At iCAN Mobility, we are committed to ensuring our customers are fully satisfied with their purchases. Below is our return policy specifically for mobility scooters and powered wheelchairs.

Please read carefully the following:

1. 30-Day Return Window

Customers have the right to return a mobility scooter or powered wheelchair within 30 calendar days of receiving the item, in accordance with the Consumer Contracts Regulations.

To be eligible for a return:

• The item must be in 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 30-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 30 day window.
• Hygiene-sensitive parts (e.g., cushions, backrests) once opened or used.

3. Return Process

Please contact us at +44 (0)1803 328222 or 01803 653465 / info@icanmobility.co.uk to initiate the 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 £40 will apply due to the size and volume of the item. Alternatively, you may choose to arrange your own return shipment. All returns must be sent to our central depot at the following address:

iCAN Mobility, 302 Union Street, Torre, Torquay, TQ2 5QZ, United Kingdom.

Please do not return items to any of our retail locations.

• Class 3 Mobility Scooters: A return postage fee of £100 will apply. Due to the size and nature of these products, returns must be handled by iCAN Mobility. We will arrange for a technician to collect the item from your location.

• 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 24 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.