CareFlex
FAQs

CareFlex FAQ's

Buying From Us

What is an assessment and do I need one?

Getting the right specialist seating starts with a thorough, friendly assessment. This is usually carried out with a healthcare professional and one of our seating assessors, working together to understand what’s needed.

We take a whole-person approach, looking at things like:

Your comfort and individual needs
How and how often the chair will be used
Access in and around the home
Who will be supporting or assisting you
The safest and easiest way to get in and out of the chair
How the chair will fit alongside your space and any other equipment

Our free, no-obligation assessment is all about finding the best solution for you. At the end, we’ll recommend the most suitable chair and accessories, then provide a clear written quote if you’d like to go ahead.

Can we collect our order from you?

For new chairs, we recommend delivery and set-up by a trained engineer or assessor. This helps make sure your chair is:

Set up correctly for your comfort, posture and safety.
Adjusted to your needs (including any accessories).
Checked to work smoothly in your home, including transfers and daily routines.
Explained clearly, so you feel confident using the functions from day one.

If you’re ordering parts or accessories, you can usually collect these from our South Devon factory.

Can we rent a chair from you?

In some cases, yes, you may be able to rent a chair through CareFlex or one of our trade partners. Rental options can vary depending on the model you need, your location and availability.

Please contact our customer support team and we’ll talk through your needs and the options available to you: Contact Us.

Am I VAT exempt?

Our products can be zero-rated for VAT, having been “designed solely for use by disabled people”.

However, the products can only be zero-rated when supplied to the following:

A handicapped person is when the user is ‘chronically sick or disabled’, and the goods and services are purchased or acquired for their personal or domestic use.
Charities where the goods are made available by the charity to a disabled person for their personal or domestic use.
Certain eligible bodies, e.g., healthcare bodies and hospitals with charitable funds, may qualify as zero-rated under separate rules. For more information, see VAT Notice 701/6 Charity-funded equipment for medical, veterinary, etc uses.

If Option 1 applies to you, please send us a completed VAT Exemption Form. This form can be supplied to you for completion by your Assessor or our Customer Support Team

If either Option 2 or 3 applies to you, please provide us with full details of the charity, including the charity number.

How much is a Care Chair?

The cost of a chair depends on the type of chair and its specification.

Please get in touch with our assessment team on 0800 018 6440 and select option 2 or email info@careflex.co.uk to discuss the options available to you.

We do not currently offer finance or instalment payment options for our products.

Using Your Care Chair

What level of pressure relief do your chairs provide?

Our chairs with WaterCell Technology are designed to support effective pressure management if you’re at medium to high risk of developing pressure injuries. The surface helps you stay comfortable while also supporting a stable, functional sitting position, so posture and pressure care work together.

Because pressure care is always individual, you’ll get the best results by taking a holistic approach. The chair’s functions and accessories can help spread your body weight more evenly to reduce areas of high pressure, but it’s essential that the chair is used as part of your care plan. This should include initial set-up and positioning, transfers in and out of the chair, and day-to-day use (including regular checks and repositioning as advised).

Is there a User Guide for my Chair?

Yes, there are User Guides available for all our chairs. Please select the Care Chair web page, and you will find the User Guide under ‘Downloads’.

Can I use any charger to charge my motorised chair?

No, we only recommend using a CareFlex-supplied charger. This helps make sure it’s compatible with your chair’s control box and motors.

Using a non-approved charger can cause problems such as a poor connection, slower charging, or damage to the battery. In rare cases, using the wrong charger can also increase the risk of overheating or fire.

Moving and Handling

Can your chairs be used to move someone?

Yes, our chairs can be used indoors to move you (or the person you support) from one room to another, where appropriate.

However, our specialist seating is not designed for outdoor use, and it doesn’t replace a wheelchair. If you also use a wheelchair, the two typically work side by side: a wheelchair is usually best for longer distances and outdoor access, while specialist seating supports comfort, posture and daily routines at home.

Always follow your moving and handling guidance and use the chair in line with the care plan.

Are your chairs compatible with hoists and other transfer aids?

In many cases, yes, our chairs can be used with a range of transfer methods and equipment, including stand-assist hoists and other moving and handling aids. Your chair can also be specified with features that support easier transfers, whether you transfer independently or with assistance.

Because everyone’s needs and home set-up are different, we recommend an assessment to make sure the chair fits smoothly into your daily routine. As part of this, we’ll look at:

How you transfer (for example, stand-assist, turn-and-pivot, hoisting, assisted standing).
The type of equipment you use and the space available around the chair.
Seat height and access to support safer positioning and transfers.
How the chair works alongside other equipment (for example, your wheelchair, bed or commode).

This helps ensure your seating is practical, safe and genuinely supportive in everyday life.

Do your chairs fit through a standard doorway?

It depends on the chair model and the doorways in your home, as doorway widths can vary a lot (especially in older properties).

To check, measure the narrowest doorway the chair needs to pass through and compare it with the chair’s maximum overall width (usually the widest point). If you’re close on space, also consider:

Door frames and handles.
Skirting boards and tight turns in hallways.
Whether the chair needs to pass through at an angle.

If you tell us the model you’re considering (and your narrowest doorway measurement), we can help you check whether it’s likely to fit.

Servicing and Repairs

I have a problem with my chair, can someone come out to fix this?

Yes, it’s usually possible to arrange a visit to repair your chair.

If you bought your chair through one of our trade partners, please contact them first, as they’ll normally arrange repairs and support for you.
If you purchased your chair directly from us, we can arrange for one of our engineers to visit and carry out a repair.

Sometimes we may need to order parts before the repair can be completed. If that happens, an engineer may need to visit again once parts arrive, or in some situations the chair may need to be returned to the factory for repair.

Can I order replacement parts for my chair?

Yes, you can order replacement parts for your chair.

If you bought your chair through one of our trade partners, it’s best to contact them first, as they can usually source parts for you.
If you purchased your chair directly from us, please get in touch with our team and we’ll help you identify and order the parts you need.

Can you service my chair?

Yes, you can arrange for your chair to be serviced.

If you bought your chair through one of our trade partners, we recommend contacting them first, as they can usually arrange servicing and support for you.
If you purchased your chair directly from us, one of our engineers can service it for you.

In some cases, you may also be able to take out a service plan to help you stay on top of routine maintenance.