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Returns and Complaints
Want to deepen your knowledge further? Below you will find everything you need to learn all about our Veloped and Walker rollators
Orders and deliveries
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Delivery
- Are there mobility walker suppliers that provide free trials or returns?
- Can I change the delivery address on DHL shipments?
- Can I pick up my rollator at your warehouse?
- Can I specify the time for DHL delivery?
- Can someone other than me receive the DHL delivery?
- Do walkers include home delivery, and are they easy to set up?
- Do you deliver to Russia or Belarus?
- How can I pre-order if a model is out of stock?
- How long will it take for my order to be delivered to the UK?
- My order and parcel is over a week late and does not appear to be moving for over a week?
- What do I do if the shipment is visibly damaged upon delivery?
- What happens if I'm not home when my order is delivered?
- Where can I find mobility walkers designed for elderly users with stability needs?
- Why are the Trionic rechargeable lights only shipped with UPS?
- Why isn't shipping free on every order?
- Why this product isn’t available for checkout in your region?
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Orders
- Can I buy with VAT Relief?
- Can I pick up my product at your warehouse?
- Can I see or try a Veloped or Walker in a shop?
- Do I need to be home for the delivery?
- Does the Trionic tyre require an inner tube?
- How can I change my order or get a copy of my invoice?
- How can I contact Trionic Customer Service?
- How do I get a refund?
- How do I order a free catalogue?
- How is my product delivered?
- How to order a Trionic rollator?
- I haven't received my order confirmation?
- What are the shipping costs?
- What are Trionic Customer Service opening hours?
- What duty has to be paid?
- What is the difference between the Veloped 12er and the 14er?
- What is the price of the product?
- What mobility walker options come with warranty and after-sales support?
- Where can I see or try a Trionic?
- Will health insurance or an allowance cover the cost of a Trionic?
Returns and Complaints
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Returns and Complaints
- How do I cancel my order?
- How do returns work?
- How long will it take me to be refunded for my return?
- How to pack a Veloped for return shipment?
- What happens if I'm not satisfied with the Veloped or Walker?
- What is your return policy in the EU?
- What should I do if I have a complaint?
- Will I pay extra shipping costs when returning products from the UK?
Purchase and Payments
- How do I buy a Trionic rollator in Italy: 4% VAT, ASL and tax deductions
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APA
- Can the APA fund a Veloped or Walker?
- Direct purchase or coverage – which to choose?
- Does French social security reimburse a rollator?
- How do I obtain a Trionic Veloped or Walker with coverage?
- What is the role of the mutuelle (complementary insurance)?
- Which documents does Trionic provide for my application?
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Buy with Klarna
- Can I pay less than the amount owed to Klarna each month?
- How do Klarna Pay in 3 and Pay in 30 days work in the UK?
- How does Klarna decide whether to approve my purchase?
- How does Pay Later with Klarna work in the UK?
- I have not received my order. What happens to my Klarna statement?
- My Klarna statement is incorrect. What should I do?
- What payment options does Klarna offer?
- Who is Klarna?
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Krankenkasse
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Payments
- Am I eligible for Pay with Klarna?
- Are Veloped/Rollators paid for or subsidized by my health insurance?
- Can I order now and pay after delivery?
- Can I pay in instalments?
- How do I manage my Klarna account?
- There's something wrong with my order. Do I still need to pay for it?
- What do I need to provide when I make a purchase with Klarna?
- What do you need to make a bank transfer?
- What happens if I'm unable to make payments to Klarna?
- What happens with the repayment agreement if I cancel or return my order?
- What payment options does Trionic accept?
- What should I do if I haven't received an email with my payment or statement information?
- When is my Klarna payment due?
- Why is my card not accepted?
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PGB
- Can I pay for a Veloped or Walker with a PGB? (Netherlands)
- Does my supplementary insurance reimburse a rollator? (Netherlands)
- How do I apply for a PGB? (Netherlands)
- Is a rollator reimbursed through the Wmo or health insurance? (Netherlands)
- What is the difference between a provision in kind and a PGB? (Netherlands)
- What is the personal contribution (eigen bijdrage) for the Wmo? (Netherlands)
- When am I eligible for Wmo tailored support? (Netherlands)
- Which documents does Trionic provide for my Wmo or PGB application? (Netherlands)
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Purchase
- Are the Trionic rollators covered by insurance providers in Australia?
- Can I pay by invoice in the UK?
- Can I rent an outdoor walker in the UK?
- Can I try a walker before I buy, and how do returns work?
- Can I use a doctor's prescription for this walker?
- Do you have an assistive device number?
- Do you work with medical supply stores (Sanitätshäuser) in Germany?
- Does Trionic offer discounts or promotion codes?
- How can I order a Trionic product?
- How do I get the best value on a lightweight outdoor walker?
- How do you ship to the UK?
- How is Social Security coverage handled in France?
- How much does the German Krankenkasse pay for a Trionic rollator?
- I am a dealer, retailer or institution – how do I get prices and a quote?
- Is my payment information safe?
- Is there a dealer in the United States?
- Problems making a payment with 3D Secure?
- Problems paying with your card in the checkout?
- The email address when you are logged in
- What does Brexit mean for Trionic customers in the UK?
- What if my PayPal payment did not go through?
- What is a free choice system?
- What is Klarna's Buyer Protection Policy?
- What is Trionic's physical address?
- What mobility walker models are recommended for daily outdoor use?
- What payment options do you offer?
- What should I do if I can't proceed with the checkout?
- What warranty and after-sales support come with a Trionic walker?
- Where can I buy reliable mobility walkers near me?
- Where can I find a dealer or shop of Trionic products?
- Why did my card payment fail?
- Will German health insurance (Krankenkasse) pay for a Trionic?
- Will I be charged any extra costs for ordering and having delivery to the UK?
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VAT Relief
- Can I get a rollator funded in the UK? NHS, council, Motability and other options
- Do I need to claim the VAT back from HM Revenue & Customs (HMRC)?
- How do I know if I qualify for VAT Relief?
- How do we claim the VAT-free option regarding disability?
- What counts as a long-term illness or disability?
- What is VAT relief?
- Which conditions are considered to be long-term illnesses?
- Who qualifies for VAT relief?
Rehabilitation and support
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Best Outdoor Rollator
- Is a premium all-terrain rollator worth the price compared to a standard rollator?For frequent outdoor use a premium all-terrain rollator is usually worth it: bigger pneumatic tyres, stronger frames and better steering last longer. Read full answer →
- Should I choose the lightest rollator?The lightest rollator isn't always best outdoors. Larger wheels and pneumatic tyres give a smoother, more stable ride than small, hard wheels. Read full answer →
- What is the best mobility aid for challenging outdoor terrain?For the toughest outdoor terrain the three-wheeled Trionic Veloped performs best: pneumatic tyres, front suspension and a patented Climbing Wheel. Read full answer →
- What is the best rollator for reliable everyday outdoor use?The Trionic Walker 12er is the best all-round rollator for everyday outdoor use: 12″/31 cm pneumatic tyres, Syncro Steering and a built-in seat. Read full answer →
- Which rollator is best for mixed outdoor terrain?For mixed outdoor terrain the Trionic Walker 12er balances comfort, stability and manoeuvrability, with 12″/31 cm tyres and Syncro Steering. Read full answer →
- Which rollator is best for pavements, parks and everyday errands?For pavements, parks and everyday errands the compact Trionic Walker 9er is the best choice, with puncture-free 9″/23 cm SuperSoft solid tyres. Read full answer →
- Which rollator is best for rough trails or forest paths?For rough trails and forest paths the Trionic Walker 14er is the best in the range: 14″/36 cm tyres roll over roots, ruts and loose gravel. Read full answer →
- Which walker is best for elderly users who need extra stability?For older users needing extra stability, larger pneumatic tyres, a wide wheelbase and Trionic Syncro Steering give a steadier, more confident walk. Read full answer →
- Which walker is best for people with arthritis or a weak grip?For arthritis or a weak grip, look for ergonomic handles, light Syncro Steering and easy brakes. Trionic offers a single-hand brake option. Read full answer →
- Is a premium all-terrain rollator worth the price compared to a standard rollator?
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Customer support
- Do I need a walking aid or a rollator?
- Do rollators prevent falls?
- Does Trionic make a bariatric rollator?
- Does Trionic sell mobility walkers with warranty and after-sales support?
- What is the best rollator for persons with Ataxia?
- Which rollator is best for beach walking?
- Who Invented the Rollator?
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Rollator for Long-term Use
- Can an outdoor walker be used in all seasons?Can an outdoor walker be used all year round? Yes — Trionic's 12″/31 cm and 14″/36 cm pneumatic tyres grip on wet, gravel and uneven ground in every season. Read full answer →
- Can I use an outdoor walker every day?Can you use an outdoor walker every day? Yes — the Trionic Walker and Veloped are built for daily use, with pneumatic tyres and durable braking. Read full answer →
- How do I choose an outdoor walker that will last for years?Choosing an outdoor walker built to last: a rustproof aluminium frame, quality components and replaceable wear parts. How Trionic compares. Read full answer →
- Is it better to buy a premium outdoor walker?Is a premium outdoor walker worth it? A Trionic Walker or Veloped costs more upfront but lasts years, with replaceable parts and a lower cost per year of use. Read full answer →
- What maintenance does an outdoor walker require?How much upkeep does an outdoor walker need? Very little — check tyre pressure and brakes and replace wear parts. Simple care keeps a Trionic rolling for years. Read full answer →
- What wheel size is best for an outdoor walker?What wheel size is best outdoors? 12–14″ (31–36 cm) wheels roll best over pavements, gravel and grass — match Trionic's 9″, 12″ and 14″ Walkers to your terrain. Read full answer →
- Can an outdoor walker be used in all seasons?
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Trionic Walking
- Best Walker for MS Patients — Trionic for Multiple Sclerosis
- Can Trionic Walking help you burn more calories?
- How about reducing body impact and stress with Trionic Walking?
- Is walking with a rollator good exercise?
- What are the Veloped advantages?
- What is the best basic rollator technique?
- What is the history of Veloped?
- What is Trionic Walking?
- Where can I find the 12-week Walking Program?
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Assistive Device Programs
- How can I get funding for a rollator or mobility aid to help me work in Great Britain (UK)?
- How Can You Fund or Raise Money for a Trionic Veloped, rollator, or Walker?
- How do I get a rollator in Sweden and is there financing?
- How do I get a walker if I have a disability in Norway?
- How to get a rollator for a person with a disability in Chile?
- How to Get a Rollator or Trionic Veloped in Finland?
- How to Get Funding for a Rollator in Mexico?
- Is the rollator covered by the French Health Insurance?
Product Care & Service Instructions
Membership & Rewards
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Benefits
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Membership
- Can my Trionic Rewards benefits ever change?
- Can Trionic Rewards be terminated?
- Does it cost anything to begin earning Trionic Rewards?
- How do I sign up for Trionic Rewards?
- I already have an account. Do I need to create a new one to earn rewards?
- I have old or multiple email addresses. Can I combine my accounts and earnings?
- What am I agreeing to by joining Trionic Rewards?
- What is the Trionic Ambassador Agreement?
- What is Trionic Rewards?
- Who is eligible to join Trionic Rewards?
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Referrals
- Can I refer customers from other countries?
- How can I track the status of my referrals?
- How do I refer a friend?
- I referred friends to Trionic before the Trionic Rewards program existed. Do I not get anything for it?
- What if I refer someone who forgets to use my referral code?
- What is an Ambassador?
- Where can I find my referral link?
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Rewards Credits
- Do my Credits and benefits have any cash value?
- Does Trionic Rewards Credit expire?
- I’ve referred several friends but haven’t received Rewards Credit for it. Is there something else I need to do?
- Is there a limit to how much Rewards Credit I can earn?
- What happens to my Trionic Rewards Credit if I return a product or if an order is cancelled?
Products and Information
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General
- Are larger wheels better on a rollator?
- Are Trionic rollators and mobility walkers suitable for people with arthritis?
- Are you able to install the brake on the Walker before delivering it?
- At what height should I push my rollator?
- Can a rollator be taken to the cabin when I fly?
- Can I buy a front wheel for the Veloped separately?
- Can I leave my Trionic outside in all weathers?
- Can I take my Trionic Veloped on a plane?
- Can I try a Veloped or Walker before I buy?
- Can the Trionic Walker be used during winter on the snow?
- Can you fit the Trionic rollator into a car?
- Can you push someone in a rollator?
- Compare the Trionic Veloped and a Trionic Walker on bumpy surfaces?
- Do all Trionic Velopeds and Walkers come fully assembled?
- Do you have a curb assistant?
- Do you have touch-up paint available for specific models?
- Do you offer rollators with forearm supports (armrests)?
- Do you sell electric or motor-assisted rollators?
- Do you sell second-hand or refurbished rollators?
- Does the Veloped come with tyres included?
- Does Trionic make electric rollators, rollator-wheelchair combinations or other mobility products?
- Does Trionic offer a guarantee?
- Does Trionic Veloped provide seating?
- How can I get my rollator serviced?
- How can you transport your Veloped/Walker on a bike rack?
- How do I detach/attach the Walker seat cover?
- How do I determine the right grip height of my rollator?
- How do I fit a monopod to my Trionic rollator?
- How high and how wide is the seat?
- How might my experience with Trionic be improved by registering?
- How much weight can the rollator hold?
- How to change the Veloped Climbing Wheel settings between the terrain- and city-mode?
- How to measure the hand grip size?
- How to pump up Trionic rollator tyres?
- How to put the Walker rollator into the car trunk?
- Is it possible to put skis on the Trionic Walker or Veloped?
- Is the back strap on the rollator Walker removable?
- Is the rollator assembled on delivery?
- Is the rollator foldable?
- Is the Veloped easy to set up at home?
- Tariffs on Walking Aids in the US
- What are the advantages of an all-terrain rollator?
- What are the benefits of rollators?
- What are the best features to look for in an outdoor rollator?
- What are the dimensions of the rollator Walker?
- What are Trionic rollators made of, and can they handle mud, stones and rough ground?
- What brand offers mobility walkers with adjustable height?
- What changes have been made to the design of the new golf bags?
- What colours does each Trionic model come in?
- What if my air-inflated tyre gets a puncture?
- What is BioKork?
- What is included with the rollator?
- What is proper air pressure for my Veloped/Walker tyres?
- What is the best way to fly with a rollator?
- What is the difference between Trionic Walker and Trionic Veloped?
- What is the safest rollator?
- What is the Trionic Design Philosophy?
- What is the Trionic Quality Mission?
- What is the width of the Walker/Veloped rollators?
- Where can I buy spare parts, and how do I find the right part?
- Where can I find videos about the products?
- Where do I find my product number and/or serial number?
- Where is Trionic made?
- Which accessories are available for my Trionic?
- Which accessories fit my Walker or Veloped?
- Which grips should I choose?
- Which size should I choose for my height?
- Which tubes should I choose?
- Which tyres does the Trionic Walker use?
- Which Veloped/Walker would you recommend for longer walks on uneven or sandy ground, e.g., on the beach?
- Who provides a guarantee when I order a Trionic rollator online?
- Who will take care of maintenance or repairs on the Walker/Veloped?
- Why do my hands hurt when walking with a rollator?
- Why is one front wheel on the Veloped higher than the other?
- Will I be able to manage and use the Trionic rollators?
- Will the Veloped or Walker fit in an SUV or car boot?
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Veloped
- Can I jog or run with a Veloped?
- Can I take the Veloped into the sea?
- Can I use the Veloped with one hand?
- Can the Trek seat/shoulder bag be used on the other Veloped models, such as the Sport?
- How do I change the grips on my Veloped?
- How does the Cane holder work on the Trionic Veloped?
- How heavy is the Veloped?
- How large is the Trionic Veloped basket?
- How to put the Veloped into the car trunk?
- How to use and attach the integrated rain cover?
- How wide is it between the handles on the Veloped?
- Is a Veloped equally as stable as a 4-wheeled rollator?
- Is the textile kit for the Veloped included in the delivery?
- Is the Veloped Large suitable for me?
- What does the backrest padding do?
- What is a Veloped?
- What is the difference between the Veloped models?
- What is the Trionic Climbing Wheel?
- Which Trionic size fits my height?
- Which Veloped tyres should I choose?
- Why Do the Veloped Models Have Different Weights?
- Why is the Veloped stated to be a three-wheeler, but it has four wheels?
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Walker
- Are Trionic walkers foldable and easy to transport?
- Big-wheeled rollator — what does it mean and who is it suitable for?
- Can a walker be fitted to my height and build?
- Can I adjust the handle height on a Trionic walker?
- Can I fit 14-inch wheels on a Trionic Walker 12er?
- Can I use the Trionic X-Country Tyres on the Trionic Walker?
- Can Rollators Prevent Falls in the Elderly?
- Can the Rollator Trionic Walker 9er be used for outdoor walks?
- Can You Sit on a Rollator and Be Pushed?
- Can You Use a Rollator on Grass?
- Do Trionic walkers have a bag or basket for storage?
- Do Trionic walkers have ergonomic handles?
- Does Trionic offer an indoor rollator?
- How do I change the grips on my Walker?
- How do I detach/attach the Walker basket?
- How heavy is the Trionic Walker rollator?
- How to Control the Speed of Your Rollator?
- Is it comfortable even with solid tyres on rollators?
- Is the Trionic Walker basket removable?
- Is the Walker 9er a combined indoor and outdoor rollator?
- What are the benefits of using a rollator?
- What makes the Trionic Walker 9er different from a traditional indoor rollator?
- Which backrest should I choose?
- Which tyres should I choose for the Trionic Walker?
- Who Should Use a Rollator?
- Why must all wheels be on the ground when walking with a rollator?
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Folding Stool
- Can I use my folding stool as a portable step stool?
- Can the folding stool be used in the sand?
- How do I know which Trionic Comfort stool to order?
- How do you mean when the folding stool offers two sitting positions?
- What are the Folding stool Steady bands for?
- What can I do if a leg squeaks when folding out?
- What to do if the lower leg detaches when retracting it?
- Why does the 3-legged folding stool have such high maximum weight capacities?
- Why won't one lower leg of my stool collapse (fold) into the upper leg, and what can be done?
Troubleshooting
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Veloped
- How do I do service & maintenance on my Trionic Veloped?
- How do I replace the grips on a Veloped from 2008-2014?
- How to lower/raise the grip bar on the Veloped?
- Is it possible to rebuild a Veloped from 12" to 14"?
- My Veloped folding push-button won't hold or stays pressed in – what can I do?
- The Trionic Climbing Wheel fell off and I can't get it to hold on anymore. What do I do now?
- What if I have trouble making turns and steering my Veloped?
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Walker
- How do I assemble the Syncro Steering Strap?
- How do I attach the red strap to the Trionic Walker?
- How do I center the Trionic brake?
- How do I change the seat on the Trionic Walker?
- How do I fix a creaky sound on my Walker?
- How do I replace the latch on a Trionic Walker?
- How to adjust the Trionic Walker Syncro Steering?
- How to remove and replace the tyre on 9-type Walker?
- My Walker is hard to fold, or the folding lock is jammed – what can I do?
- The front right Walker wheel has started to wobble and turn sideways?
- Unfortunately, the wheel squeaks a lot when I walk. What can I do?
- What maintenance does a Trionic rollator require?
- What should I do if there is a ticking noise in the Trionic Walker when I turn?
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Services
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Brakes
- How can I remove the cable/cable head from the brake lever?
- How do I adjust the brake cable tension on my Veloped/Walker?
- How do I adjust the brakes on my Veloped/Walker?
- How do I remove/attach the brake hub on a Trionic?
- My brake is worn out, how do I change it?
- The brake lever on one side has no braking impact?