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Frequently Asked Questions

Everything you need to know about ordering, delivery, warranty, NDIS funding and travelling with your Velana product. Can’t find your answer? Call +61 8 6186 0001 or email [email protected].

Ordering & Payment

You can order online at velana.com.au, or contact our Perth-based team by phone on +61 8 6186 0001 or email at [email protected]. If you’re not sure which model suits you best, we’re happy to talk it through before you buy.

We accept all major credit and debit cards through our secure checkout, and Afterpay is available if you’d like to buy now and pay in instalments. For NDIS participants and plan managers, we also provide formal quotes and invoices.

Yes. Contact us with the product you’re interested in and we’ll email a formal quote with full product details, pricing and GST — usually within one business day. This is especially useful for NDIS participants, plan managers and support coordinators.

Yes. Velana Mobility works with allied health professionals, aged-care providers and resellers. Email [email protected] and our team will arrange catalogues, pricing and account setup.

Delivery & Shipping

Yes — we deliver Australia-wide, including regional and remote areas. Shipping is $250 per electric wheelchair or mobility scooter (tracked large-item freight) and a flat $60 for Velana Care accessories, combined automatically at checkout. See our Shipping & Delivery page for full details.

Orders are dispatched from Perth, Western Australia. Delivery times vary by destination — metro areas are typically faster, while regional and remote addresses can take longer. You’ll receive tracking details as soon as your order ships, and our team can give you an estimate for your address before you order.

Most Velana products arrive folded and ready to use with minimal setup — typically just unfolding, fitting simple accessories and charging the battery before first use. Every product includes a manual, and our team is happy to walk you through setup by phone.

Warranty, Returns & Support

Every Velana electric wheelchair and mobility scooter is covered by a 5-year warranty on the frame and a 12-month warranty on components such as motors, controllers, batteries and chargers. Warranty cover is registered automatically when you receive your order, and applies in addition to your rights under Australian Consumer Law. See our Warranty page for full details.

You have 30 days from the date you receive your order to request a return. Faulty or damaged items are covered by Australian Consumer Law and our warranty. See our Return & Refund Policy for the full process.

Yes. The Velana Care range includes spare batteries, chargers, storage bags, covers, straps and more — plus the Velana Care+ extended warranty. If you ever need a repair or replacement part, our support team will help you arrange it.

NDIS Funding

Assistive technology such as electric wheelchairs and mobility scooters may be claimable under your plan’s Core or Capital supports, depending on how your plan is set up. Supply is subject to your NDIS plan and approval — please confirm funding with your planner or plan manager before ordering. Visit our NDIS page for a step-by-step guide.

Velana products are supplied by Australian Healthcare Supplies, a registered NDIS provider based in Perth, Western Australia. We provide NDIS-ready quotes and invoices, and we work with participants, plan managers, support coordinators and occupational therapists every day.

Yes — regularly. We provide detailed quotes, compliant invoices and delivery information to make approvals as smooth as possible. Plan-managed orders are invoiced directly to your plan manager once you approve the quote.

Batteries & Travel

Velana folding wheelchairs and scooters use lithium batteries that are independently tested to the UN 38.3 transport standard, and many customers travel with them. Airlines set their own battery rules, so always check with your airline before flying — battery documentation is available from our team on request.

Charging is as simple as plugging into a standard wall socket, and many models let you charge the battery on or off the chair. Real-world range varies with the model, battery option, terrain, user weight and riding conditions — see the specifications on each product page, and consider a dual-battery option or a Velana Care spare battery if you travel further.

Choosing the Right Product

Start with the essentials: maximum user weight, seat width, recommended user height, total weight and range. Lightweight travel models like the Velana Zephyr and Swift suit frequent transport, everyday models like the Drive and Glide suit daily use, and heavy-duty models like the Terra and Sabar offer extra support and comfort. Our team can help you compare — and we always recommend checking with your doctor, physiotherapist or occupational therapist to confirm a product is suitable for your needs.

We’re based in Perth, Western Australia. Contact our team — we’re happy to talk through the options, share detailed photos, videos and specifications, and discuss what’s possible for your situation.

Still have a question?

Our friendly Perth-based team is happy to help — call +61 8 6186 0001, email [email protected] or contact us online. NDIS participants can also use our NDIS enquiry form.