Try Your Mobility Product at Home for 30 Days
Take 30 full days to use it in your own home, your own routine, on your own floors. If it is not right, we collect it and refund what you paid. More generous than the 14 days UK law requires — because four weeks is enough time to be sure.
30 Full Days
From Delivery
No Restocking
Fees, Ever
Refund Within
14 Days
We Arrange
Collection
Why a 30-Day Home Trial?
Choosing a wheelchair or mobility scooter from a website is hard. You cannot sit in it, you cannot wheel it round your kitchen, and you cannot try it on the school run or the trip to the shops. A photograph and a spec sheet only get you so far.
So we give you what a high-street showroom would: real time with the product, in real conditions, to see whether it actually fits your life.
The Consumer Contracts Regulations 2013 give you 14 days to change your mind on a distance purchase. We voluntarily extend that to 30 days because — for a high-value mobility product that is going to be part of your daily life — 14 days is not enough to know.
How It Works
The whole process is designed to be as simple as possible. Four steps, no jargon, no obstacle course.
Order & Delivery
We deliver to your door. The 30 days start the day after you receive the product.
Try It at Home
Use it for up to 30 days in your real daily routine. Take notes, ask family, ring us with questions.
Decide
Love it? Keep it. Not right? Tell us by phone or email — no reason needed, no questions asked.
Refund
We arrange courier collection. Your refund is processed within 14 days of the product being on its way back.
What You Can Do During the 30 Days
We treat the trial much like a high-street showroom would — you are welcome to:
- Unbox and assemble the product — full instructions and tools included.
- Sit in it, try the controls, test the features — exactly as you would in a shop.
- Use it indoors on your kitchen floor, in your living room, around your home.
- Charge the battery, run it through cycles, test the range at home.
- Have a family member, partner, or carer try it with you — second opinions are welcome.
- Call us with questions any working day — our UK team is on the phone if you need help.
Honest moment: about outdoor use
If you take the product outdoors — on pavements, gravel, grass, wet surfaces — and you later return it, we may need to deduct an amount that reflects the actual cost of getting it back to saleable condition (typically £30 to £150, depending on the issue). This is called a diminished-value deduction, and it is permitted under Regulation 34(9) of the Consumer Contracts Regulations 2013.
We never apply a flat percentage, never charge a "restocking fee," and never deduct for general use indoors. We will always show you the breakdown before any deduction so you can see exactly what you are paying for. Full detail — including the list of typical restoration costs and disability adjustments — in our Return and Refund Policy.
What You Get Back in Your Refund
If your product comes back in saleable condition, you receive a full refund — no deductions, no exceptions. Your refund includes:
| What's refunded | Detail |
|---|---|
| Full product price | The price you actually paid at checkout (including any VAT relief at zero rate, if applicable). |
| Standard outbound delivery | Refunded if you paid for it. UK Mainland orders over £14.99 ship free, so this is normally £0. |
| VAT actually paid | Refunded at the rate you paid — including £0 VAT if you bought under HMRC VAT relief. |
Premium delivery upgrades (expedited or weekend) are refunded at the standard delivery rate. We never deduct what we paid the courier to deliver to you in the first place — that is our cost of offering free delivery, not yours.
Who Pays for Return Shipping?
This is where we have to be straight with you, because mobility products are heavy and the lithium-ion batteries inside electric wheelchairs and scooters are classified as Dangerous Goods for transport.
| Reason for return | Return shipping |
|---|---|
| Faulty, damaged, or not as described | We pay — always (Section 20(8), Consumer Rights Act 2015). |
| Change of mind — Home Trial return | You pay (typically £35–£200 depending on size, weight, postcode). |
For change-of-mind returns, we can arrange a hazardous-goods courier collection from your home — the simplest option for most customers. We quote the exact figure for your product and postcode before you commit, so there are no surprises.
Standard couriers and Royal Mail will refuse to carry electric mobility products with lithium batteries, so a specialist hazardous-goods courier is the only legal way these products travel.
30-Day Home Trial vs Warranty — What's the Difference?
These are two separate protections, and they cover different things.
| 30-Day Home Trial | Warranty |
|---|---|
| For: change of mind | For: faults & manufacturing defects |
| Window: 30 days from delivery | Window: 1–3 years (depending on component) |
| Outcome: refund | Outcome: repair, replacement, or refund |
| Return shipping: you pay | Return shipping: we pay |
If you are within the first 30 days and the product is faulty, the stronger faulty-goods rights apply automatically — we cover return shipping, no diminished-value deductions. Read our full Warranty Policy for component coverage.
What the 30-Day Home Trial Doesn't Cover
A small number of items are excluded from the change-of-mind trial under Regulation 28 of the Consumer Contracts Regulations 2013:
- Used hygiene items — seat cushions, slings, padding once the protective seal is broken or the item has been used. (This does not include sitting in a wheelchair to test it — that is fine.)
- Returns requested outside the 30-day window — unless we have agreed otherwise in writing in advance.
These exclusions apply only to change-of-mind returns. If a hygiene item arrives faulty, your full faulty-goods rights under the Consumer Rights Act 2015 still apply.
If repackaging is difficult, please tell us
If you have a disability or any health condition that makes it difficult to repackage, lift, or transport the product yourself, please let us know when you cancel. Under the Equality Act 2010 we will arrange whatever reasonable adjustments are practical — talking you through repackaging step by step, accepting the product without its original outer carton if you no longer have it, or anything else that helps.
Frequently Asked Questions
Do I need to give a reason for returning?
No. The 30-Day Home Trial is no-questions-asked. You can return for any reason, or no reason at all. Just let us know within 30 days of delivery and we will sort the rest.
What condition does the product need to be in?
For a full refund, the product should come back clean, complete (with all parts, accessories, manuals, charger, and any spare battery), and ideally in its original packaging. We treat this much like a high-street showroom would — using and testing the product indoors is fine.
Outdoor use that affects resale value may lead to a diminished-value deduction (typically £30–£150). We always show you the breakdown before deducting anything. Full detail in our Return and Refund Policy.
How quickly will I get my refund?
Within 14 days of us receiving the product back, or within 14 days of you giving us tracked proof of dispatch — whichever is sooner. Refunds go to the original payment method used at checkout.
What if I bought under VAT relief?
You receive back exactly what you paid — the zero-rated price. Because no VAT was charged, no VAT is refunded. HMRC requires this approach.
Can I return after the 30 days?
For a change of mind, no — unless we have agreed otherwise in writing. After 30 days, your statutory rights for faulty products still apply (up to 6 years under the Limitation Act 1980 for inherent defects), but the change-of-mind window has closed.
What if my product is faulty within the 30 days?
The faulty-goods rights under the Consumer Rights Act 2015 take over — and they are stronger. We cover return shipping in full, you can ask for a refund, repair, or replacement, and there are no diminished-value deductions. Section 24(10) of the Act also means we cannot deduct for use within the first 6 months on mobility scooters or powered wheelchairs.
Just contact us straight away — phone is fastest.
How do I start a return?
Easiest way is to call us on 0330 520 0720. You can also email info@comfygomobility.co.uk or use our contact form. Tell us your order number, and we will quote the exact courier collection cost (or arrange free collection if the product is faulty) before you commit.
Where can I read the full policy?
Our full Return and Refund Policy covers everything in legal detail — including the exact restoration cost ranges, courier rules, ROI customer arrangements, statutory rights preservation, and our complaints process.
Your Statutory Rights Are Always Preserved
Nothing on this page reduces your rights as a consumer. The 30-Day Home Trial is in addition to — never instead of — your statutory protections under:
- Consumer Contracts Regulations 2013 — your 14-day cancellation right (we extend to 30).
- Consumer Rights Act 2015 — the right to faulty-goods remedies.
- Limitation Act 1980 — up to 6 years to claim for inherent manufacturing defects.
- Consumer Credit Act 1974, Section 75 — if you paid by credit card and the cash price was £100–£30,000, your card provider is jointly liable with us.
- Equality Act 2010 — reasonable adjustments for disabled customers.
If anything ever feels like it conflicts with your statutory rights, the law wins — every time. Full statutory references in our Return and Refund Policy.
Ready to Try It at Home?
Browse the range, place an order, and take 30 days to be sure. Or — if you would rather talk it through first — book a free 30-minute consultation with our UK product team.