Returns and Refund Policy
If you wish to cancel your order before we’ve dispatched it, please call 0330 383 9988 to request cancellation.
We try to dispatch things very quickly so if you need to cancel your order please do so as soon as possible!
Please note once we have dispatched an item(s) to you, the item cannot be cancelled, and the below returns process comes into effect with their respective charges.
Returning Online Products
But if this isn't the case we hope to make the returns process as simple as possible.
We hope you're happy with every Lightweight Wheelchair Product purchase you make with us,
You have the right to return your order within 14 calendar days of receiving the goods. After this period we cannot accept any returns.
To cancel your order you must contact us via telephone to notify us of your decision to return, we will then ask you to put in in writing via email or by post to confirm.
Below are our full details if you need to contact us for another reason.
- Telephone : 0330 383 9988
- Email : firstname.lastname@example.org
- Postal Address : Excel wheelchairs c/o Fenyx Mobility Solutions Ltd, Whitehall Works, Whitehall Lane, Grays Essex RM17 6SS
To receive a full refund the product(s) must be returned complete, unused, in an undamaged state and in the original packaging.
We will not refund you any supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us.
If the product(s) are not returned in their original condition, Fenyx Mobility reserves the right to charge for repair or replacement of any product(s).
We're happy for you to unpack the item and inspect it properly. However, if you’ve used or installed it we will only make a partial refund to cover the loss in value of the product.
This could be up to 50% of the price of the item. If on return of the goods, whether by post, self-delivery or courier, we find that necessary packaging is missing then we reserve the right to charge an £80 fee to repackage the product(s).
Unfortunately, we cannot accept returns on product(s) that are Made To Order, have been specially adapted to suit your requirements, or for products that can void Health & Safety regulations if used. A refund can only be given if the product(s) arrives faulty, damaged or incorrect.
You can return the product(s) to us within 14 days of original delivery to receive a full refund (excluding delivery charge).
Defective Items - Warranty
Your warranty covers you for all manufacturing issues that occur to the product.
Please be advised that accidental damage is not covered under the warranty. If your item is faulty or develops a fault please contact us, so we may work with you to provide the best solution whether that be repair, replace or refund
* Subject to Conditions in section 8 of Terms & Conditions.
If your product(s) were delivered by Standard Delivery and you wish to return them via courier you’ll incur one of the following charges, depending on the product.
At Fenyx Mobility, we strive to save you as much money as possible as well as providing first-class products and excellent service. However, the charges below are incurred by ourselves when we arrange a courier to collect your item, so if you select a returns collection you are agreeing to pay this returns fee.
All refunds will be processed within 14 days following receipt of goods.
Returns Collection Fee Orders under £100 = £7.95, Wheelchairs = £50.00