Delivery, Returns, Refunds & Cancellation Policy
DELIVERY INFORMATION
Fast, Flexible & Convenient Delivery Options
At Monarch Mobility, we aim to make receiving your order as simple and straightforward as possible. We offer a range of delivery options to suit your needs, whether you need a standard parcel delivery, next day service, or a full hand delivery with demonstration and setup.
Our Delivery Options
Standard Delivery – £6.75
Our standard delivery service is ideal for smaller items and accessories.
- Delivery timeframe: 7–10 working days
- Fully tracked service where available
- Suitable for accessories, batteries, and smaller products
Next Day Express Delivery – £8.75
Need your order sooner? Choose our express service for faster delivery.
- Next working day delivery
- Available on orders placed before 2pm
- Available on selected in-stock items only
Orders placed after 2pm will be processed the next working day.
Hand Delivery, Demonstration & Setup – £75
For larger products such as mobility scooters and powerchairs, we offer a premium hand delivery service.
This includes:
- Personal delivery by a member of our team
- Product demonstration
- Full setup and preparation
- Guidance on safe operation and controls
- Opportunity to ask questions at the time of delivery
Once your order has been placed, a member of our team will contact you to arrange a suitable delivery date and time.
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.
📞 0800 002 9633
📧 customerservices@monarchmobility.com
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.
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: customerservices@monarchmobility.com
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.