Excel G-Explorer

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Effective Date: [6 March 2024]

Last Updated: [6 March 2024]

Thank you for choosing Plenty Mobility for your mobility and lifestyle needs.

Your satisfaction is our top priority, and we strive to provide you with the best products and services. Please take a moment to read our Shipping and Returns Policy to understand our procedures for shipping, cancellations, returns, and more.

We Proudly Ship With:

Order Confirmation:

As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system.

Order Shipment:

If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order.  We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.  If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at support@plentymobility.co.uk

Damages:

Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.  If your item(s) do arrived damaged, please send photos to support@plentymobility.co.uk and we will process an insurance claim on your behalf.

Cancellations & Refunds:

At Plenty Mobility, we are committed to offering you an exceptional shopping experience. Customers have the right to notify us of their intention to cancel their order within 14 days of receiving the goods.You have the flexibility to cancel your order free of charge before it ships. If your order has shipped, you (the buyer) will be responsible for actual return shipping charge sunless the goods are faulty or not as described. Refunds will only be issued to the original credit card that you use when placing your order.

Cancellations (Before Order Ships)

If you wish to cancel an order, please notify us as soon as possible to receive a full refund before your order leaves our warehouse. Our customer support team is available during business hours at 078 950 41769, via the chat feature on our website, or through email at support@plentymobility.co.uk.

Refunds and Returns

Should you need to exchange a product, you may do so, but please be aware that you are responsible for any associated shipping costs throughout the returns and exchange processes.

Not all orders are eligible for return once they have been shipped. Since we source our products directly from manufacturers, our ability to accept returns depends on the manufacturer's policies. This can vary on a case-by-case basis. If you would like specific information about your brand or product, please contact us.

To Return a Product To Us

Please make sure that the product was received by you in the last 14 days.

Send an email to support@plentymobility.co.uk

Your email should have the following information so that we can process a return.

• Your name
• Order reference number
• Your Address
• Email address
• Contact number
• Date of purchase
• Date the goods were received by you
• If you originally ordered multiple items, which do you want to return.

When we approve a return, please send the product along with a note indicating whether you want to exchange the product (and if so, what other product you want to order) or a refund.

Damages

Please carefully inspect the packaging of your items upon delivery. If you notice any damage, please make note of it when signing for delivery. If your items arrive damaged, promptly send photos of the damage, the packaging, and the SKU, along with a brief description of the damage, to support@plentymobility.co.uk.

Freight damage claims must be reported within 24 hours of arrival, including any visible signs of exterior damage.

Warranty

Warranty terms vary by manufacturer, and you can find detailed information on individual product pages. Warranty coverage typically applies to damages that occur over time and through regular use. If an item arrives damaged and is not reported within 30 days, it is not considered a warranty claim.

Chargebacks

Our dedicated team is here to assist you and resolve any issues promptly and fairly. We have designed our policies to be as equitable as possible, and we believe they are among the best in the industry. We are committed to providing excellent customer service and will work diligently to address your concerns.

Therefore, we kindly request that customers avoid filing fraudulent chargebacks. Unauthorized chargebacks will be considered theft, and we are ready to assist with any product-related issues or concerns.

Please reach out to us instead of filing chargebacks for issues that can be resolved collaboratively.

Please Read the Following

When you make a purchase from Plenty Mobility, you acknowledge and agree to the following terms:

1. You will inspect the package upon delivery, noting and photographing any damage and reporting it to Plenty Mobility within 24 hours of delivery.
2. You are responsible for return shipping costs and the cost of shipping a new product in the case of a refund or exchange.
3. Products must be returned in unopened and unused condition, and additional restocking fees may apply.
4. If your order has left our warehouse, a full refund may not be possible.
5. Returning an order after it has shipped will incur return shipping fees and restocking fees, which vary by product.
6. Shipping date estimates provided on product pages are subject to change due to factors beyond our control.

When will I receive my refund?
For credit card refunds, we’ll begin issuing your refund once we’ve received notification that you have returned your item(s). Most banks will process the refund within 3-5 business days.

For other refund methods such as Klarna, Paypal, Clearpay, please allow up to 2 weeks for us to fully process your return and issue your refund. As soon as Plenty Mobility has registered your cancellation or your return, the refund will be processed within 3-5 business days from Plenty Mobility to the 3rd party payment provider's account.

Once the account has been credited, the customer will be contacted by the 3rd party payment provider to arrange a refund back to the customer’s bank account which can take up to 10 business days depending on how the customer paid.

Please Note: If you do not see your refund after the additional 3-5 business days, you should directly contact your 3rd party payment provider. Below are the contact details for the 3rd party payment providers.

Klarna

Clearpay