14-day statutory returns
Returns policy
Your statutory rights and how to return an XSTO product. Signed-in customers can submit a return request online from their order.
Online return requests
Sign in to your account, open the order you wish to return, and choose Request a return. We review each request and email you confirmation — including specialist pallet collection where required.
Shopify's built-in self-serve returns are designed for standard Online Store themes. On this Hydrogen storefront we use a return request workflow: your submission is reviewed by our team and processed in Shopify Admin. You can also use the order status link from your confirmation email if returns are enabled there.
14-day statutory returns
Under the Consumer Contracts Regulations 2013, you have 14 days from delivery to cancel your order and return most goods purchased online, provided the item is unused and in resalable condition.
Condition requirements
Returned mobility products must be unused, in original packaging where possible, and free from damage beyond reasonable inspection. We may deduct from your refund if the product shows signs of use beyond checking fit and function.
- Notify us in writing within 14 days of delivery
- Do not use the product outdoors or register it before deciding to return
- Include all accessories, manuals and original packaging
£250 collection fee
Due to the size and weight of powered wheelchairs, a £250 collection fee applies to returns of large mobility items. This covers specialist courier collection and inspection. The fee is deducted from your refund unless the return is due to our error or a manufacturing defect.
Exclusions
The following are excluded from our standard returns policy:
- Bespoke or custom-configured products built to your specification
- Hygiene-related items where seals have been broken
- Products damaged through misuse, neglect or unauthorised modification
- Pre-order deposits once manufacturing has commenced (subject to separate terms)
Request a return online
Signed-in customers can submit a return request from their order history. Sign in, open the order, and choose Request a return. We review each request against this policy and confirm next steps by email — including specialist collection for large items where applicable.
Shopify does not provide a built-in self-serve returns flow for custom Hydrogen storefronts. We use a return request system: your submission creates a case for our team, who process the return in Shopify Admin and arrange collection.
If you checked out as a guest, email sales@bentechmeduk.com with your order number and reason for return.
What happens next
Once your return is approved we arrange collection (pallet or courier as appropriate). Refunds are processed within 14 days of receiving and inspecting the returned item. The £250 collection fee applies to large mobility returns unless the return is due to our error or a manufacturing defect.
- Submit your return request online or by email within 14 days of delivery
- Wait for written confirmation before arranging your own courier
- Keep the product unused and in resalable condition until collection
- Include accessories, manuals and packaging where possible