Since our launch in 2019, we have grown to become one of the largest online retailers of mobility aids in the UK. Not only are our life changing mobility aids manufactured to the highest specifications, they are unbeaten on price. We put an emphasis on our aftercare support, because we know how important your mobility aid is to you. With a TrustPilot rating of 4.9/5, you can be sure we will go above and beyond every single time.
Do you have a showroom or stockist local to me?
The only place you can view or test our products is at our showroom in Harlow, Essex. If you are too far to visit us, we recommend utilising our 14-day return period which allows you to try out one of our products in the comfort of your own home. Our customer support team are on hand via telephone or email to answer any product-related questions and make sure a product is likely to be suitable for your specific requirements.
Can I take a MobilityPlus product on an airplane with me?
Most of our products are airline friendly and we can supply all necessary specifications and documents that you may need to pass onto the airline. We highly recommend contacting your airline's special services weeks prior to flying to book the item in. If you are unsure whether you can take an item on an airplane, please contact our customer service team and we will assist you.
Ordering
How can I place an order?
Our website has an easy to use and secure shopping basket system which makes it simple for you to order online. Once you have selected the items you’d like to order, you can choose to pay online with your Credit or Debit Card or PayPal. Alternatively, you can pay by BACS payment (bank transfer) or credit/debit card payment over the phone. Please contact us via email or telephone to find out more information.
How can I make changes to my order?
If you need to make any adjustments to your order, please contact us as soon as possible via email or telephone and we will try our best to assist you. If the order has already been dispatched, we are unable to make any changes.
Do you offer any finance options?
We offer Klarna pay in 3, which allows you to split the cost of the item over 3 equal interest-free instalments in monthly instalments. To apply for our Klarna option, simply follow our checkout process as standard and select Klarna on the final page, where you'll be redirected to their website to apply.
Delivery
Who will delivery my order?
We use selected national couriers to deliver our products. For our larger, heavier products such as electric wheelchairs and mobility scooters we use specialist freight handler DX. For our smaller, lighter goods such as manual wheelchairs and mobility walkers we use DPD. Tracking information is provided with all orders.
What happens if my product arrives damaged?
In the unfortunate event that your item arrives damaged, you must inform us within 48 hours of receiving your order to log the damages. Photos of the damage will be required.
Can I collect my order from you?
Yes, if you'd like to collect an item from our premises please contact us to arrange a time and date to collect it. Payment can be made on site. If you'd like a demonstration of a product, you will need to book an appointment with us.
Returns
Can I cancel my order before it is delivered?
If you wish to cancel your order, then we require for you to let us know within 60 minutes of making an order. Unfortunately, after this time we are unable to make any changes to your order before it is dispatched.
How long do I have to return my order?
We hope that your new purchase meets all of your expectations, however if you are not totally satisfied with your product you need to notify us in writing or by telephone within 14 days from the receipt of the goods. Unfortunately after this time we're unable to accept your return.
How do I send my item back to you?
The customer is liable for return postage costs, including customs charges and taxes where applicable. We can arrange collection using our own courier, and due to the size and weight of our items we would strongly recommend this. Please contact us for more information.
I want to return my item but I've discarded the packaging, what do I do?
If you'd like to return your item but you've discarded the packaging, provided you are still within the 14 day returns period we can provide you with spare packaging. The customer will be liable to pay for replacement packaging.
Warranty
How do I register my warranty and when does it become valid?
Your warranty becomes valid from the date that you product is delivered to you. All of our warranties are logged electronically, so once your order is delivered you do not have to worry about registering your warranty.
I'd like to sell my item, will the warranty transfer to the new owner?
Our manufacturer warranty is non-transferable and is only registered to the original purchaser.
I have a problem with my product, what should I do?
Whether your item is still covered under warranty or not, we can help you rectify the issue. Please contact a member of our customer service team who will ask a number of troubleshooting questions and endeavour to rectify the issue as soon as possible.
VAT Relief
What is VAT Relief and am I eligible?
If you have a long-term illness or are disabled, you don't have to pay VAT on certain goods and services that you buy in the UK. In general the equipment covered by this scheme are things that are of practical help to you because of your illness or disability.
I qualify for VAT Relief, how do I remove VAT from my order?
After proceeding to the checkout page, you will be required to fill out your contact and shipping information. Underneath this section is a form where you will be asked to declare your VAT status before payment. Simply tick the "without VAT" box and select the long-term illness or disability that yourself or the person you are purchasing the goods for suffers from. If you cannot see the relevant condition from the options, simply select "other" and type it in. VAT will be automatically deducted from your order as you proceed through the checkout stage.
Spare Parts
I'm looking for a spare or replacement part, do you supply them?
We can supply all spare parts as long as the product is a MobilityPlus product. The majority of our parts are held in stock at our distribution warehouse which means they can be dispatched immediately.
How can I order a spare part?
We can supply all parts down to nuts and bolts, however due to the amount of parts available we ask you to contact us directly so we can identify the require part and quote you accordingly. Please contact us via email or telephone to order spares.
