Returns policy

Changing your mind

You can cancel your order for any reason within 14 days of the day you receive it. If your order arrives in parts, the 14 days start when the last part arrives. You can also cancel at any time before delivery, including a pre-order.

To cancel, tell us clearly by phone on 0330 088 7024 or by email to support@lightweightmobility.co.uk, quoting your order number. Then return the products within 14 days of telling us.

Returning a product

Please pack the product securely, ideally in its original packaging, with all its parts, batteries, chargers and paperwork. You can try a product as you would in a shop. If it has been used beyond that, or is damaged, we may reduce your refund to reflect the loss in value.

If you’re returning because you changed your mind, you pay the cost of returning it. XSTO powerchairs and other pallet-delivered products can’t go by post: we can arrange a pallet collection for you and will tell you the cost before booking it.

Your refund

We refund the price you paid, including the original delivery charge (standard delivery is free), within 14 days of receiving the product back, or of you showing us that you’ve sent it, if that’s sooner. We refund to the card you paid with. If you cancel before delivery, we refund within 14 days of you telling us.

What you can’t return for a change of mind

• Products made or adapted to your specification.
• Products sealed for health or hygiene reasons that have been unsealed after delivery.

This doesn’t affect your rights if a product is faulty.

Faulty or damaged products

Please check your delivery when it arrives and tell us about any damage as soon as you can. Under the Consumer Rights Act 2015, if a product is faulty, not as described or not fit for purpose:

• Within 30 days of delivery, you can reject it for a full refund.
• Within six months, we’ll repair or replace it. If that isn’t possible or doesn’t work, you can have a refund.
• After six months, we’ll still repair or replace it if it was faulty when delivered, and you may be entitled to a refund or price reduction if that fails.

We pay reasonable costs of returning faulty products, and we’ll arrange collection of larger items. You also have the manufacturer’s warranty; see our terms of sale.

VAT relief orders

If you bought with VAT relief, we refund the amount you paid. Your declaration stays with the cancelled order in our records, as HMRC requires.