Frequently Asked Questions

FAQ's

Delivery

How long does delivery take and what are my options?

Standard Delivery:

All our item's delivered as standard delivery are delivered by courier, and will be delivered to your door, door step or kerb side (for larger pallet deliveries). 

Standard delivery takes between 3-5 working days.

Standard delivery costs £4.95 for all orders under £50.

For orders of or over £50, standard delivery is FREE.

Engineered Delivery:

All item's delivered by engineer will be delivered, assembled and demonstrated to the customer upon arrival. Should you wish for the engineer to remove all the packaging for your convenience then they can do this also. 

Engineered delivery takes between 7-14 working days.

Engineered costs £80.00 for all orders.

Two-man deliveries cost £145.00. (e.g. beds)

Will I be able to track my delivery?

For all items delivered by courier as standard delivery, all our customers will be able to track their delivery via the tracking link we have provided to them in an email once their item(s) has been dispatched. Should you ever wish for us to track your delivery for you, please feel free to contact our customer services team. 

Please note, if you have purchased a large item and have not selected engineered delivery, your item(s) will be delivered on a pallet with our pallet couriers. Items delivered by pallet are:

Mobility Scooters

Powerchairs

Riser Recliners

Electric Beds

Hoists

Pallet delivery is not trackable. Instead, we confirm with the customer which day they would like to receive delivery and the pallet will be delivered anytime on that day between 9am and 5pm.

For engineered deliveries, your delivery is not trackable. Instead, we confirm with the customer what day and what 2-hour window they would be happy to receive delivery. 

What is the benefit of having an engineer deliver my order?

Engineer delivery is particularly good for delivery of items that require assembling or if the user would like someone to demonstrate their purchase to them. 

For example, if you purchased a large mobility scooter or bed and you don't have the strength to assemble this item at your property. Then having a fully trained engineer, deliver, assemble and demonstrate your purchase to you, can make receiving your new item completely stress and hassle free.

Furthermore, you will have full knowledge of your product, as the engineer will make sure that you understand all there is to know about your product(s).

We also recommend customers choose engineered delivery should you live somewhere where a courier driver won't deliver to. For example if you live in a block of flats and need assistance bringing your item up the stairs, then choosing engineered delivery can be wise.

Finally, all our engineers will take away all the excess packaging should you not wish to keep it.

What happens if my item is out of stock?

Upon ordering, if for some reason your item is out of stock and we are unable to achieve the stated delivery lead time for your order, one of our team will contact you as soon as possible. We inform you when your item is due into us.

If the lead time is not acceptable for you to wait, then we will of course either offer you an alternative product with very similar specifications of your original choice, or we will refund you at your request.

If your item is out of stock and you are happy to wait for us to receive new stock, then we can place your order on back order guaranteeing your item when the new stock arrives. 

What if my item arrives damaged upon delivery?

Should your item arrived damaged by courier, then we will require you to call us that same day, supplying us with as much information as possible, such as images and videos. 

Upon arrival, if noticing that goods are damaged, then the customer must report this by signing the delivery note as "Damaged on Arrival". On the same day upon the products arrival, if noticing damage, you must contact us and inform us of the damages. If the delivery note is not signed with "Damaged on Arrival" then us MobilityCo the seller cannot be held responsible for the damages. 

If our engineers have delivered and assembled your product(s) and there is evident damage, then we will return that item and replace that item with a new pristine one. 

Do you deliver to all of the UK?

We deliver all throughout the UK. For certain areas such as Northern Ireland, the isles and the Highlands of Scotland additional charges may incur for the delivery of your item. Please contact our sales team who will be able to inform you of the costs associated with delivering your item and the lead time expected for delivery.

We don't offer engineered delivery to Northern Ireland or the isles.

Do you deliver outside of the UK?

If you are interested in a particular product and live outside of the UK, please contact our sales team who will be able to inform you of the costs associated to deliver the item you may be interested in.

sales@mobilityco.co.uk

FAQ's

Product Demonstration

How can I arrange a product demonstration of one of your products?

If you are interested in seeing a particular product you are interested in and wish for one of our product advisors to demonstrate it to you, then please contact us by phone or email our sales department:

Call us on 0333 444 3160

Email us at: sales@mobilityco.co.uk

If we don't have the item that you are interested in seeing available to demonstrate in our store, then we will communicate this to you and inform you as to when next it will be available. 

Furthermore, if you can't or would prefer not to visit us in store, but would like a detailed and immersive product demonstration, we also offer all our customers a virtual consultation or a home visit demonstration with one of our product advisors.

Do you demonstrate products anywhere in the UK?

We do offer the service of home demonstrations and assessments to anyone throughout the UK, but only for certain products, please contact one of our team to ask if the product you are interested in is available for an instore, virtual or at home demonstration.

FAQ's

Insurance & Warranty

What does the warranty cover?

Your item will come with a manufacturer's warranty. Should your item develop a manufacturing fault within its warranty period, then the manufacturer warranty will cover the costs of ordering the new parts required. The majority of manufacturers warranties do not cover the costs of the labour required to visit, collect and repair your item however. Please read the user manual to inquire as to what your manufacturer warranty covers. 

We always advise our customers to consider purchasing warranty cover, as this covers the costs of any labour fees required to fix your equipment.

How long does my warranty last?

All our items come with a minimum 12 months manufacturing warranty. Some product do come with a longer warranty. You will need read the specification of each product to check, or see your user manual of your product to learn the length of your warranty and what it covers.

Can I extend my products warranty?

You can extend your warranty for an additional 1 to 4 years. We work with Mark Bates Ltd, who are the number one provider of insurance and warranty products, catering to all our customers insurance and warranty claims. 

If you decide that you want to purchase extended cover for your item whilst still within the first 12 months warranty you can extend your cover up to 4 years. If you are outside the first 12 month warranty you can only extend it by 1 additional year.

Additionally, the warranty products provided through us cover the costs of not only parts but also labour costs too. 

Please contact our sales team, who will be able to explain these options to you.

What does insurance cover?

Having insurance on your item can provide you peace of mind and confidence in knowing that if you are looked after and covered should ever a negative situation occur, such as you damaging your item, a fault occurs, or you hurt yourself or someone else.

Insurance coverage differs from one product type to the next, so please speak to one of our sales team, who will be able to explain the different options to you.

However the main fundamentals that insurance covers and protects you from is:

  • New parts and labour costs covered
  • Breakdown and accident recovery cover (30 mins - 1 hour to collect you anywhere in the UK)
  • Personal liability cover
  • 90 day worldwide cover
  • Loss of keys
  • Accidental damage cover
  • Theft and vandalism
  • Hire costs if your item is in for repair

And more...

Please read through the insurance products detailed on our site, or feel free to contact one of our sales team:

Call us on: 0333 444 3160

Email us at: sales@mobilityco.co.uk

FAQ's

Servicing & Repairs

How often should I get my item serviced?

There is no law that states that you are legally required to have an annual service conducted on your mobility equipment. You can opt not to have your equipment serviced during the lifetime of it's use.

We however recommend booking your equipment in for an annual service once a year, to make sure your item is working properly as this prevents any avoidable issues later down the line which might require costly repairs.

Servicing Fees:

  • Profiling / Electric Bed: £60.00
  • Bathing Lift: £45.00
  • Hoisting Equipment: £75.00
  • Manual Wheelchair: £40.00
  • Powered Wheelchair: £65.00
  • Specialist Powered Wheelchair: £80.00
  • Mobility Scooter: £65
  • Riser Recliner Chair: £50

I have a fault or problem with my product, what should I do?

If you are experiencing a fault or problem with your item, then you will need to contact our customer service department by phone, live chat or email. We will ask you a series of troubleshooting questions to try and establish whether we can help solve your problem before arranging any engineer visits. 

productsupport@mobilityco.co.uk

If your item's fault cannot be established or resolved before any visit, we will arrange for one of our technicians to contact you where they will be able to speak in more detail about the fault relating to your product and arrange a visit.

I need a technician to visit my property and assess my item, how much does it cost and how long to visit?

Engineer call out times vary dependent on where the customer is located. We can service more swiftly, customers within a 1 hour radius of our Macclesfield Head Office.

For customers outside a 1 hour radius, engineer call out's can take between 5-7 days.

If you need your mobility equipment seen to quicker, you can contact your local mobility retailer.

Local Call Out - £40

If you are within 1 hour radius of our Macclesfield Head Office, we charge a flat fee of £40 for an engineer call out, including 30 minutes on site to assess and repair.

National Call Out - £110

For customers outside a 1 hour radius of our Macclesfield Head Office, we charge a flat fee of £110 for an engineer call out, including 30 minutes on site to assess and repair.

Longer than 30 Minutes

Should a visit take longer than 30 minutes, then our engineers will charge a flat rate of £20 for every extra 30 minutes.

Can't be Fixed on Site?

Should upon our engineer visiting, we deem that your item is not fixable on site, then our engineer will inform you what the available options are to get your item fixed.

What happens if you need to keep my item for repair?

If we need to keep your item for more than one day for a repair or to await the arrival of a specific part, then we will need to discuss what alternative mobility options you have available. If you are extremely dependent on your item and can't manage without it whilst it is in for repair, then we will need to discuss with you available options or solution and either supply you with a temporary product whilst your item is in for repair. We can't guarantee however that we will have spare stock to provide you temporary solution.

Please call us and we will always do our upmost to ensure that you are looked after and thought of before we take your item in for repair. 

Do I need to pay for repairs if my item is under warranty?

All our products have a minimum of 1 year's warranty supplied by the manufacturer, in combination to your rights under the Sale of Goods Act. Your warranty will cover the costs of certain parts of your product. Not all Manufacturer's warranty covers the cost of labour to repair your product. Please check your user manual which will state what your manufacturer's warranty covers.

If you require an engineer to be called out to assess and repair your product, then a normal engineer call out charge of £40 will be required to be paid (This price is for customers who are within 1 hour of our Macclesfield HQ). This amount will be refunded under the circumstance that a manufacturing fault has been found and you warranty covers the cost of labour under your warranty. If your warranty does not cover the cost of labour, then you will be required to pay for the call out fee.

Should your item demonstrate a manufacturers fault then the parts required for the repair will be covered under your warranty.

Should you be outside of your warranty or not have insurance or warranty cover, then the costs of the parts and labour will be paid by the customer to fulfil the repair. We will always communicate to you prior to any repair commencing what the total costs are.

FAQ's

Returns

How long do I have to return my item?

All our product's come with 14 calendar days returns policy from the day the item was delivered or bought from out store. Be aware that returns are not free and that you will be charged for the cost to arrange collection to return your item. All return prices can be found in our delivery and returns policy.

If you are wishing to return your product due to you demonstrating the product is faulty, then there will be no charge to return your item.

If you find for whatever reason that your item(s) is not suitable then you will need to contact us as soon as possible to arrange the return of that item. 

Please call us on 0333 444 3160 

Please email us at: customersupport@mobilityco.co.uk

We will require you to quote either your order number or your full name and address and the item you wish to return.

If you have surpassed the 14 days returns policy, then we cannot accept any returns.  

We cannot Return any Special orders or Made to Order Products as these are bespoke. 

We cannot accept returns of products that when used can void health and safety regulations e.g., bathroom, toilet or incontinence products, mattresses and perishable items. A refund will only be given if the product is proven to have arrived damaged or faulty. 

Should customers choose engineered delivery and have signed off that their new product is fit for purpose and suitable upon delivery, then we cannot accept any returns (unless the item is faulty) as the engineer has consulted, demonstrated and made sure that the customer is happy with their new product.

Should the customer find that their new purchase is not suitable upon our engineers demonstrating their new purchase, then the customer has the right to reject the item and instruct the engineer to take the item away.
This will however result in the standard return fee charges.

How do I return my item?

To return your item, firstly your request must be within 14 calendar days of your item being delivered.

Next, you must contact our customer services team to request the return. 

Please call us on 0333 444 3160 

Please email us at: cs@mobilityco.co.uk

We will require you to quote either your order number or your full name and address and the item you wish to return.

We will require that the item is returned to us in the original pristine condition that it was delivered to you, in its original packaging.

Should we find that upon the return, there is either packaging missing or the item is not in it's original pristine condition, then we MobilityCo have the right to charge the customer to replace the packaging or for the work required to make the product pristine for sale. 

Dependent on what your item is that you wish to return, we here at MobilityCo will arrange for the courier or engineer to collect your item.

If you are returning a small item, then we will ask for you to either return this item in the parcel it arrived in, or you will have to place your item in a parcel at your own expense. Once you have packaged your return item, we will arrange a courier to collect that parcel from your address on a day convenient to you. You will not be required to put any labels on your parcel.  

If you are returning a large item that was delivered by pallet, we will either arrange for an engineer to collect your return item, or we will organise a pallet courier to collect your large item and they will bring a pallet to your address, should you not have one. 

Do I have to pay for the return if my item has a manufacturing fault or is damaged?

There is no return fee to return items which are faulty.

When will I receive my refund?

Upon the assumption that you have returned your item in it's original condition, without any signs of usage and in it's original packaging, refunds will be actioned as soon as we have received and checked your return. 

Refunds take between 5-10 days to appear back in to your account. 

If your return is not returned in it's original condition or it's original condition, then we have the right to inform you and charge you of the costs associated with returning that item back to it's pristine condition.

Would you buy back an item should we no longer need it anymore?

We are afraid that we do not offer a buy back service or even a sale on behalf of service. Should you or your family no longer require an item no longer due to a variety of reasons, then our best advice is that you can either:

a) Sell it privately through a variety of channels, such as eBay, Facebook etc.

b) You can donate the item to a charity, care home or medical centre should they be accepting of it.

c) You can contact another mobility retailer who might be interested in either purchasing the item or selling it for you on your behalf.

What are the costs to return my order?

Please note there is no charge to arrange the return of any faulty products.

  • Walking Aids: £19.99
  • Manual Wheelchairs: £35.00
  • Bathroom Aids (Bathlifters etc.): £45.00
  • 4 mph Mobility Scooters: £80.00
  • 6-8 mph Mobility Scooters: £100.00
  • Riser Recliner Chairs: £80.00
  • Powerchairs: £80.00
  • Beds (2 Man Engineer Collection Only): £145.00
  • Personal Hoists: £65.00
  • Engineered Collection of Other Smaller Items (Wheelchairs / Walking Aids etc) Within 1 hour of our Macclesfield Store £25.00

FAQ's

Payment & Ordering

Can I speak to someone before I place an order?

You can always speak to one of our product advisors, who are on hand to assist you with finding the right product for you or a loved one. Their job is to answer any questions you might have, and to also advise you in regard to which product might be most suitable for you or another's needs or requirements.

Should you wish to place your order on the phone with them they will also be able to assist you with this too. 

Can someone help me with my order?

If ordering online isn't your preferred method of placing an order, dont worry. We have other ways to place your order.

Please feel free to give us a call, where you can speak to one of our product advisors, who are on hand to answer any questions you might have about your item, in addition to helping you place your order over the phone. All that is required is some details about you or the user, your delivery address and your card details.

Should you have any questions about forms of payment or ordering one of our product's please feel free to call us on 0333 444 3160, or email us at sales@mobilityco.co.uk

Will I receive confirmation of my order?

If purchasing online, as soon as you have placed your order you will receive an email confirming your order with an invoice detailing your purchase. 

If you are purchasing in store, then an invoice can be printed or emailed to you dependent on your preference.

What payment methods do you accept?

Here at MobilityCo we accept the following cards when ordering online:

  • Delta
  • Maestro
  • Mastercard
  • Solo
  • Visa
  • Visa Electron
  • American Express

We also accept PayPal. When ordering with PayPal, please be aware that you will be redirected to PayPal's website where you will need to complete the payment in order for your order to be placed.

If you wish to visit us in store, then we accept the following forms of payment:

  • Cash
  • Cheque
  • Card

Here at MobilityCo we accept the following cards when ordering in store:

  • Visa
  • Mastercard
  • American Express
  • JCB
  • UnionPay
  • Diners Club
  • Discover
  • Maestro
  • Visa Electron
  • V pay

We also accept contactless card payments, as well as transactions with mobile wallets such as Apple, Samsung and Google Pay.

I wish to cancel my order?

If you wish to cancel your order then we will need to know about your cancellation request prior to dispatching your order. We aim to dispatch orders as quickly as possible, however different items have different times for dispatch. 

If you fail to inform us of your cancellation request prior to your item(s) being dispatched, then you will need to see details about returning your order.

Do you offer part exchange?

Here at MobilityCo we do offer part exchange should you be wishing to purchase a new item. 

Please see our criteria below:

  • We can only offer part exchange on new purchases over £1000.
  • We can only accept part exchanges on item(s) that are less that 3 years old. We will need to see proof of purchase.
  • We can only accept part exchanges that are in good condition. We will need to see pictures and videos of your current model in detail, or you can decide to bring your model in to one. of our showrooms for inspection.
  • We must make clients aware that the price we offer for part exchange might not be the value they wanted at first, as we are required to spend money on adding new batteries, conducting a full service and repair, as well as placing a 6-month warranty on the item.

Here at MobilityCo we do reserve the right to refuse a part exchange should we feel the item does not fit with our criteria. 

For more information, please feel free to contact our team today.

FAQ's

General

Do You Offer Part Exchange?

Here at MobilityCo we do offer part exchange should you be wishing to purchase a new item. 

Please see our criteria below:

  • We can only offer part exchange on new purchases over £1000.
  • We can only accept part exchanges on item(s) that are less that 3 years old. We will need to see proof of purchase.
  • We can only accept part exchange of products within our product range.
  • We can only accept part exchanges that are in good condition. We will need to see pictures and videos of your current model in detail, or you can decide to bring your model in to one. of our showrooms for inspection.
  • We must make clients aware that the price we offer for the part exchange might not be the value they expected, as we are required to spend money on adding new batteries, conducting a full service and repair, as well as placing a warranty on the item.

Here at MobilityCo we do reserve the right to refuse a part exchange should we feel the item does not fit with our criteria. 

For more information, please feel free to contact our team today.

Phone us at: 0333 444 3160

Email us at: sales@mobilityco.co.uk

What does VAT exempt mean, and am I eligible?

Due to the vast majority of our products being specifically designed to aid someone who has an illness, medical condition or ailment, our customers are not required to pay any VAT on such item's.

To be exempt from paying any VAT on products that are eligible for relief, you or the person you are buying for must have a long-term illness, ailment or disability. Upon checkout of any purchase from MobilityCo, you will need to state the condition of the user.

What counts as a long-term illness or disabled?

For VAT purposes, you have a long-term illness or are disabled if you meet any of the following conditions:

  • You have a physical or mental impairment which has a long-term and substantial adverse effect upon your ability to carry out everyday activities.
  • You have a condition that the medical profession treats as a chronic sickness, such as diabetes.
  • You are terminally ill.

To claim your VAT exemption, you need to state the persons name who is using the item(s) you are purchasing, as well as stating their medical condition.

If purchasing in store, the same process applies.

Should you have any questions or wish to speak to one our our team, please feel free to contact us where one we will be happy to assist you.

Do you sell spare parts?

Should you require a spare part or an accessory, then please feel free to contact our aftersales team where we will be able to get you a price and the availability of the part you are requesting. 

We do not keep in stock spare parts as there are simply too many items to stock. We rely on our excellent relationships with all our suppliers to help us supply our customers with specific parts or product requests.

For more information on a part or product you might be interested in, please contact us by the following:

Phone us on: 0333 444 3160

Email us at: aftersales@mobilityco.co.uk

How long and how often should I charge the battery for my scooter or powerchair?

The main component in looking after any equipment that relies on its batteries to get them from A to B, is of course to look after the batteries.

Here are the main principles to follow:

  • When first receiving your item, charge your battery for a minimum of 14 hours.
  • Avoid running your batteries completely flat.
  • Avoid short burst charges (i.e., 2-3 hours). 
  • If using daily, a good habit is to charge your battery each night ready for the next day.
  • If using once or twice per week, then charging 1-2 times per week is perfectly fine.
  • Don't leave your batteries idle without charge for a long period of time.
  • If storing for a period of time, fully charge your battery for a minimum of 14 hours.
  • Only use the charger that was provided. 
  • Try to keep your scooter or powerchair dry and indoors if possible.


Finally, we always advise that our customers adhere to getting their mobility equipment booked in for an annual service. This allow us to check over and make sure your equipment is working properly.

Can I use my scooter or powerchair in the rain?

Yes, you can use your mobility scooter or powerchair outside in the rain. We would advise however, that should you be caught outside or wishing to venture out in a very heavy downpour that you invest in waterproof protection for your item, as although they are waterproof, there are still important electronic in the control units to look after.

Be aware that we would always advise to stay clear of slippery surfaces such as ice or very wet grass.

It is good practice however that should you wish to protect your item from any risk of water damage then you can decide to purchase waterproof protection for yourself and your mobility equipment.