Refund policy
At Movara Mobility, we want you to purchase with confidence. This Refund Policy explains your rights when cancelling an order, returning a product, reporting damage, or requesting assistance with a faulty item.
Your Statutory Rights
Nothing in this policy limits or excludes your rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013, or any other applicable UK consumer protection legislation.
1. Cancelling an Order Before Dispatch
You may request to cancel your order before it has been dispatched by contacting us as soon as possible.
We will make reasonable efforts to stop the order. However, we cannot guarantee cancellation once the order has entered the fulfilment process, has been prepared for specialist delivery, or has been collected by the courier.
If the order has already been dispatched, it will normally need to be handled as a return after delivery. Relevant delivery, collection, or return costs may apply where permitted by law.
2. Your Right to Cancel an Online Order
When purchasing online as a consumer, you generally have the right to cancel your order without giving a reason.
You must inform us that you wish to cancel within 14 days beginning on the day after you, or a person nominated by you, receives the goods.
Where an order contains multiple items delivered separately, the cancellation period begins on the day after the final item is received.
After notifying us of your decision to cancel, you must return or hand over the goods without undue delay and no later than 14 days after notifying us.
3. How to Request a Return
To request a cancellation or return, please contact us before sending or arranging collection of any goods.
Please provide the following information:
- Your full name
- Your order number
- The product you wish to return
- Your reason for returning the product, where applicable
- Photographs or videos if the product is damaged or faulty
- Your preferred contact details
We will provide return instructions and, where applicable, help arrange a suitable collection service.
Please do not send mobility scooters or other large products through an unauthorised parcel courier. We are not responsible for loss or damage caused by an unsuitable or unauthorised return method.
4. Returning Mobility Scooters
Mobility scooters are large, heavy, and high-value products. They may require collection by a specialist freight courier or pallet network and cannot usually be returned through standard postal services.
For a change-of-mind return, you are responsible for the direct cost of returning the scooter unless we have agreed otherwise or the product is faulty, damaged, incorrect, or not as described.
For the specialist scooter collection, depending on the product, collection address, access conditions, packaging requirements, and courier service. We will confirm the applicable cost before arranging collection.
Any collection charge will reflect the direct return cost and will not affect your statutory rights.
The customer must ensure that the scooter is safely accessible at the agreed collection time. Additional charges caused by a missed collection, inaccessible location, incorrect address, or inadequate packaging may be deducted from the refund where reasonable and legally permitted.
5. Returning Accessories and Smaller Items
Accessories, replacement parts, covers, chargers, and other smaller items may normally be returned through a tracked postal or parcel service.
For a change-of-mind return, you are responsible for the direct return postage cost. We recommend using a tracked and adequately insured service, as the returned item remains your responsibility until it is received by us or our authorised returns partner.
We will cover reasonable return costs where an item is confirmed as faulty, damaged, incorrect, or not as described.
6. Product Condition and Reasonable Inspection
You may inspect a product in the same way that you would reasonably inspect it in a physical retail shop. This allows you to establish the nature, characteristics, and basic functioning of the product.
You should not use a mobility scooter for general travel, outdoor journeys, extended test drives, or continued personal use if you intend to return it as a change-of-mind purchase.
Returned products should include, where reasonably possible:
- All batteries, chargers, keys, baskets, and accessories
- Instruction manuals and safety information
- Remote controls or folding controls
- Protective materials and original packaging
- Any promotional or complimentary items supplied with the order
We may reduce the refund to reflect any loss in value caused by handling beyond what was reasonably necessary to inspect the product. This may include damage, excessive mileage, outdoor use, staining, scratches, missing components, battery misuse, unauthorised alterations, or improper packaging.
The absence of original packaging does not automatically remove your legal right to cancel. However, you are responsible for taking reasonable care of the goods and packaging them safely for return.
7. Faulty, Incorrect, or Misdescribed Goods
Products must be of satisfactory quality, fit for their intended purpose, and match their description.
Contact us promptly if you believe an item is faulty, unsafe, incorrect, incomplete, or not as described. Please stop using the product if continued use could cause damage or create a safety risk.
Depending on the circumstances and your rights under UK consumer law, an appropriate remedy may include:
- A full or partial refund
- A repair
- A replacement
- A price reduction
Consumers generally have a short-term right to reject faulty goods within 30 days, subject to the requirements and exceptions set out in the Consumer Rights Act 2015.
After the short-term right to reject has passed, we may be entitled to provide a repair or replacement before a refund or price reduction becomes available.
Where a reported fault is not visible, we may need to inspect, test, or obtain a technical assessment of the product before confirming the appropriate remedy.
8. Damaged Deliveries
Please inspect the outer packaging and product as soon as reasonably possible after delivery.
If there is visible damage, photograph the packaging, pallet, product, courier label, and affected area before removing or disposing of any packaging.
Where possible, note visible damage on the courier delivery record. Signing a delivery record does not remove your statutory rights.
Please report transit damage to us as soon as reasonably possible so that we can investigate the matter with the courier and arrange an appropriate solution.
9. Items That Cannot Be Returned for Change of Mind
The statutory right to cancel may not apply to certain products, including:
- Goods made to your specifications or clearly personalised
- Sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed
- Goods that become inseparably mixed with other items after delivery
- Services fully performed with your prior agreement and acknowledgement that the right to cancel would be lost
This section does not affect your rights where a product is faulty, damaged, incorrect, unsafe, or not as described.
10. Batteries and Electrical Components
Batteries, chargers, controllers, and other electrical components should be returned with all supplied parts and documentation.
A refund may be reduced where a battery or electrical component has been damaged through incorrect charging, unsuitable storage, water exposure, physical damage, unauthorised modification, or use contrary to the manufacturer's instructions.
This does not affect your rights where the battery or component was faulty, unsafe, incorrectly supplied, or not as described.
11. Refund Amounts
For a valid cancellation, we will refund the price paid for the returned goods.
We will also refund the cost of our least expensive standard delivery method offered for the order. If you selected an enhanced, expedited, timed, white-glove, or premium delivery service, the additional delivery cost may not be refundable.
The following may be deducted where legally permitted:
- Direct return or collection costs payable by you
- Loss in value caused by excessive handling or use
- Missing components, accessories, or promotional items
- Reasonable costs resulting from a failed collection
We do not charge an automatic restocking fee for exercising a statutory right to cancel. Any deduction will relate to an actual permitted cost or reduction in the value of the goods.
12. Refund Processing Time
We will issue an eligible refund without undue delay and no later than 14 days after the earliest of:
- The date we receive the returned goods
- The date you provide acceptable evidence that the goods were returned
- The date we are informed of your cancellation where no goods were supplied
We may withhold a change-of-mind refund until the goods have been returned or you provide evidence that they have been sent back.
Refunds will normally be made to the original payment method. Your bank, card provider, finance provider, or payment service may require additional time to display the funds in your account.
13. Orders Purchased Using Finance
If an order was purchased through a finance or instalment provider, any cancellation or refund will also be handled according to the applicable finance agreement and the provider's procedures.
Do not cancel payments directly without first contacting us and the finance provider. Refunds may be paid to the finance provider rather than directly to you where required under the finance agreement.
14. VAT Relief Orders
Where an order was purchased using VAT relief, any refund will be based on the amount actually paid for the returned product.
Cancelling or returning an order does not create an entitlement to receive an additional VAT amount that was not originally charged.
If an exchange or replacement affects VAT eligibility, we may need to obtain an updated declaration or supporting information.
15. Exchanges
Where available, exchanges are subject to stock availability and any price difference between the original and replacement products.
We may process an exchange as a return and a new order. Any collection, redelivery, or price adjustment will be explained before the exchange is confirmed.
16. Refused and Failed Deliveries
Refusing delivery does not automatically complete a cancellation. You should contact us clearly to confirm that you wish to cancel the order.
Where a delivery fails because nobody is available, the delivery address is incorrect, access was not disclosed, or the customer refuses a non-faulty order, reasonable redelivery or return costs may apply.
These costs will not be charged where the failed delivery was caused by us or our appointed delivery provider.
17. Business Purchases
The statutory cancellation rights described for consumers may not apply to purchases made wholly or mainly for business purposes.
Business returns will be considered according to the applicable sales agreement, product condition, and relevant law.
18. Contact Us
To cancel an order, arrange a return, or report a problem, please contact:
Movara Mobility
Email: info@movaramobility.com
Please contact us before returning any item. Returns sent without prior instructions may experience delays or may be delivered to an address that cannot accept large freight items.
19. Policy Updates
We may update this Refund Policy to reflect changes to our services, delivery arrangements, business practices, or legal obligations.
The policy applying to your purchase will normally be the version available when your order was placed, unless a later change is required by law or is more favourable to you.
Last updated: 27/07/2026
