Warranty and repairs.

The short version

Mobility products are made by specialist manufacturers, and each one sets its own warranty. We do not invent a store-wide guarantee on top of that, because a promise we cannot keep is worse than no promise at all.

What we do commit to is this: you deal with us. You do not have to work out who made the frame, find their support address or explain the problem twice. Send us the order number and a photo and we will handle the manufacturer side.

What is covered

Manufacturer warranties on this kind of equipment typically cover faults in materials or workmanship that show up in normal use.

• Frame welds, joints and structural failures
• Wheels and axles that fail rather than wear out
• Buckles, clips and fasteners that break under normal load
• Stitching that comes apart on a harness or saddle
• Anything that arrives already damaged or incomplete

If a product arrives damaged, photograph it and the packaging before doing anything else and email us within 48 hours. Transit damage is ours to sort out and is handled separately from warranty.

What is not covered

None of the following are faults, and no manufacturer will treat them as one.

• Normal wear. Straps, padding and tyres are consumables and will wear out with use
• Chewing. Dogs chew things, and it is not a manufacturing defect
• Damage from a crash, a fall or use on terrain the product is not built for
• Modifications, home repairs or parts from another manufacturer
• A product that no longer fits because your dog's size or shape has changed
• Failure to follow the cleaning and maintenance instructions supplied

A product that does not suit your dog is not a warranty matter either. That is a return or an exchange, and our returns policy covers it.

How to make a claim

1. Email us with your order number.
2. Describe what failed and when, in plain terms. You do not need the technical name for the part.
3. Attach clear photos: the failure close up, and one of the whole product so we can see the context.
4. Keep the product until the claim is settled. Manufacturers sometimes ask to see it.

We will tell you within 2 business days whether the manufacturer accepts it, what they are offering, and how long it will take. If the answer is no, we will tell you that too, along with the reason and whatever we can do instead.

Replacement parts

We do not currently stock replacement parts. This is worth knowing before you buy, and we would rather say it here than have you discover it later.

In practice most parts are available from the manufacturer, and we will source them for you and tell you the cost and lead time before you commit to anything. Stocking the common wear parts ourselves is on our list, because a wheelchair that is out of action waiting for a strap is not much use to anyone.

Your legal rights

Nothing on this page limits the rights you have under United States federal or state consumer law, including any implied warranty of merchantability or fitness for a particular purpose where your state provides one. A manufacturer warranty is in addition to those rights, not instead of them.

Some states do not allow limitations on how long an implied warranty lasts, so the limits above may not apply to you. This warranty information gives you specific legal rights, and you may also have other rights which vary from state to state.