Frequently Asked Questions


How much does delivery cost?

Fenetic Wellbeing will provide FREE delivery as standard on all products throughout the UK mainland.

What happens if I live outside of the UK?

There will be surcharges for Northern Ireland, Highlands and Islands. International delivery starts at £15 per item (excluding rise and recline chairs, scooters and e-bikes).

You can find more information about international delivery and returns on our Delivery & Returns page.

What is your return policy?

We want you to be happy with every purchase you make with Fenetic Wellbeing, but we understand that in life things don’t always go to plan.

Once you’ve bought a product, we’ll give you 14 days to make sure you’re absolutely satisfied.

During this time, we will refund the price of the Product in full, including the cost of sending the item to you. In this case, you will be responsible for the cost of returning the item to us.

You can find more information about delivery and returns on our Delivery & Returns page.

How do I know if I am exempt from paying VAT?

If you are chronically sick or disabled, and the mobility products are for your personal use, you may be exempted from paying VAT.

How do I find the VAT exemption form?

Upon checkout, you will be prompted to give us some details about your VAT exemption.

I still don’t understand the VAT exemption?

All our mobility and healthcare products are listed without any VAT. This is because most elderly and disabled people are exempt from VAT for items that are going to be used to aid them with a disabling or chronic condition.

For more about anything VAT related, please see our dedicated VAT Relief Eligibility Page.

Does my product come with a warranty?

All Fenetic Wellbeing products come with a 12 month warranty as standard! This includes parts/replacement or return to base for repair.

Are there any Fenetic Wellbeing outlets?

We do not have a shop or showroom but we do have a warehouse! You are welcome to visit us to see or try products by prior arrangement.

Our address is: Elite Buildings, Off Haincliffe Rd, Keighley, West Yorkshire BD21 5BU.

Give us a call on 0800 5677618 to arrange a visit!

Product Related Questions

Why is my mobility scooter constantly beeping?

This is due to the scooter being in neutral. Remove key. Change gear from neutral to drive. Put key back in. Voila!

How do I adjust the footrests on my ECTR01/04/05 wheelchair?

Loosen the hexagonal screw at the base of the footrest with the spanner provided. Pull tubing to lengthen to required height. Tighten screw back up.

Can my new chair be set up for me?

We offer a 2 man home set up delivery option for our riser recliner chairs.

This can be selected during checkout for £70 to guarantee your peace of mind. Please note: Home set up can take up to 15 working days.

Why has my chair stopped working?

Before you get in touch, check that the wire connections under the chair have not been severed or trapped by the frame.

There is usually a light on the back of the transformer box. Are there any noises from the motor such as clicking or buzzing?

If there is a sound, this confirms that handset is sending the signal and the problem is most likely in the motor(s)

If there isn't any movement or noise it’s probably a problem with the handset. We can post a replacement which simply plugs in to your chair.

If you still have questions or are experiencing any other issues. Please don’t hesitate to call us on 0800 567 7618.

How do I set up my new chair?

All our chairs come in 2 pieces to make them easier to get through the front door.

  • Place base of chair where required.
  • Connect transformer(s) and handset(s) if not already in place.
  • There are metal prongs on the base of the chair; line up the matching metal receiving clips at the bottom of the backrest and slot the backrest in.
  • Push down to make sure it is securely fitted.

Following the instructions, our chairs can be set up in just 10 minutes without the need for tools.

What are the product specific measurements and weight?

The exact product specifications and measurements can be found on our website.

Simply choose the product in question, and scroll down the page. You’ll find lots of useful information including a product description, specifications, and in many cases even a video of the product.