This policy explains your rights to cancel an order, return a Product purchased from Evolution One Ltd, and request after-sales support. In this policy, “Product” or “Products” means the specific mobility chair, accessory, spare part, consumable, service or related item supplied by us under your order, including the Strutt ev¹c -Smart Everyday Vehicle where applicable.
Evolution One Ltd (“Evolution One”, “we”, “us”) is an authorised UK retailer of Strutt products. Strutt is the company, brand owner and manufacturer. This policy sits alongside our Terms and Conditions of Sale and does not affect your statutory rights as a consumer.
1. Your Right to Cancel
If you bought your Product at a distance – for example over the phone, by email, or through our website – you have a legal right under the Consumer Contracts Regulations 2013 to cancel your order within 14 days, without giving any reason.
The 14-day cancellation period runs from the day after the day you, or someone you nominate, receive the Product. If your order is delivered in instalments, the period runs from the day after you receive the last instalment.
You can also cancel at any time after placing your order but before delivery.
2. How to Cancel
To cancel, simply tell us clearly in writing within the cancellation period. The easiest way is to email us using the contact details on your order confirmation. Please include your name, order reference and address so we can identify your order.
You may use the model cancellation wording below, but you do not have to:
“I hereby give notice that I cancel my contract of sale for the following order: [order reference], ordered on [date], delivered on [date]. Name: [your name]. Address: [your address].”
We will acknowledge your cancellation by email.
3. Returning the Product
If your Product has already been delivered when you cancel, please do not arrange your own return without speaking to us first.
For a Strutt ev¹c -Smart Everyday Vehicle, we will arrange collection from your address at no cost to you. For accessories or smaller items, we may either arrange collection or provide return instructions, such as a prepaid return label.
For practical logistics, we may issue a return reference or Return Merchandise Authorisation (“RMA”) number. Please include this with the return where one is issued. This process is used to identify and inspect returns; it does not remove your statutory cancellation rights where you have notified us within the applicable cancellation period.
You must take reasonable care of the Product while it is in your possession. It should be returned in its original condition, ideally with its original packaging where possible. We may reduce your refund to reflect any reduction in the value of the Product caused by handling beyond what is necessary to establish its nature, characteristics and functioning.
You are responsible for keeping the Product safe and undamaged until it is collected or returned in accordance with our instructions.
4. Refunds
If you cancel within the 14-day cancellation period, we will refund all payments received from you for the cancelled Product, including any reservation deposit and any standard delivery charge you paid.
We will make the refund within 14 days of the day we receive the Product back from you, or, if earlier, within 14 days of the day you provide evidence that you have returned it. If the Product was never delivered, we will refund within 14 days of being told you wish to cancel.
We will refund using the same payment method you used to pay, unless you agree otherwise. You will not pay any fees as a result of the refund.
Please note: if you chose a more expensive delivery option than our standard delivery, we will only refund the cost of our standard delivery.
5. After the 14-Day Cancellation Period
Once the 14-day cancellation period has ended, any reservation deposit is non-refundable unless the law requires otherwise.
Any balance you have paid is also non-refundable after this period, unless the Product is faulty, not as described, or does not meet the standards of quality and fitness required by the Consumer Rights Act 2015.
This does not affect your statutory rights in respect of faulty or misdescribed goods.
6. Faulty, Damaged, Misdescribed or DOA Products
Your statutory rights under the Consumer Rights Act 2015 apply in addition to the cancellation rights above, and are not limited to 14 days.
If your Product is faulty, damaged on arrival, missing parts, not as described, or has an immediate functional issue, please report it to us in writing as soon as possible. For delivery damage, missing parts or Dead on Arrival (“DOA”) issues, please report the matter preferably within 48 hours of delivery, with photographs and/or video evidence where possible.
Failure to report within 48 hours will not remove your statutory rights, but it may affect our ability to verify transit damage, missing items or a DOA matter with the courier or manufacturer. Please keep the original packaging where possible until we confirm next steps.
If your Product is faulty, damaged on arrival, or not as described, you are entitled to a remedy regardless of the cancellation period:
- Within 30 days of delivery: you can reject the Product and claim a full refund.
- Within the first 6 months: if a fault appears, we will repair or replace the Product. If a repair or replacement is not possible or is unsuccessful, you may be entitled to a refund or price reduction.
- After 6 months: you retain rights, but you may need to show that the fault was present at the time of delivery.
Where delivery was made by a courier, please note any visible packaging damage on the delivery receipt at the time of delivery, or refuse the delivery if the damage is severe.
7. Manufacturer Warranty and After-Sales Claims
Separately from your statutory rights and cancellation rights, the Strutt ev¹c -Smart Everyday Vehicle is covered by Strutt’s manufacturer warranty and after-sales policy. Evolution One will act as your UK point of contact and coordinate warranty, repair, replacement part, technical diagnosis or after-sales matters with Strutt or an authorised service partner where appropriate.
The following is a summary only. Full coverage depends on Strutt’s manufacturer warranty terms supplied with the Product or made available by Strutt.
Product area | General manufacturer warranty position | Important notes |
Main structural frame | Up to 60 months for structural manufacturing defects. | Excludes impact damage, overloading, corrosion, surface scratches, water damage and other non-manufacturing causes. |
Suspension, powertrain, battery, charger, screen, joystick, sensors, LiDAR, camera, lighting, wiring and electronic modules | Generally up to 24 months for manufacturing defects. | Coverage may be refused or limited where damage is caused by misuse, external force, water damage, non-original chargers, environmental factors, unauthorised modification, poor maintenance or normal ageing. |
Wear-and-tear items, cosmetic items, wheels/tyres, guards, covers, toolkit, seatbelt, anti-tip wheels, seat cushions, backrest cushions and upholstery | Usually DOA-only unless confirmed otherwise. | May be eligible only for defects or transit damage identified shortly after delivery. |
For any warranty or after-sales claim, we may ask for proof of purchase, order details, the Product serial number, photographs, videos, diagnostic information, product condition, usage history, mileage, power-on time, service history and a clear description of the issue. Warranty support may be refused or limited where the serial number has been removed, altered, damaged or cannot be verified.
Warranty and after-sales support may not apply where the issue is caused by misuse, accident, collision, overloading, water damage, corrosion, unsuitable storage, failure to follow the user manual, improper maintenance, normal wear and tear, cosmetic deterioration, unauthorised repair, unauthorised modification, disassembly, use of unsuitable third-party accessories, non-original chargers, environmental factors, commercial or rental use unless agreed in writing, or any change affecting safety-critical or core systems.
If an issue is outside warranty, outside statutory rights, or caused by non-covered use or damage, inspection, labour, parts, collection, delivery and repair costs may be chargeable. Where reasonably possible, we will provide an estimate or obtain your approval before carrying out chargeable work.
8. Accessories, Spare Parts, Consumables and Bespoke Items
Standalone accessories, spare parts, replacement parts, consumables, opened or used accessories, and hygiene-related items may have different return, refund and warranty conditions from the main Product. Any specific condition will be confirmed on the relevant quote, invoice, product page, order confirmation or product documentation.
Where a Product or accessory has been made, customised or adapted to your specific requirements, the 14-day cancellation right may not apply, as permitted under the Consumer Contracts Regulations 2013. We will make this clear to you before you place such an order.
Your statutory rights in respect of faulty, damaged, misdescribed or non-conforming goods always apply.
9. How to Contact Us
For any cancellation, return, refund, warranty, repair or after-sales matter, please contact us using the details on your order confirmation, or via the contact page on our website. We aim to respond within two working days.
Version 1.2 – effective May 2026. We may update this policy from time to time. The version in force when you place your order applies to your purchase.
Evolution One Ltd is registered in England and Wales (company number 17103954). Registered office: Depleach Hall, Wilmslow Road, Cheadle, England, SK8 1DR. VAT number GB 518016806. Authorised UK retailer of Strutt-branded mobility products.