FAQ

Frequently asked questions

Product Usage

What mobility scooters can go on the road?

Class-3 mobility scooters are pavement and road legal. Class-2 vehicles are restricted to pavement.

Can electric scooter be used in the rain?

Yes, you can use the scooter in the rain. Although, it is recommended to avoid any heavy downpour and snow.

Can I take a mobility scooter on a bus, train or plane?

In the case of buses and trains, it depends on accessibility provided. In case of planes, this depends on terms stated by airlines. Normally that is possible, however if you have a lithium-ion battery, you might need to take it out to avoid short-circuiting. For details, contact airlines directly.

Where is the vehicle identification number (VIN) located?

Certificate of Conformity that comes with the vehicle, on the plate under the right side of the vehicle and the place hidden at the bottom of the steering wheel, near the footrest.

Can I get a manual for your product?

We provide manuals to all of our customers with our product only. If you have lost your manual, we can send a replacement, but will need to verify you as a customer by either your postal number or order number within our system.

How long should I charge an electric scooter?

Electric scooters should be charged from 8 to 10 hours if they are from near depleted state. To ensure the longevity of the battery, 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.

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

All of our scooters use the right hand to drive.

What is the max speed allowed for mobility scooters?

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

Can I remove the battery from my electric scooter?

Easy access to removable batteries which can be charged inside your home is possible only in the models that come with lithium-ion batteries. Otherwise, removal of battery on your own is not advised as it might void the warranty, unless performed by a person authorized to service vehicles.

Do I need a driver licence to use electric scooter?

In the United Kingdom the licence isn’t required in case of mobility scooters. However, in case of mopeds, a Compulsory Basic Training (CBT) and provisional licence are required.

I am X years old, can I still use mobility scooters?

There is no upper age limit on using electric mobility scooters. The lower age limit is at least 14 years old.

Where to store electric 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 your scooters fold up?

Of all our products, only the ZT16 electric mobility scooter can be folded to some extent.

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.

Ordering & Payments

Do I have to assemble the scooter myself?

No. Our scooters are fully assembled and “Ready To Drive” when delivered to you.

Can you send me a brochure?

You can find brochures in our downloads section.

When will you have X product in stock?

We usually display this information on the product page, but If the information isn’t visible, please try contacting us for details.

Do you sell spare parts?

Spare parts can be purchased directly from the scooter manufacturer website.

Can you modify the scooter that I want to order with an alarm, lock box, etc.?

We do not do additional modifications for products in our store, however any nearby service shop will be able to make them for you. Be advised that a heavily modified product changes its original form, and it might make it impossible to return to us, should you wish to do so.

Will someone explain to me how to use the scooter?

Our drivers will provide you with professional delivery service and technical introduction at the time of delivery. They are able to explain how to use a vehicle, though they might not be able to speak a language other than English.

Can you help me with making payment?

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

Do the prices include VAT?

Mobility scooters and spare parts and accessories that fall under the category of mobility aid are sold without VAT. However, all mopeds and their spare parts, as well as all accessories like phone holders 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 on delivery and payment in installments thanks to Klarna.

Can I pay for this item on finance?

Yes you can. During checkout you have to select monthly payments with Klarna.

Do you accept PIP or DLA payments?

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

Do you do parts exchange?

We do not do part exchange, as we distribute only one brand of new scooters.

Delivery & Order Tracking

What is the estimated delivery time?

Once you have placed your order, we will deliver your item within 5-9 working days in the United Kingdom, around 20 working days within any other European country and up to 60 days to the rest of the world.

What is the shipping / delivery price?

Our delivery is already included in the price of the scooter for all mainland European countries. In case of spare parts, across the United Kingdom the delivery is free, while in case of other countries, additional cost will be added during checkout automatically in our shop depending on their destination. For more details visit our shipping policy.

When will I know about the delivery time?

Estimated delivery date will show up in tracking. For the exact date, our driver will contact you prior to delivery, just to confirm the expected day and time of arrival.

Is the delivery secure?

For the security of our customers and to finalize the purchase, passport or Identity Card must be shown upon the delivery. We want to make sure you are authorized to collect the scooter.

 

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?

If you have ordered a scooter from us, you will be provided a tracking link via email. This tracking will be updated every time anything regarding the order changes. If you have not received

Which company makes the delivery?

We use our own fleet. To faraway countries, we might use a third party delivery company.

Service & Warranty

What if there are problems with my scooter?

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 a 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. Be advised that to keep the warranty valid, you need to have periodic inspections performed as it 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 an 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.

Returns

How can I return the scooter?

For details review our return policy.

In what time do I have to return the scooter?

The return must happen 14 days from the day of delivery.

Do I have to pay for the return?

Similar to returning any product purchased anywhere, the customer is always responsible for returning it to store. However, we do offer paid collection service, in which case we dispatch a driver to you to pick up the product. The upside of this service is that once the vehicle is on our truck, you are no longer responsible for the state it arrives in to our store.

Can I return the damaged product?

Yes, however we might deduce the cost of repairs from the refund amount.

Are there exceptions to your return policy?

We review each case individually as we are only human. Depending on circumstances, a courtesy exception can be made.

Promotions & Charity

Can I get a discount on a mobility scooter?

Depends on the amount, but as sellers, we want you to be our customer and be happy with our product.

How do I use promo code if I have one?

During the checkout process, when filling the billing information, under the basket to the left, there is an area to type in a promo code.

I had a promo code, but it expired, can I get another?

We can always extend the date to make your expired promo code valid, so don’t be shy and ask us about it.

Can I get a 50% discount?

Honestly we would love to give that big of a discount, but we are resellers and have to make a profit to keep the store up.

Do you do contests with prizes?

We would love to do them, but they are not so easy to organize. Follow us on social channels though as something might show up.

Can you help me out to get a mobility scooter for charity?

We can help out to some extent. If you would like a mobility scooter from us but don’t have funds, we can always make a GoFundMe campaign for you. Since we have big social media reach, it is possible for us to make big updates on our channel and help you gather the funds for your desired mobility aid. Visit our