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Returns Policy

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Cancellation

To cancel an order before it is dispatched, please call 0208 294 5601 immediately. Once an order has been despatched it cannot be cancelled, and the returns process below will come into effect.

 

Returning Products Purchased Online

At Scooter & Mobilitymart, we try our hardest to ensure that all our customers are completely happy with all our products we supply but we understand that sometimes this is not the case.

• You have the right to return your order within 14 calendar days of receiving the goods in an unused condition, in an undamaged state and in the original packaging.

• If an item delivered, is to be returned, you will be responsible for paying for the return fee for returning your item. Return costs are non-refundable. If you require a collection, please call 0208 294 5601 for confirmation of this cost. Once collected you will receive a refund and the collection fee will be deducted from your refund.

• To receive a full refund the product(s) must be returned complete, unused, in an undamaged state and in the original packaging.

• If the product(s) are not returned in their original condition, Scooter & Mobilitymart reserves the right to charge for repair or replacement of any product(s).

• Scooter & Mobiltymart understands that you will unpack and inspect the product(s). But if we believe that the product(s) have been used or installed we will only take a partial refund to cover the loss in value of the product. This may be up to 50% of the original price.

• Unfortunately, we cannot accept returns on product(s) that are Made to Order, have been specially adapted to suit your requirements, or for products that can void Health & Safety regulations if used e.g. incontinence, bathroom or toilet products. A refund can only be given if the product(s) arrives faulty, damaged, or incorrect. For incontinence products, a refund can only be granted if you haven’t opened the outer packaging/wrapping.

 

Store Returns Policy

• Items returned to store are eligible for a credit note or exchange to the value of the order.

• Please contact the store as soon as possible within the returns period to notify us of your decision.

• The item(s) must be returned complete, unused, in an undamaged state and in the original packaging.

• If the item(s) are not returned in their original condition, we reserve the right to charge for repair/restocking fee.

• The customer are responsible for all costs associated with the return of the product

  

Guarantee

If products are faulty

It’s our legal duty to supply products that are fit for purpose and meet satisfactory quality requirements.

As a customer, it’s your legal right to receive either a refund, repair or replacement for products that are either faulty or not what you expected as per the Consumer Rights Act. 

We’ll offer resolutions based on the timelines outlined in the Consumer Rights Act 2015 for products purchased from 1st October 2015 onwards, and those outlined in the Sale of Goods Act for those bought prior to this date.

• If you find a fault with your product, Scooter & Mobilitymart has the choice to either repair or replace it for you. If it’s not possible for us to offer a repair or replacement, we have the right to offer a partial refund or return the product and receive a full refund.

• You can get advice regarding your legal rights from your local Citizens Advice Bureau or Trading Standards office. Nothing in these terms will affect your legal rights.

• The manufacturers will supply a warranty in addition to your rights under the Sale of Goods Act. You will receive a 1-year warranty which covers parts (some exceptions will apply please refer to the individual owner’s manual).

• Please also note that our warranties only cover domestic use; items for use in commercial properties might not be covered.

• Our warranty does not cover items used outside of the UK mainland and does not include the cost of the hire of a replacement product(s). For items purchased outside of mainland UK, we can provide a return to base warranty at our discretion and at your cost.

• Our warranties provide coverage only if you maintain or use the product as directed. For example, our warranty covers only personal uses – as opposed to business uses – of the product. If there are multiple users of the product, then we would not cover any product faults. Please note that if you have made any modifications to the product then this invalidates the manufacturer’s warranty and Scooter & Mobilitymart  guarantee.

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Warranty - Online products only 
The products on our website, have been significantly reduced in price and for us to offer these reduced prices we are only offering a Return To Base and Parts Only Warranty with any items purchased online.

• Coverage Limitation: The warranty covers manufacturing defects only and does not cover damage caused by misuse, negligence, or unauthorized modifications. This means the buyer covers transport costs for repairs or an engineer visit is paid for in advance.

• Return Procedure: If a fault is identified, the customer is responsible for safely packing and returning the product to us. We may be able to assist on collections, however this would be at your cost.

• Return-to-Base (RTB): The item must be returned by the customer to Scooter & Mobilitymart for inspection.

• Parts Only Clause: Warranty repairs/replacements cover the cost of the replacement parts only. Labour costs for fitting are not included in a 'parts-only' warranty. All labour will be charged for.

• Wear and Tear: Standard warranties exclude items like batteries, tyres, bulbs, upholstery, and plastic shrouds.

• Damage in Transit: If an item has been damage in transit we will need to be notified immediately and no later than within 24hours.

• Modifications: Any unauthorized modifications to the product will invalidate the warranty.

Typical Exclusions and Charges

• User Error: Faults due to incorrect charging or misuse are not covered. 

• Incorrect Diagnostics: A charge may be applied if the returned product is found to be non-defective.

• Transportation Damages: Failure to properly package the item for return can result in rejected claims.