FAQ

If the product is out of stock, please email our customer service at service@uplivin.com. We’ll check the availability and provide a purchase link if it’s back in stock.

• Order Confirmation

Once your order is placed, you will receive an order confirmation email with your order details.

• Order Changes  

We understand that you might need to make changes to your order. If you would like to modify your order, please reach out to us within 8 hours after placing the order. We'll do our best to accommodate your request, but we cannot guarantee changes once the order has been processed or shipped.

• Order Cancellations  

If you need to cancel your order, please contact us as soon as possible. Orders can only be cancelled if they have not yet been processed or shipped. If your order has already been dispatched, you may need to follow our return and exchange policy instead. If you have any questions, please don't hesitate to contact our customer support team at service@uplivin.com

Please contact us to find a retailer or distributor near you.

In the UK, rollators qualify for VAT relief for eligible individuals. If you believe you are eligible for VAT exemption, please contact us with the necessary declaration documentation or details of your eligibility. We will guide you through the process and help you claim tax relief if applicable. Further details on VAT relief for disability equipment can be found on the GOV.UK site.

We currently only support domestic delivery within the UK.

Please allow 1-2 working days for order processing, followed by an additional 2-7 working days for delivery, depending on your location. Once your order has been processed and dispatched, you will receive a notification email with a tracking number.

We want you to be completely satisfied with your purchase. If you're not, we're happy to help with returns and exchanges.

• Eligibility
  

Items must be returned within 14 days of delivery. Products must be in their original condition: unused, unwashed, and with all tags and packaging intact.

• How to Return or Exchange
  

- Contact Us: Email us at service@uplivin.com with your order number and reason for return or exchange.
- Receive instructions: We'll provide you with detailed return instructions and the return address.
- Ship it Back: Please securely package the item and send it back to us. Customers are responsible for return shipping costs unless the item is defective or we made a mistake.

Refunds are processed within 2 days after we receive and inspect the returned item.  Refunds will be issued to the original payment method.

If you receive a damaged or incorrect item, please contact us as soon as possible. We'll work with you to resolve the issue quickly.

To ensure fairness and protect the integrity of our products, we do not accept returns or exchanges in the following situations:

• Items that have been used, washed, or altered.
• Items that are not in their original condition, or missing original packaging or tags.
• Items returned beyond the 15-day return window.
• Items damaged due to improper care or misuse.

If you're unsure whether your item qualifies for a return or exchange, please contact us at service@uplivin.com. We're happy to help clarify!

• Customer Service Hours  
  Our customer service team is available to help you during the following hours:  
  Mon - Fri: 9 AM – 4 PM (BST/GMT)  
  Weekends & Holidays: Closed
• How to Contact Us  
  Email: service@uplivin.com  
  We typically respond to emails within 24 hours. If you don’t hear from us in that time, please check your spam folder or reach out again — we’re always here to help!

We stand behind the quality of our products and offer a 2-year warranty for the Trive and a 3-year warranty for the Glide from the date of purchase. This warranty covers any manufacturing defects in materials or workmanship under normal use.  

What’s Covered:

• Manufacturing defects
• Faulty materials
• Workmanship issues

What’s Not Covered:

• Damage caused by misuse, improper care, or accidents
• Normal wear and tear
• Unauthorised repairs or modifications

If you experience any issues with your product under warranty, please contact us and provide us with your order details and photos of the problem. We’ll be happy to help resolve the issue!

Please follow the user manual to unlock the handles, then slide them up or down to match your wrist height when your arms are relaxed at your sides. Make sure both handles are at the same height and securely locked before use.

To keep your rollators in top condition:

• Avoid storing it in damp or overly hot environments.
• Clean it with water and a mild detergent, then dry with a clean, soft cloth or sponge.
• Regularly check brakes and moving parts for wear and tear.

All our rollators fold compactly, making them easy to take by car or train. If you're planning to fly with one, it's best to let your airline know in advance. Here’s a quick guide to help:

1. Tell the Airline Early
   Tell your airline in advance if you’re bringing a walking aid (e.g. rollator, walker, or cane). Most airlines carry them free of charge, but larger or electric ones may need extra details.
2. Types of Aids
   • Manual aids (canes, walkers) can usually be taken to the gate.
   • Foldable rollators may fit in the cabin — otherwise, they’ll be taken at the gate and returned after landing.
   • Electric aids need battery details. Dry cells are usually accepted; lithium batteries may be subject to additional restrictions.
3. At the Airport
   • Security: Aids will go through screening. You may be asked to walk separately through the detector.
   • Assistance: You can request help — e.g. wheelchairs, priority boarding, or baggage support.
   • Gate Check: Use your aid until boarding. It’ll be stored in the hold and returned at the gate or baggage area.
4. Onboard
   • Smaller foldable aids can often be stored in the cabin.
   • Larger ones may not be allowed in aisles or near emergency exits for safety reasons.
   • Cabin crew can assist with storage but can’t provide personal care.
5. Insurance & Labelling
   For peace of mind, label your rollator clearly and take photos before you travel. It’s worth checking whether your insurance covers mobility aids in case of loss or damage.