Customer Help
Veleco team is always here to support you.
Common product usage queries answered
Product Usage
Class-3 mobility scooters are pavement and road legal. Class-2 vehicles are restricted to pavement.
Yes, you can use the scooter in the rain. Although, it is recommended to avoid any heavy downpour and snow.
In the case of buses and trains, it depends on accessibility provided. In case of planes, it depends on terms stated by airlines. Normally that is possible, however if you have a lithium-ion battery, you might need to take it out to avoid short-circuiting. For details, contact airlines directly.
Certificate of Conformity that comes with the vehicle, on the plate under the right side of the vehicle and the place hidden at the bottom of the steering wheel, near the footrest.
We provide manuals to all of our customers with our product only. If you have lost your manual, we can send a replacement, but we will need to verify you as our customer by either your postal number or order number within our system.
Electric scooters should be charged from 8 to 10 hours if they are from near depleted state. To ensure the longevity of the battery, try to avoid depleting the charge to zero. If a scooter gets charged from near depleted to 100% in less than 7 hours, it might mean the battery has lost its voltage.
All of our scooters use the right hand to drive. On some models, it is possible to change the side of the handlebar position. If you are interested in such a swap – please contact us.
Mobility scooters that fall under the category of mobility aids and have 3 or 4 wheels have two speed modes: 1st to 4 mph (6 km/h) 2nd to 8 mph (12 km/h). According to law regarding maximum speed allowed on road, the speed of the mobility scooter that is delivered to the United Kingdom must be restricted to 8 mph, while in the European Union it can reach maximum of 12 km/h.
Easy access to removable batteries which can be charged inside your home is possible only in the models that come with lithium-ion batteries. Otherwise, removal of battery on your own is not advised as it might void the warranty, unless performed by a person authorized to service vehicles.
In the United Kingdom the licence isn’t required in case of mobility scooters. However, in case of mopeds, a Compulsory Basic Training (CBT) and provisional licence are required.
There is no upper age limit on using electric mobility scooters. The lower age limit is at least 14 years old.
Mobility scooter should be stored in dry place, either garage or shed. It should never be stored outside or in humid place for extended period of time, because this would affect electrical components.
Of all our products, only ZT16 electric mobility scooter can be folded to some extent.
This is related to the angle of the hill. For example a 10 percent slope means that, for every 100 feet (30.48 m) of horizontal distance, the altitude changes by 10 feet (3.048).
Common ordering & payments queries answered
Ordering & Payments
No. Our scooters are fully assembled and ‘Ready To Drive’ when delivered to you.
You can find a free brochure in our download section.
We usually display this information on the product page, but if the information isn’t visible, please try to contact us for details.
Spare parts can be purchased on our Spare parts page.
We do not do additional modifications for products in our store, however any nearby service shop will be able to make them for you. Be advised that a heavily modified product changes its original form, and it might make it impossible to return to us, should you wish to do so.
Our drivers will provide you with professional delivery service and technical introduction at the time of delivery. They are able to explain how to use a vehicle, though they might not be able to speak a language other than English.
Don’t worry we are here to help you, contact us by phone (00 44) 1234 816 404, email sales@veleco.pl or chat, and we will do our best to make sure you’ll be able to place an order with us.
Mobility scooters, spare parts and accessories that fall under the category of mobility aid are sold without VAT. However, all mopeds and their spare parts, as well as all accessories like phone holders have VAT included in the price.
Yes, for more information you can visit our VAT Relief page.
We accept PayPal, credit/debit card or bank transfer. We also offer cash on delivery and payment in installments thanks to Klarna.
Yes you can. During checkout you have to select monthly payments with Klarna.
Unfortunately at this time we do not honor PIP or DLA payments.
We do not do part exchange, as we distribute only one brand of new scooters.
Common delivery & order tracking queries answered
Delivery & Order Tracking
Once you have placed your order, we will deliver your item within 5-9 working days in the United Kingdom, up to 12 working business days in Scotland, around 20 working days within any other European country and up to 60 days to the rest of the world.
Our delivery is already included in the price of the scooter for all mainland European countries (except Scotland). In case of spare parts, across the United Kingdom the delivery is free, while in case of other countries, additional cost will be added during checkout automatically in our shop depending on their destination. For more details visit our shipping policy.
Estimated delivery date will show up in tracking. For the exact date, our driver will contact you prior to delivery, just to confirm the expected day and time of arrival.
For the security of our customers and to finalize the purchase, passport or Identity Card must be shown upon the delivery. We want to make sure you are authorized to collect the scooter.
Yes. Our driver will ask you to sign all delivery documentation, i.e.: scooter inspection, defects report, delivery note and invoice.
If you have ordered a scooter from us, you will be provided a tracking link via email. This tracking will be updated every time anything regarding the order changes. If you haven’t received a tracking link, Please email us: sales@veleco.pl
We use our own fleet. To faraway countries, we might use a third party delivery company.
Common service & warranty queries answered
Service & Warranty
All of our scooters are under warranty. In case of any problems, contact us via email sales@veleco.pl, and we will try to solve the issue. Be advised that we might request a photo or short video clip which shows the issue to avoid blindly sending the engineer to you and charge you for work that in no way was eligible for warranty.
We issue 12 months of warranty on all of our scooters with 6 months warranty for battery as courtesy. Be advised that to keep the warranty valid, you need to have periodic inspections performed as it falls under proper usage of the product. You may also extend your warranty by purchase Extended 3-Year Warranty.
You don’t, as all of our warranties are issued only to the person that we have sold the scooter to. Unfortunately the only kind of warranty you can get is from the seller, which in case of second-hand goods wouldn’t be us.
Our procedures are that all customers should first contact us via email sales@veleco.pl with description of the issue and photos / video if needed. The more information we are provided, the easier it will be for our engineers to provide a solution. Based on this, we can verify what the issue might be and determine the scale of damage to the vehicle.
Unfortunately for booking service repairs, we accept email contact only as it can be forwarded to the engineering department that can assist. Customers contacting regarding service via chat or phone will be kindly asked to write an email as our customer support lacks proper technical training.
By performing an email brief with our engineers, we can send our service and its cost is either covered by warranty or by client if it falls outside its scope. To make sure the issue falls under warranty, please visit our warranty page.
Unfortunately we are not able to provide full cost here, because all cases are considered individually. A customer who wished for outside of warranty service callout has to pay for:
- Engineer driving to them: £150
- Each 1 hour of engineer work: £30
- Cost of spare parts required
Common returns queries answered
Returns
For details review our return policy.
The return must happen 14 days from the day of delivery.
Similar to returning any product purchased anywhere, the customer is always responsible for returning it to store. However, we do offer paid collection service, in which case we dispatch a driver to you to pick up the product. The cost of collection is 250GBP. The upside of this service is that once the vehicle is on our truck, you are no longer responsible for the state it arrives in to our store.
Yes, however, we might deduce the cost of repairs from the refund amount.
We review each case individually as we are only human. Depending on circumstances, a courtesy exception can be made.
Common promotions & charity queries answered
Promotions & Charity
Depends on the amount, but we want our customers to be happy with our product, so don’t hesitate to ask while ordering.
During the checkout process, when filling the billing information, under the basket to the left, there is an area to type in a promo code.
We can always extend the date to make your expired promo code valid, so don’t be shy and ask us about it.
Honestly we would love to give that big of a discount, but we are sellers and have to make a profit to keep the store up.
Unfortunately for booking service repairs, we accept email contact only as it can be forwarded to the engineering department that can assist. Customers contacting regarding service via chat or phone will be kindly asked to write an email as our customer support lacks proper technical training.
By performing an email brief with our engineers, we can send our service and its cost is either covered by warranty or by client if it falls outside its scope. To make sure the issue falls under warranty, please visit our warranty page.
We would love to do them, but they are not so easy to organize. Follow us on social channels though as something might show up.
We can help out to some extent. If you would like a mobility scooter from us but don’t have funds, we can always make a GoFundMe campaign for you. Since we have big social media reach, it is possible for us to make big updates on our channel and help you gather the funds for your desired mobility aid. Visit our Facebook page or Instagram account.
Common Klarna queries answered
Klarna Pay in 3
Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 90 million consumers worldwide have trusted Klarna to securely handle their payments.
Pay later in 3 interest-free if you pay on time instalments is a form of credit which allows you to spread the cost of your purchase over 3 equal payments.The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Velobike and instalments 2 and 3 are scheduled 30 and 60 days later, respectively. You can always monitor your payments’ schedule in the Klarna app.
To use Pay later in 3 interest-free if you pay on time instalments you must be at least 18. Whilst this option is widely promoted, Pay later in 3 interest-free instalments is subject to your financial circumstances. When choosing Pay later in 3 interest-free if you pay on time instalments, our assessment will not affect your credit rating.
Klarna is unique and offers Pay later in 3 interest-free if you pay on time instalments based on a number of factors such as the order value, previous order history and item availability. If you are 18 or over, you can improve your chances of being offered Pay later in 3 interest-free if you pay on time instalments by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay later in 3 interest-free if you pay on time instalments before does not mean it will be offered for every order. In turn, if your application for Pay later in 3 interest-free if you pay on time instalments is denied, it does not mean it will be denied for future orders.
If you want to make a purchase with Klarna using Pay later in 3 interest-free if you pay on time instalments, you’ll need to provide your mobile phone number, email address, current billing address and a debit or card card. The mobile number is required in case we need to reach you.All communications will be sent to your email address. It’s very important that you give us the correct details, as otherwise you will not receive your payment schedule and any updated order information.
Klarna may run so-called unrecorded enquiries (or soft credit searches) that do not affect credit scoring and are only visible to you and Klarna, but not visible to other lenders. Neither Klarna nor Velobike run credit searches against you that could impact your credit rating.
Although Pay later in 3 interest-free if you pay on time instalments is widely promoted it is not always universally available. The Pay later in 3 interest-free if you pay on time instalments payment option is automatically generated by algorithms that are dependent upon a number of factors including address details, cardholder details, amount of order, the online store, previous order history and item availability.
Payment for your Pay later in 3 interest-free if you pay on time instalments will automatically be collected from the debit or credit card you entered at checkout. The first payment is taken when the order is confirmed. The second and third instalments are collected 30 and 60 days,respectively, after the first instalment. You can always monitor your payments’ schedule in the Klarna app.
As soon as Velobike have accepted your cancellation/return, Klarna will cancel any future scheduled payments as well as refund any amounts due. The return will be reflected in the Klarna app immediately.
Klarna will automatically attempt to collect your payment for your Pay later in 3 interest-free if you pay on time instalments purchase at Velobike from the debit or credit card you entered at checkout. If we are unable to collect your payment on the scheduled due date Klarna will make one further attempt to automatically collect payment two days later. Should this last payment attempt fail, Klarna will issue you a statement for the full outstanding order amount which will become payable 15 days later. Klarna shall notify you when a payment is due two days in advance of attempting to collect your payment and you can always monitor the due date in Klarna app at your convenience.
You will not be charged fees or interest for late and/or missed repayment(s). Your credit score will not be impacted by using Klarna’s‘Pay later in 3 instalments’ product even if you have failed to pay on time. If you fail to make a payment you will be in default, and maybe unable to use Klarna in the future. We may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. If you do not pay for your purchase, Klarna may engage with an external debt collection agency to collect on our behalf. Debt collection agencies are used as a last resort.
You can view all of your Klarna purchases and payment schedule in the Klarna app or by logging onto Klarna.com/uk.
Payment information is processed securely by Klarna. No card details are transferred to or held by Velobike. All transactions take place via connections secured with the latest industry standard security protocols.
Yes. Just go to the Klarna app or log onto Klarna.com/uk and pay off early.
Klarna will notify you via email and push notification from the Klarna app when a payment is due and when this has successfully been collected, or in the unlikely event of your payment failing. If a payment has been collected but you have not received payment confirmation, you can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk .
Once Veleco has received the return (partial or full) and you have received their confirmation of this, an updated statement with an adjusted payment schedule will be sent to you by Klarna if you’ve made a partial return. With a full return, we shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarnaapp.
In the event that your goods have not been received please call Velobike to check on your order and delivery status. You can also contact Klarna’s Customer Service so that we can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.
As soon as the store has registered your cancellation or your return, the refund will be processed within 5 business days.
Refunds shall be issued back to the debit or credit card which was originally entered at checkout.
You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.
Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.
Common financing queries answered
Mobility Scooter on Finance - Klarna Financing
We have partnered with Klarna to offer interest-free if you pay on time credit as an option when purchasing with us.
With the Klarna Financing payment plan, you can spread your payments over [3 or 12] months.
Purchasing with Klarna Financing is simple. Add the product you wish to purchase to your basket and proceed to the checkout as normal. Then select the “Pay Over Time” payment method. This will start your application with Klarna Financing. You will then be asked to provide some basic information, followed by details required to check your eligibility. If you’re approved, your payment plan will be created and your order will be automatically placed with us. It’s a short application and you won’t have to leave our website.
You will need to provide your name, billing address, email address and phone number, as well as some basic employment and bank details.
In some cases, Klarna may offer finance contingent on the applicant paying a portion of the balance up front. If this is the case, you will be prompted to make a deposit during the application flow.
Our interest-free if you pay on time offer means that you won’t have to pay interest if you pay on time. The monthly instalments will be collected automatically from your bank account via Direct Debit. Please ensure you have enough funds in your account to cover the repayment on your due date.
To be eligible for Klarna credit products you must be at least 18 years old and a UK resident. Your application approval is subject to Klarna’s review of your financial circumstances and a full credit search.
When you apply for Financing with Klarna, Klarna will make a full credit search with credit reference agencies who supply Klarna with credit information. The agencies will record details of the search, which can be seen on your credit file, whether or not credit is granted. This record will also be visible to third parties and may affect other organisations’ future decisions on whether or not to provide you with credit. For any questions relating to the credit check process, contact Klarna’s customer support team.
Your monthly payment must reach Klarna by the payment due date.
Klarna will also report information to credit reference agencies about the payments you make, and about any payments that you fail to make on time. Late or missing repayments may have serious consequences for you and cause you serious money problems. Your credit rating may be affected which will make it more difficult or more expensive for you to obtain credit in the future. If at any time you miss consecutive payments, Klarna may serve you a default notice requiring you to repay what you owe. If you fail to do so, Klarna may terminate the Agreement and assign or sell the debt to a debt collection agency who will become responsible for recovering the debt themselves.
If you are having trouble making repayments, please get in touch with Klarna customer service via the support section of the Klarna app or via Klarna’s customer support page.
If you have selected the Klarna Financing option to pay for your purchase, Klarna will send you an email confirming your purchase details. The email will contain a link to Klarna’s online portal or to download the app, where you can manage your purchases with Klarna. It is essential that you provide accurate information during checkout to ensure that you can receive Klarna’s communications.
During the Klarna Financing application you will be asked to set up a Direct Debit Mandate from your bank account. Klarna will draw your monthly instalments from your bank account automatically via this Direct Debit Mandate so you don’t need to do anything.
As soon as the store has registered your cancellation or your return, we will credit the balance back to you or process a refund within the next 5 business days.
Please contact our support team at sales@veleco.pl to process your return. Once your return has been processed your Klarna Financing plan will be adjusted.
Please visit Klarna’s customer service page for a full set of FAQs. Alternatively, you can contact Klarna via live chat from their website, by downloading the Klarna app or over the phone at 0808 189 3333.
Yes. You can choose the best financing option for you – 3 or 12 payments. At the same time, bear in mind that the availability of payment option may differ depending on the merchant and purchase amount.
The availability of payment option may differ depending on the merchant and purchase amount. If you don’t see ‘pay over time’ option, you are not allowed to use it due to algorithms that are dependent upon a number of factors including cardholder details, amount of order or previous order history.
12 payments is a form of credit which allows you to spread the cost of your purchase over 12 equal payments. The payment for each instalment will automatically be collected from the debit or credit card you entered at checkout. Your first instalment will be collected when your order is confirmed by Velobike. You will then be left with 11 instalments. Each will be collected 30 days after the previous payment. You can always monitor your payments’ schedule in the Klarna app.
To learn all the steps in the Klarna financing process, visit our finance website.