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
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.
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.
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.
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
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!
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’.
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.
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.
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
All of our products are covered with 1 year, no quibble, guarantee and on selected lines, we provide up to 5 years!
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 or water damage.
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.
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.
All of our mobility scooters actually include complementary and comprehensive 3 months free insurance – what a bonus! 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.
Yes, we also provide insurance for stairlifts, powerchairs, rise & recline chairs, and electric profiling beds.
