Refund policy

At Mobility Extra, we hope your purchase exceeds your expectations. However, if you’re not completely satisfied, we’re here to help.

 

Return Timeframes

  • General Returns: You must notify us in writing within 14 days of receiving your item if you wish to return it.

  • Damaged Items: Any damages must be reported to us within 48 hours of delivery.

  • Returns or claims made after these periods cannot be accepted or processed free of charge.

 

Condition of Returned Goods

  • Products may be opened and examined, but if returned, they must be in a resalable condition, clean and in their original packaging.

  • Items returned with scratches, dents, scuffs, dirt or other damage may incur repair or replacement charges.

  • Mobility Extra reserves the right to claim compensation if returned goods are not in the same condition as received.

 

Packaging & Return Requirements

To ensure your return is accepted and not damaged during transit:

  • Use the original boxes and packaging.

  • Ensure items are securely wrapped and protected.

  • Take reasonable precautions to prevent damage in transit.

 

Return Shipping & Restocking Costs

The customer is responsible for all return delivery costs, including any applicable taxes or customs fees.

Collections are arranged from your home address by our courier service.
 ⚠️ Please note: we are unable to accept returns in person at our warehouse.

The following charges apply for return shipping and restocking (inspection, cleaning, and re-boxing are always required, even if you deliver the item yourself):

  • All Powerchairs: £75

  • Scooters:

    • SF-3 & SF-4: £75

    • ECHO & Sunny: £100

  • Manual Items such as accessories: £25

  • Replacement Boxes: £25 each + shipping costs

 

How to Return an Item purchased from Mobility Extra

  1. Contact Us
     Email support@mobilityextra.co.uk or by calling: 01992 236 096 within 14 days of receiving your item (or within 48 hours for damaged goods).

  2. Prepare the Item

    • Ensure it is in resalable condition.

    • Repack using the original packaging.

  3. Arrange Collection

    • We will organise home collection via courier.

    • You will be informed of the applicable collection and restocking fee.

  4. Wait for Confirmation
     Once your item is received and inspected, we will notify you of your refund status.

 

6. EU Customers: 14-Day Cooling-Off Period

If your item was delivered within the European Union, you are entitled to cancel or return your order within 14 days for any reason-no justification required.

Conditions for EU returns:

  • Items must be unused, unworn, with tags, and in their original packaging.

  • You must provide a receipt or proof of purchase.

 

7. Refunds

  • Once your return is received and inspected, we will notify you if the refund is approved.

  • Approved refunds will be issued to your original payment method within 10 business days.

  • Please allow extra time for your bank or credit card provider to process the refund.

If more than 15 business days have passed since your return was approved, please contact us at support@mobilityextra.co.uk.