Customer Information

Please see below information on how to order for Home Delivery and Pay Online, and details about eligibility for purchasing products without paying VAT.

How do I order for Home Delivery and Pay Online?

a. Once you have chosen a product, and chosen any options, click 'Add to Basket'.

b. Prices shown include VAT. If a VAT exemption is available, this is indicated by the notification 'VAT Exemption Available'. Information on eligiblity for the VAT exemption is available on this page or if you click the link 'More VAT info' on the 'Online Ordering: Shopping Basket' page.

c. 'Online Ordering: Shopping Basket' page: provides details of products in the basket, their cost, quantities, and delivery costs. To claim VAT exemption, please click the box at the top of the page. Once details are agreed, please press 'Continue to Checkout'.

d. VAT form: please complete details, and press 'Submit'.

e. 'Online Ordering: Your Details' page: please enter the details requested, including your billing and delivery address if different. Please press 'Continue'.

f. 'Online Ordering: Credit Card Details' page: Please enter the card details and press 'Continue'.

g. 'Online Ordering: Confirm Order' page: Please note your order number. When you have agreed the details, please press 'Complete Order' to submit and confirm your order to us. You will be sent an email confirming your order.

V.A.T. Exempt Information

VAT (Value added tax) exemption information

a) How do I know which products are eligible for VAT relief?

Products which can be sold to eligible customers without VAT are indicated with the notice ‘VAT exemption available’. Vat relief does not apply to postage or packaging charges.

b) Who is eligible?

  • A person who is ‘chronically sick or disabled’ - see paragraph (c). This includes those who are registered disabled.
  • The goods and services are purchased or acquired for their personal or domestic use - see paragraph (d)

For a complete explanation or the avoidance of doubt, please consult Notice 701/7 (VAT reliefs for disabled people). This is available on the website www.hmrc.gov.uk; enter 701/7 in the search box. Separate Notices apply to Charities and Institutions. You can also call the National Advice Line on 0845 010 9000.

c) What does chronically sick or disabled mean?
A person is chronically sick or disabled if he/she is a person:

  • with a physical or mental impairment which has a long-term and substantial adverse effect upon his/her ability to carry out everyday activities;
  • with a condition which the medical profession treats as a chronic sickness, such as diabetes; or
  • who is terminally ill.
    It does not include a frail elderly person who is otherwise able-bodied or any person who is only temporarily disabled or incapacitated, such as with a broken limb.

d) What does for domestic or personal use mean?
‘Domestic or personal’ use means that the supply must be made available for these purposes specifically for the use of an eligible individual (or series of eligible individuals).

e) How to claim

In order to claim exemption from VAT it is necessary for the box claiming VAT exemption to be ticked. This can be found on the ‘online ordering shopping basket’ page, which is entered once a product has been ordered.

Before the VAT is removed, a VAT declaration form must be completed. This is necessary in order to comply with VAT rules and regulations.

f) Can anyone pay for the eligible goods and services?
As a general rule, yes.

g) Filling in your declaration
You must be sure of your eligibility for VAT relief before completing the declaration.
Please note that there are penalties for making false declarations.
The completed form is retained by Carvercare and Mobility for presentation to the VAT office only. It will not be used for any other purpose.