Refund policy

Change of Mind Returns (14 Days)

We understand that sometimes a product may not be suitable for your needs. You may request a return within 14 days of receiving your order. To qualify for a full product refund, the item must be returned:

  • As new, with no excessive wear or damage
  • With all original packaging, manuals, and accessories
  • Clean, complete, and in a resellable condition

We cannot accept returns where:

  • The request is made after the 14-day period
  • The item shows excessive wear, damage, or misuse
  • The item is returned without original packaging or missing contents

This does not affect your statutory rights.

How to Start a Return

To request a return, please email our customer support team at support@etechmobility.co.uk.

Items sent back to us without first requesting a return will not be accepted.

Return Shipping Options & Costs

For large items such as electric wheelchairs, returns are subject to a £50 collection fee (from 08/01/2026 - previously £80) when we arrange a home pickup on your behalf. This helps contribute toward the safe transportation of larger goods back to our warehouse.

Once your return request is approved, our support team will arrange a suitable collection date. Before collection, the courier may attempt to contact you to confirm availability. If confirmation is not received, the collection may be postponed and rescheduled.

Return procedures may vary slightly depending on the courier used. However, we will always provide clear, step-by-step instructions so you know exactly what to expect.

Small or lightweight items may be returned using standard parcel carriers, and return costs may vary depending on the type of item being returned.

You can avoid the £50 collection fee for large items if you:

  • Arrange your own insured courier, or
  • Drop off the item at our Birmingham fulfilment warehouse

A £30 surcharge applies to large-item collections from the Highlands, Islands, and Isle of Wight.
For authorised European collections, surcharges will be calculated and confirmed before proceeding.

Condition on Return & Inspection

All returned items undergo an in-house inspection before any refund is processed. We take a fair and reasonable approach and typically only raise concerns where there are clear signs of:

  • Damage or misuse
  • Excessive wear inconsistent with normal testing
  • Missing parts, packaging, or accessories

If the item is not returned in “as new” condition, we may apply a reasonable deduction to reflect any loss in value, in accordance with our Terms of Service.

Refunds

We will notify you as soon as we have:

  1. Received your returned item, and
  2. Completed our inspection

Please allow up to 7 working days from the date we receive your item for inspection and processing. Refunds are issued to your original payment method.

Depending on your bank or card issuer, it may take up to 10 working days for the funds to appear in your account.

Please note:

  • Premium delivery service fees (e.g., timed or expedited delivery) are non-refundable once fulfilled.
  • If more than 15 business days have passed since your refund was approved and you have not received your funds, please contact us at support@etechmobility.co.uk.

Damages and Issues on Arrival

Please inspect your item upon delivery and contact us immediately if:

  • There is visible transit damage
  • The item appears faulty
  • You received the wrong product

This allows us to assess the issue quickly and put things right.

Returns Address

Etech Mobility UK Ltd
Unit 7 Mount Street Business Park
Nechells
Birmingham
B7 5QU
United Kingdom