Refund policy
Return & Refund Policy
At egoeve.co.uk, we are committed to providing reliable, high-quality electric wheelchairs and excellent customer service. This policy explains your legal rights and our return, refund, exchange, and cancellation procedures.
1. Your Legal Right to Cancel (14-Day Cooling-Off Period)
Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods, without providing a reason.
To exercise this right, you must notify us within 14 days of delivery.
Once cancellation is confirmed, you must return the goods within 14 days.
Refunds will be processed within 14 days of receiving the returned goods.
2. 30-Day Return & Exchange Policy
In addition to your statutory rights, we offer a 30-day return and exchange policy.
You may request a return or exchange within 30 days from the date of delivery.
Requests submitted after 30 days may not be accepted unless the product is faulty.
3. Eligible Reasons for Returns
Returns may be approved under the following circumstances:
Defective or Damaged Products
Manufacturing defects
Functional issues not caused by misuse
Damage during transportation
Incorrect Items
If you receive a product different from what you ordered
Change of Mind (Indoor Trial Use Permitted)
Electric wheelchairs may be inspected and tested indoors to assess suitability.
Minor signs of handling consistent with normal inspection are acceptable.
However, excessive use, outdoor damage, or misuse may reduce eligibility for a full refund.
4. Non-Returnable Cases
We reserve the right to refuse or partially refund returns if:
The request is made after 30 days (unless faulty)
The product shows excessive wear, misuse, or damage
Damage is caused by accidents or unauthorized modifications
Essential parts, accessories, manuals, or original packaging are missing
5. How to Request a Return
Before returning any item, please contact us:
Please include:
Order number
Reason for return
Photos or videos (required for defective or damaged items)
Returns sent without prior approval may not be accepted.
6. Return Address
Approved returns must be sent to:
Egoeve Service Center
Unit 14, Union Road Industrial Estate
Oldbury, B69 3EX
United Kingdom
7. Return Shipping Costs
If the return is due to our error (defective, damaged, incorrect item):
→ We will cover the return shipping cost.
If the return is due to change of mind:
→ The customer is responsible for return shipping.
We do not charge restocking or handling fees.
8. Refund Processing
Once the returned item is received and inspected, we will notify you of the outcome.
Approved refunds will be processed within 14 days and issued to the original payment method.
9. Exchanges
Exchanges are available within 30 days of delivery.
Any price difference between models will be settled accordingly.
No additional handling fees apply.
10. Order Cancellation Before Dispatch
Orders may be canceled before shipment for a full refund.
Once shipped, the return policy applies.
11. Warranty Rights
This policy does not affect your statutory rights under the UK Consumer Rights Act 2015.
Faulty goods may be eligible for repair, replacement, or refund under applicable UK law.
12. Contact Information
Email: service@egoeve.co.uk
Website: https://egoeve.co.uk