Frequently Asked Questions
If you’re looking for more information or have any questions, look through these FAQs to see if you can find the answer. We’ve tried to think of everything, but if these don’t solve your queries, please don’t hesitate to contact us and one of our team members will be more than happy to help!
Delivery & Returns
How quickly will I get my order?
Depending on the stock levels, you should receive your order within 3-5 working days. Too keen for your new delivery? If you would like it quicker than this, call us and we may be able to provide a faster delivery option.
How much will I be charged for delivery?
For orders over £40, we offer FREE standard delivery to the UK mainland. If you wish to deliver to the Scottish Highlands and non-mainland UK areas, this will incur additional delivery charge.
What if I’m not happy with a product bought online?
We apologise if you’re not 100% satisfied for any reason; you can return it for an exchange or refund if it is reported within 14 days of receiving the product.
Please note: Products that are made to order, are specially adapted to suit your requirements, or products which void health and safety regulations if used (such as incontinence, bathroom or toilet products) are non-refundable. There may be collection charges if collected.
What is the showroom returns policy?
Items returned to the showroom are eligible for a credit note or exchange to the value of the order. This is only if they are returned complete, unused, in an undamaged state and in the original packaging (where applicable). If they are not, we reserve the right to charge for repair / restocking fee.
VAT Exemption
Are the prices shown including or excluding Value Added Tax (VAT)?
All of the prices shown are excluding VAT. This means that if you qualify for VAT exemption, you are simply charged the VAT-free amount and you don’t have to reclaim it from the government – Simple!
Who qualifies for VAT exemption?
The chronically sick or disabled qualify for VAT exemption. If you have a temporary injury or mobility impairment, like a broken leg, or if you are elderly and frail yet otherwise well and able, you are not considered as ‘chronically sick or disabled’.
Does age impact VAT exemption?
No, age does not impact VAT exemption; no matter what your age, you will qualify for VAT relief if you are chronically sick or disabled. It’s worth mentioning that if you are over 60, you don’t automatically qualify for VAT relief.
Do I need to provide proof for VAT exemption?
The only evidence you need to provide is a simple declaration as to the nature of your disability at the time of ordering. You don’t need to worry about proof, a doctor’s letter or any reference numbers.
How do I apply for VAT exemption on your mobility products?
Your declaration can be made at the point of order. There is space for you to confirm your condition/disability on our order forms which states that you meet the criteria for ‘chronically sick or disabled’.
Warranty & Insurance
Do the products come with a warranty?
All new products are covered with a 12 month warranty.
All second hand products are covered with a 6 month warranty.
What does my warranty cover?
The first year of warranty covers mechanical and electrical breakdown. Depending on the product you purchase, some parts are also covered in the second year and beyond. Warranty does not cover accidental damage, customer misuse. water damage or consumables (includes batteries & tyres).
What does the extended warranty cover?
We offer extended warranty which covers the cost of repairs, including call out, labour and parts, following a mechanical or electrical breakdown. You can ask one of our product advisors about this when you call to order.
Do you have to insure mobility scooters?
Insurance for mobility scooters is not a legal requirement as it is with cars, but it is recommended by the Police and other authorities for both new and second hand mobility scooters.
What does your mobility equipment insurance cover?
You are covered for the cost of repairs or a replacement product following an accident or theft. Ask our experts to add insurance when you order.
Do you offer insurance for your other products?
Yes, we also provide insurance for stairlifts, powerchairs, and electric profiling beds.
Don’t just take our word for it.
Take a look and see what some of our thousands of customers have said about East Coast Mobility.
From start to finish, the service has been fantastic. From ensuring the reconditioned scooter I purchased was in top condition, to the great delivery experience through to dealing with helpful lady on the phone. I was most grateful for the non pushy sales approach – you gave me time to think. Extra information and assistance was immediately on hand. I cannot fault East Coast Mobility!
Mr Barrett
I recently needed to purchase a recliner chair for my mother, I contacted East Coast Mobility having dealt with them before, our needs were sorted over the phone, efficiently, with compassion and delivered within 48 hours.
Audrey Wandsworth
Just received my Cabin Car back after work done. The service I got was exceptional.
Not only was the work done to a brilliant standard they collected and delivered it too.
Robert Smith
Absolutely brilliant service, while she was very poorly my Mum’s stair lift stopped working and got stuck in a doorway in a really awkward place so I called round a few places but most couldn’t help very quickly.
Caroline Long
Great people who are very helpful. Reasonably priced and great variety of products. Highly recommend these people. Great to support a family business.
Vinnie Harris
Rated 4.4 stars by 100+ customers
Rated 4.7 stars by 49+ customers
From start to finish, the service has been fantastic. From ensuring the reconditioned scooter I purchased was in top condition, to the great delivery experience through to dealing with helpful lady on the phone. I was most grateful for the non pushy sales approach – you gave me time to think. Extra information and assistance was immediately on hand. I cannot fault East Coast Mobility!
Mr Barrett
I recently needed to purchase a recliner chair for my mother, I contacted East Coast Mobility having dealt with them before, our needs were sorted over the phone, efficiently, with compassion and delivered within 48 hours.
Audrey Wandsworth
Just received my Cabin Car back after work done. The service I got was exceptional.
Not only was the work done to a brilliant standard they collected and delivered it too.
Robert Smith
Absolutely brilliant service, while she was very poorly my Mum’s stair lift stopped working and got stuck in a doorway in a really awkward place so I called round a few places but most couldn’t help very quickly.
Caroline Long
Great people who are very helpful. Reasonably priced and great variety of products. Highly recommend these people. Great to support a family business.