The Flagship - Folding Electric Wheelchair

How quickly will my powerchair arrive?

Within 2-3 working days.

Can I collect my Power Chair from you?

Yes you can collect from our premesis in Derbyshire, just make sure you call us before ordering to arrange an appointment to come and collect. We can have your Power Chair ready to drive for you to take away with a demonstration, with or without the box as you wish.

What can I expect on the day of delivery?

With the exception of carbon fibre powerchairs which are light enough to send with DPD, we use palletways to deliver to prevent damage in transit. They will text you (provided you leave a mobile number at checkout) with a 2 hour timeslot once your Power Chair has been loaded onto the final delivery truck on the day of delivery.

When the driver arrives, as this is a secure pallet delivery, the drivers are not insured to take the item across the threshold to your property (this is known as a kerbside delivery) and will leave it as close as possible to your property entrance - you are responsible for taking the Power Chair off the pallet and inside.

In the majority of cases, depending on which depot is local to you, most drivers can take the pallet away with them if you ask.

What locations do you deliver to?

We deliver to the Great British mainland (England, Scotland & Wales) only. We can also deliver to any GB outlying islands for an extra courier fee, please call us to check before ordering. As an example, Isle of Wight generally costs approximately £40 extra for delivery.

What happens if my Power Chair is damaged in transit?

We will offer to replace the Power Chair without quarrel, so long as you notify us within 48 hours of the Power Chair being tracked as delivered. We may also offer you a discount or to send the parts if the damage is cosmetic only, however it's your decision as to whether you accept this, or ask for a complete replacement, or collection for a full refund.

How long do I have to return the Power Chair if I don't want it?

14 days starting from when the Power Chair tracks as being delivered.

How do I initiate a return request?

Head over to our contact page and submit a message quoting your order number, return reason, and contact details, and we will respond with instructions.

Once your return is authorized, you can either:

• Drop the Power Chair off at our premesis yourself (Derbyshire DE55 7RL)
• Post it back yourself using a tracked service
• Utilize our returns collection service for a £70 charge, which covers the palletways cost to collect from you and deliver back to us.

Note that if you are returning the Power Chair because it's developed a fault within the first 14 days, the returns collection service cost is covered by ourselves. If the Power Chair develops a fault after 14 days of taking delivery, please check our excellent warranty policy on the next tab for details.

Restocking fees and postage refunds

We only charge restocking fees when absolutely neccessary in the following scenarios:

• Items are returned with clear signs of use and/or damage
• Items are returned without their original inner or outer packaging
• Items are returned to missing supplementary inserts such as chargers and instruction manuals.

Any restocking fees charged are only used for, and proportionate to, the cost of restoring a product to a resealable condition.

Powerchair Warranty and Insurance

Already own this item and need a warranty repair?

Click here to submit a warranty repair request.

With many moving parts and exposure to scrapes, bumps, hills and the weather, it's important you have a clear understanding about how you're covered in the event of a breakdown.

What's the difference between insurance and warranty?

Warranty is included as standard for the first year, and covers something going wrong with the product. Insurance is completely optional and similar to car insurance, provides cover for accidents, such as theft, user-caused damage, and the consequences of an accident such as injury.

What does this Power Chair's warranty cover?

Free 1 Year parts & labour cover for mechanical or electrical faults.

What does the optional insurance cover?

The 'Standard' insurance option covers loss, damage, legal liability for injuring others, breakdown recovery, loss of keys, personal injury and loss of belongings, hire costs while waiting for repair, plus cover for mugging.

If you choose to opt-in when ordering, we can offer 1 month of plus insurance free of charge. Many customers choose this option as it gives peace of mind while you spend the first month getting used to your chair, in the knowledge there is no automatic renewal and therefore no unexpected direct debit when the month ends, instead the insurer, Mark Bates Ltd, will be in touch to check if you want to renew. You can view full details on the free insurance in the IPID here.

'Plus' insurance adds cover for punctures, legal cover if someone else hits you, automatic cover for any manual wheelchairs you own, pet and dental cover, and any driver using your Power Chair being automatically covered. You can view the full breakdown of the things covered by standard and plus insurance in the IPID here.

Can I extend the warranty?

Yes, up to a maximum of 5 years total, and you can also renew the warranty next year when the first year expires, in case you didn't want to add the extra cost up-front.

What happens if my Power Chair develops a fault?

• If the fault is obvious and easy to repair We will make an appointment for an engineer to visit your home to replace the faulty parts free of charge.
• If the fault is obvious but hard to repair, or the Power Chair needs diagnostic work We will uplift the Power Chair from your home to our workshop free of charge. Normally we have Power Chairs repaired and on their way back with customers within 3 working days after they've been collected.
• If the fault is not obvious and requires diagnostic work We will ask you to either deliver your Power Chair into our workshop in Derbyshire in person or with your own courier, or utilise our collection courier service for a £70 deposit. This deposit is refunded if a genuine fault is found with the Power Chair, with repairs then being made and the Power Chair returned to you by our courier at our own cost.
• If the fault is discovered to be caused by user error or accident We will contact you with a repair and return quote for approval before making repairs. Costs for user-damaged Power Chair repairs will also include the collection and return delivery charges, unless the customer delivers and collects themselves. If you are concerned about this possibility, we recommend taking out insurance at the point of purchase which covers the cost of accidental factors such as user damage and theft.
• If you are close enough to our workshop in Derbyshire: You are also welcome to bring the Power Chair in for a workshop repair. Our engineer can discuss the problem with you, and will normally have the Power Chair fixed within 1 working day. There is no need to wait for the repair, we will deliver the Power Chair back to you by courier for your convenience.

Why might I need to pay £70 to have my Power Chair collected for repair?

Powerchairs are complex machines and on average cost us £150 under our warranty scheme for each repair when you combine our collection costs (around £70 per item), another £45 on delivery when we send it back to you repaired, and around 90 mins of labour costs.

Charging this deposit only when the fault isn't obvious ensures we at least cover the collection portion of our repair costs (less than half) when no genuine fault (user error) is found. We make no profit on this and the whole deposit pays our courier for the collection job. We still cover the labour time and return carriage costs ourselves (unless user damage is discovered).

Can I pay to have my Power Chair serviced?

Yes, however for the same reason we describe in the repair collection deposit explanation above, the costs vary depending on whether you can bring the Power Chair to our workshop, or need it collecting and dropping off again

• If you bring the Power Chair to our workshop: A service costs £110 (VAT exempt price), plus £45 delivery if you don't want to have to come back a following day to collect the Power Chair when it's ready.
• If you want the Power Chair collecting and dropping off: A service costs £110 (vat exempt price), plus £70 collection and £45 redelivery for a total price of £225 with VAT relief.