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

Klarna Pay in 3

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle their payments.

How does Pay later in 3 interest-free instalments work?

Pay later in 3 interest-free instalments is a form of credit which allows you to spread the cost of your purchase over 3 equal payments.The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by ​Velobike and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the ​Klarna app​

Am I eligible for Pay later in 3 interest-free instalments?

To use Pay later in 3 interest-free instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free instalments, our assessment will not affect your credit rating.

How can I increase my chances of being accepted for Pay later in 3 interest-free instalments?

Klarna is unique and offers Pay later in 3 interest-free instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free instalments by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address.All orders are assessed individually. Just because you have been accepted for Pay later in 3 interest-free instalments before does not mean it will be offered for every order. In turn, if your application for Pay later in 3 interest-free instalments is denied, it does not mean it will be denied for future orders.

What do I need to provide when I make a purchase?

If you want to make a purchase with Klarna using Pay later in 3 interest-free instalments, you’ll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you.All communications will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.

Will a credit search take place?

Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor​ Velobike run credit searches against you that could impact your credit rating.

Why have I not been offered Pay later in 3 interest-free instalments?

Although Pay later in 3 interest-free instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.

What are my payment options with Klarna?

Payment for your Pay later in 3 interest-free instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days,respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.

What happens if I cancel or return my order?

As soon as ​Velobike​ have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.

What happens if I don’t pay for my order?

Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free instalments purchase at ​Velobike from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience.

You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s‘Pay later in 3 instalments’ product even if you have failed to pay on time. If you fail to make a payment you will be in default, and maybe unable to use Klarna in the future. We may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort

I have been asked to go to the Klarna site. Is this correct?

You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.

Is my payment information safe?

Payment information is processed securely by Klarna. No card details are transferred to or held by Velobike​. All transactions take place via connections secured with the latest industry standard security protocols.

Can I pay before the due date?

Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.

Have you received my payment?

Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk .

What happens to my statement, when I've returned the goods?

Once​ Velobike ​has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarnaapp.

I've received a statement, but I've not yet received my goods.

In the event that your goods have not been received please call ​Velobike​ to check on your order and delivery status. You can also contact Klarna’s ​Customer Service​ so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.

I have cancelled my order. How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.

I have asked for a refund. How will I be refunded?

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

I haven’t received an email with my statement/payment information.

You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.

I still have questions regarding payment, how can I get in touch?

Visit Klarna app Klarna’s ​Customer Service page​ for a full list of FAQs, live chat and telephone options

Klarna Financing

Do you offer a financing plan?

We have partnered with Klarna to offer interest-free credit as an option when purchasing with us.
With the Klarna Financing payment plan, you can spread your payments over [X, X or X] months.

Who is Klarna?

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment.
Klarna is the provider of smooth payments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle their payments.

How do I place an order using Financing with Klarna?

Purchasing with Klarna Financing is simple. Add the product you wish to purchase to your basket and proceed to the checkout as normal. Then select the “Pay Over Time” payment method. This will start your application with Klarna Financing. You will then be asked to provide some basic information, followed by details required to check your eligibility. If you’re approved, your payment plan will be created and your order will be automatically placed with us. It’s a short application and you won’t have to leave our website.

What details do I need to provide when I make my purchase?

You will need to provide your name, billing address, email address and phone number, as well as some basic employment and bank details.

Will I be required to pay anything when I apply?

In some cases, Klarna may offer finance contingent on the applicant paying a portion of the balance up front. If this is the case, you will be prompted to make a deposit during the application flow.

If I make my purchase on a Klarna Financing plan, will I pay interest?

Our interest-free offer means that you won’t have to pay interest. The monthly instalments will be collected automatically from your bank account via Direct Debit. Please ensure you have enough funds in your account to cover the repayment on your due date.

Am I eligible?

To be eligible for Klarna credit products you must be at least 18 years old and a UK resident. Your application approval is subject to Klarna’s review of your financial circumstances and a full credit search.

If I apply for Klarna Financing, will this affect my credit score?

When you apply for Financing with Klarna, Klarna will make a full credit search with credit reference agencies who supply Klarna with credit information. The agencies will record details of the search, which can be seen on your credit file, whether or not credit is granted. This record will also be visible to third parties and may affect other organisations’ future decisions on whether or not to provide you with credit. For any questions relating to the credit check process, contact Klarna’s customer support team.

What if I am late or miss a payment?

Your monthly payment must reach Klarna by the payment due date.
Klarna will also report information to credit reference agencies about the payments you make, and about any payments that you fail to make on time. Late or missing repayments may have serious consequences for you and cause you serious money problems. Your credit rating may be affected which will make it more difficult or more expensive for you to obtain credit in the future. If at any time you miss consecutive payments, Klarna may serve you a default notice requiring you to repay what you owe. If you fail to do so, Klarna may terminate the Agreement and assign or sell the debt to a debt collection agency who will become responsible for recovering the debt themselves.

If you are having trouble making repayments, please get in touch with Klarna customer service via the support section of the Klarna app or via Klarna’s customer support page.

Will I receive an email confirmation when purchasing with Klarna Financing?

If you have selected the Klarna Financing option to pay for your purchase, Klarna will send you an email confirming your purchase details. The email will contain a link to Klarna’s online portal or to download the app, where you can manage your purchases with Klarna. It is essential that you provide accurate information during checkout to ensure that you can receive Klarna’s communications.

Can I set up automatic monthly repayments?

During the Klarna Financing application you will be asked to set up a Direct Debit Mandate from your bank account. Klarna will draw your monthly instalments from your bank account automatically via this Direct Debit Mandate so you don’t need to do anything.

How long will it take until I receive my refund?

As soon as the store has registered your cancellation or your return, we will credit the balance back to you or process a refund within the next 5 business days.

I purchased my item on a Klarna Financing plan and I would like to return it.

Please contact our support team at [insert merchant returns contact details] to process your return. Once your return has been processed your Klarna Financing plan will be adjusted.

I still have questions about Klarna Financing.

Please visit Klarna’s customer service page for a full set of FAQs. Alternatively, you can contact Klarna via live chat from their website, by downloading the Klarna app or over the phone at 0808 189 3333.