Your HeCare warranty protects the key components that matter most:

• Main frame structure
• Electrical & mechanical components
• Control system & controller
• Motor & gearbox
• Charger & connectors
• Battery (covered for 6 months as a consumable item)

To keep things transparent, the following are not included:

• Normal wear and tear (e.g. panels, finishes, fading)
• Consumable parts (tyres, upholstery, seat covers, lubricants)
• Damage caused by misuse, accidents, or neglect
• Poor maintenance or improper storage
• Unauthorised modifications
• Environmental damage (chemicals, weather, debris, etc.)
• Natural disasters (floods, fires, etc.)

If something goes wrong, we make it quick and easy to put things right.

Step 1: Contact Us

Get in touch with our friendly support team:

• Phone: +44 01274 299166
• WhatsApp: +44 01274 299166
• Email: info@hecare.co.uk

Please provide:

• Your name and contact details
• Order number or invoice
• A clear description of the issue
• Photos or videos showing the fault

Step 2: Fast Assessment

Our team will review your case within 2 working days and confirm whether it’s covered under warranty.

Step 3: Repair or Replacement

For Powered Wheelchairs & Class 2 Scooters:

• Returned to our service centre for repair or replacement
• We’ll arrange courier collection
• If covered, repairs or replacements are completely free

For Class 3 Scooters:

• Our technicians may fix minor issues at your home
• If needed, we’ll transport the scooter for further repair

Tip: Keeping your original packaging helps speed up returns. 

If a fault is not covered, we’ll provide a clear inspection report and discuss your options—no surprises.

Step 4: Back to You—Fast

We’ll keep you informed every step of the way and return your repaired or replaced product as quickly as possible.

Fast response times

• Clear, honest communication
• Expert repairs and support
• No hidden costs on valid claims

Shop with confidence—HeCare has you covered.