REFUND & RETURN POLICY

This Returns Policy forms part of the Terms and Conditions of SecondHandMobilityScooters (“we”, “our”, “us”) and applies to all purchases made through our website. By completing a transaction with us, the customer (“you”, “your”) acknowledges and agrees to the terms stated below. All mobility scooters sold by SecondHandMobilityScooters are second-hand items which have been previously owned and are resold only after being professionally cleaned, serviced, and safety-tested. As such, all scooters are sold as described and as seen in the product listing, including the condition details and images displayed at the time of purchase. While each scooter undergoes a comprehensive five-day preparation process before dispatch, including servicing, a health and safety inspection, cosmetic cleaning, and palletisation for secure delivery, variations in cosmetic appearance and minor signs of previous use should be expected and do not constitute grounds for return or refund.

​

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers purchasing online have the right to cancel their order within fourteen (14) calendar days beginning the day after the scooter is delivered. This right applies only to distance purchases made by private individuals within the United Kingdom and does not apply to business-to-business sales. To exercise the right to cancel, the customer must notify us in writing by email within the 14-day period, quoting the order number and providing details of the item to be returned. Upon receipt of a valid cancellation request, we will confirm the return procedure in writing. The scooter must then be returned to us within fourteen (14) days of the cancellation notice, in the same condition as received, with all parts, keys, chargers, and accessories included. The item must not show any signs of additional wear, use, modification, or damage beyond what was originally stated in the listing. Failure to comply with these conditions may result in deductions from the refund amount to reflect loss in value. Customers are responsible for arranging and paying for the return delivery unless the scooter is faulty or significantly not as described. Due to the size and nature of our products, return shipping must be carried out via an insured pallet delivery service, and the scooter must be securely wrapped and strapped to a pallet before collection. We can assist with arranging return transport upon request, with costs deducted from the final refund.

​

Refunds for valid cancellations will be processed within fourteen (14) days of receiving the returned scooter, provided it passes inspection and meets the above requirements. Refunds are issued using the original payment method only. Delivery costs paid at the time of purchase are non-refundable except where the item is proven to be faulty or not as described. Where a scooter is returned due to fault or defect, we will cover the cost of collection and offer either a full refund or repair/replacement where possible. We reserve the right to inspect all returns and verify the reported fault prior to issuing a refund. If the returned scooter is found to be in full working order, or the issue results from misuse, neglect, or accidental damage after delivery, the customer will be responsible for all associated costs and no refund will be issued.

​

Under the Consumer Rights Act 2015, customers are entitled to receive goods that are as described, of satisfactory quality, and fit for purpose. Should a scooter develop a fault within thirty (30) days of delivery that is not the result of misuse or general wear consistent with age and use, the customer may be entitled to a repair, replacement, or refund at our discretion. Faults reported after thirty days will be assessed individually, taking into account the nature of the item, its age, and previous use, as all scooters sold by us are second-hand. Customers must provide full details and photographic evidence of any reported issue to allow us to investigate and resolve the matter appropriately. Any attempt to repair or alter the scooter without our prior authorisation will void the right to return or refund.

​

We do not accept returns for reasons relating to change of mind beyond the statutory 14-day cancellation period, nor for minor cosmetic imperfections, normal wear, or subjective dissatisfaction where the product functions as described. It is the responsibility of the customer to ensure the scooter purchased is suitable for their needs prior to ordering. All dimensions, specifications, and descriptions are provided in good faith, and by completing a purchase, the customer acknowledges acceptance of the product as described. In the event of any dispute regarding a return, our decision following inspection shall be final. Risk in the goods remains with the customer until the item is received and inspected by us.

​

SecondHandMobilityScooters reserves the right to amend this Returns Policy at any time without prior notice. The current version available on our website at the time of purchase shall apply to all orders. All returns, cancellations, and refund requests must be submitted in writing to ensure proper handling. Customers are strongly advised to retain all original packaging and delivery materials until the return period has expired, as proper packaging is required for any collection or return transport. Any failure to package the scooter safely for return transit may result in refusal of refund due to damage incurred during shipping.

​

All enquiries regarding returns, cancellations, or product issues should be directed to: SecondHandMobilityScooters, Email:info@secondhandmobilityscooters.co.uk, Phone: 01267 20916, Address: Unit 1a Office 2, Bridge Road, Camberley, Surrey, GU14 2QR, Website: www.secondhandmobilityscooters.co.uk

​

Warranty Policy - Consumer Rights Act 2015.

​

This Warranty Policy forms part of the Terms and Conditions of SecondHandMobilityScooters (“we”, “our”, “us”) and applies to all mobility scooters sold through our website. By purchasing from us, the customer (“you”, “your”) acknowledges and agrees to the terms outlined herein. All scooters sold by SecondHandMobilityScooters are second-hand and have been previously owned and used. Each unit is fully serviced, cleaned, safety-tested and inspected before sale to ensure that it is in good working order at the time of dispatch. As these are used products, signs of cosmetic wear, surface marks, and age-related imperfections should be expected and do not constitute faults or grounds for warranty claims. We provide a limited functional warranty which covers the scooter for a period of thirty (30) days from the date of delivery, unless otherwise specified in the individual product listing. The warranty applies to essential components that affect the safe operation and functionality of the scooter, including the motor, throttle, control unit, and electrical systems, provided that they fail under normal use and without external damage or misuse.

​

The warranty does not cover general wear and tear, cosmetic deterioration, or damage resulting from misuse, neglect, accident, impact, overloading, exposure to moisture, unauthorised modification, or failure to maintain the scooter properly. Consumable parts such as tyres, bulbs, plastics, mirrors, switches, body panels, fuses, and upholstery are not covered under this warranty, nor are batteries beyond basic functionality at the time of sale. As the scooters are second-hand, battery performance and range may vary depending on age and previous use, and are therefore not guaranteed beyond the scooter operating correctly when dispatched. The customer accepts that battery life may be reduced compared to new products and that this does not constitute a fault or defect under warranty terms. Any faults or performance issues must be reported in writing within the warranty period, including a clear description of the issue and supporting photographic or video evidence to allow assessment.

​

Upon notification of a fault within the warranty period, SecondHandMobilityScooters reserves the right to determine the appropriate course of action, which may include repair, replacement of the faulty component, or collection and inspection of the scooter. We may at our discretion choose to repair the scooter on-site, arrange collection via pallet courier for workshop repair, or supply replacement parts for installation by the customer. If the scooter cannot reasonably be repaired, a suitable replacement of equivalent value or a partial refund may be offered. Warranty claims will not be accepted if the scooter has been modified, repaired, or tampered with by any third party without our written consent. Likewise, any evidence of misuse, unauthorised alterations, neglect, water damage, or damage caused by mishandling during storage or use will void the warranty in its entirety. The warranty applies only to the original purchaser and is non-transferable. Proof of purchase, including order number and delivery details, must be provided with all warranty claims.

​

In cases where the reported issue is found to be unrelated to manufacturing or mechanical fault — for example, resulting from user error, poor maintenance, or general wear — the customer will be responsible for any inspection, transport, and repair costs incurred. Customers must not continue to use a scooter once a potential safety or electrical fault has been identified; continued use may worsen the issue and void the warranty. If the scooter is collected under a warranty claim and found to be functioning correctly or to have been damaged after delivery, all courier and handling costs will be charged to the customer. We do not accept liability for downtime, inconvenience, or costs incurred while a scooter is being inspected or repaired.

​

The warranty is provided in addition to, and does not affect, your statutory rights under the Consumer Rights Act 2015, which entitles consumers to goods that are as described, of satisfactory quality, and fit for purpose. Any faults arising within thirty (30) days of delivery that render the scooter unfit for use may entitle the customer to a repair, replacement, or refund at our discretion, in line with applicable consumer law. However, as all products are used and reconditioned, minor variations in performance, noise, or cosmetic appearance compared to new models shall not constitute grounds for claim. After the expiry of the warranty period, any repairs, servicing, or replacement parts will be chargeable.

​

We reserve the right to update or amend this Warranty Policy at any time without prior notice. The version published on our website at the time of purchase shall apply to the relevant order. All warranty-related communication must be made in writing, and customers are advised to retain all original packaging materials to facilitate potential collection or repair during the warranty period. Failure to package the scooter safely for transport when returning under warranty may void coverage if further damage occurs in transit. This policy is governed by the laws of England and Wales, and any disputes arising from its terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

​

All warranty claims, enquiries, and communications should be directed to: SecondHandMobilityScooters, Email:info@secondhandmobilityscooters.co.uk, Phone: 01267 20916, Address: Unit 1a Office 2, Bridge Road, Camberley, Surrey, GU14 2QR, Website: www.secondhandmobilityscooters.co.uk