Ordering & Payment

What payment methods do you accept?

We accept all major credit and debit cards, PayPal, and Apple Pay / Google Pay through our secure checkout.

Is my payment secure?

Yes. All payments are processed through secure, PCI-compliant payment gateways. We never store your card details.

Can I pay with VAT exemption?

Yes — if you have a qualifying long-term illness or disability, you can remove the VAT at checkout. See our VAT Exemption page for full details on who qualifies and how to declare.

Delivery

How long will my order take to arrive?

Most orders are dispatched within 1–2 working days. Standard delivery takes 3–5 working days. You’ll receive a confirmation email and tracking information once your order is on its way.

Do you deliver across the UK?

Yes, we deliver to all UK mainland addresses. Please contact us before ordering if you’re in the Scottish Highlands, Northern Ireland, or the offshore islands, as additional charges may apply.

Is delivery free?

Yes — delivery is free on all orders over £99. For full details on delivery timescales and what to expect, see our Delivery Information page.

Returns & Refunds

Can I return my walking aid?

Yes — you have 14 days from delivery to cancel and return any unused item in its original packaging. See our Returns Policy for the full process, including how to arrange a return and any applicable restocking fees.

What if my item arrives damaged?

Please inspect your delivery before signing and, if possible, note any damage on the delivery paperwork. Contact us at hello@walkingaidsdirect.com within 48 hours of delivery and we’ll sort it out for you.

VAT Exemption

Do I qualify for VAT exemption?

You may qualify if you have a long-term illness or disability that makes using a walking aid a medical necessity. You don’t need to provide a doctor’s letter — you simply self-declare at checkout. See our VAT Exemption page for full details.

How much can I save?

VAT is charged at 20%, so qualifying customers save a significant amount on the purchase price. The VAT-free price is shown automatically once you declare eligibility at checkout.

Products

What’s the difference between a rollator and a tri walker?

A rollator has four wheels, a built-in seat, loop brakes, and usually a storage basket — great for longer walks and anyone who needs to rest along the way. A tri walker has three wheels, making it lighter and more manoeuvrable in tight spaces, but it typically doesn’t have a seat. Read our full guide: Tri Walker vs Rollator — Which Is Right for You?

What’s the difference between an indoor and outdoor rollator?

Indoor rollators are compact and lightweight with smaller wheels, designed for use around the home. Outdoor rollators have larger wheels and sturdier frames to handle pavements, kerbs, and uneven ground. Some models work well in both environments. Read our guide: Indoor vs Outdoor Rollators — What’s the Difference?

How do I choose the right walking aid?

It depends on where you’ll be using it, how far you walk, whether you need to sit and rest, and your weight. Our Help & Guides section covers all of this in detail, or you can email us at hello@walkingaidsdirect.com and we’ll help you choose.

Warranty & After-Sales

What warranty do the products come with?

All products come with a minimum 12-month parts warranty. Some products carry a longer warranty — check the individual product page for details. See our Warranty page for what’s covered and how to make a claim.

Who do I contact if I have a problem after purchase?

Email us at hello@walkingaidsdirect.com or call 01405 947340. We’re a small, UK-based team and we’ll get back to you as quickly as we can.