Frequently Asked Questions

Senior Mobility Service sources and supplies quality pre owned mobility equipment and related accessories. The focus remains on safe, practical and affordable solutions for seniors and people with limited mobility across South Africa.

Most items are carefully selected pre owned products that are checked for functionality and safety before being listed. Certain accessories may be new where appropriate. Product descriptions indicate the condition of each item as clearly as possible.

Senior Mobility Service does not provide medical or clinical advice. The team helps with product information and general guidance, but choices about equipment should be made in consultation with a healthcare professional who understands the user’s specific needs.

Choosing the right item depends on the user’s mobility level, home environment and any medical considerations. Product descriptions highlight important features such as weight limits and adjustability. Where there is uncertainty, consider speaking to a physiotherapist, occupational therapist or doctor before finalising a purchase.

Browse the available products and submit an enquiry or order through the website or contact form. Provide your details and delivery address so that a pro forma invoice can be prepared. Once payment has been received, the order is confirmed and prepared for dispatch.

We support secure card payments and electronic funds transfer. Customers can pay using major debit and credit cards issued by South African banks or by EFT to the business account details provided on the pro forma invoice.

A pro forma invoice is a detailed document that shows the items requested, their prices, any taxes and the estimated delivery fee. It allows you to check all the details before paying. Payment details and a reference number appear on the pro forma invoice.

Payment should be made after receiving and reviewing the pro forma invoice. Orders are processed only once payment has cleared or payment confirmation has been received through the card gateway. Stock cannot be reserved indefinitely where payment is delayed.

Card payments are processed through secure payment systems that use industry standard encryption and security controls. Senior Mobility Service does not store full card details on its own servers. For EFT payments, always verify banking details and use your bank’s secure channels.

Delivery is available to most towns and cities within South Africa through courier partners. Some remote or high risk areas may have limited options or require special arrangements. If there is uncertainty about your location, contact us before placing an order.

Delivery fees depend on the size and weight of the items, the delivery address and any special handling needs. Exact delivery costs are calculated and included on your pro forma invoice so you can see the total amount before paying.

Once payment has been received and the order prepared, dispatch usually takes a few working days. Delivery to major metropolitan areas typically takes a few working days after dispatch, while regional or outlying areas may take longer. Estimated timing is shared during the ordering process.

Where the courier provides tracking information, these details are shared after the parcel has been dispatched. Tracking allows you to monitor progress and expected delivery dates. Our team can assist with any issues that arise during transit.

Couriers generally attempt delivery during normal business hours. If nobody is available to receive the parcel, the courier may attempt delivery again or contact you to arrange another time. Where delivery fails repeatedly due to absence or incorrect information, additional charges may apply.

Certain items may be returned within a defined period if they are unused and in the same condition as delivered. Returns for reasons such as change of mind or incorrect choice are considered case by case and may incur return courier costs or a handling fee. Always review the Return Policy before deciding.

If a parcel arrives damaged, note this on the courier’s delivery document where possible, take photographs of the packaging and the product, and contact Senior Mobility Service as soon as possible with your order number. The situation is assessed and a solution such as repair, replacement or refund is discussed.

Start by contacting our support team with your order number and a description of the issue. Where a refund is appropriate according to the Return and Refund Policies, the item may need to be inspected first. Once approved, the refund is processed using the original payment method where possible.

After a refund has been approved, processing usually takes several working days. The exact time depends on banking systems and payment providers. Customers receive confirmation once the refund has been initiated.

Items are inspected for structural integrity, safe operation and basic functionality. Any visible wear or cosmetic marks are taken into account when the product is described. Only items that meet internal safety and quality standards are offered for sale.

Given the pre owned nature of many items, warranties may be limited. Where a warranty or guarantee applies, this is stated in the product description or communicated directly. Statutory consumer rights in South Africa remain in place regardless of the warranty status.

If you are looking for a particular type of mobility aid and do not see it listed, you are welcome to contact us with the details. While specific requests cannot be guaranteed, we can advise whether it may be possible to source a similar item in future.

Personal details such as your name, contact information and delivery address are used to process orders, arrange delivery and provide after sales support. Information may also be used to improve services and meet legal obligations. A detailed explanation appears in the Privacy Policy.

Information is shared only with service providers who play a role in fulfilling your order, such as couriers, payment processors and technical support providers. These partners receive only the information needed to perform their function and are expected to handle it responsibly.

You can reach us via the contact form or contact details on our website. Include your name, preferred contact method and any order numbers to help us respond efficiently.

The team aims to respond to enquiries within normal business hours on working days. Many queries are answered within one to two business days, although more complex requests may take slightly longer.

If your question is not covered by these frequently asked questions, please get in touch directly. We are happy to provide more information about specific products, orders or policies.