Your Rights When Buying Medical Equipment
Buying a blood pressure monitor, a mobility scooter or a stairlift shouldn't mean signing away your protections. This plain-English guide sets out the UK rights that are yours by law — VAT relief, refunds on faulty goods, cancellation rights and the safety marks to look for — so you can buy with confidence and push back when something's wrong.
VAT relief on equipment for disabled and chronically ill people
Many people pay 20% more than they need to. If you are disabled or have a long-term illness, a wide range of home medical and mobility equipment can be bought zero-rated for VAT when it's for your personal or domestic use. That covers things like wheelchairs, walking aids, stairlifts, adjustable beds, certain incontinence and pressure-relief products, and equipment specifically designed for people with disabilities.
You don't need to claim it back afterwards — a legitimate seller simply removes the VAT at the point of sale once you've completed a short eligibility declaration confirming your condition. There's no doctor's letter required and no charge for the declaration itself. If a seller insists you pay VAT and reclaim it later, or asks you to pay for an 'eligibility certificate', that's a warning sign. The relief is set out in HMRC's guidance (VAT Notice 701/7), and a reputable supplier will offer it openly.
Equipment must be of satisfactory quality, fit for purpose and as described
Whenever you buy from a trader, three core rights apply automatically — you can't sign them away and a seller can't 'opt out' of them. Your equipment must be of satisfactory quality (free from faults, safe and durable), fit for purpose (it does what you bought it for, including any particular use you told the seller about), and as described (it matches the photos, model number, specification and any spoken promise).
If a walker collapses, a monitor gives wildly inconsistent readings, or a stairlift was sold as suitable for your staircase but doesn't fit, the law is on your side. These rights sit alongside, and are usually stronger than, any 'warranty' or 'guarantee' the manufacturer offers — a warranty is a bonus, never a replacement for your statutory protection.
What to do when equipment is faulty
Your remedy depends mainly on how long you've had the item. Work through these steps in order — and keep a written record at every stage.
Within 30 days — reject it for a full refund
If a fault appears in the first 30 days, you have the short-term right to reject the goods and get all your money back, including delivery. You don't have to accept a repair or a replacement instead. Stop using the item, tell the seller in writing, and ask for a refund to your original payment method.
After 30 days — repair or replacement first
Between 30 days and six months, you can ask for a free repair or replacement. If a fault shows up in this period, it's assumed to have been there from the start — so the seller, not you, must prove otherwise. The seller gets one reasonable attempt to put it right.
If the repair fails — a price reduction or final refund
If a repair or replacement doesn't fix the problem, or causes you significant inconvenience, you can claim a price reduction or reject the goods for a refund. After six months a refund may be reduced to reflect the use you've had.
Always claim from the seller, not the maker
Your contract is with whoever sold you the equipment. Direct your claim there — even if the fault is the manufacturer's. Put it in writing (email is ideal), quote the Consumer Rights Act 2015, and give a clear deadline to respond.
Distance and off-premises selling: your right to cancel
When you buy without meeting the seller face-to-face in their shop — online, over the phone, by mail order, or from a salesperson who came to your home — you usually get extra protection under the Consumer Contracts Regulations. You have a 14-day cooling-off period to change your mind for any reason, even if the equipment is perfect, and a further 14 days to return it once you've told the seller you're cancelling.
This matters most when a doorstep or phone salesperson is pressuring you to commit on the spot — to a stairlift, a mobility aid or a 'special offer' device. You are entitled to written confirmation of your cancellation rights before you buy. A few items are exempt (for example, sealed health or hygiene products once opened, or goods made bespoke to your specification), so check before you assume. If a seller hides or denies your cancellation rights, the cooling-off period can extend by up to a year.
CE and UKCA marking — and how to spot a misleading seller
Medical devices sold in the UK must carry the right conformity marking — UKCA for the Great Britain market or CE where it still applies — showing the product meets recognised safety and performance standards. A genuine blood pressure monitor, glucometer, nebuliser or pulse oximeter sold as a medical device should display this mark, name a manufacturer, and come with proper instructions in English.
Be cautious of equipment with no maker's details, no marking, unrealistically cheap pricing, or sweeping health claims ('cures', 'guaranteed results'). Treat reviews that all sound identical, vague company addresses, and pressure to 'buy today before the price rises' as red flags. You can check whether a business is who it claims to be, and a trustworthy seller will happily give you their full trading name, address and returns policy in writing before you part with any money.
Common questions
Do I need a doctor's note to get VAT relief?
No. You complete a short self-declaration confirming you're chronically sick or disabled and that the equipment is for your personal or domestic use. There's no charge for it and no medical certificate required. A genuine seller provides the form and applies the relief at checkout.
The shop says I can only have a repair, not a refund. Is that right?
Not in the first 30 days. During that window you have the short-term right to reject faulty goods and get a full refund — you don't have to accept a repair. Quote the Consumer Rights Act 2015 in writing and ask for the refund to your original payment method.
I bought a stairlift from a doorstep salesperson and want to cancel. Can I?
Usually yes. Sales made in your home (off-premises) normally come with a 14-day cooling-off period. The seller should have given you written notice of this right. If they didn't, your right to cancel can extend much longer. Notify them in writing as soon as possible.
Who is responsible if a fault is the manufacturer's, not the shop's?
The seller. Your statutory rights are against whoever sold you the goods, regardless of where the fault originated. Don't let a retailer redirect you to the manufacturer — claim from the seller and let them sort it out with their supplier.
How do I check a piece of equipment is safe?
Look for a UKCA or CE mark, a named manufacturer, and clear English instructions. Avoid devices with no maker's details or exaggerated health claims. If anything is missing, ask the seller for it in writing before buying — and walk away if they can't provide it.
What if the seller won't put things right?
Put your complaint in writing with a clear deadline. If they still won't act, you can escalate to an alternative dispute resolution scheme, your card provider (for a Section 75 or chargeback claim), Citizens Advice, or Trading Standards. Keep copies of everything.
Know your rights — and use them
If you're unsure whether equipment qualifies for VAT relief, whether a fault entitles you to a refund, or how to challenge a pushy seller, we can help you understand your options as an independent, impartial guide. We don't sell equipment — we help you make informed decisions and stand your ground.