Frequently Asked Question

Frequently Asked Questions

  • Can your chairs be used to move someone?

    Yes, our chairs can be used to move someone, however, we would recommend they only be used to move someone from room to room. They should not be used externally or over long distances.

  • Will my chair arrive set up for use?

    Your chair will leave the factory set to the specification on your chair order. We will coordinate a visit with your Seating Specialist when the chair has arrived at the intended location to complete the setup and ensure that you are fully satisfied with your purchase.

  • Is there a user guide for my chair?

    Yes, all our chairs come with a full user guide attached to the chair. On the serial number sticker, there is a bar code you scan which takes you directly to our technical videos. Should you require any further assistance our Customer Care Team is on hand to offer any assistance.

  • How long will it take for my chair to arrive?

    Our standard lead time for manufacturing your chair is approx. 21 days. Please allow 2 days for delivery. There is also the option to fast-track your chair, should you select this option the lead-time on your chair is 5-7 working days until despatch. Speak to our Customer Care Team if you wish to find out more about our fast-track option.

  • How do I order my chair?

    Privately purchased chairs can be ordered directly from Seating Matters. When you have received your chair quote from our Seating Specialist you will be also provided with payment options.

    When payment is received your order will be processed, we will keep in touch and advise you when your chair is ready to be despatched.

    Should your chair be purchased through your local NHS health body, we will process your order immediately upon receipt of an approved Purchase Order. Standard lead times apply.

  • Am I VAT exempt?

    VAT exempt applies to those individuals who are disabled and those who have a chronic illness.

    Who can benefit from VAT exemption:

    Option 1. Handicapped individuals who are chronically sick or disabled and purchase goods for personal or domestic use.

    Option 2. Charities that make goods available to disabled individuals for their personal use or domestic use.

    Option 3. Certain eligible bodies i.e. healthcare, and hospitals with charitable funds may also be vat exempt under separate rules. See VAT notice 701/6.

    For option one, please complete a VAT Exemption form by following the link below:

    VAT Relief Form | Seating Matters

    You can also obtain this form by contacting the Customer Care Team on 02877766624

    For option 2 or 3 please provide full details of the charity including the charity number.

  • How do I charge my chair?

    Your chair should arrive fully charged and ready for use. When you need to recharge your chair you will hear a buzzer warning when a button is pressed on the hand control to advise the battery is low. Plug your charger into the wall socket, you will see a green flashing light on the handset which means your chair is charging, a constant green light means your chair is fully charged. Status lights are also located on the left side of the control box.

  • Where do I locate the serial number on the chair?

    The serial number is located on the back of each chair, on the bottom base, and will start with the initial of your chair i.e. P for Phoenix, S, or Sorrento, followed by 10 numbers which will equate to the year your chair was purchased.

  • How much does a chair cost?

    Chair costs vary depending on the type of chair prescribed and any additional parts and accessories required. You can discuss the options with our Customer Care Team on 028777 66624 or your Seating Specialist.

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