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Customer Services

Frequently Asked Questions

Frequently Asked Questions
How do I register my product for my warranty to become valid?
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You simply need to call us and provide your order number, postcode and serial number - this will validate the warranty. Your warranty starts from the date you receive the product.

What does my warranty cover?
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Your warranty covers you for all manufacturing issues that occur to the product. Please be advised that accidental damage is not covered under the warranty.

How long does the warranty last?
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Each of our products come with a 12 month manufacturing warranty. Some products do come with an extended warranty, this will be stated in the back of your user manual.

Can I extend my warranty?
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Yes you can. If you decide that you want to purchase extended cover for your item whilst still within the first 12 months warranty you can extend your cover up to 4 years. If you are outside the first 12 month warranty you can only extend it by 1 additional year. If you contact our Sales Team they can explain the options to you.

What entitles me to be VAT exempt?
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So long as you have a long term medical condition (that doesn't consist of broken bones) this will entitle you to VAT exemption - for example arthritis, dementia, stroke etc.

What happens if my product arrives damaged?
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You need to call us on the day of the delivery taking place to log the damages - please be advised that photos will be required.

I have a problem with my product, what do I need to do?
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You need to contact our Customer Service Team who will ask you a series of troubleshooting questions and will work with you to resolve the issue as quickly as possible.

Do you sell spare parts?
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We do sell spare parts, although we do not hold them in stock. We would order these in from the manufacturers for you.

Do you offer servicing on the products?
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We don't have our own servicing department but we do have a partnership company that we highly recommend. If you call our Customer Service Team we can provide you with their details. Alternatively you can contact our Sales Team and they can tell you about our service plans we have available.

How long should I charge my scooter/powerchair for?
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We do recommend that you charge your product on a regular basis for a minimum of 12 hours. If you are a frequent user we recommend charging the product after every use for 12 hours minimum (for example, everyday use). If you use the product irregularly we would recommend that you charge the product at least once a week for 12hours.

Can my scooter be used in the rain?
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Yes you can use your scooter in the rain. If it is snowing or icy, stay at home! Remember that ice, snow and slippery surfaces such as manhole covers, wet grass and drains could affect braking and steering. Use caution at all times. However, we do advise you to be fully equipped with a waterproof accessory pack to avoid water getting into the electrical components, so why not purchase our accessory pack at just 69.99. We do advise you to attempt to avoid heavy downpours as this can put the scooter at risk of water damage; if you do get caught in the rain we would highly recommend you dry the scooter thoroughly when arriving home.

Do you have a membership I can sign up to?
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Yes we do. If you call our Sales Team they will explain the benefits of being a CareCo Membership holder for just a small fee of 20.00 per year!

What payment methods do you accept?
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We accept online payments in a secure environment using Secure Socket Layering technology (SSL) by credit card, or debit card. This means that on any page where you enter your personal information such as credit card details, the information sent to us is encrypted to safeguard your details. Encryption prevents other internet users from accessing this information.

You can pay at CareCo with the following cards:

  • Delta
  • Maestro
  • Mastercard
  • Solo
  • Visa
  • Visa Electron

Payments made by credit card will incur a 2% credit card surcharge (this is non-refundable).

We also accept PayPal

If you have any questions about what methods of payment we take please contact for more information.

Careco UK Limited , Hubert Road, Brentwood, Essex, CM14 4JE, is an appointed representative of Mark Bates
Ltd t/a Premier Care, Premier House, Londonthorpe Road, Grantham, Lincs, NG31 9SN who are authorised
and regulated by the Financial Conduct Authority. Number: 308390.
Verified By Visa Mastercard Paypal Secure Global Sign Advanced Mail Order
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