Customer Service

    Customer Service

    Opening Time

    Our opening times, as well as advice on how to find us, is available here.  Queries emailed to us outside of our opening times will be answered as soon as possible. However not all questions can be answered by our staff and so, if your email contained a technical question, it might therefore require us to contact Powakaddy before making a reply.

    Cancelling an Order

    Under the UK's Distance Selling Regulations you have the right to cancel the contract for the purchase of any goods within a period of seven working days, beginning with the day after the day on which the goods are delivered.

    If you wish to cancel an order, please email with your order number to hand. As long as your order has not been dispatched we will do our best to cancel it immediately and refund your payment. We cannot guarantee that we can prevent the dispatch of any order once it has been placed.

    If your order has already been shipped then you will need to return the goods to us (see instructions below) at your own cost within seven working days of the date that the item was delivered to you. On receipt of the goods we will refund the total of the goods back on your card. Postage and insurance are not refundable.

    If this period of time has elapsed, details of our returns policy are available here.


    We accept payment by all methods shown on the site. We accept both debit and credit card, but cannot process payments by American Express. Unfortunately, we are unable to accept Paypal payments by eCheque. We are also unable to accept bank cheques and any received will be securely destroyed.

    Telephone Orders

    We can now accept orders over the phone. Payment for telephone orders must be by card (American Express not accepted). The order is not placed until successful card payment has been processed. Telephone customers will receive a printed order summary in their parcel. Please ensure you confirm that the parts you wish to purchase are correct before confirming the order, as we do not keep a recorded record of every telephone order. All terms and conditions apply to telephone orders in the same way as internet orders.

    Card details are destroyed immediately after charging for security purposes, so no record of this information is available. Card details will need to be taken a second time for any refunds or subsequent orders. Telephone order confirmation may be recorded, excluding card information, for security purposes.

    Delivery Times

    Please see our Delivery Information page, here.

    Special Offers

    Only one special offer can be applied per order. We unfortunately aren't able to accept multiple discount codes, or to fulfil free gift offers on an order where an offer or discount code has already been applied.

    Discontiuned itmes

    Powakaady do discontinue parts as demand drops.

    Product changes

    The manufacturer reserves the right ot change the design of their parts without prior notice. The version we send will be the latest that they offer which may differ sligthly from the picture on our website.

    Trolley Trade In

    Only a very small number of trolley models are excluded from this offer. We unfortunately cannot accept trades of the Powakaddy Pulsar, Powakaddy Rio, and any Powakaddy pull trolleys (i.e. trolleys that do not use batteries). We also cannot accept the very oldest Classic model trolleys with the white body. All other Classic models of Powakaddy, and all other Powakaddy models not mentioned here, are eligible for trade in!

    We do not expect the trolleys we take in part exchange to be in perfect condition. Wear and tear, along with the odd faulty part, are to be expected, and we will happily discuss if a customer is unsure. However, if a customer has been misleading about the condition of their trolley and upon delivery we find it to be significantly different from as described (and therefore ineligible for the trade in offer), we reserve the right to refuse payment for the trolley.

    If your trolley is in very poor condition, or has parts that are not genuine Powakaddy parts fitted to it, or if you have any other reason to be unsure of the eligibility of the trolley, please contact us with details and we will let you know whether or not we can accept it.

    Free collection of trolleys is availble to customers who are on the UK mainland and are located south of Edinburgh. If you are outside of this area, you are still eligible to use the trade in but we cannot collect your old trolley for you.

    Stock Shortages

    In the event that we do not have enough stock to fulfil an order for multiple items, we will ship the items that are in stock. The remaining items will be sent on as soon as possible, at no extra charge. If we are unable to source the item (for example, because you ordered an unusually large quantity or if a manufacturer discontinues a product at short notice), a refund for the item plus any extra shipping paid will be made and you will be emailed to let you know of the shortage.


    We are not a trade website, and are unable to provide customers with VAT invoices of purchases. All customers receive email notifications of their orders, and a printed packing slip showing quantities and prices. Our VAT registered number, for those who require it, is 462 3087 55. We regret that we are not able to produce VAT exclusive invoices for customers from the Channel Islands.

    Website disclaimer

    The information contained in this website is for general information purposes only. The information is provided by and while we endeavour to keep the information up to date and correct, we make no representations or warranties of any kind, express or implied, about the completeness, accuracy, reliability, suitability or availability with respect to the website or the information, products, services, or related graphics contained on the website for any purpose. Any reliance you place on such information is therefore strictly at your own risk.

    In no event will we be liable for any loss or damage including without limitation, indirect or consequential loss or damage, or any loss or damage whatsoever arising from loss of data or profits arising out of, or in connection with, the use of this website. All technical advice given, whether written or over the phone, is advice only. It is given in good faith, but is not legally binding.

    Through this website you are able to link to other websites which are not under the control of We have no control over the nature, content and availability of those sites. The inclusion of any links does not necessarily imply a recommendation or endorse the views expressed within them.

    Every effort is made to keep the website up and running smoothly. However, takes no responsibility for, and will not be liable for, the website being temporarily unavailable due to technical issues beyond our control.