Shipping policy

Last updated: July 27, 2026

This Shipping Policy explains how Movara Mobility processes, dispatches, and delivers mobility scooters, accessories, replacement parts, batteries, and other products purchased through our website.

Due to the size, weight, and value of mobility scooters, some products require specialist courier, heavy-freight, or palletised delivery. Smaller accessories and replacement parts may be delivered using standard tracked parcel services.

1. Delivery Area

We currently deliver to eligible addresses within the United Kingdom.

Delivery availability, charges, and estimated times may vary depending on your postcode, product type, order size, and the delivery service required.

Additional charges or restrictions may apply to:

  • Northern Ireland
  • Scottish Highlands and Islands
  • Isle of Man
  • Isle of Wight
  • Channel Islands
  • Remote or offshore locations
  • Areas with limited specialist freight access

Please contact us before placing an order if you are unsure whether delivery is available to your postcode.

2. Order Processing

Orders are normally processed within 2-5 working days after payment has been successfully authorised.

Orders placed on weekends, public holidays, or outside normal business hours will usually begin processing on the next working day.

Processing may take longer where:

  • A product requires inspection, preparation, or assembly
  • A battery requires safety checks
  • A VAT relief declaration is incomplete
  • A payment or finance application requires verification
  • Additional delivery information is required
  • The product is supplied directly by a manufacturer or distributor
  • The order contains personalised, configured, or specially requested items

Processing time refers to the time required to prepare your order and does not include the time taken by the courier to complete delivery.

3. Delivery Methods

Delivery methods are selected according to the product's size, weight, value, and handling requirements.

Mobility Scooter Delivery

Mobility scooters may be delivered through one of the following services:

  • Tracked specialist mobility courier
  • Heavy-freight courier
  • Palletised delivery
  • Kerbside freight delivery
  • Room-of-choice or assisted delivery, where available
  • White-glove delivery, where offered

The delivery method offered at checkout may depend on the specific scooter, your address, courier availability, and local access conditions.

Accessories and Smaller Items

Smaller products such as covers, baskets, chargers, replacement parts, and lightweight accessories may be delivered using a tracked postal or parcel courier service.

Mixed Orders

If your order contains both a mobility scooter and smaller accessories, the items may be delivered separately.

Accessories may be packed with the scooter where practical, or they may be dispatched through a separate parcel service. You may therefore receive more than one tracking number or delivery notification.

4. Estimated Delivery Times

Estimated delivery times will be displayed at checkout, in your order confirmation, or communicated to you after the order has been processed.

All delivery dates and timeframes are estimates unless we expressly confirm a guaranteed delivery service in writing.

Delivery times may be affected by courier delays, adverse weather, traffic disruption, stock availability, public holidays, supplier delays, security checks, or circumstances outside our reasonable control.

5. Shipping Charges

Shipping charges are calculated according to the product type, weight, dimensions, destination, and delivery service.

Any applicable shipping charge will be displayed at checkout before you complete your purchase.

Additional delivery charges may apply where:

  • The delivery address is in a remote or offshore location
  • The property has restricted access
  • A specialist vehicle or additional delivery staff are required
  • You request an upgraded, timed, assisted, or white-glove service
  • The delivery must be rearranged after a failed attempt
  • Incorrect or incomplete delivery information was provided

We will contact you before dispatch if an additional delivery payment is required.

6. Palletised and Kerbside Delivery

Some mobility scooters are delivered securely packed on a pallet.

Unless a different service is clearly stated, palletised delivery is normally made to the kerbside or nearest safe and accessible point outside the delivery address.

Standard pallet delivery may not include:

  • Delivery inside the property
  • Delivery upstairs or downstairs
  • Unpacking or assembly
  • Removal of the pallet or packaging
  • Demonstration or product training
  • Movement across gravel, grass, steps, or uneven ground

The customer is responsible for arranging suitable assistance to move the product from the delivery point, unless an assisted or white-glove delivery service has been purchased and confirmed.

Pallets and packaging may be large and should only be removed after the product has been inspected for visible damage.

7. Specialist or White-Glove Delivery

Where available, specialist or white-glove delivery may include additional services such as:

  • Delivery to a suitable room or storage area
  • Removal of external packaging
  • Basic product assembly
  • Basic operating guidance
  • Removal of packaging materials

The exact services included will be stated at checkout or confirmed in writing before delivery.

White-glove delivery does not normally include building alterations, removal of doors, electrical work, ramps, lifting equipment, or specialist access work unless expressly agreed.

8. Delivery Appointments

For mobility scooters and other large products, the courier may contact you by telephone, text message, or email to arrange or confirm a delivery date.

Please ensure that your contact information is accurate and that you respond promptly to delivery communications.

Someone aged 18 or over must normally be available at the delivery address to accept the order.

If you agree to a delivery date, you are responsible for ensuring that someone is available during the advised delivery window.

9. Delivery Access Requirements

Before placing an order, you should ensure that the delivery address is suitable for the product and delivery method.

You must inform us before dispatch if the delivery location has:

  • Narrow roads or restricted vehicle access
  • Low bridges, weight limits, or height restrictions
  • Steps, stairs, steep slopes, or uneven surfaces
  • Gravel, grass, soft ground, or an unmade road
  • Narrow gates, doorways, corridors, or lifts
  • Parking restrictions or controlled access
  • No safe kerbside unloading area
  • A requirement for additional staff or specialist equipment

The courier may refuse to complete delivery if it cannot be carried out safely or legally.

Additional charges may apply if delivery fails because access restrictions were not disclosed in advance.

10. Checking Your Delivery

Please inspect the packaging and product as soon as reasonably possible after delivery.

Before disposing of packaging, check that:

  • The correct product has been delivered
  • The packaging is not severely damaged
  • The product has no visible impact damage
  • All expected accessories and components are included
  • The charger, keys, battery, basket, manuals, and controls are present

If visible damage is present, please photograph:

  • The complete package or pallet
  • The courier label
  • The damaged packaging
  • The affected part of the product
  • Any missing or displaced components

Where possible, note visible damage on the courier's delivery record.

Signing for a delivery does not remove your statutory rights.

11. Reporting Damage, Shortages, or Incorrect Items

Please report damaged, missing, incomplete, or incorrect items to us as soon as reasonably possible.

Contact us with:

  • Your name
  • Your order number
  • A description of the issue
  • Photographs or videos where relevant
  • Details of any visible packaging damage

Please retain all packaging until we confirm whether it is required for an inspection, collection, replacement, or courier claim.

Do not use a product if it appears damaged, unsafe, or defective.

12. Failed Delivery Attempts

A delivery may be considered failed where:

  • Nobody is available to accept the order
  • The delivery address is incorrect or incomplete
  • The customer cannot be contacted
  • Access is unsafe or unsuitable
  • Required access information was not disclosed
  • The recipient refuses the delivery without an agreed reason
  • The courier is unable to unload safely

If a delivery fails for a reason within your control, you may be responsible for reasonable redelivery, storage, return, or collection charges.

These charges will not apply where the failed delivery was caused by us or our delivery provider.

13. Refused Deliveries

Refusing delivery does not automatically cancel your order.

If you wish to cancel, you must contact us and clearly confirm your cancellation.

Where a non-faulty order is refused after dispatch, reasonable return freight or collection costs may be deducted from any refund where permitted by law.

This does not affect your rights where the product is faulty, damaged, incorrect, or not as described.

14. Delivery Delays

We will make reasonable efforts to deliver your order within the estimated timeframe.

Delays may occur due to:

  • Courier network disruption
  • Adverse weather
  • Road closures or traffic incidents
  • Public holidays
  • Supplier or manufacturer delays
  • Stock availability
  • Payment or fraud verification
  • Finance provider approval
  • Incomplete VAT relief declarations
  • Remote-area delivery arrangements
  • Events outside our reasonable control

We will contact you if we become aware of a significant delay.

Your statutory rights regarding delayed delivery are not affected.

15. Tracking Information

Where tracking is available, we will send tracking information by email, text message, or through your customer account.

Tracking information for specialist freight or pallet deliveries may be limited compared with standard parcel services.

Some specialist couriers will contact you directly to arrange delivery instead of providing live online tracking.

16. Delivery to an Alternative Address

We may deliver to an address different from the billing address, subject to payment verification, fraud prevention checks, finance provider restrictions, and courier availability.

For high-value orders, we may contact you to confirm the delivery address before dispatch.

Finance providers may require delivery to the verified address connected to the finance application.

17. Changes to the Delivery Address

Contact us immediately if you need to change your delivery address.

We cannot guarantee that an address can be changed after the order has entered fulfilment or has been collected by the courier.

Additional charges may apply if an address change requires the order to be redirected, returned, stored, or redelivered.

For security reasons, we may require identity or payment verification before approving an address change.

18. Products Delivered Directly by Suppliers

Some products may be dispatched directly by an approved manufacturer, distributor, or fulfilment partner.

In such cases, your contact and delivery information will be shared with the relevant supplier and courier only as necessary to fulfil your order.

Separate products within the same order may arrive at different times.

19. Battery Shipping Restrictions

Mobility scooter batteries may be subject to additional courier and safety restrictions.

Certain batteries may require specialist handling, separate packaging, or a specific delivery service.

Battery orders may not be available for every postcode, offshore address, or international destination.

We may contact you if additional information or an alternative delivery method is required.

20. Ownership and Risk

Responsibility for the goods passes to you when the order is delivered to you or to a person identified by you to receive it.

Where you independently appoint a courier that was not offered or arranged by us, responsibility may pass when the goods are handed to that courier, subject to applicable law.

Ownership of the goods passes to you once we have received full payment, unless different terms apply under a finance agreement.

21. Local Collection

Local collection may be available for selected products where clearly offered.

Do not travel to collect an order until we have confirmed that it is ready.

You may be required to provide:

  • Your order confirmation
  • Valid photographic identification
  • The payment card used for the purchase
  • Written authorisation if another person is collecting on your behalf

You are responsible for ensuring that your vehicle is suitable for safely transporting the product.

22. International Shipping

Where international delivery is available, the customer may be responsible for customs duties, import taxes, clearance charges, local handling fees, and compliance with local product regulations.

International delivery availability may be restricted for mobility scooters, lithium batteries, spare batteries, and other regulated products.

23. Cancellations and Returns

Information about cancelling an order, returning a product, collection charges, faulty goods, and refunds is available in our Refund Policy.

Please contact us before returning any product. Mobility scooters should not be returned through an unauthorised standard parcel service.

24. Contact Us

For shipping questions, delivery updates, access information, or damaged delivery reports, please contact:

Movara Mobility
Email: info@movaramobility.com

When contacting us about an existing order, please include your order number.

25. Changes to This Shipping Policy

We may update this Shipping Policy from time to time to reflect changes to our delivery services, courier arrangements, product range, business practices, or legal obligations.

The version applying to your order will normally be the version published when your order was placed, unless a later change is required by law or is more favourable to you.