Delivery, Returns, Refunds & Cancellation Policy

Important Delivery Information

Delivery times are estimates and may vary depending on location and product availability
Some remote or rural areas may require additional time
We will contact you if there are any unexpected delays
Larger items may require access checks prior to delivery

If you’re unsure which delivery service is best for your order, our team is here to help.

Returns, Refunds & Cancellation

1. Overview

At Monarch Mobility, we aim to make your experience as simple and transparent as possible. This policy outlines your rights and our procedures for returns, refunds, and cancellations.

Please note: This policy is applicable to products purchased directly from Monarch Mobility Ltd. only.

It applies to purchases made:

Online
Over the phone
In-store
During an in-home demonstration

This policy is in accordance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

2. Your Right to Cancel (Online, Telephone & In-Home Demonstrations)

If you purchase a product online, over the phone, or during an in-home demonstration, you have the legal right to cancel your order within 14 days of receiving the goods.

You must notify us within 14 days of delivery
You then have a further 14 days to return the item
You will receive a full refund, including standard delivery costs

To cancel, please contact us in writing (email is acceptable).

3. Returns Conditions

To qualify for a full refund:

The product must be returned in unused condition
It must include all original parts, accessories, and packaging where possible
It must not show signs of use beyond what is necessary to inspect the item

We reserve the right to make a reasonable deduction from your refund if the item has been used beyond reasonable handling.

4. Return Costs

Customers are responsible for return costs unless the item is faulty or incorrect
For larger items such as mobility scooters or powerchairs, we can arrange collection, and a collection fee may apply
You are responsible for the item until it is safely returned to us

5. Refunds

Once your return has been received and inspected:

Refunds will be processed within 14 days
Refunds will be issued to the original payment method

Standard delivery costs will be refunded where applicable.
Additional delivery services (e.g. express delivery) are non-refundable.

6. Faulty, Damaged or Incorrect Goods

If your product is faulty, damaged, or not as described:

Please contact us as soon as possible
You are entitled to a repair, replacement, or full refund

Within 30 days of delivery:

You can request a full refund, replacement, or repair

After 30 days:

We will offer a repair or replacement in the first instance

We will cover any reasonable return or collection costs for faulty items.

7. In-Store Purchases

For products purchased in-store:

There is no automatic right to return if you change your mind
Returns or exchanges are offered at our discretion

If a product is faulty, your rights under the Consumer Rights Act 2015 apply, including:

A full refund within 30 days
Repair or replacement thereafter

8. In-Home Demonstration Purchases

Purchases made during an in-home demonstration are treated as off-premises contracts under UK law.

You are entitled to:

A 14-day cooling-off period from the day you receive the product
A full refund if you cancel within this period

This ensures you have time to consider your purchase after the demonstration.

9. Cancellations Before Dispatch

If you wish to cancel your order before it has been dispatched:

Please contact us immediately
You will receive a full refund

If the order has already been dispatched, the standard return process will apply.

10. How to Contact Us

To request a return, cancellation, or support:

Email: [email protected]
Phone: 0800 002 9633
Address: Monarch Mobility Ltd. Unit 1 Holmfield House, Holdsworth Road, Halifax, HX3 6SN

11. Your Legal Rights

This policy does not affect your statutory rights under UK law.