Terms & Conditions
Please read the following information carefully. These terms cover ordering, payments, delivery, warranties, cancellations and complaints.
Ordering & Payments
You can place your order with Mobility Connect Ltd over the phone, through a member of our Sales Team, online or in person.
- Payments can be made using all major credit and debit cards.
- All orders are processed by our Sales Team, who are fully compliant with GDPR.
- We do not share any of your personal information. It is only used for the purpose of the order.
- Please note that no products will be dispatched until paid for in full. We will only deliver products to the address registered to the card that made the payment.
- If you encounter any problems whilst ordering from Mobility Connect Ltd, please don’t hesitate to contact us by phone on 0800 224 8149 or email [email protected].
Fraud Protection
At Mobility Connect Ltd, your card data is always transmitted and stored securely. When you place an order on our website, it is encrypted using Handepay card terminals. This ensures that the data you enter when purchasing an item cannot be intercepted by any third party.
Your full card details cannot be read by any of our staff; they can only see the last four digits of your card number.
To protect Mobility Connect Ltd, we will not deliver goods to any address other than the one registered to the card that made the payment. There will be no exception to this rule in any circumstance.
Damage on Delivery
Goods damaged in transit must be reported immediately by signing the delivery note “Damaged on Arrival”. You must inform Mobility Connect Ltd as soon as possible on the same day as delivery or receipt of the goods if damage has occurred.
We personally inspect goods before delivery and ask our delivery drivers to do the same and record any damage that occurs in transit. Any damaged goods must be retained by the buyer for inspection.
If the delivery note is signed without the comment “Damaged on Arrival”, the seller cannot be held responsible for damages. Customers may be requested to supply photographs of damage sustained during delivery and dispatch.
Guarantee
If products are faulty, it is our legal duty to supply products that are fit for purpose and meet satisfactory quality requirements. As a customer, it is your legal right to receive either a refund, repair or replacement for products that are faulty or not what you expected, as set out in the Consumer Rights Act.
We’ll offer resolutions based on the timelines outlined in the Consumer Rights Act 2015 for products purchased from 1 October 2015 onwards, and those outlined in the Sale of Goods Act for products bought prior to this date.
- If a fault has been confirmed with your new product within 30 days of delivery, you can return it for a full refund or exchange it for a replacement product.
- If you find a fault with your product after the 30-day cut-off, but within six months of owning it, we have the choice to either repair or replace it for you. If it is not possible for us to offer a repair or replacement, we have the right to offer a partial refund or you may return the product and receive a full refund.
- If you find a fault after six months of owning the product and you can prove the defect was present when we delivered it, we’ll follow the same processes outlined above.
- 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 manufacturer will supply a warranty in addition to your rights under the Sale of Goods Act. You will receive a one-year warranty covering parts and labour. Some exceptions apply; please refer to the individual owner’s manual. If an engineer call-out is required, a charge will be made in advance which will be refundable if a manufacturing fault is confirmed.
- Please also note that our warranties only cover domestic use. Items used in commercial properties may not be covered.
Our warranty does not cover items used outside mainland UK and does not include the cost of hiring replacement products. For items purchased outside 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 and use the product as directed. For example, our warranty covers personal use of the product rather than business use.
If there are multiple users of the product, we would not cover any product faults. Please also note that making modifications to the product invalidates the manufacturer’s warranty.
Trustpilot Reviews
Mobility Connect Ltd has partnered with the customer review platform Trustpilot so that you, our customer, can share your experiences of Mobility Connect with us and with other customers.
We value all the feedback we receive, both good and bad. We’re proud of the progress we’ve made with our website and service, but we’re always looking for ways that we can improve.
Warranty Information
12-Month Warranty
All of our new products come with a 12-month warranty as standard. If you encounter an issue with your product, you are advised to call us first on 0800 224 8149, where we will be able to advise you on the best course of action.
We will first guide you through a telephone diagnostic with one of our expert engineers. They will then make a decision as to whether an engineer is required.
Mobility Connect Ltd does not cover puncture repairs with the purchase, nor do we arrange engineer repairs in this instance. We recommend taking out suitable insurance coverage that may cover punctures.
User Error & Warranty Exclusions
Failure to follow the manufacturer’s instructions regarding charging the product may result in warranty services being excluded.
Batteries, tyres and punctures are not covered under warranty unless they are proven to have been faulty at the point of manufacture.
Timeframes
Mobility Connect Ltd aims to collect faulty products for repair within seven working days and endeavours to return them as soon as possible.
We do not offer a courtesy scooter or hire service during these times. We may also be able to complete repairs on site if we have a confirmed diagnosis.
Non-Warranty Claims
The 12-month warranty will not cover products if they have been misused, damaged or vandalised, or if any attempt to make a repair has been carried out by a third party or unauthorised company.
Should the item break down due to damage, including water ingress, misuse or physical damage, the warranty will be void and any repairs will be chargeable.
Remote Postcodes
Exclusions from the 12-Month Free At-Home Warranty
We’re sorry that certain geographical locations can restrict our service.
The following postcodes incur a £79 surcharge for collection and return. We also regret that we are unable to provide at-home repairs or servicing for these postcodes.
Cancellation
If you wish to cancel your order, we advise that you email us clearly stating your full details and invoice number.
Once you have cancelled, you have a legal “duty of care” to take good care of the goods. They must be returned to us at your expense, unless supplied in error and/or faulty, together with all related documentation to the address below. Any free items must also be returned.
Once the goods have been received and inspected, your payment will be refunded within 14 days.
We may make a deduction from the reimbursement for any loss in value of goods supplied if the loss is the result of unnecessary handling by you.
Collection Costs
Complaints
If you have a complaint about Mobility Connect Ltd, you can contact us in writing as follows:
By Post
Customer Services
Mobility Connect Ltd
Unit 10, Northgate
White Lund Industrial Estate
Morecambe
LA3 3PQ