SAME-DAY DISPATCH ORDER BY 12PM GMT (MON - FRI)
OPEN WEEKDAYS 9AM - 5PM

Help & Contact

Please select the subject below and click for more information.
  • How do I place an order?

    To place an order, head to the product page and click 'add to basket'.

    You will then be given the option to view your basket or go to checkout.

    Click 'proceed to payment' and fill in your details as either a new or returning customer.

    Complete your delivery information and then your payment details.


     

    If you have any queries about our products or issues placing your order through our website, please contact our friendly support team who will be glad to help. You can reach them on 01604 813428, opening hours are Monday to Friday, 9am to 5pm.

     

  • How can I pay for my order?

    We are pleased to offer several payment options when purchasing items through our website. We are SSL certified to ensure that your details remain safe and secure at all times.

    Credit/debit card

    Amazon Pay

    Paypal*

     

    *Please note that the delivery address in your Paypal account is automatically selected when using this payment method. You should therefore ensure that all delivery details are up to date in your Paypal account prior to placing your order.

  • I'm VAT exempt, how do I get VAT relief on my order?

    If you are eligible for VAT exemption, you will need to fill out our VAT relief declaration form during the checkout process.

    Please kindly state your condition and registered charity number.

    We'll then deduct the relative VAT amount from your final purchase price.

  • How do I know if my order was successful?

    Once you have successfully placed your order, you will see a confirmation page with an order reference.

    You will also receive a confirmation email from us with your order details.

  • Do you offer part exchange?

    We do indeed have a part exchange scheme!

    If you already have a scooter in good condition and working order, we may be able to offer you a competitive trade-in price that can be put towards the purchase of a new scooter from our online catalog.

    For full details, head to our dedicated part exchange scheme page.

  • Do you offer finance options?

    We are currently working on setting up 0% finance options for our customers on select orders - check back soon for more updates!

  • How can I test out a product?

    Personal Home Visit

    We are pleased to be able to offer personal home visits so that you can try before you buy with no obligation to purchase.

    Give us a call 01604 813428 to arrange a convenient time and date for a member of the team to visit you at your home and provide a demonstration of your chosen scooter.

    You could receive up to £50 cashback if you then decide to purchase the scooter following your demo.

     

    Showroom

    Alternately, you can also visit one of our showrooms in Northampton or Birmingham where we stock a large range of mobility scooters from the biggest industry names such as TGA, Pride Mobility, Drive Medical, and more.

    Please call us to check which scooters we have available and to arrange your appointment ahead of time.

     

    Northampton Showroom Address

    Unit 1, Redbourne Park

    Brackmills Ind. Est

    Northampton

    NN4 7DT

     

    Birmingham Showroom Address

    35 Tameside Drive

    Birmingham

    B35 7AG

  • How do I reset my account password?

    Sorry to hear you've forgotten your password.

    Simply hover over the 'Login' icon in the top right-hand corner of the website and click 'Account'.

    Click the 'Forgotten Password?' link under the 'Returning Customer' section and a password reminder will be sent to the email address registered to your account. 

  • Do I need to check my order upon receipt?

    We kindly ask that you check your item(s) upon receipt, even if you do not intend to use the product immediately. Any damages or faults should be reported to us within 3 days of receipt.

    For further returns info, please refer to our dedicated returns page.

  • How do I get an update on my delivery?

    Once your order has been despatched you will receive a despatch confirmation email and this will specify the delivery company and tracking number for your parcel(s).

    On the morning of the day of delivery, you will also receive another email/text alert directly from the courier detailing the delivery window. Using the courier's own website, you may then have the option to alter your delivery or to forward any instructions on to them.

    If you would like further assistance with the delivery of your item, kindly reach out to our customer support team and they will be glad to assist.

    You can reach them at sales@proridermobility.com or on 01604 813428. The team is available Monday to Friday, 9am to 5pm.

  • What are your delivery charges?

    UK Mainland – free

    Europe – dependant on the size and weight of the product, please contact us for a quote

    2 man delivery* - £100

    *also known as white glove delivery, recommended for larger scooters such as road scooters

  • What are your delivery timescales?

    Orders are despatched on weekdays (Monday to Friday) excluding bank holidays and weekends (Saturday and Sunday).


    UK Mainland

    Standard delivery - up to 5-7 working days

    Express delivery - Smaller items are usually delivered on a next day basis when ordered before midday on a weekday

    2 man delivery - the courier will contact you directly to arrange a convenient date to deliver your item


    Please note that any orders placed after midday, on a bank holiday, or a weekend will be dispatched on the next available working day.

    Please be aware that delivery to the Scottish Highlands and Ireland can take an extra couple of days, therefore we advise that you do not choose express delivery as our couriers are unable to deliver within the next working day timescale to these locations.

    Please note that we are unable to deliver to Jersey and Guernsey.

     

    Europe

    Up to 5-9 working days

  • Which couriers do you use?

    The delivery company used varies according to the size/weight of your item(s).

    We currently deliver using the following couriers: Royal Mail, Hermes, Yodel, XDP, and DPD.

    Once your order has been despatched from us you will receive a despatch confirmation email and this will specify the delivery company and tracking number for your parcel(s). 

  • Do you ship abroad?

    If you are a trader offering mobility scooter hire, we can supply scooters from the UK to various countries in Europe including France, Spain, and Portugal.

    We are able to offer bulk discounts for orders of two scooters or more.

    Please reach out to our specialist team on 01604 813428 or via sales@proridermobility.com for an order quote including eligible European locations and timescales for delivery.

  • Do I need to check my order upon receipt?

    We kindly ask that you check your item(s) upon receipt, even if you do not intend to use the product immediately. Any damages or faults should be reported to us within 3 days of receipt.

    For further returns info, please refer to our dedicated returns page.

  • When will I receive my refund?

    Unwanted Items

    If you are returning an unwanted item, your order will need to be inspected and approved by our team before we are able to process a refund or provide a replacement/exchange.

    Once approved, we will process a refund within 3-5 working days and via your original method of payment. The crediting of your funds is then dependent on the end processor, e.g. your bank, Paypal, Amazon Pay.

    Please note that we reserve the right to a partial or full withholding of a refund if unwanted goods are not returned to us in their original condition or packaging. A re-stocking fee may also apply.

     

    Faulty Items

    If you are returning a faulty item, images of the fault/damage must be emailed to and reviewed by our team before we are able to process a refund or provide a replacement/exchange.

    Once approved, we will process a refund within 3-5 working days and via your original method of payment. The crediting of your funds is dependent on the end processor, e.g. your bank, Paypal, Amazon Pay.

    Any replacements for items that have been agreed upon by our team as faulty/damaged will be sent to you free of postage charges.

  • How do I return a faulty item?

    If you have received a faulty item, please either reject the item upon delivery or sign for the item as damaged with the courier.

    Please email us at sales@proridermobility.com with your order information, details of the damage, and supporting images within 3 working days of signing for your item.

    Please be aware that we cannot accept damaged claims after 3 working days of receipt of the order.

    Any replacements for items that have been agreed upon by our team as faulty/damaged will be sent to you free of postage charges.

  • How long do I have to return an item?

    Please let us know within 14 days of receipt of your goods that you wish to return your unwanted goods. You then have a further 14 days to return the item(s) to us.

    Please be aware that we will need to inspect and approve a return before issuing any refunds.

  • How do I return an unwanted item?

    To arrange for your unwanted item to be returned to us, please kindly email us at sales@proridermobility.com with your details and whether you would like a refund, exchange or replacement.

    Please note that you are liable for any transportation costs incurred to return your item(s). Please ensure that you request proof of postage from your chosen courier and notify us of your return tracking information via email.

    Your item should be returned to us in its original condition and packaging - please check that all instructions and fixings for your item are included with your return. This is also applicable to products that arrive in multiple boxes.

    Please be aware that we do not refund the original postage costs on any items that are returned as unwanted.

  • How do I contact you?

    If you require any support from our friendly and knowledgeable customer team, you can reach them either via email or by telephone.

    Email - sales@proridermobility.com

    Telephone - 01604 813428

    The team is available from Monday to Friday, 9am to 5pm.

     

    We endeavour to respond to email enquiries within a 48 working hour timescale, however, there may be delays during busier periods. We thank you for your patience and understanding with this.

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