Shipping & Returns

Delivery

At Emodes, we are dedicated in getting your product to you fast and securely. Whether you’re ordering a mobility scooter or electric wheelchair, our goal is to provide a smooth, stress-free delivery from the moment you place your order.

Delivery to mainland UK

Free delivery on all mainland UK orders.
Orders placed are usually despatched the next working day.
Most products arrive next working day to 48 hours. Items sent via specialist couriers may take 1–3 working days. Delivery estimates are shown at checkout.

Delivery to non-mainland UK

We deliver to most non-mainland UK addresses, with a delivery surcharge applied.
Add your item to the basket and proceed to checkout for an accurate quote.
Currently, we do not deliver to Northern Ireland.

Where do you deliver?

We deliver throughout the UK.

Do you deliver to PO Boxes?

Unfortunately we are unable to do at this moment.

Can you deliver to a BFPO address?

Yes we can do if required, simply enter your BFPO address details into our shipping address field making sure you select UK as the country. You will then be charged the standard UK delivery rate.

Providing a correct and valid address

It is your obligation to enter the correct delivery address details at the time of ordering. If you enter the wrong address when ordering, your package may be returned to us by the delivery company in which case we will let you know straight away. You will then be charged for resending the item(s). Should you enter the wrong address and your order doesn’t arrive either with yourself or with us, we are not obliged to re-send the order at our expense. Please reduce the risk of this happening by entering your full and complete postal address. If you make a mistake and enter the wrong details, please contact us immediately.

Items returned due to non delivery

If an order is returned to us as a result of either an incorrect address, a customer’s refusal to accept the delivery or failure to acknowledge cards left by the delivery company, the customer will be responsible for the costs incurred to re-send the order. We will charge to re-send the order.

Am I responsible for customs and duty charges?

Any additional charges for customs clearance will be the responsibility of the recipient. Any customs or import duties are levied once the package reaches its destination country and so Emodes Mobility has no way of knowing what particular customs and import charges may be in force at any time in any country. We would encourage customers to check the current charges before placing any orders if you are unsure.

Delivery Method

All products are carefully packed and shipped via trusted couriers such as Fedex and Parcelforce to ensure safe arrival.
A tracking number will be provided once your order has been dispatched.

Order Tracking & Receiving Your Order

Once dispatched, you will receive an email with tracking details.
On arrival, please inspect your order and please notify us if there’s any damage so we can resolve it as soon as possible.

International Delivery

At this time, international delivery is not available.

Require Assistance?

If you have any questions about your delivery, our team is here to support you.

Returns

At Emodes Mobility, we are committed to ensuring our customers are fully satisfied with their purchases.

Please read carefully the following:

1. 14-Day Return Window

Customers have the right to return a mobility scooter or powered wheelchair within 14 calendar days of receiving the item, in accordance with the Consumer Contracts Regulations.

To be eligible for a return:

The item must be in an unused and resalable condition.
All original packaging, manuals, accessories, and chargers must be included.
A return request must be made in writing (email or platform message function) within the 14-day window.

2. Non-Returnable Conditions

We are unable to accept returns in the following cases:

The product has been used (this includes but is not limited to markers shown on tyres, bodywork etc.), damaged, or shows signs of wear and tears.
Custom-built, personalised, or specially ordered items.
The return request is made after the 14 day window.
Hygiene-sensitive parts (e.g., cushions, backrests) once opened or used.

3. Return Process

Please contact us at info@emodes.co.uk to initiate a return.

The customer is responsible for securely packaging the item in accordance with the original packing method. Improper packaging may result in damage during transit and could lead to the return being rejected during our inspection process. Packing instructions will be provided.

Please do not pack the item until you have received and reviewed these instructions.
Our courier or specialist team will come and pick up.

4. Damaged or Faulty Items

If your item is faulty or arrives damaged:

Please notify us within 48 hours of delivery.
Please do not attempt to repair the scooter or powered wheelchair yourself. Contact us first for assistance.
We will arrange repairs, replacement, or collection at no cost to you, depending on the circumstances.
Please do not use the scooter or powered wheelchair. If the returned item shows any signs of use, a collection fee will be charged, and the return may be rejected.

5. Cost of Return

Class 2 Mobility Scooters or Powered Wheelchairs: A return postage fee of £45 will apply due to the size and volume of the item. Alternatively, you may choose to arrange your own return shipment.

Faulty or Damaged Items: If your item is faulty or arrives damaged, no return postage fee will be charged. Please contact us directly for further assistance and return instructions.

6. Refunds

Once the item is received and inspected, we will process your refund within 48 hours and refund will be received 7–10 working days.
Refunds will be issued via the original payment method.
Any deductions for damage, missing parts, will be clearly explained before a refund is made.