Day” means any day other than a Saturday, Sunday or bank holiday. Business Hours are 9:00 to 17:00 Hrs.
  • “the Customer” means the person who accepts a quotation or offer from the Supplier for the sale of the Goods and supply of the Services, or whose order for the Goods and Services is accepted by the Supplier;
  • “Commencement Date” means the commencement date for this agreement as set out in the Quotation / Accepted Order;
  • “the Contract” means the contract for the purchase and sale of the Goods and supply of the Services under these conditions;
  • “these Conditions” means the standard terms and conditions of sale set out in this document and (unless the context otherwise requires) includes any special terms and conditions agreed in writing between the Customer and the Supplier;
  • “the Delivery Date” means the date on which the Goods and Services are to be delivered as stipulated in the Customer’s order and accepted by the Supplier;
  • “the Goods” means the goods (including any instalment of the goods or any parts for them) which the Supplier is to supply in accordance with these Conditions;
  • “month” means a calendar month;
  • “the Services” means the Services to be provided to the Customer as set out in the Quotation / Accepted Order;
  • “the Supplier” means Independence Mobility Ltd a company registered in the UK under Company Number SC261805; Independence House, 6 Buslingthorpe Green, Leeds, LS7 2HG;
  • “writing” includes any communications effected by letter, telex, facsimile transmission, electronic mail or any comparable means.

3.0. The Goods

3.1. No order submitted by the Customer shall be deemed to be accepted by the Supplier unless and until confirmed in by an order confirmation by the Supplier’s authorised representative. Incomplete orders will not be accepted.

3.2. The specification for the Goods shall be those set out in the Customer’s order form (if accepted by the Supplier)

3.3. Illustrations, photographs or descriptions whether in catalogues, brochures, price lists or other documents issued by the Supplier are intended as a guide only and shall not be binding on the Supplier. The Company gives no guarantee that fabrics used on goods ordered will be an exact match to samples shown to the purchaser, and reserves the right to use the nearest equivalent.

3.4. The Supplier reserves the right to make any changes in the specification of the Goods which are required to conform with any applicable safety or other statutory or regulatory requirements or, where the Goods are to be supplied to the Supplier’s specification, which do not materially affect their quality or performance.

4.0. The Services

4.1. With effect from the Confirmation of Order the Supplier shall, in consideration of the Fees being paid in accordance with the Terms of Payment will provide the services expressly identified in the Quotation / Accepted Order or agreed under this agreement.

4.2. The Supplier will use reasonable care and skill to perform the services identified in the Quotation / Accepted Order or otherwise agreed under this agreement.

4.3. The Supplier shall use all reasonable endeavours to complete it’s obligations within the delivery timeframes stipulated by the specific manufacturer, with the exception of special adaptations or bespoke alterations.

4.4. It is the responsibility of the seating assessor to decide if the suggested adaptation is suitable for the client. Due to the complexity of special adaptations there may be slight variations between instructing sketch and final product. When manufacturing bespoke adaptations there is no guarantee that the end product will be suitable. Independence Mobility Ltd strive to ensure the manufacturer makes all adaptations to the highest standard from the instructions provided but take no responsibility for special adaptations that do not meet the client’s needs.

5.0. Price

5.1. The price of the Goods and Services shall be the price listed in the Quotation / Accepted Order current at the date of acceptance of the Customer’s order or such other price as may be agreed in writing by the Supplier and the Customer. Always request a price for special adaptations or items not listed in the standard price list as prices from previous quotes may have changed.

5.2. Where the Supplier has quoted a price for the Goods other than in accordance with the Supplier’s published price list the price quoted shall be valid for 30 days only or such time as the Supplier has specified in the Quotation /Accepted Order

5.3. The Supplier reserves the right, by giving notice to the Customer at any time before delivery, to increase the price of the Goods and Services to reflect any increase in the cost to the Supplier which is due to any factor beyond the control of the Supplier (such as, without limitation, any foreign exchange fluctuation currency regulation, alteration of duties, significant increase in the costs of labour, materials or other costs of manufacture). Any change in delivery dates, quantities or specifications for the Goods and services which are requested by the Customer, or any delay caused by any instructions of the Customer or failure of the Customer to give the Supplier adequate information or instructions. The supplier reserves the right to increase the price.

5.4. Except as otherwise stated under the terms of any Quotation /Accepted Order or in any price list of the Supplier, and unless otherwise agreed in writing between the Customer and the Supplier, all prices are exclusive of the Supplier’s charges for packaging and transport.

5.5. The price is inclusive of any applicable value added tax excise (unless a VAT exemption form accompanies the order).

5.6. Orders from private individuals will be on a pro-forma basis and will only be accepted if payment of 50% accompanies the order.

5.7. Differences between quotation prices and actual prices will be the sole responsibility of the distributor / seating specialist.

6.0. Payment

6.1. All payments required to be made pursuant to this Agreement by either party shall be made within 30 days of the date of the relevant invoice, without any set-off, withholding or deduction except such amount (if any) of tax as that party is required to deduct or withhold by law.

6.2. The time of payment shall be of the essence of these terms and conditions. If the Customer fails to make any payment on the due date in respect of the price or any other sum due under these terms and conditions then the Supplier shall, without prejudice to any right which the Supplier may have pursuant to any statutory provision in force from time to time, have the right to charge the Customer interest on a daily basis at an annual rate equal to the aggregate of 5% per cent and the base rate of Lloyds Bank Plc from time to time on any sum due and not paid on the due date. Such interest shall be calculated cumulatively on a daily basis and shall run from day to day and accrue after as well as before any judgement.

6.3. All payments shall be made to the Supplier as indicated on the form of acceptance or invoice issued by the Supplier.

7.0. Delivery and Performance

7.1. Delivery of the Goods shall be made by the Supplier delivering the Goods to the place specified in the Quotation / Accepted Order.

7.2. Time for Delivery shall not be of the essence unless previously agreed by the Supplier in writing.

7.3. If the Customer fails to take delivery of the Goods or any part of them on Delivery and/or fails to provide any instructions, documents, licences, consents or authorisations required to enable the Goods to be delivered, the Supplier shall be entitled upon given written notice to the Customer to store or arrange for the storage of the Goods and then notwithstanding the provision of Condition 10.1 of these Conditions risk in the Goods shall pass to the Customer, delivery shall be deemed to have taken place and the Customer shall pay to the Supplier all costs and expenses including storage and insurance charges arising from such failure.

7.4. With effect from the Commencement Date the Supplier shall, in consideration of the amount(s) being paid in accordance with the Quotation /Accepted Order will provide the services expressly identified in the schedule or otherwise agreed under this agreement.

8.0. Non-Delivery of Goods and Services

8.1. If the Supplier fails to deliver the Goods or Services and any of them on the Delivery Date other than for reasons outside the Supplier’s reasonable control or the Customer’s or its carrier’s fault:-

8.1(i). If the Supplier delivers the Goods and Services at any time thereafter the Supplier shall have no liability in respect of such late delivery;

8.1(ii). If the Customer gives written notice to the Supplier within 10 business days after the Delivery Date and the Supplier fails to deliver the Goods and Services within 10 Business Days after receiving such notice the Customer may cancel the order and the Supplier’s liability shall be limited to the excess (if any) of the cost of the Customer (in the cheapest available market) of similar goods to those not delivered over the price of the Goods not delivered.

9.0. Returns

9.1. Due to the bespoke nature of the product, no order which has been accepted by the Supplier may be cancelled by the Customer except with the agreement in writing of the Supplier on the terms that the Customer shall indemnify the Supplier in full against all loss (including loss of profit), costs (including the cost of all labour and materials used), damages, charges and expenses incurred by the Supplier as a result of cancellation.

9.2. Please be aware that Seating Matters manufacture custom-made, specialised seating and associated accessories therefore all Seating Matters products are non-cancellable from point of order, non-returnable and non-refundable unless received in faulty condition.

10.0. Risk and Retention of Title

10.1. Risk of damage to or loss of the Goods shall pass to the Customer at:

10.1 (i). in the case of Goods to be delivered at the Supplier’s premises, the time when the Supplier notifies the Customer that the Goods are available for collection;

10.1 (ii). in the case of Goods to be delivered otherwise than at the Supplier’s premises, the time of delivery or, if the Customer wrongfully fails to take delivery of the Goods, the time when the Supplier has tendered delivery of the Goods; or

10.2. Notwithstanding delivery and the passing of risk in the Goods, or any other provision of these Conditions, legal and beneficial title of the Goods shall not pass to the Customer until the Supplier has received in cash or cleared funds payment in full of the price of the Goods.

10.3. Sub-clause 10.2 notwithstanding, legal and beneficial title of the Goods shall not pass to the Customer until the Supplier has received in cash or cleared funds payment in full of the price of the Goods and any other goods supplied by the Supplier and the Customer has repaid all moneys owed to the Supplier, regardless of how such indebtedness arose. The supplier has the right to repossess goods supplied if payment is not received in full.

10.4. Until payment has been made to the Supplier in accordance with these Conditions and title in the Goods has passed to the Customer, the Customer shall be in possession of the Goods as bailee for the Supplier and the Customer shall store the Goods separately and in an appropriate environment, shall ensure that they are identifiable as being supplied by the Supplier and shall insure the Goods against all reasonable risks.

10.5. In the event that the Customer sells or transfers the Goods to a third party before legal and beneficial title has passed to him under these Conditions, the proceeds of the sub-sale or transfer (or such proportion as is due to the Supplier) shall be held by the Customer on behalf of the Supplier. The Customer shall ensure that such moneys are held separately from, and are in no way mixed with, any other moneys or funds, and that all moneys held on the Supplier’s behalf are identified as such.

10.6. [The Supplier may, in accordance with the provisions of the Companies Act 1985, register any charge created by these Conditions.]

10.7. The Customer shall not be entitled to pledge or in any way charge by way of security for any indebtedness any of the goods which remain the property of the Supplier, but if the Customer does so all money owing by the Customer to the Supplier shall (without prejudice to any other right or remedy of the Supplier) forthwith become due and payable.

10.8. The Supplier reserves the right to repossess any Goods in which the Supplier retains title without notice. The Customer irrevocably authorises the Supplier to enter the Customer’s premises during normal business hours for the purpose of repossessing the Goods in which the Supplier retains title and inspecting the Goods to ensure compliance with the storage and identification requirements of sub-clause 10.4.

10.9. The Customer’s right to possession of the Goods in which the Supplier maintains legal and beneficial title shall terminate if;

10.9(i). The Customer commits or permits any material breach of his obligations under these Conditions;

10.9(ii). The Customer enters into a voluntary arrangement under Part 1 of the Insolvency Act 1986, or any other scheme or arrangement is made with his creditors;

10.9(iii). The Customer is or becomes the subject of a bankruptcy order or takes advantage of any other statutory provision for the relief of insolvent debtors;

10.9(iv). The Customer convenes any meeting of its creditors, enters into voluntary or compulsory liquidation, has a receiver, manager, administrator or administrative receiver appointed in respect of its assets or undertaking or any part thereof, any documents are filed with the court for the appointment of an administrator in respect of the Customer, notice of intention to appoint an administrator is given by the Customer or any of its directors or by a qualifying floating charge-holder (as defined in paragraph 14 of Schedule B1 of the Insolvency Act 1986), a resolution is passed or petition presented to any court for the winding up of the Customer or for the granting of an administration order in respect of the Customer, or any proceedings are commenced relating to the insolvency or possible insolvency of the Customer

11.0. Assignment

11.1. The Supplier may assign the Contract or any part of it to any person, firm or company.

11.2. The Customer shall not be entitled to assign the Contract or any part of it without the prior written consent of the Supplier.

12.0. Defective Goods

12.1. If on delivery any of the Goods are defective in any material respect and either the Customer lawfully refuses delivery of the defective Goods or, if they are signed for on delivery “condition and contents unknown” the Customer gives written notice of such defect to the Supplier within three business days of such delivery, the Supplier shall at its option:-

12.1(i). replace the defective Goods within 90 days, or lesser time as agreed by the supplier, of receiving the Customer’s notice; or

12.1(ii). refund to the Customer the price for the goods which are defective; but the Supplier shall have no further liability to the Customer in respect thereof and the Customer may not reject the Goods if delivery is not refused or notice given by the Customer as aforesaid.

12.2. No Goods may be returned to the Supplier without the prior agreement in writing of the Supplier. Subject thereto any Goods returned which the Supplier is satisfied were supplied subject to defects of quality or condition which would not be apparent on inspection shall either be replaced free of charge or, at the Supplier’s sole discretion the Supplier shall refund or credit to the Customer the price of such defective Goods but the Supplier shall have no further liability to the Customer.

12.3. The Supplier shall be under no liability in respect of any defect arising from fair wear and tear, or any wilful damage, negligence, subjection to normal conditions, failure to follow the Supplier’s instructions (whether oral or in writing), misuse or alteration of the Goods without the Supplier’s approval, or any other act or omission on the part of the Customer, its employees or agents or any third party.

12.4. Subject as expressly provided in these Conditions, and except where the Goods are sold under a consumer sale, all warranties, conditions or other terms implied by statute or common law are excluded to the fullest extent permitted by law.

12.5. The Customer shall be responsible to ensure that, except to the extent that instructions as to the use or sale of the Goods are contained in the packaging or labelling of the Goods, any use or sale of the Goods by the Customer is in compliance with all applicable statutory handling and sale of the Goods by the Customer is carried out in accordance with directions given by the Supplier or any competent governmental or regulatory authority and the Customer will indemnify the Supplier against any liability loss or damage which the Supplier might suffer as a result of the Customer’s failure to comply with this condition.

13.0. Customer’s Default

13.1. If the Customer fails to make any payment on the due date then, without prejudice to any other right or remedy available to the Supplier, the Supplier shall be entitled to:-

13.1(i). cancel the order or suspend any further deliveries of Goods and Services to the Customer;

13.1(ii). appropriate any payment made by the Customer to such of the Goods and Services (or the goods supplied under any other contract between the Customer and the Supplier) as the Supplier may think fit (notwithstanding any purported appropriation by the Customer);

13.2. This condition applies if:-

3.2(i). the Customer fails to perform or observe any of its obligations here under or is otherwise in breach of the Contract; or

13.2(ii). the Customer becomes subject to an administration order or makes any voluntary arrangement with its creditors (within the meaning of the Insolvency Act 1986) or (being an individual or firm) becomes bankrupt or (being a company) goes into liquidation; or

13.2(iii). an encumbrancer takes possession, or a receiver is appointed, of any of the property or assets of the Customer; or

13.2(iv). the Customer ceases, or threatens to cease, to carry on business; or

1 3.2 (v). the Supplier reasonably apprehends that any of the events mentioned above is about to occur in relation to the Customer and notifies the Customer accordingly.

13.3. If Condition 13.2 applies then, without prejudice to any other right or remedy available to the Supplier, the Supplier shall be entitled to cancel the Contract or suspend any further deliveries under the Contract without any liability to the Customer, and if the Goods have been delivered but not paid for the price shall become immediately due and payable notwithstanding any previous agreement or arrangement to the contrary.

14.0. Liability

14.1. Except in respect of death or personal injury caused by the Company’s negligence, the Company will not by reason of any representation, implied warranty, condition or other term, or any duty at common law or under express terms of this contract, be liable for any loss of profit or any indirect, special or consequential loss, damage, costs, expenses or other claims (whether caused by the Company’s servants or agents or otherwise) which arise out of or in connection with the supply of the Goods and Services.

14.2. The Customer shall indemnify the Supplier against all damages, costs, claims and expenses suffered by arising from loss or damage to any equipment (including that of third parties) caused by the Customer, or its agent or employees.

14.3. Where the Customer consists of two or more persons such expression throughout shall mean and include such two or more persons and each or any of them. All obligations on the part of such a Customer shall be joint and several obligations of such persons.

14.4. The Supplier shall not be liable to the Customer or be deemed to be in breach of these terms and conditions by reason of any delay in performing, or any failure to perform, any of the Supplier’s obligations if the delay or failure was due to any cause beyond the Supplier’s reasonable control.

15.0. Communications

15.1. All communications between the parties about the Contract shall be in writing and sent by pre-paid first-class post or sent by fax or sent by electronic mail:

15.1(i). (in the case of communications to the Supplier) to its registered office or such changed address as shall be notified to the Customer by the Supplier;


15.1(ii). (in the case of the communications to the Customer) to the registered office of the addressee (if it is a company) or (in any other case) to any address of the Customer set out in any document which forms part of the Contract or such other address as shall be notified to the Supplier by the Customer.

15.2. Communications shall be deemed to have been received:

15.2(i). if sent by pre-paid first-class post, two Business Days after posting (exclusive of the day of posting); or

5.2 (ii). if sent by fax or electronic mail on a Business Day prior to 4.00 pm, at the time of transmission and otherwise on the next Business Day.

15.3. Communications addressed to the Supplier shall be marked for the attention of:-

16.0. Force Majeure

16.1. In the event that either party is prevented from fulfilling its obligations under this Agreement by reason of any supervening event beyond its control including but not limited to war, national emergency, flood, earthquake, strike or lockout (subject to Sub-clause 16.2), or delays in receipt of raw material the party shall not be deemed to be in breach of its obligations under this Agreement. The party shall immediately give notice of this to the other party and must take all reasonable steps to resume performance of its obligations.

16.2. Sub-clause 16.1 shall not apply with respect to strikes and lockouts where such action has been induced by the party so incapacitated.

16.3. Each party shall be liable to pay to the other damages for any breach of this Agreement and all expenses and costs incurred by that party in enforcing its rights under this Agreement.

16.4. If and when the period of such incapacity exceeds 6 months then this Agreement shall automatically terminate unless the parties first agree otherwise in writing.




It is agreed as follows:


1. Definitions

1.1. In this agreement

  • “Equipment” - Specialist Seating and Accessories
  • “Owner” - Independence Mobility Limited
  • “Hire Charges” - Charges payable by the Hirer as stated and set out in the package options
  • “Hire Period” - The length of time the chair is required for rental
  • “Hirer’s Premises” - The delivery address and place of hire

2. Hire Agreement

2.1. The Owner agrees to hire the equipment for a minimum period.
2.2. Termination of a rental contract must be made in writing by emailing or writing to Independence Mobility, Independence House, 6 Buslingthorpe Green, Leeds, LS7 2HG. The rental contract can only be terminated if all hire charges which would have become due if the hire period had continued for its full duration are paid in full.

3. Delivery of Equipment

3.1. The Owner shall deliver the equipment to the hirer at the location identified by the hirer.

4. Hirer’s General Obligations

4.1. The hirer is responsible for obtaining all consents and authorisations that are needed to enable the hirer lawfully to use the equipment at the hirer’s premises.
4.2. The hirer shall, at its own expense, provide all services to enable equipment to be used at the hirer’s premises.
4.3. The hirer shall keep the equipment in good repair and condition (reasonable wear and tear accepted) throughout the hire period and shall comply with all instructions for the use of the equipment which are notified to the hirer by the owner and as specified in the operation manual. A damage checklist will be carried out by the owner to assess the condition of the equipment on collection.
4.4. The hirer shall keep the equipment safe and protected against adverse weather, as well as against risk of loss or theft while at the hirer’s premises.
4.5. The hirer shall not use the equipment except for the purposes for which it is supplied by the owner, nor shall the hirer exceed the loading capacity of the equipment as specified in the operation manual provided with the equipment.
4.6. The hirer shall ensure that all labels on the equipment identifying it as the property of the owner are maintained in place throughout the hire period. Also, the hirer shall, upon request, give the owner access to inspect the equipment during normal business hours.
4.7. The hirer must immediately notify the owner of any loss or damage occurring to the equipment during the hire period. In the event of this happening the hirer must contact the owner at or 0113 2628000

5. Owner’s General Obligations

5.1. If the equipment is damaged or breaks down during the hire period through no fault of the hirer, the owner shall endeavour to repair or, at its option, may replace the equipment with suitable alternative equipment if it has alternative equipment available.

6. Hire Charges and Payment

6.1. For private rental the hirer shall pay hire charges in advance against the owners invoice. Companies will be sent an invoice that will require payment in advance if an account has not previously been set up.
6.2. Hire charges are quoted net of VAT, which shall be added as appropriate.
6.3. If the owner terminates the agreement before expiry of the hire period on account of the hirers default or breach of contract, the hirer shall remain liable to the owner for all hire charges which are unpaid and all hire charges which would have become due if the hire period had continued for its full duration.
6.4. When the initial charge period has passed, the hire is assumed to continue unless the hirer informs the owner that the hire is ending.

7. Indemnity

7.1. The hirer shall indemnify the owner for loss of or damage to the equipment occurring during the hire period. The hirer shall also indemnify the owner against any damages, expenses, and proceedings arising in respect of personal injury or death of any person or damage to any property, which arises out of the use of the equipment during the hire period.
7.2. The person signing the contract warranties that he/she has the authority of the Hirer to make this contract on the Hirers behalf. The Hirer herby indemnifies the owner against all losses and costs that may be incurred by the Owner if this is not so.

8. Termination

8.1. The owner may terminate the agreement if:

8.1.1 the hirer becomes insolvent or has a receiver, liquidator administrator or administrative receiver appointed over its affairs, or
8.1.2 the hirer commits a breach of the agreement; or
8.1.3 the hirer fails to pay the agreed amount at the agreed/specified time

9. Assignment

9.1. The hirer shall not assign, sub-let or part with possession of any of the equipment during the hire period




Total Confidence with our 7 Year Warranty

Have total peace of mind when relaxing in a Seating Matters chair as each one has passed the world’s most stringent standards for strength, durability and safety.

That’s why we can uphold an industry leading 7-year manufacturer’s warranty with total confidence. All Seating Matters chairs hold an industry leading 7-year frame warranty and a 1-year upholstery warranty from the date of manufacture, where reasonable care has been exercised. Please contact your distributor if you have any issues relating to your warranty.

1.0. Terms and Conditions

1.1. Please note that any warranty services or questions must be accompanied by the chair serial number which is located on the chair frame. The chair serial number serves as your warranty number and must be retained. Seating Matters will offer no warranty service without this number.

1.2. Seating Matters warrants the steel frame of this product against defects in materials or workmanship for 7 years from date of manufacture. Seating Matters warrants the upholstery (where reasonable care has been exercised) for 1 year from date of manufacture. During this period, Seating Matters will repair or replace defective parts with new parts, without charge to you. To find out what is covered under warranty please see table on page 5.

1.3. Carriage costs incurred from returns for under-warranty will be paid by Seating Matters. All carriage costs both to and from Seating Matters after the warranty period must be paid by the customer.

1.4. Any after-market additions or modifications will not be warranted. The owner is responsible for the payment, at current rates, for any service or repair outside the scope of the warranty.

1.5. Seating Matters makes no other warranty, either express or implied, including but not limited to implied warranties of merchantability, fitness for a particular purpose, or conformity to any representation or description, with respect to this product other than as set forth below. Seating Matters makes no warranty or representation, either express or implied, with respect to any other manufacturer’s product or documentation, its quality, performance, merchantability, fitness for a particular purpose, or conformity to any representation or description.

1.6. Except as provided below, Seating Matters is not liable for any loss, cost, expense, inconvenience or damage that may result from use or inability to use the product. Under no circumstances shall Seating Matters be liable for any loss, cost, expense, inconvenience or damage exceeding the purchase price of the product.

1.7. The warranty and remedies set forth below are exclusive and in lieu of all others, oral or written, expressed or implied. No reseller, agent or employee is authorised to make any modification, extension or addition to this warranty.

2.0. Warranty Conditions

The above warranty is subject to the following conditions.

2.1. This warranty extends only to products distributed and/or sold by Seating Matters.

2.2. This warranty covers only normal use* of the product (*see footnote). Seating Matters shall not be liable under this warranty if any damage or defect results from

(i) Misuse, abuse, neglect, improper shipping or installation;

(ii) Disasters such as fire, flood, lightning or improper electric current; or

(iii) Service or alteration by anyone other than an authorised Seating Matters technician;

(iv) damages incurred through irresponsible use.

2.3. You must retain your bill of sale or other proof of purchase to receive warranty service.

2.4. No warranty extension will be granted for any replacement part(s) furnished to the purchaser in fulfilment of this warranty.

2.5. Any attempt by the customer to repair or dismantle the chair will invalidate the warranty.

3.0. Return of Non-Defective Products

3.1. Non-defective products cannot be returned as all Seating Matters products are bespoke and tailor-made to each individual order. Please see point 9 in our Terms and Conditions of Sale.

4.0. Procedures for Obtaining Warranty Service

4.1. If repairs are required, the customer must obtain the chair serial number and provide proof of purchase to their distributor or agent. Any shipping costs after warranty period (starting from the original date of manufacture) on any item returned for repair is the customers’ responsibility. All returned parts must have the chair serial number written clearly on the outside of the package along with a letter detailing the problems and a copy of the original proof of purchase.

4.2. Should you have any problems with your product, please follow these procedures to obtain the service:

  • Find the chair serial number and order number from the transaction through which the warranted product was originally purchased and contact Independence Mobility on 0113 2628000.

4.2.3. Upon receiving the product, Seating Matters will repair or replace the defective part (at Seating Matters’ discretion) and will return it within 2 weeks (dependent on availability of parts). Labour costs will be charged at an appropriate hourly rate – please request a quotation before instructing a warranty claim.

4.2.4. Seating Matters will pay for shipping to and from the customer within the period of the warranty. Following this period all carriage costs post warranty are the sole responsibility of the customer. The customer also assumes full liability for losses or damages resulting from shipping as well as all responsibility to pursue remuneration for such issues with their selected carrier.

5.0. Post Warranty Repair

5.1. For post warranty repairs, the customer is responsible for shipping charges both ways. You will be provided with a quotation from Independence Mobility outlining the estimated cost of repair which must be paid in full before work begins.

Customer Service:

+44(0)28 777 666 24

6.0. Warranty Exclusions

6.1. This warranty is null and void if the defect or malfunction was due to damage resulting from operation not within manufacturer specifications. It will also be null and void if there are indications of misuse and/or abuse. Seating Matters has the option of voiding the warranty if anyone other than a Seating Matters technician attempts to service the product. Seating Matters will not warrant any problems arising from an act of God (lighting, flooding, tornado, etc.), electrical spikes or surges. Under no circumstances will Seating Matters be responsible for any refund or remuneration exceeding the original purchase price of the product less any shipping fees. Seating Matters will not be held responsible for typographical errors on sales receipts, repair tickets, or on our website. Seating Matters makes every effort to make sure all information on our website is correct.

What is covered under Seating Matters 7-year warranty?


Is this covered?

Metal Base Frame


Metal Seat Frame


Metal Black Rest Frame


Armrest Brackets


Cracks or tears in metal work


Leg rest linkages


All mounting points for gas struts and electric actuators


All metal fixings and hinges


I welds on chair frame



What is covered under Seating Matters 1-year warranty?


Is this covered?

All upholstery (including stitching and fabric flaws)


All castors (including braking, non-breaking and directional lock)


Gast struts and cables


Electric actuators, control box, handset and charger



Normal use;

  • Each Seating Matters Product is designed to a high specification for a particular type of use.
  • No employee or representative of Seating Matters is authorized to recommend non-approved uses and the customer should not rely on any such recommendations.
  • Operations Manuals should be followed under all circumstances to ensure safe use of the product.

Examples of Non-Approved uses;

  • Sitting on the arms of a chair
  • Sitting or standing on the leg rest or foot plate of a chair
  • Hitting the chair against other objects; walls, doors, beds, tables etc.
  • Excessive force applied to the moving parts of the chair
  • Heavy leaning or pressure on the chair when it is in Tilt-in-Space
  • Overloading the chair (please refer to the instruction manual for maximum user weights)

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Independence Mobility
Independence House
6 Buslingthorpe Green
Telephone: 0113 2628000
Fax: 0113 2628001


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