Refund policy

Returns and Refunds

We want you to feel confident when ordering from BritMobility. This policy explains how to cancel an order, return an unwanted product, report a fault or delivery issue, and request a refund.

Returns at a Glance

14-day cancellation right: Consumers purchasing online may notify us that they wish to cancel within 14 days of receiving their order.

Additional 30-day returns policy: We may accept eligible unused products for return for up to 30 days from delivery under our additional returns policy.

Contact us first: Please contact BritMobility before sending any product back so that we can provide the correct return instructions.

Who This Policy Applies To

This policy primarily applies to consumers who purchase directly from the BritMobility website. It does not remove or restrict any rights you may have under UK consumer law.

Orders placed through Amazon, eBay, B&Q or another marketplace may also be subject to that marketplace's return process. Trade and wholesale purchases are subject to separate business-to-business conditions explained later in this policy.

Cancelling Before Dispatch

Please contact us as soon as possible if you wish to cancel or change an order before it has been dispatched.

We will try to stop the shipment, but we cannot guarantee cancellation once the order has entered our packing or courier collection process. If the order has already been dispatched, it will normally need to be returned in accordance with the relevant return procedure below.

Your 14-Day Right to Cancel an Online Order

If you are a consumer who purchased online, you normally have the right to cancel your order without giving a reason.

• You must tell us that you wish to cancel within 14 days beginning the day after you receive the goods.
• After notifying us, you normally have a further 14 days to send the goods back or make them available for an agreed collection.
• Please provide your order number, full name, address and details of the product you wish to return.
• You are responsible for the direct cost of returning an unwanted product unless BritMobility has agreed otherwise.

You do not need to provide a reason for cancelling. However, we may ask why you are returning the product so that we can improve our products and service.

Our Additional 30-Day Returns Policy

In addition to your legal cancellation rights, BritMobility may accept eligible products returned within 30 days of delivery, provided that they are unused, complete and in a condition suitable for resale as new.

To qualify under this additional policy, the product should normally:

• Be unused and free from signs of outdoor use.
• Be clean, undamaged and complete.
• Include all keys, chargers, batteries, accessories and manuals.
• Be returned in its original internal and external packaging.
• Include proof of purchase.
• Have been purchased directly from BritMobility.

The additional 30-day policy is separate from your statutory rights. Products that do not meet its conditions may still be considered under any legal rights that apply.

Inspecting a Mobility Scooter or Powerchair

You may inspect a product to establish its nature, characteristics and basic operation in a way that would reasonably be possible in a retail shop.

For mobility scooters and powerchairs, reasonable inspection would normally include:

• Removing the product carefully from its packaging.
• Checking its dimensions, weight, seat and controls.
• Folding and unfolding it carefully.
• Switching it on and checking the basic controls.
• Performing a limited indoor test on a clean and dry surface.

Reasonable inspection would not normally include extended use, travelling outdoors, use on public roads or pavements, taking the product on a journey, or continuing to use it after deciding to return it.

Condition of Returned Goods and Reduction in Value

You are responsible for taking reasonable care of the goods while they are in your possession.

Where permitted by law, BritMobility may reduce the refund to reflect any reduction in value caused by handling beyond what is reasonably necessary to inspect the product.

This may include:

• Dirty, marked or worn tyres.
• Outdoor use or recorded mileage beyond a reasonable indoor check.
• Scratches, dents, damage or signs of impact.
• Missing accessories, keys, manuals, chargers or components.
• Damage caused by incorrect assembly or adjustment.
• Unauthorised repairs, alterations or modifications.
• Damaged, missing or unsuitable packaging.
• Cleaning, repair, replacement-part or repackaging work required.

Any reduction will be based on the actual loss in value or reasonable work required to restore the product, rather than an automatic fixed penalty. We will explain any proposed reduction after inspecting the returned product.

Original Packaging

Mobility scooters and powerchairs are large, heavy and vulnerable to damage in transit. We strongly recommend keeping the original box, inserts and protective materials until you are satisfied that you will keep the product.

If the original packaging is no longer available, please contact BritMobility before arranging a return. We may be able to supply replacement packaging, subject to availability and an additional charge.

Do not send an unpackaged mobility scooter or powerchair. Goods must be packed securely and in accordance with the courier's requirements. The sender may be responsible for damage caused by insufficient or unsuitable return packaging.

Return Shipping and Collection Costs

Change-of-mind return: The customer is responsible for the direct cost of returning the product.

Collection arranged by BritMobility: We may arrange a courier collection and deduct the agreed collection charge from the refund.

Mobility scooter collection: A typical mainland UK collection charge for an appropriately packaged scooter is approximately £35. The final cost may vary according to the product's size and weight, the collection location and current courier charges.

Accessories and spare parts: Return costs depend on the item's size, weight, courier service and destination.

Confirmed faulty or incorrect product: Where BritMobility is legally responsible for the return, we will provide or reimburse an appropriate return method.

Remote and offshore locations: Additional courier charges may apply to Northern Ireland, the Scottish Highlands, islands and other remote areas.

Please do not arrange an expensive specialist courier and assume that the full cost will be reimbursed without first obtaining written agreement from BritMobility.

Original Delivery Charges

When a qualifying online order is cancelled within the statutory cancellation period, we will refund the basic standard delivery charge paid for the order.

If you selected an enhanced or more expensive delivery service, such as express, timed or special delivery, we are not required to refund the amount above our standard delivery charge.

Faulty, Incorrect or Not-as-Described Goods

Goods supplied by BritMobility must be of satisfactory quality, fit for their intended purpose and as described. Your statutory rights are separate from and are not limited by any manufacturer's or BritMobility warranty.

If you believe a product is faulty, please stop using it where continued use may be unsafe and contact us with:

• Your order number and contact details.
• The product model and serial number, where available.
• A clear description of the reported problem.
• Photographs or a short video showing the issue.
• Details of when the problem started and how the product was being used.

Depending on the circumstances and your applicable rights, BritMobility may provide troubleshooting assistance, replacement parts, repair, replacement, price reduction or refund.

Faults Reported Within 30 Days

Where goods do not conform to the contract, consumers may have a short-term right to reject them within 30 days, subject to the Consumer Rights Act 2015 and the circumstances of the case.

Faults Reported After 30 Days

After the initial 30-day period, repair or replacement will normally be the first available remedy where required by law. Further remedies may apply if repair or replacement is unsuccessful, impossible or not completed within a reasonable time.

BritMobility may need to inspect or test the product before confirming the cause of the reported issue and the appropriate remedy.

Inspection and No-Fault-Found Returns

Returned products may be inspected and tested to establish whether a reported fault is present and whether it is caused by a manufacturing issue, incorrect setup, accidental damage, wear and tear, misuse or another excluded cause.

If testing confirms that the product is functioning correctly and no covered fault is found, we will explain the findings and discuss the available options.

Reasonable collection, redelivery or inspection charges may apply where legally permitted and where the customer was informed of those possible charges in advance.

Delivery Damage or Missing Items

Please inspect the packaging and product as soon as reasonably possible after delivery.

If the parcel or product appears damaged, or an item is missing, please contact BritMobility promptly and retain:

• The outer shipping box.
• All internal protective packaging.
• The courier label.
• Photographs of the packaging from several sides.
• Photographs or videos of the product and reported damage.

Prompt reporting helps us investigate the matter with the courier. Reporting a problem later does not automatically remove your legal rights, but it may make it more difficult to establish when or how the damage occurred.

How to Request a Return

1. Contact us at info@britmobility.co.uk and provide your order number and details of the item you wish to return.
2. Tell us whether the return is due to cancellation, change of mind, delivery damage, an incorrect product or a suspected fault.
3. Provide photographs or videos if the product is damaged, incomplete or believed to be faulty.
4. Wait for our return instructions and confirmation of the appropriate return address or collection arrangement.
5. Pack the product securely with all components, accessories, manuals and paperwork.
6. Retain your collection receipt or tracking information until the return and refund have been completed.

Please do not return goods to the manufacturer or send them to an address found on old correspondence without first confirming the correct return address with BritMobility.

Refund Processing

Once the returned product has been received, BritMobility will inspect it and confirm the outcome of the return.

For a qualifying statutory cancellation, the refund will be processed within the legally required period. We may withhold the refund until we receive the goods back or you provide evidence that they have been sent, where permitted by law.

Approved refunds will be made to the original payment method unless otherwise agreed or required. After we process the refund, your bank, card provider or payment service may require additional working days to display it in your account.

Refunds may include appropriate deductions for:

• Agreed return collection costs.
• Loss in value caused by excessive handling or use.
• Missing components or accessories.
• Damage not caused by BritMobility or the original delivery.
• Other amounts that may lawfully be deducted.

Products with Special Return Conditions

The statutory right to cancel may not apply, or may apply differently, to certain products, including:

• Products made to the customer's specifications.
• Products that have been specially modified or personalised.
• Sealed products that are not suitable for return for health or hygiene reasons once unsealed, where the legal exemption applies.
• Services that have been fully completed with the customer's prior agreement and acknowledgement, where the legal exemption applies.

This does not affect your rights where goods are faulty, not as described or otherwise do not conform to the contract.

Sale, Clearance and Discounted Items

Products purchased in a sale or with a discount retain the same statutory consumer rights as full-price products.

Where an item is sold with a specific defect or imperfection clearly disclosed before purchase, you may not be entitled to claim based only on that disclosed issue. Other statutory rights remain unaffected.

Exchanges

BritMobility does not operate a general automatic exchange service. Where you wish to change to another product, the original product will normally be handled as a return and a new order placed separately.

Where a product is faulty, damaged or incorrectly supplied, replacement may be offered as one of the available remedies.

Amazon, eBay and Marketplace Orders

If your order was placed through Amazon, eBay, B&Q or another marketplace, please begin the return through the account and order page used for the purchase.

Marketplace return windows, labels, messaging systems and refund procedures may differ from direct BritMobility website orders. The marketplace will normally remain the primary record of the transaction and return request.

Trade and Wholesale Orders

The statutory cancellation rights available to consumers do not generally apply to purchases made wholly or mainly for business purposes.

All BritMobility trade returns require prior written authorisation. Non-faulty trade returns are accepted only at our discretion and may be subject to collection, inspection, cleaning, repackaging or restocking charges.

Contact BritMobility About a Return

Please contact us before returning any product.

Email: info@britmobility.co.uk

Company:
Tandex LTD, trading as BritMobility

Returns and service centre:
Unit 16, Fleets Industrial Estate
Willis Way
Poole
Dorset
BH15 3SU
United Kingdom

Visits, demonstrations, collections and hand-delivered returns are by prior appointment only.

BritMobility is a trading brand of Tandex LTD. This returns policy does not exclude, restrict or replace any statutory rights that cannot lawfully be excluded.