Refund policy
Returns, Cancellation and Refunds Policy
Evolution One Ltd
Last updated: 20 September 2026
1. About this policy
This policy explains your rights if you want to cancel an order, return a Product, or if something is wrong with a Product you have bought from Evolution One Ltd ("we", "us", "our"). It forms part of our Terms and Conditions of Sale.
This policy applies to consumers, meaning individuals buying wholly or mainly for purposes outside their trade, business, craft or profession. Business customers should refer to our Business Terms of Sale.
Nothing in this policy affects your statutory rights. For information about your rights, contact Citizens Advice on 0808 223 1133 or visit www.citizensadvice.org.uk.
In summary:
- Within 14 days — your legal right to cancel. We arrange and pay for the return.
- Days 15 to 30 — our voluntary guarantee. You pay the return carriage, and we deduct a 5% handling fee.
- Faulty products — your statutory rights. We pay the return cost, with no deduction.
2. Your right to cancel (change of mind)
2.1 When you have the right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your contract within 14 days, without giving any reason, if you bought from us online, by telephone, by email or by other distance means, or away from our business premises, for example during a home visit or demonstration at your home.
The cancellation period ends 14 days after the day on which you, or someone you nominate other than the carrier, receive the Product. If your order is delivered in several parts on different days, the period ends 14 days after you receive the last item.
2.2 Purchases made at our premises
If you bought the Product in person at our showroom, the statutory right to cancel does not apply. You may still be able to use our 30-Day Controlled-Use Return (see section 7). This does not affect your rights if the Product is faulty or not as described (see section 8).
2.3 How to cancel
To cancel, you must tell us clearly of your decision before the cancellation period ends. You can do this by emailing info@evolutionone.co.uk, telephoning 07376 969903, or writing to us at Evolution One Ltd, Depleach Hall, Wilmslow Road, Cheadle, England, SK8 1DR.
Please include your name, address, order number or other proof of purchase, the date you received the Product, and a brief description of its condition and use. We will acknowledge your cancellation by email. The date and time we receive your email, call or letter will be treated as the date of your cancellation.
2.4 Return Authorisation (RMA)
When we acknowledge your cancellation, we will send you a Return Merchandise Authorisation ("RMA") number and return instructions. Quoting the RMA number helps us process your refund quickly. Using our RMA process makes returns faster and easier to track, but it does not affect your right to cancel.
3. Products that cannot be cancelled
The right to cancel does not apply to custom-made or personalised Products, such as bespoke seating, custom-built frames or modifications made at your request. We will tell you before you order if a Product falls into this category. It also does not apply to sealed items that are not suitable for return for health protection or hygiene reasons, once they have been unsealed after delivery.
Standard Products supplied in a colour or option selected from our normal range are not custom-made, and the right to cancel still applies to them.
4. Returning a Product after cancelling
4.1 Time limit
You must return the Product, or make it available for collection, no later than 14 days after the day you told us you were cancelling.
4.2 Cost of return — we pay
We arrange and pay for the return of Products cancelled within the 14-day cancellation period.
- For powered mobility chairs, we will arrange collection from your address at no cost to you.
- For accessories, spare parts and smaller items, we will either arrange collection or provide a prepaid return label at no cost to you.
Please do not arrange your own return before speaking to us. If you return a Product by your own means without agreeing it with us first, we will refund the cost of the least expensive return method we would have used.
4.3 Condition of returned Products
Please return the Product with all parts, accessories, chargers, keys, manuals and paperwork, and in its original packaging where possible. Please pack it securely; you are responsible for the Product until we or our carrier receive it. Please remove any personal items and charge the battery to a safe level for transport where applicable.
We recommend that you keep the original packaging for at least 30 days after delivery. Missing packaging, parts or accessories will not prevent you from cancelling, but it may reduce your refund (see section 6).
4.4 Inspection
We will inspect all returned Products, checking their condition, recorded usage such as mileage and powered-on hours where the Product records them, any fault codes, functionality and whether all accessories are present. Inspection will not delay your refund beyond the time limits in section 5.
If the item returned does not match the Product we supplied under your order, we will contact you and will not issue a refund until the correct Product is returned.
5. Refunds after cancellation
5.1 What we will refund
We will refund all payments received from you for the Product, including the cost of delivery, except any additional cost resulting from your choice of a delivery method other than the least expensive standard delivery we offer.
5.2 When we will refund you
We will make the refund without undue delay and no later than 14 days after the earlier of the day we receive the Product back, or the day you provide evidence that you have sent the Product back. Because we arrange collection, in practice this will normally be 14 days from the day you told us you were cancelling.
5.3 How we will refund you
We will refund you using the same payment method you used, unless you expressly agree otherwise. You will not be charged any fees as a result of the refund.
5.4 VAT relief and finance
If you bought the Product with VAT relief, we will refund the amount you actually paid. If you paid using a finance or credit agreement arranged through us, cancelling this contract will also cancel the linked credit agreement. We will notify the finance provider, and any refund will be handled in line with that agreement.
6. Handling the Product and deductions
During the cancellation period, you may handle and inspect the Product only as you would be able to in a shop, in order to establish its nature, characteristics and functioning. For powered mobility Products, we consider this to mean unpacking the Product, adjusting the seat and controls, and a short trial on a clean, dry, indoor or smooth surface.
A Product returned unused and as new will receive a full refund, subject to section 5.1. This means minimal recorded mileage and powered-on time, no fault or error records caused by use, no signs of wear, and all packaging, accessories and manuals present.
We may reduce your refund to reflect any reduction in the value of the Product caused by handling beyond this. Examples include recorded mileage or powered-on hours beyond a short trial, outdoor use or extended journeys; fault or error records caused by misuse; scuffs, scratches, dirt, tyre wear or damage to upholstery; missing parts, accessories or paperwork; or modifications and adjustments that cannot be reversed.
Any deduction will reflect the actual loss in value and may, in some cases, be up to the full price of the Product. We will explain any deduction to you in writing, with photographs where possible.
7. 30-Day Controlled-Use Return (our additional guarantee)
In addition to your legal rights, we offer a 30-Day Controlled-Use Return on eligible Products, including Products bought at our showroom. This is a voluntary guarantee. It does not replace or reduce your right to cancel under section 2 or your rights under section 8.
7.1 When it applies
This guarantee is intended for customers whose 14-day cancellation period has ended, or who bought at our premises. If you are still within your 14-day cancellation period, sections 2 to 6 apply instead, and those terms are better for you, because we pay the return carriage and there is no handling fee.
7.2 Conditions
You may request a return within 30 days of delivery if all of the following apply:
- total recorded mileage does not exceed 6 miles and total powered-on time does not exceed 20 hours, for Products that record usage;
- there is no structural damage, deformation or water ingress;
- there have been no unauthorised modifications, disassembly or repairs;
- driving, braking and safety systems work normally;
- there are no significant scratches, stains or wear; and
- the original packaging, accessories, chargers, keys and manuals are complete.
7.3 How it works
Contact us within 30 days of delivery with your order number, the Product's condition, and your reason for returning it. The time we receive your request counts as the request date. We will review your request and, if eligible, issue an RMA number. Returns under this guarantee must have an RMA, and we may refuse returns sent without one.
You are responsible for the return carriage under this guarantee. You may arrange it yourself using a suitable carrier, or ask us to collect. If we collect, we will confirm the fee in advance, and it will not exceed:
- Powered mobility chairs — £150
- Lithium batteries — £75
- Accessories, spare parts and smaller items — £15
These figures apply to mainland Great Britain. Returns from the Scottish Highlands and Islands, the Isle of Man, the Channel Islands and Northern Ireland will be quoted separately before collection.
We will inspect the Product on arrival. If it meets the conditions in section 7.2, we will refund the price paid, less a handling and depreciation fee of 5%. We will confirm the fee in writing. We will make the refund within 14 days of the Product passing inspection.
If the Product does not meet the conditions in section 7.2, we will tell you why. We will then return it to you at your cost, unless we agree an alternative, such as an exchange.
7.4 Other options
If your Product does not qualify, please still contact us. At our discretion, we may be able to offer an adjustment or set-up visit, or an exchange for a different Product, where you pay or receive any price difference.
8. Faulty, damaged, misdescribed or unsuitable Products
Your statutory rights under the Consumer Rights Act 2015 apply in addition to your right to cancel and are not limited to 14 days. Under that Act, Products must be of satisfactory quality, fit for purpose and as described. This includes being fit for any particular purpose you told us about before buying, for example your weight, height, the terrain you will use it on, or the need to transport it in a vehicle, where you relied on our advice.
8.1 Reporting a problem
If your Product is faulty, damaged on arrival, missing parts, not as described, or has an immediate functional issue, please tell us in writing as soon as possible.
For delivery damage, missing parts or Dead on Arrival issues, please tell us preferably within 48 hours of delivery, with photographs or video where possible. Reporting later will not remove your statutory rights, but it may affect our ability to verify transit damage, missing items or a claim with the courier or manufacturer.
Where delivery is made by a courier, please note any visible packaging damage on the delivery receipt, or refuse delivery if the damage is severe. Please keep the original packaging where possible until we confirm next steps.
8.2 Your remedies
- Within 30 days of delivery: you can reject the Product and receive a full refund.
- Within 6 months of delivery: if a fault appears, we will repair or replace the Product. The fault is presumed to have been present at delivery unless we can show otherwise. If a repair or replacement is not possible, or is unsuccessful, you may be entitled to a full refund or a price reduction.
- After 6 months: you still have rights, generally for up to 6 years from delivery in England and Wales, but you may need to show that the fault was present at the time of delivery.
8.3 Returning faulty Products
Where a Product is faulty, damaged or not as described, we will pay the reasonable cost of returning or collecting it, and we will refund the full delivery charge you paid. We will arrange collection or inspection with you directly.
8.4 What is not a fault
The following are not normally faults: fair wear and tear, including tyres, brake pads and upholstery; damage caused by accident, misuse, neglect or failure to follow the user manual; unauthorised repairs or modifications; and normal reduction in battery capacity over time. This does not limit your statutory rights.
9. Contact us
Evolution One Ltd, Depleach Hall, Wilmslow Road, Cheadle, England, SK8 1DR.
Company number 17103954. VAT number GB518016806.
Email: info@evolutionone.co.uk
Telephone: 07376 969903
If you are not satisfied with how we handle your return, please contact us so we can try to resolve it. You may also contact Citizens Advice for independent advice.