Refund policy

Return and Refund Policy

Rockport Mobility (Rock Port Trading Ltd)

We know that buying a mobility scooter, powerchair or mobility aid is a big decision, and we want you to feel completely confident with your purchase. This policy explains your rights to change your mind, how returns work, and the collection charges that apply — set out clearly upfront so there are no surprises.

This policy does not affect your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Your 30-Day Cooling-Off Period

We go beyond the legal minimum. While UK law entitles you to a 14-day cooling-off period, Rockport Mobility gives you 30 days from the date you (or a nominated person) receive your order to change your mind, for extra peace of mind on larger purchases.

To cancel within this period, simply contact us: - Mobile: 07467 848509 - Email: rockportmobility@hotmail.com

Please let us know your order number and whether you’d like a refund or exchange.

2. Standardised Return & Collection Charges

Many of our products — particularly mobility scooters and powerchairs — are large, heavy, and require specialist handling to return safely. To keep this fair and consistent for every customer, we apply the following standardised charges, which will be deducted from your refund:

Item type	Return method	Charge
Small/light accessories (bags, canopies, parts up to 20kg)	Customer posts back to us	£15
Mobility scooters, powerchairs & other large items — within 75 miles of our Nottingham base	We arrange collection	£99
Mobility scooters, powerchairs & other large items — beyond 75 miles of our Nottingham base	We arrange collection	up to £150

The 75-mile radius is measured from our Nottingham base (NG postcode area).

These charges apply to cancellations under your cooling-off right (i.e. where you’ve simply changed your mind). They do not apply to faulty goods or warranty claims — see Section 5.

3. Condition of Returned Goods

To receive a full refund (less the applicable collection charge above), items must be returned: - In as-new, unused condition - In their original packaging where possible - With all accessories, manuals, and free gifts included

If a returned item shows signs of use, damage, or missing parts beyond what’s reasonable for inspecting it, we may make a deduction that fairly reflects the reduction in its resale value, in line with the Consumer Contracts Regulations 2013. We’ll always explain any such deduction clearly before your refund is processed.

4. Non-Returnable Items

For hygiene, safety, and practical reasons, the following cannot be returned under the cooling-off right unless faulty: - Made-to-order or custom-specified products (e.g. bespoke seating, non-standard colours/sizes) - Bathing aids, commodes, slings, and other personal hygiene items once removed from sealed packaging - Batteries once installed or used

5. Faulty Goods & Warranty Claims

If your product develops a fault covered by its warranty (see our Terms of Service for warranty details), this policy’s collection charges do not apply. We will arrange free collection, repair, or replacement as appropriate, in line with your rights under the Consumer Rights Act 2015. Contact us and we’ll guide you through it.

6. Refund Timing

Once we’ve received your returned item and confirmed its condition, we’ll process your refund within 14 calendar days, to the original payment method used. If you purchased via finance (e.g. Klarna or Ideal4Finance), your refund will be processed in line with that provider’s terms.