Ranger Return & Cancellation Policy

HeCare Ranger Return & Cancellation Policy

Thank you for choosing HeCare. We’re confident you’ll love your purchase — but if you change your mind, we’ve made our return process clear and straightforward.

📦 Order Cancellation

If you wish to cancel your order before dispatch, please contact us in writing through:

  • Our contact form
  • Or email: Info@hecare.co.uk

Please note: While we can help answer queries via chat or phone, we require written confirmation via email to process cancellations — this protects both you and us.

🔔 Important: If your order has already been shipped, we cannot refund any additional costs beyond our standard delivery fee (e.g., express shipping upgrades).

🔄 14-Day Return Policy (Step-by-Step)

You have 14 calendar days from the date of delivery to request a return. After this period, we cannot accept returns.

🚫 Returns Will Not Be Accepted If:

  • The scooter is used beyond test allowance (max 2 miles / 3.22 km on odometer)
  • The scooter is damaged, incomplete, or missing documents/keys
  • The scooter has been registered with the DVLA
  • The resale value is significantly affected

📝 Return Process

  1. Contact Us: Email us within 14 days of receiving your scooter.
  2. Send Photos: You'll need to provide clear photos of:
    • All four sides of the scooter
    • Odometer reading
    • Any visible defects or damage
    • Included items (charger, keys, documents)
  3. Eligibility Review: Our team will assess the photos and confirm if the scooter is eligible for return.

🚚 Return Options

If approved, you can return your scooter in one of two ways:

Option 1: HeCare Collection (Recommended)

  • We’ll arrange for our driver to collect the scooter within 5–12 working days
  • Cost: £50–£350 (based on location, quoted in advance)
  • Once collected and approved, refunds are processed within 48 hours
  • Advantage: If the scooter is damaged in transit, you're not liable — we’ve already verified its condition

Option 2: Return It Yourself

  • You can send the scooter to our UK warehouse at your own cost
  • Risk: You are fully responsible for the scooter’s condition upon arrival
  • Once received and approved, refunds are processed within 48 hours

⚠️ If the scooter arrives damaged or in a different condition than shown in your photos, we may refuse the return.

📋 What Must Be Included

Returns must include:

  • The scooter
  • Charger
  • Both sets of keys
  • All original documents (e.g., delivery note, manual)

⚠️ Used or opened accessories are non-refundable.

🛠️ Repairs or Deductions

If any repairs or parts replacements are required, we reserve the right to deduct reasonable costs from your refund.

💬 Still Have Questions?

We’re here to help. If anything is unclear, feel free to contact us directly — our team will be happy to guide you through.