FAQ

Frequently asked questions

Product questions

Can mobility scooters go on the road?

Class-3 mobility scooters are both pavement and road legal. However, to use them on roads, they have to be registered with DVLA. In case of Class-2 vehicles, they are restricted to pavement.

Can mobility scooters go on buses or trains?

Currently not all trains and train stations are made with accessibility in mind. Regarding buses, in the United Kingdom, mobility scooters are still restricted  from getting on them.

Do I have to assemble the scooter myself?

No, for your comfort, our scooters are fully assembled and charged. On the day of delivery they are “Ready To Drive” straight away.

Will rain ruin a mobility scooter?

No, you can use the scooter in the rain. Although, we recommend that you avoid any heavy downpour and snow if possible. It is also a good practice to wipe the vehicle with a piece of cloth and then let it dry before next usage.

Can I get a manual for your product?

If you have purchased from us a scooter, the manual will be included in a language of country we deliver to. We can provide you with a different language manual or spare one, but for that you will have to contact us.
For safety reasons, we do not provide manuals to customers who don’t already own our product or didn’t purchase one directly from us. If you have bought a scooter second-hand or have similar model that was not purchased from our store, we won’t send you a manual as our scooters are custom-made. A wrong manual could be hazardous to your health which is why we only send manuals to customers we can verify.

How long should I charge my mobility scooter?

Our scooters should be charged from 8 to 10 hours if they are from near depleted state. To ensure the longevity of the battery, please try to avoid depleting the charge to zero. If a scooter gets charged from near depleted to 100% in less than 7 hours, it might mean the battery has lost its voltage.

Do you sell spare parts?

Yes, we do. Click here to browse through them. You can also use the search box visible in main category or in specific model narrow down your search.

Can you modify the scooter by adding an alarm, lock box, left hand drive etc.?

We do not perform any modifications for products in our store, as that could void their medical certificate eligibility as class-3 mobility scooters. Small modifications like adding alarm can be done by any local bike shop. Be advised that big and significant modifications can also void the warranty on the scooter. All modifications won’t be a subject of our warranty.

Does the scooter use the left or right hand to drive?

All of our scooters use the right hand to accelerate, and we cannot modify it to keep their medical certificate valid. If for health related reason you cannot use a twist grip accelerator, our DRACO model accelerates with push of button.

What is mobility scooter top speed?

Mobility Scooters that fall under the category of mobility aid and have 3 or 4 wheels have three speed modes: 1’st to 4 mph (ca. 6 km/h) 2nd to 8 mph (13 km/h) and 3rd to 15.5 mph (ca. 25 km/h).
According to law regarding max speed allowed on the road, the speed of the mobility scooter that is shipped to the UK must be restricted to 8 mph, while in the EU it can reach 25 km/h.

Can I remove the battery from my scooter?

Easy access to batteries which can be charged inside your home is possible only in models which have installed lithium-ion battery. Removal of battery that is lead-acid type on your own is not advised as it might be hazardous and void the warranty, unless performed by a person authorized to service vehicles.

Where to store mobility scooter?

Mobility scooter should be stored in dry place, either garage or shed. It should never be stored outside or in humid place for extended period of time, because this would affect electrical components.

Do I need drivers licence to use mobility scooter?

In the United Kingdom the licence isn’t required in case of mobility scooters that don’t go faster than 8 mph on road. You will however have to register it with DVLA to not be restricted to pavement.
In case of mopeds, you will need provisional licence and Compulsory Basic Training (CBT) is required.

Which mobility scooter is best for me?

All the mobility scooters have their own unique specifications. By contacting us, we can help you with making a decision which will consider all needs your individual needs.

What is the upper and lower age limit to use mobility scooter?

There is no upper age limit on using electric mobility scooters but you have to be at least 14 years old. Mopeds require users to be at least 16 years of age.

Do your scooters fold up?

Of all our products, only the ZT16 electric mobility trike can be folded.

Can you explain what 15% or 30% road slope means?

This is related to the angle of the hill. For example a 10 percent slope means that, for every 100 feet of horizontal distance, the altitude changes by 10 feet.

When will you have X product in stock?

You might want to try contacting us regarding that or simply press the “Email me when available” and leave us with your email. Once the product is once again in our store, you will receive notification about that.

Orders & Payments

Can you help me with making payment?

Don’t worry we are here to help you! Contact us by phone (00 44) 0 1234 816 404, or write us an email at office@velobike.co.uk or chat with your phone number, and we will call back. We will do our best to make sure you’ll be able to place an order with us.

Do the prices include VAT?

Vehicles that fall under the category of mobility scooters are sold without VAT. The parts, necessary accessories (ex. walking stick holder) and services associated with them are also VAT-free. However, all non-vital selements (ex. phone holder) and services associated with mopeds have VAT included in the price.

Do you honor VAT relief if I don’t have to pay it?

Yes, for more information you can visit our VAT Relief page.

What payment methods can I use?

We accept PayPal, credit/debit card or bank transfer. We also offer cash or card payment on delivery.

What is the delivery / shipping price?

Our delivery is free for all mainland European Union countries and the United Kingdom. For countries outside the European Union, the customer will have to cover the customs fee.
If the delivery happens to an island, the customer might be charged the cost of the ferry as we would have to transport the whole delivery truck. It is possible to arrange with us delivery to port, if the customer has local way to arrange the over-water transport for scooter only, which will be much cheaper.

Do you accept PIP or DLA payments?

Unfortunately at this time we do not honour PIP or DLA payments.

Do you do parts exchange?

We do not do part exchange, as we distribute only brand-new scooters and do not resale second-hand goods.

Delivery

Will someone explain to me how to use the scooter?

When you purchase our product, you will get the best customer service and support. This means also professional delivery and technical introduction at the time of delivery. Our driver will first use a special ramp for unloading of your scooter and then proceed to provide a safety demonstration for you. The introduction will go according to a specific checklist, to make sure that you understand how to operate the vehicle.

When will I get a mobility scooter?

Once you have placed your order, we guarantee to deliver your item within 4-9 business working days in the UK, 6-12 business working days in case of EU countries, and around 20 working days within any other European country.

When will I know about the exact delivery time?

For estimated delivery date, once we have your order ready to be shipped and loaded onto the truck, you will get email notification with tracking link. We cannot provide specific delivery date due to events like road traffic etc. The tracking will also have a contact number to the driver.
Our driver will contact you at least one hour prior to delivery though, so you can prepare for it.

Is the delivery secure?

For the security of our customers and to finalize the purchase, a passport or Identity Card must be shown upon the delivery. We want to make sure you are authorized to collect the scooter and that it is not received by anyone else.

Do I have to sign anything during the delivery?

Yes. Our driver will ask you to sign all delivery documentation, for example: scooter inspection, defects report, delivery note and invoice.

How can I track my order?

We have our own tracking system and provide email with link to tracking your order on every step. Each update and status change, you will receive an email from us.

Service, Warranty & Returns

What if my mobility scooter will not move?

All of our scooters are under warranty. In case of any problems, contact us via email office@velobike.co.uk, and we will try to solve the issue. Be advised that we might request photo or short video clip which shows the issue to avoid blindly sending the engineer to you and charge you for work that in no way was eligible for warranty.

What is the warranty period?

We issue 12 months of warranty on all of our scooters with 6 months warranty for battery as courtesy. You can find more information regarding warranty here.
Be advised that to keep the warranty valid, you need to have periodic inspections performed as it is falls under proper usage of the product.

If I bought your scooter second hand, how do I get warranty on my name?

You don’t, as all of our warranties are issued only to the person that we have sold the scooter to. Unfortunately the only kind of warranty you can get is from the seller, which in case of second-hand goods wouldn’t be us.

How do I request repairs / maintenance?

Our procedures are that all customers should first contact us via email office@velobike.co.uk with description of the issue and photos / video if needed. The more information we are provided, the easier it will be for our engineers to provide a solution. Based on this, we can verify what the issue might be and determine the scale of damage to the vehicle.
Unfortunately for booking service repairs, we accept email contact only as it can be forwarded to the engineering department that can assist. Customers contacting regarding service via chat or phone will be kindly asked to write an email as our customer support lacks proper technical training.
By performing email brief with our engineers, we can send our service and its cost is either covered by warranty or by client if it falls outside its scope. To make sure the issue falls under warranty, please visit our warranty page.

How much does repairs / maintenance outside warranty cost?

Unfortunately we are not able to provide full cost here, because all cases are considered individually. A customer who wished for outside of warranty service callout has to pay for:
– Engineer driving to them: £150
– Each 1 hour of engineer work: £30
– Cost of spare parts required