Service Policy

1. Customer service commitment

Pro-Motion Beds is committed to clear communication from first enquiry through delivery and aftercare.

Coordinators arrange surveys, OT correspondence where you consent, and installation training for handsets.

This Service Policy explains how to reach us and what to expect. It does not replace your legal rights or our Returns Policy.

Email: [email protected] (include your order number in the subject line).

Telephone: +443333 394412 during business hours.

Post: Pro-Motion Beds Ltd, 122 St. Georges Road, Bristol, England, BS1 5UJ.

We aim to acknowledge emails within one working day and resolve straightforward queries within three working days.

Complex cases (fault investigations, bespoke orders, trade quotes) may take longer; we will keep you updated.

Peak periods may extend response times slightly — thank you for your patience.

Use product pages, guides, and FAQs on our website for sizing, specifications, and care information.

Contact us if you are unsure — we prefer answering questions upfront to avoid returns.

For large deliveries, confirm access (doorways, stairs, lifts) so we can plan carriage correctly.

Keep your acceptance email and tracking details safe.

Report transit damage within 48 hours as described in our Shipping Policy.

Register warranties where product pages instruct you to do so.

Describe the issue with photos or video where helpful. Do not dispose of packaging until advised if a return is possible.

We may arrange parts, repair, collection, or replacement depending on the product and warranty terms.

If you need information in an alternative format, contact us and we will try to assist.

Tell us about access requirements for delivery or installation when ordering so we can plan safely.

We welcome feedback. Serious complaints are reviewed by a manager and logged for improvement.

Escalations: mark your email 'Complaint' and send to [email protected].