FAQ

Where does Opekto deliver?

Opekto currently delivers to addresses within the United Kingdom only.

We do not currently offer international shipping.

How much is shipping?

We offer free standard shipping within the United Kingdom.

There is no additional standard delivery charge at checkout.

How long does delivery take?

Our current estimated delivery times are:

Handling time: 1–3 business days
Transit time: 2–4 business days
Total estimated delivery time: 3–7 business days

Business days are Monday to Friday, excluding UK public and bank holidays.

Delivery times are estimates and may occasionally be affected by carrier delays, severe weather, public holidays, or other circumstances outside our reasonable control.

How can I track my order?

Where tracking is available, we will send tracking information to the email address used during checkout once your order has been dispatched.

Please allow up to 48 hours after dispatch for tracking information to become active or update.

Can I change my delivery address?

If you notice an error in your delivery address, contact us as soon as possible.

We will try to update the address before dispatch, but we cannot guarantee that changes can be made once an order has entered processing or has already been shipped.

Can I cancel my order?

If your order has not yet been dispatched, contact us as soon as possible and we will try to cancel it.

If your order has already been dispatched, you may need to receive it and use our normal returns process.

Can I return an item if I change my mind?

For most products purchased online, UK consumers have the right to cancel within 14 days of receiving the goods.

After telling us that you wish to cancel, you generally have a further 14 days to return the item.

Some statutory exceptions may apply.

Please see our Returns & Refund Policy for full details.

Who pays for return shipping?

For a normal change-of-mind return, the customer is responsible for the direct cost of returning the item.

If an item is faulty, damaged, incorrect, or not as described, Opekto will cover reasonable return costs where required by law.

Do you charge a restocking fee?

No.

Opekto does not charge a restocking fee for valid returns.

What condition should a returned item be in?

You may inspect a product in the same way you reasonably would in a physical shop.

Where possible, returned products should include:

Accessories
Manuals
Chargers or cables
Parts and components
Original packaging where reasonably available

You may be responsible for any reduction in value caused by handling beyond what is reasonably necessary to inspect the product.

What if my item arrives damaged?

If your order arrives damaged, contact us as soon as possible.

Please provide:

Your order number
Photographs of the damaged product
Photographs of the outer packaging
Photographs of the shipping label
A brief description of the issue

This helps us investigate and arrange the appropriate solution.

What if I receive the wrong product?

We will review the issue and arrange an appropriate replacement or refund.

What if my product is faulty?

Products sold by Opekto must meet applicable UK consumer standards.

If your product is faulty, not as described, or not of satisfactory quality, please contact us.

Depending on the circumstances, you may be entitled to a:

Refund
Repair
Replacement
Price reduction
Other remedy provided under UK consumer law

For qualifying faulty goods, UK consumers may also have a 30-day short-term right to reject.

How long do refunds take?

Once your return has been received and approved, the refund will be issued to your original payment method.

Where applicable, refunds will be processed within the legally required timeframe and generally no later than 14 days after we receive the returned goods or satisfactory evidence that they have been sent back.

Your bank or payment provider may take additional time to show the refund in your account.

What payment methods do you accept?

We accept the payment methods displayed during Shopify checkout.

Depending on the options enabled on our store, these may include:

Visa
Mastercard
American Express
Apple Pay
Google Pay
Shop Pay
Other payment methods shown at checkout

What currency do you use?

All prices for UK customers are displayed in Pounds Sterling (GBP / £) unless clearly stated otherwise.

Is payment secure?

Yes.

Payments are processed through secure third-party payment providers integrated with Shopify.

Opekto does not normally receive or store your complete debit or credit card number.

Do your prices include VAT?

Where VAT applies, prices are displayed and handled in accordance with applicable UK pricing and tax requirements.

Any applicable charges will be shown before you complete your order.

Do you offer warranties?

Some products may include a manufacturer warranty.

Any manufacturer warranty is separate from your statutory rights under UK consumer law.

Your statutory rights are not removed or reduced by a warranty.

Are electric wheelchairs medical devices?

Some mobility products may be intended for mobility assistance, but Opekto does not provide medical advice.

You should review the specifications carefully and seek appropriate professional advice if you are unsure whether a product is suitable for your individual needs.