Freedomchair A13 AF - Auto Folding Huge Suspension Folding Powerchair

• 1x Brand new DE09 Powerchair
• Charger
• Battery
• Instruction Manual

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How quickly will this item arrive?

The next working day when ordered before 12pm. Orders made on weekends will be delivered on Tuesday.

Our 2-man team will place the box in your room of choice, unless you're ordering a carbon fibre product which are delivered with DPD due to their light weight.

Can I pay extra to have an engineer deliver and set-up this product at my home?

Yes, at checkout you can select engineer home delivery which adds £95 to the order and approximately 7-10 working days to the delivery time.

A time and date for the appointment will be arranged via telephone call with yourselves approximately 3-5 working days after ordering, so please enter a phone number at checkout you will be able to answer in the days after ordering. Please note engineer delivery is only available on the English, Scottish and Welsh mainland.

On the day of delivery, the engineer will your order into your property set-up, provide a demonstration, and remove all the packaging. If you are not sure about the item on delivery, we strongly recommend asking the delivering engineer to leave the packaging with you in case of a return

What locations do you deliver to?

We deliver to the Great British mainland (England, Scotland & Wales) only. We can also deliver to any GB outlying islands for an extra courier fee, please call us to check before ordering. As an example, Isle of Wight generally costs approximately £40 extra for delivery.

Can I collect this product from you?

Yes, so long as you call to confirm this so we can ensure it will be ready in time. We will provide a demonstration and keep the box if you wish.

What happens if my order is damaged in transit?

We will offer to replace it without quarrel, so long as you notify us within 48 hours of the order being tracked as delivered and the item shows no signs of use. We may also offer you a discount or to send the parts if the damage is cosmetic only, however it's your decision as to whether you accept this, or ask for a complete replacement, or collection for a full refund.

How long do I have to return this item if I don't want it?

14 days starting from when the order tracks as being delivered.

How do I initiate a return request?

Head over to our contact page and submit a message quoting your order number, return reason, and contact details, and we will respond with instructions.

Once your return is authorized, you can either:

• Drop the item off at our premesis yourself (Wiltshire SN6 6HE)
• Post it back yourself using a tracked service
• Utilize our returns collection service for a £70 charge, which covers the palletways cost to collect from you and deliver back to us.

You are responsible for ensuring the product is adequately packaged and protected in transit.

Note that if you are returning an item because it's developed a fault within the first 14 days, the returns collection service cost is covered by ourselves. If the product develops a fault after 14 days of taking delivery, please check our excellent warranty policy for details.

Restocking fees and postage refunds

We only charge restocking fees when absolutely neccessary in the following scenarios:

• Items are returned with clear signs of use and/or damage
• Items are returned without their original inner or outer packaging
• Items are returned to missing supplementary inserts such as chargers and instruction manuals.

Any restocking fees charged are only used for, and proportionate to, the cost of restoring a product to a resealable condition.

Please note that in line with the consumer contracts regulations, engineer/set-up and 'ready to drive' delivery options are non-refundable.

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Already own this item and need a warranty repair?

Click here to submit a warranty repair request.

With many moving parts and exposure to scrapes, bumps, hills and the weather, it's important you have a clear understanding about how you're covered in the event of a breakdown.

What's the difference between insurance and warranty?

Warranty is included as standard for the first year and covers something going wrong with the product. Insurance is completely optional and similar to car insurance, provides cover for accidents, such as theft, user-caused damage, and the consequences of an accident such as injury.

What does this scooter's warranty cover?

Free 1 Year parts & labour cover for mechanical or electrical faults.

What does the optional insurance cover?

The 'Standard' insurance option covers loss, damage, legal liability for injuring others, breakdown recovery, loss of keys, personal injury and loss of belongings, hire costs while waiting for repair, plus cover for mugging.

If you choose to opt-in when ordering, we can offer 1 month of plus insurance free of charge. Many customers choose this option as it gives peace of mind while you spend the first month getting used to your vehicle, in the knowledge there is no automatic renewal and therefore no unexpected direct debit when the month ends, instead the insurer, Mark Bates Ltd, will be in touch to check if you want to renew. You can view full details on the free insurance in the IPID here.

'Plus' insurance adds cover for punctures, legal cover if someone else hits you, automatic cover for any manual wheelchairs you own, pet and dental cover, and any driver using your scooter being automatically covered. You can view the full breakdown of the things covered by insurance in the IPID here.

Can I extend the warranty?

Yes, up to a maximum of 5 years total, and you can also renew the warranty next year when the first year expires, in case you didn't want to add the extra cost up-front.

What happens if my scooter develops a fault?

Send a message via our contact page here, quoting your order number and the fault in question. Our customer service agents will then contact you promptly to arrange a repair. After gathering enough information about the fault, at our discretion, we will then take action in one of the following ways:

• If the fault is obvious and easy to repair: We will make an appointment for an engineer to visit your home to replace the faulty parts free of charge.
• If the fault is obvious but hard to repair, or the scooter needs diagnostic work: We will uplift the scooter from your home to our workshop free of charge. Normally we have scooters repaired and on their way back with customers within 3 working days after they've been collected.
• If the fault is not obvious and requires diagnostic work: We will ask you to either deliver your scooter into our workshop in Wiltshire in person or with your own courier, or utilise our collection courier service for a £70 deposit. This deposit is refunded if a genuine fault is found with the scooter, with repairs then being made and the scooter returned to you by our courier at our own cost.
• If the fault is discovered to be caused by user error or accident: We will contact you with a repair and return quote for approval before making repairs. Costs for user-damaged scooter repairs will also include the collection and return delive

  Warranty Exclusions

  All our products carry the following warranty exclusions:

  • Labour or call-out availability and/or costs to outlying islands - We do not guarantee that call-outs or labour will be covered on any outlying island. Only mainland England, Scotland and Wales are guaranteed by our warranty policies. Despite this, we will always do our best to remedy issues where the product was delivered to an outlying island.
  • Damage caused to the product caused by improper use or assembly.
  • Carriage costs to and from our head offices where an item is found to not be faulty - Where a product cannot be found to be faulty by our field engineers, and/or the customer requests a final inspection at our head office, we reserve the right to charge the customer a carriage deposit to and from their premises up to the value of £100. This purely covers our carriage costs. If a genuine fault is found with the product, this deposit will be fully refunded.
  • Perishable (wear and tear) components on mobility products, such as getting a puncture.
  • Damage caused by the user such as scrapes, damage from liquids
  • Batteries: The max warranty on mobility batteries is 1 year (6 months on clearance items) and is only effective if the batteries have been treated properly as per the instructions that came with your product.
  • Taking your equipment outside the UK. Unfortunately at the moment, we are only UK-Based and cannot extend any engineer services, whether paid for, or included in your warranty outside of the English, Welsh and Scottish Mainland
  • Any mobility product suffering loss or damage occurring whilst in the possession or control of airport authorities, airlines, baggage handlers or whilst on an aircraft.