Refunds & Returns Policy

Welcome to the Refunds & Returns Policy of Mobility Scooters UK Ltd (Company No. 12422917). We are committed to ensuring your purchase is safe, secure and fully supported under UK consumer law. This page explains your rights, our responsibilities, and the process for refunds, returns, and exchanges.

Company Details:
Mobility Scooters UK Ltd
Suite Ra01, 195–197 Wood Street
London, E17 3NU
Incorporated January 2020
Contact: [email protected]

Scope

This UK returns policy applies to all customers purchasing mobility scooters and accessories directly from Mobility Scooters UK Ltd via our website, phone, or in-store channels.

Key Rights at a Glance

14-day cooling-off period under UK law for distance sales.
Right to a full refund if the product is faulty, not as described, or damaged.
Clear step-by-step refund procedure for mobility scooters in the UK.
Support with warranty and manufacturer claims.

Cooling-off & Cancellation

You have a statutory right to cancel your order within 14 days of receiving your goods (Consumer Contracts Regulations 2013). You may request a refund without giving a reason.

Returned scooters must be unused, in original condition, and accompanied by proof of purchase.

How to Return an Item

Step-by-step refund procedure (Mobility Scooters UK):

Email [email protected] with your order number and reason for return.
We will provide a Return Authorisation Number (RAN) and instructions.
Package the scooter or accessory securely, using original packaging if possible.
Return the product to the address provided in your RAN confirmation.
Once received, we will inspect the item and confirm your refund, exchange, or replacement.

Faulty Items, Damages & Non-Conforming Goods

If your mobility scooter is faulty, arrives damaged, or does not match the description, you are entitled to a repair, replacement, or refund under the Consumer Rights Act 2015.

Refunds – Timeline & Method

Refund Type	Processing Time	Method
Cooling-off cancellation	Within 14 days of receiving returned item	Contact Us
Faulty/damaged goods	Within 14 days of confirmation	Contact Us
Exchanges	NOT ACCEPTED	...........

Non-Returnable & Excluded Items

The following items cannot be returned unless faulty:

Custom-built or personalised mobility scooters
Hygiene-sensitive items (e.g. cushions, covers) once unsealed
Used mobility scooters outside the cooling-off period

Return Shipping Costs

If you cancel under the 14-day cooling-off period, you are responsible for return shipping costs, unless the item is faulty or damaged. We recommend insured and trackable courier services for large mobility scooters.

Exchanges & Replacements

Exchanges are not allowed

Warranty & Manufacturer Claims

Most of our mobility scooters come with a manufacturer’s warranty. If your scooter develops a fault within the warranty period, please contact us and we will assist with the claim process.

Damaged on Delivery

Please inspect goods on arrival. If you notice damage, sign the delivery note as “damaged” and inform us within 48 hours.

Privacy & Data Handling

Your personal data is used solely to process refunds and returns in line with our Privacy Policy. We comply with GDPR and UK data protection laws.

Dispute Resolution

If you are not satisfied with the outcome of a refund or return, you may raise a dispute with the Financial Ombudsman Service or through UK small claims court procedures.

Changes to Policy

We may update this refunds and returns policy from time to time to reflect changes in UK law or our company practices. Updates will be published on this page.