Returns & Refund Policy

Scope and why vehicles are different

mobility vehicles are large, heavy industrial goods that must be transported by specialist vehicles and, in many cases, lifting equipment. They cannot be returned like a parcel.

Returns are therefore assessed case by case, taking into account the reason for the return, the vehicle's condition, whether it has been modified, painted, cut, loaded or relocated, and the cost of recovering the unit.

Incorrect, missing or misdescribed goods

If the unit delivered materially differs from the type, size, grade or specification you ordered, contact us promptly with your order number, clear photographs of the unit including the CSC plate and VIN/serial number, and a short description of the difference.

We will investigate with the depot and haulier and, where the claim is upheld, offer a remedy: correction or repair, replacement with a conforming unit, a price adjustment, or collection and a refund.

Damage in transit

Damage that occurred during delivery should be noted on the delivery paperwork and photographed before the vehicle departs where practical, then reported to us promptly. Prompt reporting allows a claim to be raised with the haulier.

What is not a defect

For used, cargo-worthy and wind & watertight grades, the following are normal characteristics of the grade and not grounds for return: surface rust and scuffing, dents that do not compromise structure, previous owner markings and paint patches, repaired panels, worn floor surfaces, and variation in paint colour between units.

Suitability for a purpose we were not told about, and inability to obtain planning permission or landlord consent to site the vehicle, are also not grounds for return.

Change of mind

Where a return is agreed for reasons other than a fault or misdescription, recovery haulage, lifting and any depot handling and re-grading costs are deducted from the refund, and the unit must be in the condition in which it was supplied.

Modified, cut, painted, insulated or otherwise altered units cannot be returned. Change-of-mind return requests must be submitted within 7 days of the delivery date.

How to raise a claim

Contact us with: your order number; the VIN/serial number and CSC plate photograph; photographs of the issue, including a wide shot showing the whole unit; and the date of delivery.

We acknowledge claims, tell you what further information is needed and give an assessment timeframe. Keep the unit accessible while a claim is open so it can be inspected if required.

Refund method and timing

Approved refunds are issued to the original payment method: to the card used with the secure payment link, or to the bank account from which a transfer was received. We do not issue refunds to a different account than the one that paid.

Claims are assessed within 5 business days of receiving all required information and documentation. Once approved, refunds are processed within 5–10 business days; the time for funds to appear in your account depends on your card issuer or bank.

Questions about this policy can be sent to our team using the details on our Contact page, quoting your order number where relevant.