MLV Mobility Return and Refund Policy

We want you to have complete confidence when choosing your mobility equipment. Under the UK Consumer Contracts Regulations, you have the right to cancel your order and return your mobility scooter or powerchair within 14 days of receiving it.

Below is our straightforward guide on how to initiate a return, what conditions apply, and how we handle collections.

1. What is the timeframe for returns?

You have 14 days from the day your equipment is delivered or handed over to notify us that you wish to return it. Once you have notified our team, you have an additional 14 days to return the goods to our Worksop headquarters.

2. What condition must the equipment be in?

To qualify for a full refund, the mobility scooter, powerchair, or accessory must be:

In "as new" condition and strictly unused outdoors.
Returned in its original, undamaged packaging.
Complete with all original manuals, chargers, keys, and accessories (such as lithium batteries for travel models).

Important: All returned mobility scooters and powerchairs undergo a technical inspection by our team upon arrival. We check tire wear and internal mileage. If the equipment shows signs of use beyond what is necessary to inspect it indoors, we reserve the right to make a deduction from your refund to cover the diminished value of the item.

3. How do I start a return?

To initiate a return, please contact our team directly. We require your request in writing to ensure a smooth process.

Email: admin@mlvmobility.com
Phone: 01909476500
Address: MLV Mobility, Unit 4, Vulcan Place, Worksop, S80 1RN

Please include your original order number and a brief reason for the return.

MLV Mobility HQ with delivery vans at 4 Vulcan Place, Worksop

4. How do I send heavy items back?

Because mobility equipment is large and requires specialized handling, the customer is responsible for the cost of return shipping.

We offer two options to make this process as easy as possible:

Option A: MLV Van Collection: Our technicians can collect the equipment directly from your home using our specialized van fleet. The collection fee for this service is £150. This amount will simply be deducted from your final refund.
Option B: Self-Arranged Freight: You may arrange your own fully insured courier to deliver the item back to our Vulcan Place facility. We highly recommend using a tracked and insured service, as we cannot be held responsible for items damaged in transit by third-party couriers.

5. When will I receive my refund?

Once the equipment is received at our Worksop facility, our technical team will inspect it within 2 business days.

Approved refunds are processed immediately to your original payment method.
Please allow up to 14 days for the funds to clear and appear on your bank statement.
We refund the total cost of the product, including standard outbound shipping. We do not refund premium delivery upgrades (such as engineered handover services).

6. What if my item is faulty or damaged?

If your scooter or powerchair arrives damaged or develops a mechanical fault, this falls under your manufacturer warranty rather than a standard return.

Please contact us immediately. We handle warranty repairs and servicing for all our brands, and we will arrange a repair or replacement in accordance with your statutory consumer rights. For full details on warranty coverage, please read our Terms and Conditions Page.