TERMS & CONDITIONS

1. About Us

These Terms and Conditions govern the sale of products by Tandex Ltd, trading as BritMobility , through our websites and online marketplaces.

By placing an order with us, you confirm that you have read and accepted these Terms and Conditions.

Our company details are:

Tandex Ltd

Company Registration Number: 12260278

VAT Number: GB394650291

Registered Office:

Unit 16

Fleets Industrial Estate

Willis Way

Poole

Dorset

BH15 3SU

United Kingdom

Email:

info@britmobility.co.uk

2. Definitions

Throughout these Terms:

"Company", "we", "our", "us" means Tandex Ltd.

"Customer", "you", "your" means the purchaser.

"Products" means all mobility scooters, powered wheelchairs, batteries, accessories and spare parts supplied by us.

3. Placing an Order

When you place an order, you are making an offer to purchase goods.

An order is only accepted once it has been dispatched.

We reserve the right to cancel any order before dispatch where:

stock is unavailable;
pricing errors have occurred;
fraud is suspected;
payment cannot be authorised;
delivery restrictions apply.

If payment has already been taken, a full refund will be issued.

4. Product Information

We make every effort to ensure that all descriptions, photographs, specifications and prices are accurate.

However:

colours may vary slightly depending on your display;
product images are for illustration purposes;
manufacturers may improve specifications without prior notice;
dimensions and weights are approximate unless otherwise stated.

Such changes do not affect your statutory rights.

5. Pricing

All prices shown exclude UK VAT

Prices may change without notice before an order is placed.

Once your order has been accepted, the price will not change.

6. Payment

We accept secure payment through approved payment providers.

We never store your full payment card details.

Orders will only be dispatched once payment has been successfully authorised.

7. VAT Relief

Eligible customers may claim VAT Relief on qualifying mobility products in accordance with HMRC regulations.

Providing incorrect information to obtain VAT Relief may constitute an offence under UK law.

8. Stock Availability

Most products shown are held in stock.

If an item unexpectedly becomes unavailable after purchase, we will contact you promptly to offer:

an estimated delivery date;
an alternative product;

a full refund.

9. Product Suitability

It is your responsibility to ensure the product is suitable for your intended use.

If you are unsure which mobility scooter or powered wheelchair is most appropriate, please contact us before placing an order.

We are always happy to provide advice.

10. Safety

Before using any product you must:

read the instruction manual;
ensure the battery is correctly fitted;
inspect the product before each use;
ensure all controls operate correctly;
never exceed the maximum user weight;

only use approved chargers supplied or recommended by us.

Failure to follow these instructions may cause damage which is not covered under warranty.

11. Lithium Batteries

Many of our products contain lithium-ion batteries.

Customers must:

use only the supplied charger;
never immerse batteries in water;
avoid impact damage;
store batteries in a dry environment;
never modify battery wiring;

discontinue use immediately if the battery becomes swollen, damaged or overheats.

Lithium batteries must only be transported in accordance with current courier regulations.

12. Delivery

We aim to dispatch all in-stock orders as quickly as possible.

Orders placed before our daily dispatch cut-off are normally dispatched the same working day (Monday to Friday, excluding Bank Holidays).

Dispatch times may occasionally vary during periods of exceptionally high demand.

12.1 Mainland UK Deliveries

Mobility scooters, powered wheelchairs and other large items are normally delivered using FedEx Next Working Day.

Most customers receive their order on the next working day after dispatch.

Deliveries to remote Scottish Highlands, Islands and other remote locations may take longer.

12.2 Northern Ireland

Orders delivered to Northern Ireland are normally sent using ParcelForce.

Typical delivery time is 3–4 working days, although delays outside our control may occasionally occur.

12.3 Spare Parts & Accessories

Smaller parcels, including spare parts, chargers, accessories and replacement components, are normally dispatched using Royal Mail Tracked 48.

Delivery times are estimates only and are not guaranteed.

12.4 Tracking

Once your order has been dispatched you will automatically receive:

a tracking number;
courier details;
estimated delivery information where available.

Customers are responsible for monitoring the tracking information provided.

12.5 Delivery Address

Please ensure your delivery address is correct before placing your order.

If an incorrect address has been provided, additional courier charges may apply.

We are unable to accept responsibility for delays caused by incorrect customer information.

12.6 Failed Deliveries

If delivery cannot be completed because:

nobody is available;
access cannot be obtained;
the address is incorrect;
delivery is refused;

the courier may return the goods to us.

Any additional delivery charges imposed by the courier may be deducted from any refund or charged before re-delivery.

12.7 Safe Place Deliveries

If you instruct the courier to leave your parcel in a safe place or with a neighbour, responsibility for the goods transfers to you once the courier confirms delivery.

We cannot accept responsibility for parcels that are subsequently lost or stolen after being delivered in accordance with your instructions.

12.8 Delivery Delays

Estimated delivery dates are provided in good faith.

Occasionally deliveries may be delayed due to:

severe weather;
courier operational issues;
traffic incidents;
customs procedures;
public holidays;
industrial action;

circumstances beyond our reasonable control.

Such delays do not normally entitle the customer to compensation.

13. Receipt of Goods

Customers should inspect their delivery as soon as reasonably possible.

13.1 Damaged Packaging

If the outer packaging appears significantly damaged, we recommend:

photographing the parcel before opening;
checking the contents immediately;
reporting any damage to us within 48 hours.

Please retain all original packaging until the claim has been completed.

13.2 Missing Items

Any missing accessories or components should be reported within 48 hours of delivery.

We may ask for photographs of the packaging before arranging replacements.

13.3 Transit Damage

If your goods have been damaged during transport, please contact us immediately.

Photographs of:

the outer box;
internal packaging;
damaged product;

will normally be required before a courier claim can be submitted.

13.4 Signature

Where a signature has been obtained by the courier, this is normally accepted as evidence of delivery.

If a delivery is disputed, we will fully cooperate with the courier's investigation.

Replacement or refund cannot normally be provided until the courier has completed its investigation.

14. Original Packaging

Many of our products contain lithium batteries and are classified by couriers as dangerous goods.

For this reason, mobility scooters and powered wheelchairs should always be returned in their original packaging, including all protective inserts.

Failure to use suitable packaging may result in:

transit damage;
courier refusal;
delays in processing;
additional charges.

If the original packaging has been discarded, replacement packaging may be available to purchase, subject to availability.

15. Order Acceptance

Risk in the goods passes to the customer upon successful delivery.

Ownership of the goods remains with Tandex Ltd until payment has been received in full.

16. Consumer Rights

Nothing in these Terms and Conditions affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.

If your goods are faulty, not as described or not of satisfactory quality, you may have legal rights to a repair, replacement or refund depending on the circumstances.

17. Right to Cancel

If you purchased your goods online, by telephone or by another distance selling method, you have the right to cancel your order under the Consumer Contracts Regulations 2013.

You may cancel your order within 14 calendar days beginning the day after you receive your goods.

To exercise this right, you must notify us in writing before the cancellation period expires.

18. Returns

Before returning any item, you must contact our Customer Service team to obtain return instructions.

Please do not return any product without our written authorisation.

Returns received without prior contact may experience delays while we identify the sender and assess the reason for return.

18.1 Fault Reporting

If you believe your product has developed a fault, please contact us before arranging a return.

To help diagnose the issue quickly, we may request:

photographs;
a short video;
the serial number;
a description of the fault;
confirmation of any troubleshooting already carried out.

Many issues can be resolved remotely without returning the product.

18.2 Remote Troubleshooting

As mobility scooters are complex electrical products, we may ask you to carry out simple troubleshooting procedures before arranging a return.

These may include:

checking battery installation;
checking freewheel mode;
checking charging status;
checking connectors;
performing a reset procedure.

This allows many faults to be resolved quickly without unnecessary transport.

18.3 Return Packaging

Where a mobility scooter or powered wheelchair is authorised for return, it must be securely packed in the original packaging, including all protective inserts where possible.

This is required because many couriers classify products containing lithium batteries as regulated goods.

If the original packaging has been discarded, replacement packaging may be available to purchase, subject to availability.

Failure to package the goods appropriately may result in transit damage, which remains the responsibility of the sender.

18.4 Return Shipping

Where a return is due to:

a manufacturing fault;
an incorrect item supplied by us;
goods damaged during transit;

we will arrange collection or reimburse reasonable return costs where appropriate.

Where the customer is returning goods because:

they have changed their mind;
the product is no longer required;
an incorrect item was ordered by the customer;
the item is unsuitable despite matching its description;

the customer is responsible for return shipping costs unless otherwise agreed.

18.5 Inspection

All returned goods are inspected upon arrival.

Inspection may include:

safety checks;
battery testing;
electronic diagnostics;
road testing where appropriate.

This process ensures any reported fault can be accurately verified.

18.6 No Fault Found

If our inspection confirms that:

no manufacturing fault exists;
the product operates correctly;
the reported issue cannot be reproduced;

we will explain our findings and discuss the available options before returning the product.

If the issue relates to user operation, incorrect settings or a misunderstanding of the product's operation, this does not constitute a manufacturing fault.

18.7 Damage Caused by Misuse

Warranty does not cover damage resulting from:

accidents;
collision damage;
water ingress;
corrosion;
overloading;
misuse;
modification;
unauthorised repairs;
incorrect charging;
use of incompatible accessories;
normal wear and tear.

19. Refunds

Where a refund is approved, it will normally be processed using the original payment method.

Refund processing times depend upon the payment provider and may take several working days after being authorised.

19.1 Returned Condition

Returned goods should be:

clean;
complete;
include all accessories;
include battery and charger where supplied;
include keys where applicable;
securely packaged.

Missing accessories may reduce the refund where legally permitted.

19.2 Used Goods

Where a customer exercises their statutory right to inspect goods under the Consumer Contracts Regulations, they may handle the goods only to the extent necessary to establish their nature, characteristics and operation.

If goods have been used beyond what would reasonably be permitted in a retail showroom, we reserve the right to reduce any refund to reflect any loss in value, as permitted by law.

20. Warranty

Unless otherwise stated, our mobility scooters and powered wheelchairs are supplied with a 12-month manufacturer's warranty against manufacturing defects.

The warranty period begins on the date of delivery.

20.1 Warranty Covers

The warranty covers defects resulting from:

faulty materials;
manufacturing defects;
defects in workmanship.

At our discretion, we will:

repair the product;
replace defective components;
replace the product where appropriate.

20.2 Repair Times

Our aim is to inspect returned mobility scooters within 48 working hours of arrival.

Where replacement parts are immediately available, repairs are usually completed as quickly as possible.

If parts need to be ordered from the manufacturer, additional time may be required.

20.3 Replacement Parts

Where appropriate, replacement parts may be supplied directly to customers.

In some cases, fitting may be carried out by the customer or a suitably competent person.

20.4 Warranty Exclusions

The warranty does not cover:

cosmetic damage;
punctures;
tyres;
inner tubes;
upholstery wear;
batteries naturally losing capacity over time;
accidental damage;
abuse;
water damage;
commercial use where the product is intended for domestic use;
normal wear and tear.

20.5 Unauthorised Repairs

Repairs or modifications carried out without our prior written approval may invalidate the warranty where they contribute to the reported fault.

21. Service & Repairs

At Tandex Ltd, we operate our own dedicated workshop and service centre in Poole, Dorset, specialising in the inspection, diagnosis and repair of mobility scooters and powered wheelchairs supplied by us.

Our objective is to return your product to you as quickly as possible while ensuring it meets our quality and safety standards.

We currently provide warranty repairs only for products originally supplied by Tandex Ltd or its trading brands. Unfortunately, we are unable to repair or service products purchased from other retailers unless agreed in writing.

21.1 Before Returning a Product

Before arranging a return, please contact our Customer Service team.

Many issues can be resolved without returning the product. To assist our technicians, we may ask you to provide:

a description of the problem;
photographs;
a short video demonstrating the issue;
the product serial number;
confirmation of any troubleshooting already carried out.

This often enables us to diagnose and resolve issues much more quickly.

21.2 Inspection

All returned products undergo an initial inspection upon arrival.

Depending on the reported issue, this may include:

battery performance testing;
charger testing;
controller diagnostics;
motor testing;
electrical safety checks;
mechanical inspection;
folding mechanism inspection;
road testing where appropriate.

Additional testing may be carried out where necessary.

21.3 Repair Times

Our aim is to begin inspecting returned products within 48 working hours of arrival at our workshop.

Where replacement parts are immediately available, most repairs are completed within 24–48 working hours following inspection.

If specialist components need to be ordered from the manufacturer or supplier, repairs may take longer. Should this occur, we will keep you informed of the expected timescale.

Whilst we always aim to meet these targets, repair times are estimates only and may occasionally be affected by parts availability, courier delays or periods of high demand.

21.4 Replacement Parts

Where appropriate, we may choose to:

supply replacement parts directly;
carry out the repair in our workshop;
replace the complete product;
provide another suitable remedy in accordance with your statutory rights.

The chosen solution will depend upon the nature of the fault.

21.5 Final Testing

Before any repaired product is returned, it undergoes final testing to confirm that the reported fault has been resolved and that the product operates safely.

Where appropriate, technicians will also:

verify battery charging;
test drive functions;
check braking performance;
inspect steering and folding mechanisms;
confirm that all safety-related systems operate correctly.

21.6 Cleaning

Where reasonably possible, repaired products will be cleaned before being returned.

Customers are requested to return products in a reasonably clean condition.

Products returned in an excessively dirty or contaminated condition may require cleaning before inspection, which could delay the repair process.

21.7 Products Found Not to Be Faulty

If our inspection confirms that no manufacturing fault exists, we will provide an explanation of our findings and discuss the available options before returning the product.

Examples include:

incorrect operating mode;
discharged battery;
incorrectly fitted battery;
freewheel mode engaged;
user operation issues;
no fault found during comprehensive testing.

21.8 Out-of-Warranty Repairs

Where a product is outside its warranty period, we will normally provide a quotation before carrying out any chargeable repair.

No repair work will be undertaken without the customer's approval.

21.9 Customer Communication

We understand how important mobility equipment is to our customers.

Our aim is to keep customers informed throughout the repair process and to answer any questions as quickly as possible.

21.10 Storage of Uncollected Products

If a repaired or returned product is not collected, or delivery cannot be arranged, we will make reasonable attempts to contact the customer.

Products remaining unclaimed for more than 90 days after we have notified the customer that they are ready for collection or dispatch may incur reasonable storage charges.

If, after repeated attempts to contact the customer, the product remains unclaimed for an extended period, we reserve the right to dispose of or otherwise deal with the product in accordance with applicable UK law. Any outstanding charges may be deducted from the proceeds where legally permitted.

22. Spare Parts Availability

We aim to keep a wide range of genuine replacement parts in stock to support products supplied by Tandex Ltd.

Where a part is temporarily unavailable, we will advise the customer of the expected availability where possible.

Some replacement parts may become unavailable if a product has been discontinued or where the original manufacturer no longer supplies them.

Where appropriate, compatible replacement parts may be offered.

23. Batteries

Rechargeable lithium-ion batteries are consumable components and their capacity will naturally reduce over time depending on:

age;
charging cycles;
storage conditions;
frequency of use;
operating temperatures.

A gradual reduction in battery capacity over time does not constitute a manufacturing defect.

Customers should follow all charging instructions provided with the product.

24. Product Modifications

Customers must not modify any electrical or mechanical components of the product unless authorised by Tandex Ltd.

This includes, but is not limited to:

controllers;
motors;
batteries;
chargers;
braking systems;
wiring;
speed limitation systems.

Unauthorised modifications may invalidate the warranty and may compromise the safety of the product.

25. Software & Firmware

Where applicable, products may contain electronic control systems or firmware.

From time to time manufacturers may introduce improvements or updates.

We reserve the right to install updated components or firmware during warranty repairs where this improves product reliability or safety.

26. Limitation of Liability

Nothing within these Terms excludes or limits liability where such limitation would be unlawful under UK legislation.

Subject to applicable law, Tandex Ltd shall not be liable for:

indirect losses;
consequential losses;
loss of business;
loss of profits;
loss of income;
loss of opportunity;
inconvenience caused by temporary loss of mobility equipment;
costs arising from delayed delivery beyond our reasonable control.

Our total liability shall not exceed the purchase price paid for the product giving rise to the claim, except where UK law provides otherwise.

27. Force Majeure

We shall not be liable for any delay or failure to perform our obligations where such delay results from circumstances beyond our reasonable control.

These include, but are not limited to:

severe weather;
flooding;
fire;
war;
terrorism;
strikes;
pandemics;
government restrictions;
transport disruption;
shortages of materials or components;
courier failures;
power failures;
cyber attacks.

During such events, our obligations shall be suspended until normal trading can reasonably resume.

28. Intellectual Property

All content published on our websites, including but not limited to:

photographs;
product descriptions;
graphics;
logos;
videos;
manuals;
website design;

remains the property of Tandex Ltd or its licensors unless otherwise stated.

No material may be copied, reproduced or distributed without our prior written permission.

29. Customer Reviews

We welcome genuine customer feedback.

However, we reserve the right to investigate and challenge reviews that are:

knowingly false;
misleading;
defamatory;
abusive;
fraudulent;
published by persons who have not purchased the product.

Nothing in this section limits any customer's legal right to leave an honest review based on their genuine experience.

30. Fraud Prevention

To protect our customers and our business, we reserve the right to carry out reasonable verification checks before dispatching high-value orders.

Orders suspected of fraud may be delayed or cancelled.

Where fraud is suspected, information may be shared with payment providers, law enforcement agencies or fraud prevention organisations where permitted by law.

31. Complaints

If you are dissatisfied with any aspect of our products or services, please contact us as soon as possible.

We aim to acknowledge complaints promptly and to resolve most issues within a reasonable timeframe.

Many problems can be resolved quickly through our Customer Service team without the need for formal complaints procedures.

32. Governing Law

These Terms and Conditions shall be governed by and interpreted in accordance with the laws of England and Wales.

Any disputes arising in connection with these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales unless applicable consumer legislation provides otherwise.

33. Severability

If any provision of these Terms is found by a court to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

34. Changes to These Terms

We reserve the right to amend these Terms and Conditions from time to time.

The version published on our website at the time an order is placed shall apply to that order.

35. Contact Details

If you have any questions regarding these Terms and Conditions, please contact us: