Frequently Asked Questions

It depends on three things: your physical mobility (can you walk short distances or stand at all?), where you'll mainly use it (indoors, outdoors, both?), and how often you'll need to transport it (in a car, on holiday, on a train?).

As a general guide: electric wheelchairs suit users who cannot push themselves and need both indoor and outdoor mobility. Mobility scooters suit users who can transfer from a seat, can use a tiller (handlebar), and want longer outdoor range. Manual wheelchairs suit users with good upper body strength or those with a regular helper.

The clearest way to decide is to talk it through with our team. Book a free 30-minute video consultation — no payment, no obligation, just honest advice.

A folding electric wheelchair collapses to a much smaller footprint for storage or transport — typically 25–35 cm wide when folded, light enough to lift into a car boot (mostthe chair on holiday, in a car, or store it in a hallway.

A standard (non-folding) electric wheelchair is built for daily use at home and outdoors and does not fold. It is usually heavier and more powerful, with a longer battery range and more comfortable seating, but cannot easily be transported in a car.

If you regularly travel with the chair, a folding model is almost always the right answer. If you rarely transport it and need maximum comfort and range, a standard chair is the better choice.

The most important checks are:

• Doorway widths at home — measure every door the chair will pass through, not just the front door. See our doorway measurement guide.
• Car boot dimensions — if the chair will be transported. See our car boot measurement guide.
• Seat width — measure across the hips while seated. Most adults need 45 cm or 51 cm.
• Weight capacity — every product has a stated maximum user weight. Adding a large bag or shopping counts towards this.
• Who will be lifting — if you (the carer) will be lifting the chair into a car boot daily, weight matters. Our carbon fibre folding range is the lightest — the Phoenix Carbon

If you'd rather talk it through, call us on 0330 520 0720 — many of our customers are adult children helping parents, and we are used to advising at a distance.

Yes — in three ways:

• Free 30-minute video consultation — book a slot on our consultation page and we will show you the products on camera and answer your questions live.
• Limited home demonstration — in some areas, a member of our team can visit you in person to take measurements and show you the chair. If it suits you, you can purchase on the day. Availability is limited at the moment — please call us on 0330 520 0720 to check whether we can cover your area.
• 30-Day Home Trial — every order comes with a full 30-day at-home trial. Use the chair in your actual environment, and if it isn't right, we collect it and refund what you paid. See our Returns Policy for full details.

The 30-Day Home Trial is more useful than a 10-minute showroom test. Real homes, real doorways, real carpets — that's what tells you whether the chair fits your life.

Measure across your hips while seated, with your usual clothing on. Add 2–4 cm for comfortable clearance. Most of our products come in two widths:

• 45 cm — suits most slim-build adults (typically below 100 kg / 15.5 stone)
• 51–52 cm — suits average to larger build adults (above 100 kg, or anyone preferring extra room)

If you are between sizes, go up rather than down — a slightly wider seat is much more comfortable than a slightly tight one. If you are unsure, call us on 0330 520 0720 and we will help you measure correctly.

It depends on who is lifting and how often. As a general guide:

• Under 15 kg — comfortable daily lift for almost anyone, including those with back, arthritis, or shoulder issues. Our Phoenix Carbon Fibre sits in this category at 12.3 kg lifting weight.
• 15–20 kg — manageable for most adults daily, including older carers
• 20–25 kg — manageable for most able-bodied adults, but uncomfortable as a daily lift
• 25–30 kg — manageable as a one-off, but most people will want help for daily lifting
• Over 30 kg — daily lifting requires two people or a boot hoist

If you have back issues, arthritis, or shoulder problems, look at our ultra-lightweight range under 15 kg — the Phoenix Carbon Fibre is our lightest. We can also help you find a boot hoist installer if lifting is a real concern.

Yes — every chair comes with a quality standard fabric cushion and backrest included, and you can upgrade if you'd prefer a different finish:

• Leather cushion upgrade (+£90) — wipe-clean surface, firmer support for longer sitting periods. Available in Black, Blue, Coffee Brown, Tabac Brown, and Royal Purple.
• Linen cushion upgrade (+£90) — soft, breathable fabric, comfortable in warmer conditions. Available in Bordeaux Red, Sage, and Charcoal.

Some products are also available in different frame colours — these are shown on each product page when you configure your chair.

You can also add optional accessories at the time of order: headrests, bags, cup holders, phone mounts, footrest options, and more. For more bespoke configurations (specialist seating, postural supports, custom controls), please contact us before ordering — our team can help you specify exactly what you need.

VAT Relief is a UK government scheme that allows people who are chronically sick or disabled to buy certain mobility products at 0% VAT instead of the standard 20%. It is set out in HMRC Notice 701/7.

You qualify if you have a long-term illness or disability that significantly affects your daily life — including conditions like arthritis, MS, Parkinson's, mobility impairment, heart or lung conditions, or any condition the medical profession treats as chronic.

For full eligibility detail, see our VAT Relief guide.

No. HMRC does not require medical proof. The eligibility declaration is a self-certified document — your word is what is needed. We do not ask for medical evidence.

The declaration is a legal document under UK tax law. Making a knowingly false declaration is an offence under the VAT Act 1994, but if you genuinely qualify, no further evidence is required.

Complete our short VAT Relief Declaration form — it takes about 90 seconds. We review it on the next business day and tag your account as VAT-exempt. Once approved, qualifying products will automatically be zero-rated at checkout.

Your card is authorised but not actually charged until we prepare your order for despatch — so if your basket includes both qualifying and non-qualifying items, you only pay VAT on what is actually due.

VAT Relief applies to products designed solely for use by disabled persons. This includes:

• All our electric wheelchairs — folding, lightweight, heavy-duty, carbon fibre
• Manual wheelchairs
• Class 2 mobility scooters (4 mph, pavement-only)
• Specialist parts designed solely for these products (e.g. wheelchair joysticks, bespoke armrests)

VAT Relief does not apply to general-purpose accessories (e.g. cup holders, phone mounts) or Class 3 road-going scooters (8 mph). For full details, see our VAT Relief guide.

This is one of the most-asked questions, so let's answer it properly. HMRC Notice 701/7 is specific about which parts qualify:

• Proprietary parts designed solely for qualifying mobility equipment (e.g. a specialist joystick, a bespoke armrest) — can be zero-rated for eligible disabled customers.
• General-purpose parts (e.g. standard batteries, generic cup holders, universal phone mounts) — are charged at 20% VAT regardless of who buys them, because they are not designed solely for disability use.

An exception: if a general-purpose part is supplied as part of a repair service on a qualifying wheelchair owned by an eligible person, the entire repair (including the part) can be zero-rated. The relief applies to the repair as a whole.

If you are unsure whether a specific part qualifies, please contact us before ordering — we will check for you.

Yes. A relative, carer, or friend can order and pay for the product on behalf of an eligible chronically sick or disabled person. The declaration form must name the person who will use the product and describe their condition.

Most UK Mainland orders arrive within 4 to 8 working days. This breaks down as:

• 1–3 working days for order processing and pre-dispatch checks at our UK warehouse
• 3–5 working days for courier transit to a UK Mainland address

Northern Ireland, Scottish Highlands, Channel Islands, Isle of Man, and Republic of Ireland deliveries take a few days longer because of the additional sea or air leg. For full detail, see our Delivery Information page.

Yes — UK Mainland delivery is free on every retail order over £14.99. Because every wheelchair, scooter, and most mobility products are well above this figure, delivery on those items is always free for UK Mainland customers.

For Northern Ireland, Scottish Highlands and Islands, Channel Islands, Isle of Man, and Republic of Ireland addresses, a delivery charge applies. The exact figure is shown at checkout.

B2B and trade orders may have different shipping arrangements — please see Section 10 below for details.

Yes, but at additional cost — quoted at checkout for your specific postcode. For Channel Islands and Isle of Man, availability is checked case-by-case because specialist hazardous-goods couriers are required for lithium battery products.

If you are not sure your postcode is covered, please call us on 0330 520 0720 before ordering and we will check for you.

Yes. Republic of Ireland orders are fulfilled by our EU sister company, ComfyGO Management B.V. (Netherlands), part of the same group as ComfyGO Ltd (UK).

Your contract for an Irish order is with ComfyGO Management B.V., the product ships from our Dutch warehouse, and Irish VAT is included in the price you see at checkout — no surprise customs charges. Standard transit is typically 5–8 working days.

For all enquiries, use the same UK contact details — our team handles Irish orders and coordinates with our Dutch fulfilment team on your behalf.

Most products require some basic assembly when they arrive — typically attaching the seat, fitting the armrests, and inserting the battery. The product is shipped with clear instructions, all the tools you need, and our phone number for live help. Most customers find it straightforward and finish in 15 to 30 minutes.

If you would prefer not to assemble it yourself, you can ask a family member, friend, or carer to help, arrange a local mobility technician, or call our team — we will talk you through every step on the phone, free of charge.

Yes. You will receive a dispatch email as soon as your product leaves us, including the courier's name and a tracking number. Most couriers offer live tracking with a 1- or 2-hour estimated delivery window on the day.

The courier will leave a card or send a text or email with redelivery options. They will normally attempt delivery again the next working day, or invite you to choose a new date. You can also collect from a local depot if that is easier. Most couriers attempt delivery up to two or three times before returning the product to us.

If you know you will be away on a particular date, please contact the courier directly using the link in your dispatch email, or call us on 0330 520 0720 and we will sort it out.

Most assembly is straightforward and we provide live phone help. For more involved installation (e.g. fitting a boot hoist, adapting controls), we can recommend independent local engineers. Call our team on 0330 520 0720 and we will help you find the right person for the job in your area.

UK consumer law gives you 14 days to change your mind on an online purchase. We voluntarily extend that to 30 full days. You receive your wheelchair, use it at home, and if it isn't right within 30 days, we arrange a free hazardous-goods courier collection and refund what you paid.

There is no restocking fee, no inspection charge, and we don't ask why you are returning it. See our Returns Policy for full details.

The chair should be returned in the condition you received it, with all original packaging — outer carton, foam, manuals, and any accessories. Please keep the original packaging for at least 30 days for this reason.

Indoor testing is welcome. Light outdoor testing is fine too. If the chair shows obvious signs of heavy use (scratches, dirt, scuffs from outdoor riding), we may apply a diminished value deduction at evidenced cost — typically £30–£150 for cleaning and refurbishment, never a flat percentage. We never charge a "restocking fee."

For details on how the return shipping itself works (who organises the courier, who carries the risk in transit), see our Shipping Policy.

It depends on why you are returning:

• Faulty or damaged on arrival — we pay return shipping in full.
• Change of mind — return shipping is £35–£200 depending on the size and weight of the product, deducted from your refund. We arrange a hazardous-goods courier on your behalf so you don't have to organise it yourself.

You can also arrange your own courier if you prefer, but the product must reach us in good condition — the risk of loss in transit is yours until we receive it.

Refunds are processed within 5 working days of receiving and inspecting your returned product. Your bank may take a further 2–5 days to display the refund on your statement, depending on your card provider.

Yes — within 30 days, provided the part is unused and in original packaging. Some safety-critical parts (e.g. opened batteries) cannot be returned for hygiene and safety reasons. Check our Returns Policy for the full list of exclusions.

Just call us on 0330 520 0720. If your order hasn't yet left our warehouse, we can cancel it before dispatch and refund you in full — no questions, no fees.

Our commercial warranty covers manufacturing and material defects across frames, motors, batteries, electronics, and most non-consumable parts. Replacement parts and labour for in-warranty repairs are free of charge.

It does not cover normal wear-and-tear (tyres, brake pads, upholstery), accidental damage, misuse, or use outside the product's specifications.

This commercial warranty sits on top of your full statutory rights under the Consumer Rights Act 2015. See our full Warranty Policy for the complete picture.

Coverage varies by component:

• 3 years on every frame in our range — aluminium and carbon fibre
• 1 year on motors, batteries, and electronics
• 1 year on hard accessories and safety accessories
• 6 months on textile accessories (cushions, covers, capes)

Warranty starts from the date your product is delivered, not from the date you placed the order.

You don't post it yourself — most warranty issues can be resolved by sending you a replacement part to fit at home (we provide tools, instructions, and live phone help). For more involved repairs, we arrange a free hazardous-goods courier collection from your home and return delivery after the repair.

Just call our team on 0330 520 0720 or email info@comfygomobility.co.uk and we will diagnose the issue with you and arrange the right solution.

Most commonly-needed parts are held in stock at our UK service centre — chargers, joysticks, controllers, armrests, footplates, and batteries. For specialist parts that aren't held in UK stock, we may ship from our EU warehouse or directly from the manufacturer. We will always tell you up front where your part is coming from and a realistic timeframe.

We offer a friendly, transparent repair service for accidental damage, wear-and-tear, and out-of-warranty work. Just call us for a free, no-obligation quote — we will never start chargeable work without your written agreement first.

Even after the commercial warranty has expired, you may still have statutory rights under the Consumer Rights Act 2015 if a defect is genuinely inherent (e.g. a manufacturing fault that emerged later). For up to 6 years from delivery (5 in Scotland), you have a statutory right of redress for inherent manufacturing defects. We never turn customers away with "your warranty has run out" if statutory rights still apply.

No — registration is not required for your warranty to apply. Your order on our system is your warranty record. However, we strongly recommend registering your product so we can notify you of safety updates, firmware changes, helpful tips, and (with your consent) special offers from us.

You can register on our Product Registration page — it takes 2 minutes and is never a condition of warranty cover.

Range varies by model and battery configuration. Most of our electric wheelchairs offer between 10 and 25 miles on a full charge.

Real-world range depends on user weight, terrain, weather, and how much you stop and start. Check the specific product page for the rated range of any model you are considering.

Yes — but rules vary by airline. The wheelchair itself travels in the aircraft hold (powerchairs are not allowed in the cabin). The battery may need to come out and travel as carry-on, depending on the airline and battery capacity.

Check with your airline at least 48 hours before travel — most need advance notice for any mobility equipment, and watt-hour limits vary between carriers.

Most of our standard batteries are airline-approved with the right paperwork. Common configurations include:

• 7.5 Ah / 180 Wh — generally accepted by most airlines and cruise lines
• 12 Ah / 288 Wh — accepted by most airlines, but check carrier limits in advance

Always confirm with your specific airline before travelling. Watt-hour limits vary, and some airlines have caps below 300 Wh per battery.

Yes — most cruise lines welcome mobility products and have accessible cabins. The lithium battery does not normally need to be removed for cruise travel, but we recommend contacting the cruise line in advance to register your equipment and confirm any specific requirements.

Most of our batteries fully charge in 4 to 8 hours from empty. We do not recommend leaving the battery on charge overnight — modern lithium-ion batteries do not need to be charged for extended periods, and prolonged charging can shorten battery life.

For full charging guidance, see our Battery Care guide.

Powerchairs always travel in the aircraft hold, not the cabin. This is true regardless of size — even folding lightweight chairs are too large for cabin storage. The battery may travel as carry-on (in your hand luggage) depending on airline rules.

Most airlines allow you to use your wheelchair right up to the gate, where it is then collected for hold loading. You receive it back at the destination, often at the gate.

Lithium-ion batteries lose capacity gradually with each charge cycle — this is normal and not a fault. With good care (charging in a cool dry place, not leaving on charge overnight, not letting it sit completely flat), most users get many years of useful service from their battery before noticing reduced range.

If your battery shows noticeably reduced capacity within the first 12 months under normal use, contact us — this may indicate a manufacturing defect covered by warranty. See our Battery Care guide for detail.

Yes — we keep replacement batteries in stock for all the wheelchairs we sell. When you need one, contact us with your order number and we will ship the right battery. Replacement batteries are the same airline-approved spec as your original.

All our electric wheelchairs and Class 2 scooters are Class 2 invalid carriages under UK law — designed for pavement use only, with a maximum speed of 4 mph. They are not motor vehicles and do not require road tax, MOT, or insurance, although we strongly recommend taking out optional insurance.

Class 3 scooters (8 mph, road-going) require registration with the DVLA. We do not currently sell Class 3 scooters in the UK.

Yes — Class 2 wheelchairs and scooters are designed for pavement use. The 4 mph speed limit ensures safe shared use with pedestrians.

This varies by model. Most of our electric wheelchairs handle slopes up to 6–9° and kerbs of 2–4 cm with care. Heavier-duty models and dual-motor configurations handle steeper slopes and higher kerbs.

Each product page lists the specific slope angle and kerb height — look under "Size, Fit & Dimensions" and "Terrain & Stability". If you live in an area with steep hills or you regularly need to negotiate kerbs, please call us — we will recommend the best model for your terrain.

Most of our products are rated for occasional light rain — you can be caught in a shower without damage. They are not rated for heavy downpours, full immersion, jet washing, or sustained wet exposure.

Check the specific IP rating in your user manual for each product. After rain, dry the chair off with a clean cloth before storing.

This varies by model:

• Standard folding electric wheelchairs: 120–140 kg (19–22 stone)
• Carbon fibre folding chairs: 120–136 kg (19–21.5 stone) — including the Phoenix Carbon Fibre at 135 kg
• Heavy-duty / bariatric models: up to 200 kg (31.5 stone)

The figure includes the user plus any luggage, shopping, or accessories carried on the chair. Each product page lists the maximum user weight clearly.

Yes — through one of two setups, depending on the model:

• Most of our electric wheelchairs come with a detachable remote controller (joystick) for the user to hold. The remote connects to the main controller on the chair — without it connected, the chair will not operate, so it cannot simply be detached and handed to a carer.
• For attendant control, we can supply an additional caregiver controller (at extra cost) — a separate joystick mounted on the rear of the chair, allowing a carer to drive the chair from behind while the user is seated. This can be specified at the time of ordering or fitted later as an accessory.

If you'd like attendant control, or you're not sure which setup suits your situation, please call us on 0330 520 0720 — we'll help you choose.

Three ways:

• Browse our Genuine Spare Parts collection — parts are organised by model. Find your wheelchair model in the grid (each tile shows the chair's picture and a spare-parts icon), click through, and you will see all the parts available for that model.
• Call us on 0330 520 0720 with your order number or product serial number — we will identify the correct part for your specific model and configuration.
• Email info@comfygomobility.co.uk with a photograph of the part you need.

This service is free, with no obligation to buy. We would much rather you get the right part than the wrong one.

Probably yes, but please check before ordering. Mobility products evolve over time and connectors, joystick shapes, or motor specifications can change between production runs. The serial number on your chair tells us exactly which production batch it came from, so we can confirm compatibility before you order.

The serial number is usually on a sticker under the seat or on the frame. If you can't find it, call us — we can usually identify your model from a photo.

Yes. All our spare parts are genuine manufacturer parts, supplied through our authorised distribution chain. We do not sell unauthorised aftermarket or third-party copies. Using non-genuine parts can damage the battery management system, void warranty, and create safety risks.

Many parts can be fitted at home — chargers, joysticks, controllers, armrests, footplates, and slot-in batteries are designed for tool-free or simple-tool replacement. We provide clear instructions, the right tools (where needed), and live phone help.

For more involved fitting (motors, wiring, internal electronics), we strongly recommend professional fitting. Call us on 0330 520 0720 and we will tell you honestly whether your part is a DIY fit or needs an engineer.

Yes. For warranty work, fitting is free. For out-of-warranty work, we offer a friendly, transparent repair service with quotes given upfront — we never start chargeable work without your written agreement. We can also recommend independent local engineers in your area for complex installations.

One thing we don't offer: custom dimensional modifications. We do not change seat widths, frame sizes, or fundamental chair dimensions from the standard supplied. Each model is sold in its standard configurations — please check the seat width and dimensions on the product page before ordering, or call us if you're unsure which size will suit you. We might provide armrest extension if avalible.

We accept all major debit and credit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, and Shop Pay. All payments are processed through Shopify's secure payment system.

If you'd rather pay another way — for example, by bank transfer or by phone — please call us on 0330 520 0720 and we will arrange it.

Yes — we offer monthly payment options through Klarna and Shop Pay Installments where available, with no interest on shorter terms. Options are shown at checkout for eligible orders. Approval is subject to a quick credit check by the finance provider, and your statutory rights are unaffected.

Yes. We never see or store your card details. Payments are handled by Shopify's PCI-DSS Level 1 compliant payment system — the highest standard in the industry. The site is protected by SSL encryption (the padlock in your browser address bar).

If you paid by credit card and your order was over £100, you also have Section 75 protection under the Consumer Credit Act 1974 — your credit card provider is jointly liable with us for any breach of contract, automatically.

Yes — absolutely. Many of our customers prefer to order by phone, and we are happy to help. Call us on 0330 520 0720 Monday to Friday, 9am–5pm. We will take you through the product, confirm the configuration, take payment securely, and email you a confirmation.

For VAT relief, we can complete the declaration with you over the phone too — no need to use the website form.

No — guest checkout is available. However, creating an account makes future orders easier, lets you track current orders, and lets you save your VAT-exempt status (if applicable) so you don't need to declare again. It takes 30 seconds at checkout.

Yes. We work with independent mobility shops and medical retailers across the UK under separate B2B terms with volume pricing and dedicated support. We can also discuss B2B arrangements with care homes, NHS bodies, local authorities, and charities on a case-by-case basis — please get in touch to discuss your needs.

If you are an independent mobility retailer interested in becoming a ComfyGO reseller, please complete our reseller application form.

Note: B2B orders are not subject to consumer protection statutes (e.g. Consumer Rights Act 2015) and have different warranty, returns, and shipping terms from our consumer offering.

Please contact our trade team on 0330 520 0720 or info@comfygomobility.co.uk for current B2B terms, volume pricing, and reseller arrangements.

Yes. We work with occupational therapists, mobility advisors, and case managers. We can provide product specification sheets, dimensions, weights, and configuration options for assessment purposes — and we offer trade pricing on bulk orders.

If you are an OT or assessor and would like to discuss specific cases or build a working relationship with our team, please get in touch.