Van Raam Bikes and Trikes
Service and Repair Agreement for Van Raam products (supplied through Tomcat SNI Ltd).
Manufacturing and material defects repairs under the Manufacturer’s Warranty.
On behalf of the manufacturer, Tomcat will provide “on-site” or “return to base” repair and replacement services for all Van Raam products purchased through us, where the fault is due to faulty materials or workmanship. All “guarantee” work will be conducted by Tomcat or the manufacturer, under the direction of the manufacturer, at a location suited to the work involved and at the supplier’s discretion.
Our liability under this agreement is limited to repair and replacement of faulty parts only, under the terms and conditions set out in the Van Raam warranty, and does not include damage or injury to property or the person, fair wear and tear, accidental or malicious damage or any other unforeseen circumstance outside the manufacturer’s or suppliers control.
In certain circumstances, and in agreement with the customer and the manufacturer, Tomcat may additionally and at our discretion, carry out guarantee repairs on behalf of the manufacturer on the manufacturers’ products not directly purchased through Tomcat.
Additional Customer Services provided by Tomcat for the benefit of its customers.
In addition to the above warranty provision, Tomcat is pleased to provide customers who have purchased its Van Raam product from us, the following service and repair benefits that are exclusive to Tomcat, in addition to the customer’s statutory rights and aforementioned manufacturer’s warranty.
- Tomcat will carry out a free annual “Health Check” within a target two months of the anniversary of the supply of the product (or the previous year’s Health Check).
- The free Health Check will be undertaken every year for three consecutive years following the supply of the product.
- The Health Check will be carried out “on-site” at the products normal location.
- The Health Check will be carried out by a Tomcat approved technician to a Health Check schedule that has been designed by us to meet the requirements of the individual product.
- The schedule will be in the form of an M.O.T. report and will cover all aspects of safety and appropriate general maintenance.
- The Health Check does not cover essential repairs or replacement of parts but does provide for adjustment of parts in good working order, for example, chains and steering linkages.
- The report will be logged and recorded against the Serial Number of the machine and can be provided to the customer on request for record purposes or proof of due diligence and care to interested third parties.
Whilst the Health Check schedule – for obvious reasons – differs from product to product, the general inspection procedure falls into the following general categories
General overall condition, cleanliness and storage recommendations.
- The condition of Tyres; check wear, general condition, pressures and valves.
- Check that all warning labels are present and in acceptable order.
- Check dynamic and Park Brakes; levers, cables, callipers, hubs and discs for operation, wear, corrosion and hydraulic leaks, adjust as necessary.
- Check steering components: grips, linkages and bearings for wear, lubrication and alignment. Lubricate and adjust as necessary.
- Check transmission components; pedals, chains, hubs, gear changes, cables, guards and adjusters. Lubricate and adjust as necessary.
- Check all safety devices, lights, safety straps and belts, guards, latches, levers, locks, air and hydraulic dampers. Adjust as necessary.
- Check latching, sliding and rotation of all seat systems, lubricate and adjust as necessary.
- Check function of power drive components (where fitted).
- Test ride on completion.
- Provide Health Check report with before and after condition and recommendations.
Repairs, consumables and spares, not qualifying for replacement under warranty
- Before each Health Check, the customer will be contacted by the technician in time to obtain any spares the customer knows are required. These will be supplied at manufacturers RRP, and fitted at the time of the Health Check.
- Work outside the scope of the warranty or Health Check (as above), will be charged at our standard rate of £60ph, however, no travel costs will be charged if the work is pre-planned to coincide with the Health Check.
- Any essential travel time for service and repair outside the Health Check or subsequent to problems being identified during the Health Check that require a second visit; will be charged at HMRC mileage rate for the vehicle and £30ph for the technician.
- Where possible and where time allows, service and repair work will be carried out when the technician is in the customer’s general area as soon as possible after the parts are available. In these circumstances, only the mileage and time taken for the detour will be charged to the customer.
After expiry of the free Health Check
The Service Contract
After expiry of the free Health Check, the same inspection, service of parts in working order, and reporting can be continued at the customer’s discretion through a service contract. The service contract provides the customer with all the features and benefits of the free Health Check for a one-off charge of £240 for the first vehicle in the fleet at that location, and £60 per vehicle for every other Van Raam product in the fleet at that location, thus to provide an annual service and report under the service contract would cost £240 in the 4th year for one vehicle, and £300 for two and so on. The rate increases by 10% in each subsequent year to reflect the ageing of the vehicle.
A three-year Service Contract plan for the entire fourth, fifth and sixth years are available on application.
An “Unlimited” callout service plan is also available and tailored to the customer’s needs on the application.
Service contracts for existing vehicles, not supplied by Tomcat
We will be pleased to adopt Van Raam products in your current fleet under the service contract described above. The rate for the first vehicle in this category will be £240 for the first four years of its life. Thereafter, the rate increases by 10% in each subsequent year to reflect the ageing of the vehicle. Additional vehicles at the same location are charged at £60 per vehicle.
Tomcat will be pleased to provide service contracts for an entire fleet spread over several locations upon application and by negotiation with the customer.
Centrally situated in Gloucester we are able to supply Van Raam products and our unique, “Health Check” service throughout, England, Wales, Scotland, Northern Ireland, the Channel Islands and the Republic of Ireland. Certain surcharges may apply to out of the way, geographical regions.
For twenty years, Tomcats success has been achieved on the principle that the customer’s interests come first. This simple concept is much valued by our customers and their appreciation clear to see across our social media platforms. Putting the customer’s interest first has never let us down. Now we are the UK’s foremost distributor for the Van Raam range, we want to ensure – through our free Health Check and ongoing service plan – that this iconic range of companion cycles never lets you down either.
Tomcat SNI Ltd prides itself on innovation and protects its intellectual property with patents. The following patents and patent applications cover aspects of Tomcat SNI Ltd’s trike technology which are unique.
Self Centralising Steering
GB patent application number: 1807603.4 GB
Frame separation and control function interfaces
GB patent application number: 1905636.5 GB
Quick Release Wheels.
GB patent application number: 1906651.3 GB
If you require further information about any of the above patents please contact our design and innovation team on 01452 616 900 and ask to speak to the Chief Engineer.
COVID-19 Customer Care
Is Tomcat COVID-19 Secure?
Customer safety has always been at the forefront of our design thinking, so it is only natural that we think safety-first for our visiting customers during the present crisis.
As the lockdown eases and the process of designing, building, and delivering our products returns, we want to invite our customers back to a Covid safe environment for both staff and visitors.
We are immensely proud to announce that we have just opened a new and spacious showroom adjacent our factory, with space to trial all the products both indoors and out. Being private, the approach road to Tomcat is also very quiet for our high-performance road models, testing.
On entry to the showroom, we have a sanitiser station for use by staff and visitors and our assessors wear face masks for your protection. Each product is individually sanitized in the presence of the customer, immediately before use, however, because of the large area of clear material in the roof construction, all demo products are constantly bathed in long-wave UV light – a natural Covid-19 sanitizer.
There are two bathrooms within the showroom space which are serviced daily and after each use, and of course, we always practice – and ask our visitors to practice – safe distancing at all times.
SOME THINGS NEVER CHANGE.
That said, a visit to Tomcat remains what it has always been, a warm, friendly, welcoming event where hopes and dreams are made come true, not with a magic wand, but with design innovation, custom building and the very best customer service possible because our customers are our business.
Can we still book an assessment during lockdown?
For over twenty years, Tomcat has been designing and building the world’s most innovative tricycles for all age groups. Requirements are often diverse and vary from simple balance problems to profound disabilities. Apart from the generic Dragon and Dragonfly, we have always custom-built our trikes and that policy is important for our customers because it enables us to truly understand an individual’s skills and difficulties – both physiological and practical. It ensures our trikes are just what is needed and enables us to guarantee that if the product is not exactly as expected, you will be fully refunded.
Normally we would assess our customers through a home visit, but in these difficult times, that is not really possible. Never mind because as I mentioned, we devised a system of remote assessment, some years ago, that is almost as good as the personal touch.
How our “remote” assessment evolved.
Tomcats first and signature innovation was Carer Control™, a “Rear Steering and Braking” system that enabled a parent to fully control a tricycle for their disabled child. It revolutionised the industry and was in demand throughout the UK and abroad. Our most remote order was in 1991 for a child in Chernobyl, neurologically affected by radiation sickness. Obviously, it is impossible to visit customers in such far-flung locations, therefore, we devised a very effective system for assessing customers remotely, even those that have profound difficulties.
Using all the tools in the box.
In the early days, we developed a very simple paper questionnaire in several languages, which was followed in 2015 by an online questionnaire with drop-down responses to simple everyday questions.
These days our assessors also use mobile phone apps such as What’s App, Skype and FaceTime if a customer is OK with that method. However, we still complete the online questionnaire as it is such a proven tool and provides us with an essential record of a customer’s initial skills and abilities. That is important because changes may be needed overtime, and responding to changes is an important part of our customer service.
So, how do you complete an online assessment?
Of course, there is nothing better than meeting our highly skilled assessors and we are happy to follow our online assessment with a visit as soon as you are ready, but in the mean-time, we can provide the firm quotation you will need to apply for funding or even the trike itself if you decide to order straight away.
Step 1. Download this pre-evaluation PDF onto your home computer. You can only fill out the fields once this form is saved onto your desktop/ device.
Step 2. Complete the form and the requested drop-down menu choices.
Step 3. Save the document under your name and then send as an attachment by email to firstname.lastname@example.org
Step 4. Once our admin staff receives your pre-evaluation form they will be able to send you a quote to use for funding purposes, if required.
Needless to say, we need to be extra vigilant about infection control these days, so when our assessor does visit, you have the peace of mind of knowing that they will sanitise their hands and all equipment before the assessment begins.
Tomcat SNI Ltd Guarantee trike certificate
The Tomcat Guarantee
TOMCAT SNI LTD GUARANTEE THIS PRODUCT TO BE FREE OF DEFECTS IN MATERIAL AND WORKMANSHIP FROM THE DATE OF ORIGINAL PURCHASE FOR A PERIOD OF 2 YEARS. TOMCAT ADDITIONALLY GUARANTEE THE FRAME EXCLUDING ITS ATTACHMENTS FOR A PERIOD OF 7 YEARS.
OUR OBLIGATION UNDER THIS GUARANTEE IS LIMITED TO REPAIR OR REPLACEMENT OF THE FAULTY ITEM OR THE ENTIRE UNIT AT OUR OPTION, PROVIDING IT HAS BEEN PROPERLY MAINTAINED, HAS NOT BEEN TAMPERED WITH OR REPAIRED BY UNAUTHORISED INDIVIDUALS AND IN THE CASE OF CUSTOM BUILT PRODUCTS, HAS NOT BEEN USED BY PERSON(S) FOR WHOM IT WAS NOT ORIGINALLY DESIGNED OR INTENDED.
THIS GUARANTEE DOES NOT COVER NORMAL WEAR AND TEAR, THE COST OF INCONVENIENCE, PROPERTY DAMAGE, ABUSE, MISUSE ACCIDENT OR SIMILAR INCIDENT. UNDER THESE TERMS TOMCAT SNI LTD WILL BEAR THE COST OF REPLACEMENT
PARTS AND LABOUR CHARGES BUT NOT TRANSPORTATION COSTS UNLESS BY PRIOR AGREEMENT. CALL OR WRITE BEFORE RETURNING GOODS UNDER THIS GUARANTEE. CLAIMS UNDER THIS GUARANTEE WILL ONLY BE CONSIDERED FOLLOWING INSPECTION BY US OR OUR APPOINTED AGENT AND BEFORE ANY REMEDIAL WORK IS UNDERTAKEN.
THIS GUARANTEE APPLIES TO THE ORIGINAL PURCHASER ONLY AND DOES NOT PASS TO ANY THIRD PARTY THROUGH TRANSFER OF OWNERSHIP OR CUSTODY. BY OFFERING THIS GUARANTEE TOMCAT TRIKES LTD IN NO WAY SEEKS TO DIMINISH A CONSUMERS STATUTORY RIGHTS.
TOMCAT SNI LTD
UNIT 13/7 THE GLOUCESTER BUSINESS PARK
Download the certificate:
Notes for Multiple Carers of Supervised Tomcat Tricycles.
Notes for Multiple Carers of Supervised Tomcat Tricycles.
Carer Supervision options.
There are three modes of supervision available with Tomcat Trikes.
- Independent use, where the rider has the freedom to make choices about speed, direction (steering), braking and the safety of themselves and others. A rider should only be permitted to use the trike independently if, in the carer’s judgement, they have the skills to keep themselves and others safe at all times and in all circumstances.
- Carer Braking™, where the rider is wholly in control of the direction of the vehicle, but the supervising carer can, (when necessary), override their decisions regarding trike speed and braking and the safety of themselves and others. This is achieved with a brake mechanism, operated by tugging a strap that is held by the carer at all times when the trike is in use and mounted at the rear of the trike. Also provided is a park brake for use by the carer only.
- Carer Control™, where the supervising carer has ultimate sanction over all functions of the trike including direction (steering), braking, speed and the safety of themselves and others. This is achieved with a detachable control arm, mounted at the rear of the trike, which also incorporates a brake. By moving the control arm left and right, the trike will steer to left and right. Pulling back on the control arm handle, at any time, will apply the brake. Carer Control incorporates all the features of Carer Braking and can be converted to Carer Braking by removing the control arm and attaching the strap as with Carer Braking. Also provided is a park brake for use by the carer only.
Both Carer Braking and Carer Control incorporate a “Speed Control” feature. Though speed is essentially controlled by the application of either carer braking mechanism (Carer Braking or Carer Control), the system is much more than a simple brake and used correctly, will ensure that the speed of the trike never exceeds the walking speed of the carer, irrespective of the steepness of hills or the determination of the rider to accelerate away from the carer.
To control speed, all the carer need do is firmly hold the strap (in the case of Carer Braking) or the control handle (in the case of Carer Control). Thereafter, when the trike accelerates away from the rider either through downhill slope or rider intention, the brake is automatically applied and slows the trike back to the carers walking speed. In this manner, steepening of the slope or harder pedalling by the rider only serves to apply the brake even more and in this manner, the desired speed is automatically maintained. With a little practice, this is a very safe and simple way to maintain a safe speed at all times.
The Tomcat Carer Control has a power multiplier feature that keeps the carer in control at all times. If the rider pulls on the handlebars with 1kg of force it takes just 0.25kg of force for the carer to resist the directional change and in that way the carer stays in control at all times.
It is good practice to train the rider against, erratic, over-forceful or unpredictable movements of the steering by stopping the trike when this occurs in order that the rider learns that disruptive behaviour results in the trike stopping.
When training cannot resolve the problem of the rider disrupting steering to the point of discomfort for the rider or danger to the rider, carer or other third parties, Tomcat should be consulted with a view to fitting its fixed handlebar system. With this system the riders handlebars are permanently fixed and only the carer can steer. Though not ideal from a “rider experience” or learning point of view, it does make the use of the trike comfortable and easy for the carer, and above all other considerations, “safe” for rider, carer and all third parties.
Of necessity, some trikes are either permanently fixed drive or can be switched to fixed drive. If the rider is likely to suddenly and unpredictably reverse the trike by backpedalling, this can endanger the rider, carer and others, and must be discouraged by stopping the trike on each and every occasion. However, applying the brakes when the trike is reversing fast can be easier said than done, therefore the following procedure should be adhered to at all times.
- Keep the control handle at arm’s length so that the brake can be applied quickly if necessary.
- Keep the strap under slight tension and hold it at arm’s length so that it can be applied quickly if necessary. Do not allow the strap to droop dramatically at any time.
- Stay out of the danger zone with unpredictable riders! Do not stand directly behind the trike at any time, instead, walk to the side so the trike will not run you over should it reverse suddenly.
- If you are left handed, walk to the right of the trike, if you are right handed, walk to the left of the trike.
- Never give the rider “their head” and run with the trike. It may be fun but it is never safe! You must be in control in all circumstances and be able to take immediate action in unexpected circumstances.
- Unless you can pull backwards on the handle or strap (see notes A and B) you will not be able to apply the brake when the trike is reversing, so should you lose control and the trike begins to pass you in reverse, let go the handle or strap and grab the backrest or handlebars instead.
- If the rider has a propensity to reverse pedal or develops this trait, this may be because of discomfort, poor setup or the need for adjustment. You should consult Tomcat for more advice.
General Guidelines for Supervisors and Carers of Tomcat supervised trikes.
- In all multiple carer environments (such as schools) there should be at least one supervisor trained by Tomcat in the full use of the trike. This training will always be given by Tomcat on delivery. The supervisor should thereafter disseminate their knowledge to each and every subsequent carer.
- If the supervisor changes, they should appoint and train a new supervisor in accordance with this document.
- All carers should have refresher training from time to time at the discretion of the supervisor.
- As a carer, you are responsible for the supervision and safety of not just the rider, but yourself and other third parties as well. You should not accept the supervision of a rider until you have been properly trained in the fitting and use the control arm and strap, and fully understand the content of this document.
- If at any time you feel you are not in control of the trike, or feel you may lose control at some point, you should immediately seek the advice of your supervisor.
- If the control handle is fitted, it must be held at all times by the carer. Never, under any circumstances, leave the Carer Control handle attached when using the Carer Braking strap or using the trike independently. This is a highly dangerous practice, particularly when small children are nearby.
- Follow the instruction for speed control if the rider has a tendency to suddenly, or forcefully accelerate.
- Remember that you have a responsibility to others as well as the person in your charge. They will have no reason to believe that anything dangerous is about to happen as you pass nearby, so slow, stop, or keep your distance when passing close to others.
- Whenever problems arise with the rider in your charge, or you are swapping between the control handle or strap, be sure to apply the brake.
- When it is necessary to assist an unpredictable rider, by pushing uphill for example, always do so with the backrest, never by the control handle as this is not designed to move heavy objects. If you are likely to encounter this difficulty, you must ask for the assistance of another carer, one to do the pushing and yourself to operate the brake in accordance with instructions A and B for Direct Drives.
Does “Custom Made” mean that only one person can use your products?
No, but it does mean that it will be perfect for the person or group for whom it was built. Lifespan is another important benefit of custom building. By custom building, a Tomcat frame will fit the rider perfectly with on average, 4 to 5 years lifespan ahead but an off the shelf product may start 1 or 2 years through its lifespan when delivered so custom building makes sense on many levels.
Custom building is about providing the very best machine for the customers needs, whatever they may be, and that often means providing the best machine for a group. For example, schools would want a machine with a broad usage range and quick adjustments throughout. They would naturally need different features at a school for the blind than a school for hoist users with cerebral palsy. Custom building is about providing the best solution for the customer, pure and simple.
When the disability is very mild. Do I really need a Tomcat?
Possibly not. With mild conditions, the human body become more adaptable, therefore custom building becomes less important, but there are many other benefits to buying a Tomcat beside the custom building aspect.
An expert opinion.
We have built many thousands of trikes for disabled people so we know what works. Our customers on the other hand, may never have bought a trike before, so it’s sensible to have an expert opinion. However, being an expert comes with responsibilities so “buyer beware” has never been part of our vocabulary. If we get it wrong, we put it right free of charge – it’s as simple as that!
Features and benefits.
Try a Tomcat and you may find innovative features you’d love to have but can’t find anywhere else. Take a multi geared trike for example. These are always single frame machines because of gear and brake cables, but Tomcat have solved that problem with our make and break technology so you can take any multi-geared trike apart in the blink of an eye and transport it in a family car – how cool is that!
What is the purpose of the pedal elasticated cord?
The cord prevents the foot-shoes from turning over and striking the ground when the trike if being pushed without a rider. They serve no other purpose therefore, it is perfectly safe to use the trike without the cord. Occasionally the cord will get entangled about the pedal or get caught in the UQR (Upper Quick Release) mechanism causing the cord to fray. To prevent this, ensure the cord is free of the pedals and routed under the UQR blade before setting off.
If our Tomcat is stolen, is it traceable?
Usually yes! All Tomcats are serial numbered against the original owner and this number is on the frame, but even if the number is removed, because your Tomcat was custom built we can usually positively identify it from its colour and construction and over the years we have helped several customers get their property back through positive identification. That said, it is always wise to have your trike invisibly fingerprinted by the police.
Why have you asked us for measurements again?
It can take some time for a quote to turn to an order and in that time children can have growth spurts, therefore we will ask you to measure your child again if your quote is more than three months old.
The most important measurement is inside leg but that is inappropriate for an assessor to measure accurately, therefore we ask parent to takes this measurement for us in a proscribed way that produces an accurate result.
Though easier to measure, height is of less importance than inside leg, however, because the human body normally grows in very strict proportion we are able to cross reference height with inside leg to confirm that both are correct. If at the build stage we believe there may be an error, we will sometimes ask you to check both measurements again. With adults we usually only ask for height.
I want to support British industry. How much of a Tomcat is truly “Made in Britain”?
Standard cycle components such as bells and spokes are never made in Britain these days, however most Tomcat components are unique to the company and are cut from the raw material and made into Tomcat parts here in the UK. We make all our frames and customised components in our Gloucester workshops and every Tomcat product is assembled to order in our fitting shop.
Certain specialist processes or high volume precision components can only be provided by specialist firms, however, all are British and most are based locally in Gloucestershire, so you know that when you buy a Tomcat you are supporting British industries as diverse as model makers, founders, precision machinists, upholsterer’s, finishers, laser cutters and wheel builders to name but a few.
We are very proud to say that for fifteen years Tomcat has always had at least one engineering apprentice in training and the Tomcat product you buy is about as British as it gets.
Do you buy back used Tomcats?
As a customising OEM, for quality management and insurance reasons we cannot use anything but new and traceable components in our products, therefore we do not allow old components or assemblies on site except under our passported Give and Take scheme. However, if you want to sell your old Tomcat or see it go to a new home, there are other ways we can help.
Re-selling your Tomcat.
Tomcat trikes are generally considered the industry gold standard, therefore when a Tomcat in good condition comes up for sale (on Ebay for example), they command a very high second hand value, usually between 30% and 50% of its purchase price after 5 to 10 years and sometimes more.
If you do chose this route the guarantee expires with you, but we are happy to provide support, service, spares, advice and where possible, customisation to the new owner, because experience has taught us that they are our customers of the future. In a nutshell, a private sale with our support will realise a far higher return on your original investment than a buy back.
Give and Take Scheme.
If you simply want to see your Tomcat go to a good home, take a look at our Give and Take scheme. In essence, we service your old Tomcat free of charge and pass it on for group use in schools, hospices or anywhere where many deserving children can benefit from your gift. The scheme is entirely free and passported so you know where your old Tomcat is benefiting those other children. For more detail about being a donor or new owner, check out our G & T scheme on our xxx tab.
What’s included in the cost of my trike?
When the Tomcat trike arrived in 1997 it had the Carer Control, Two Piece Frame, Custom Build and lightweight construction that everyone wanted, but those feature obviously cost more, therefore, in the absence of a “like for like” machine, the myth grew that a Tomcat was expensive.
However, value is not always about cost and even though the ticket price might have been higher, funders soon realised that it was better to pay a little extra for something that was going to be loved and used rather than wasting money on a dust collector.
Service too, is a factor for something as crucial and specialised as a special needs trike. After all, it is a therapy tool so the stakes are very high. It was service that led the chief executive of a national charity to recently remark that “You are the best supplier we deal with – by some margin”.
Tomcat has never been tempted to manufacture abroad because custom building is about immediate response to special situations, but for years UK costs were higher. That is no longer the case and unless a process is very labour intensive, UK manufacture coupled with the Brexit effect upon the pound is very competitive, so we are pleased we kept to our UK only policy.
Value for money.
These days, you may well find that when you buy a custom-made Tomcat, you are paying less for the original technology than you are paying for an imported copy, so a Tomcat is tremendous value for money these days. How do you find out – well that’s quite simple! Always ask at least two companies to provide an assessment and make sure that one of those is Tomcat! Assessments are free, so what do you have to lose?
Tomcat Twister™ Returns Policy
We hope you are pleased with your purchases, however if you do wish to return an item, please follow our
When returning an item that is unsuitable, please return the item to us as soon as possible:
- Ensure it is in its original packaging
- Include a copy of the invoice in the box
- Include a note or letter explaining why you are returning the item
- We recommend the item is sent by recorded delivery, at your cost, to ensure we receive it. Items not
sent by recorded delivery are done so at the consumer’s own risk. See delivery address below.
What to do if an item is damaged:
Tomcat Twisters are checked before dispatch to ensure order accuracy and that the product is dispatched
to you in perfect condition. Refuse to accept the package if its outer packaging is open or badly damaged.
Write your reasons for refusing delivery on the courier’s delivery note then notify us immediately.
The customer has a duty of care to ensure that unsuitable goods are returned to us in re-saleable condition.
We may refuse a refund for items that are not re-saleable, for example, items that have been worn.
- Report it to us immediately by letter or email and return the item to us as soon as possible
- Include a copy of the invoice in the box
- Include a note or letter pointing out the damage
- We recommend the item is sent by recorded delivery, at your cost, to ensure we receive it. Items not
sent by recorded delivery are done so at the consumer’s own risk. See delivery address below.
If you wish to cancel an order:
Please notify us within 7 working days of your order by letter or email.
Please return items to:
13/7 The Gloucester Business Park
If you have any queries about your refund, please call: 01452 616 900
Your statutory rights are unaffected.
My child wears splints, what size Easy-up should i order?
Have a look to our “Check your size” video, follow the instructions and you Twisters size in the conversion charts.
My child only has a splint on one foot, what Easy-up size should I get?
Again, get the size that fits the splint. Separately sized shoes aren’t necessary. Because the shoe’s unique twisting lace mechanism keeps tightening by 1mm with each click, simply keep twisting and the shoe tightens to accommodate the foot without the splint too! Check the video explaing how to do the measurement and find your size in the conversion charts.
How strong is an Easy-up lace?
The lace wire is very tough and is guaranteed for the life of the shoe. It is the same design used for ski boots and is very strong. If, by some crazy chance, it does break, then it is easily replaced.
How do I order a pair of Easy-up shoes?
You can order all 80 variations on our Twister e-shop.
What if i order a pair of Easy-up shoes and they don’t fit?
It is very easy … all you need to do is return them to us and we’ll swap the size for you. Our refund policy can be found here on our Twisters product page.
About the Easy-up shoes pricing
The Twisters shoes are completely hand made in Italy, only using high quality leathers and materials. Inside lining is made of calf leather to assure durability and healthy foot. The lacing wheel is a very clever piece of kit, and they shoes themselves have been designed in conjunction with orthotists in Italy. It is very difficult to design something so simple, and a lot of research and development goes into these shoes to make it much easier to put on shoes with AFOs, splints, arthritis or fine motor problems, which is why they are the price they are.
Do I have to pay VAT on the Easy-up shoes?
No, they are zero rated as they are classed goods for disabled people.