What is VAT Relief?

If you are buying a mobility aid for yourself or a loved one, and the user is chronically sick or disabled it is likely that you will be eligible for VAT Relief – this is where the product is supplied VAT-free at a reduced price. We are honest and upfront with our online prices so you will see that most of our prices include VAT Relief unless otherwise clearly stated, as some products are exempt from the scheme and must include VAT.

Am I eligible?

For VAT purposes, you’re considered chronically sick or disabled if you have

• a physical or mental impairment which has a long term and substantial adverse effect on your ability to carry out everyday activities
• condition that the medical profession treats as a chronic sickness (that’s a long-term health condition

For clarity, the term ‘chronically sick or disabled’ does not include a person who’s only temporarily disabled or incapacitated, for example with a broken limb or someone who’s elderly but is not chronically sick or disabled.

You do not need HMRC’s permission to declare that you’re disabled or chronically sick and our advisers cannot tell you if you’re disabled or chronically sick.

Some of our more commonly accepted long-term health conditions can be found below, where applicable:

• Arthritis
• C.O.P.D.
• Dementia
• Diabetes
• Emphysema
• Heart Disease
• Stroke

How do I claim VAT Relief?

To show that you are entitled to buy the goods with VAT Relief, we will ask you to make a self-declaration, confirming your eligibility when placing your order. This can be supplied in two different formats:

• Online: Select your relevant long-term health condition from a list of options. If your condition isn’t shown on the list, then you can select ‘Other’ and provide your condition separately.
• Phone: Alternatively, you can provide your long-term health condition to one of our trained advisors when placing your order over the phone.
• All calls are recorded to satisfy our HMRC obligations.
• You do not need to send completed declarations to HMRC.

Do I qualify for VAT Relief if I am buying the item for someone else?

Yes, whether you are buying the item for someone else or yourself, the same guidelines apply as shown above. However please note that the following are not ‘personal’ or ‘domestic’ uses and are not eligible for VAT Relief:

• goods used for business purposes
• goods supplied to or for an in-patient or out-patient of a hospital or to or for a resident of a nursing or care home, where the goods are for use in the care or treatment provided in the hospital or nursing or care home

• Do I need a valid driving license to ride a mobility scooter?

  No, you do not need a license to use a mobility scooter however you must be over the age of 14 to use an 8mph mobility scooter as these can be used on public roads. In addition, you are legally required to register an 8mph mobility scooter with the DVLA.

• Do I need to register this mobility scooter with the DVLA?

  Possibly; this is now a UK legal requirement for all 8mph mobility scooters as they can be used on public roads, but not required for 4mph and 6mph mobility scooters. This works much in the same way you tax your car; you will need to apply for a vehicle log book (V5C) but with the big difference of getting it completely free! You can request one through the post by calling the DVLA on 0300 790 6802 (local call rates apply).

• Does this mobility scooter include a charger?

  Yes, all our mobility scooters are supplied with a standard UK plug charger. This will be provided with your ignition keys and user manual, usually found in a protective plastic wallet within the box. To make life easier we can also supply a spare charger to keep in another room or the car; if you’d like to place an order then please give a member of our team a call.

• How will this mobility scooter be delivered?

  All our mobility scooters are delivered in their original packaging that includes strong internal padding to ensure the parts do not move during transit and delivery, and encased in a durable, heavy-duty outer box. Standard courier delivery includes a kerb-side service to your address but not directly to the front door or into the house. This is typical of heavy-goods couriers due to the item weight and is also provided by many other online mobility retailers to provide customers with a quick delivery option for urgent needs.

• Is this mobility scooter easy to assemble?

  Yes and no; this is always a tough one and entirely down to the delivery environment and personal capability. Generally, our smaller 4mph mobility scooters are designed to be lightweight, portable and easy to transport. They are delivered in four manageable pieces that require lifting out of the box separately and assembling together in order. Bear in mind that the heaviest piece can often weigh between 15-20kg (32-44lb) – roughly the weight of a microwave! You don’t need any tools or DIY experience and the entire assembly process can often be completed within 20 minutes by one or two people. Our larger 6mph and 8mph mobility scooters are considerably larger and heavier, often requiring storage within the house or outside shed/garage rather than a car boot. The box will often contain three larger separate pieces as the scooter base does not disassemble unlike smaller portable mobility scooters. The heaviest piece can typically weigh 90-130kg (195-285lb) – the equivalent of four-seater sofa! Whilst you still don’t need any tools or DIY experience, we always recommend getting two people to assemble a large mobility scooter, which can still be completed within 20-30 minutes.

• What is your professional assembly service?

  We love this service and so do our customers! Our professional assembly service includes delivery to your home, into the room of your choice by one or two of our trained engineers, depending on the size of your mobility scooter. Your new mobility scooter will then be assembled, safety-checked and personalised to suit your individual needs. Finally, you will be provided with a hands-on demonstration to help you get to grips with the mobility scooter and ask any specific questions whilst the engineers are there. Unfortunately, we are unable to remove the item’s packaging as this may be required to return your mobility scooter within your returns period. We will call you within 72 hours of completing your order (excluding weekends) to try and arrange a convenient delivery date. We offer our professional assembly service on all mobility scooters to help make life that little bit easier.

• Can I start using my new mobility scooter straight away?

  No, once you have carefully unpacked your mobility scooter, we recommend putting it on charge for a minimum of 12 hours. The scooter will be delivered with a small amount of charge and whilst we know it can be exciting getting a new mobility scooter, a full 12-hour charge cycle will help reduce any potential battery issues in the future – we promise it will be worth it! We recommend using this time to read through your user manual and familiarise yourself with the scooter’s features and how to care for your battery.

• What happens if my mobility scooter develops a fault?

  Get in touch with us as soon as possible – we’re here to help. We know how important your mobility scooter is to you and we’re here to ensure that any potential issues are investigated and resolved quickly to minimise any inconvenience. We have a dedicated team of people who can provide hands-on technical support either over the phone or through email. This process can often alleviate many common faults and gets you back up and running as soon as possible. We will need you to be with the mobility scooter when you contact us and available to talk through some simple diagnostic questions. In more severe cases where the issue cannot be resolved remotely, we can instruct a qualified engineer to investigate the issues and aim to provide a resolution on-site. This is covered in your warranty in line with our return’s conditions, dependent upon the age of the scooter when the issue is raised.

• How long is the warranty on this mobility scooter?

  We provide a 12-month warranty with all our mobility scooters delivered within the UK. In addition to this we also provide a further 12-months on any branded Livewell mobility scooter, a total of 2 years. All our mobility scooter warranties cover the cost of replacement OEM parts, engineer labour time and callout within the initial period in line with our return’s conditions, dependent upon the age of the scooter when the issue is raised.

As well as our specific Q&A section, we have also included a more general help and advice guide below to help assist you with your buying decision for you or your loved one. We understand how important mobility aids can be and we want to ensure that you are fully comfortable with the options before placing an order. If you can’t find the answer that you need below, please feel free to get in touch with a member of our team and we’ll be happy to help.

• Is this item suitable for my needs?
  We try to provide as much information online as possible, but we understand that it doesn’t cover everything; that’s what our dedicated team of advisors is for! Available seven days a week and always happy to help, our trained advisors can talk through your product requirements and take you through our recommendations. Contact us on freephone 0800 644 2222 or [email protected] for more information.
  
  
• How do I claim VAT Relief?
  To show that you are entitled to buy the goods with VAT Relief, we will ask you to make a self-declaration, confirming your eligibility when placing your order. This is a very simple process which requires the name of the person using the product, and the medical condition or chronic sickness that they suffer with.
  
  
• How do I order this item from you?
  The easiest and quickest way to order this item is online, directly through our website. Once you can have decided on your items, add them to your basket to begin the order process. Simply enter your contact and address details, choose your delivery option and then pay online using a debit/credit card or PayPal. We will send you an instant order confirmation receipt by email for your records and your order will be scheduled for delivery depending on which option you selected. Alternatively, you can order by phone with one of our dedicated advisors who will be able to complete the order on your behalf.
  
  
• Are my bank details secure?
  Yes, we take security seriously and to ensure peace of mind, we process all card payments within a trusted environment covered by an SSL certificate using 256-bit encryption – the UK’s highest standard. Also, we do not store any customer financial information for any reason. Also, we do not charge any extra for credit cards – we never have, and we never will.
  
  
• When will I receive my order?
  Our standard delivery lead time is up to 7 working days though we do offer priority delivery for customers who require their order more urgently. We offer next day delivery, as well as allowing you to choose your specific delivery day in advance i.e. day after tomorrow, along with morning and weekend delivery slots for your added convenience. Most of our priority delivery services are only eligible for mainland UK and exclude the Scottish Highlands due to restricted delivery routes. If you have opted for our Professional Assembly service then you can expect delivery within 7-10 working days, depending on your delivery address. However, we do always call you in advance of your delivery to agree a convenient day and time to accept your delivery.

We’ll show you your current delivery options for this item in the checkout. These will depend on the time and day of your order, as well as the location of your delivery address. Deliveries are made between the hours of 7.30am and 7.30pm. We will share your email address and mobile phone number with the nominated carrier to provide you with live tracking information where possible.

Standard Delivery - £3.99 (FREE on orders over £40)

• Get it delivered within 7 working days
• Great value if you’re happy to wait

Next Day Delivery - From £7.99 - £24.99

• Get it delivered on the next working day
• Perfect if you need something quickly
• Small items dispatched with DPD (£7.99), Larger powered items despatched with DX (£24.99)

In Home Delivery - £69.00

• Delivery within 3 working days 
• Available on all of our powered products; mobility scooters, electric wheelchairs & riser recliners
• Live delivery updates with 1 hour delivery window

Professional Assembly - £119.00

• Get it delivered within 7 - 10 working days 
• Appointment based service with notification 48hours prior to delivery
• Assembled with personalised product setup

Professional Assembly & Removal - £159.00

• Get it delivered within 7 - 10 working days 
• Appointment based service with notification 48hours prior to delivery
• Assembled with personalised product setup and removal of old product