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Terms & Conditions

Ordering & Payments

You can place your order with Mobility Connect LTD over the phone or 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 either by phone on 0800 224 8149 or email [email protected]

The serious part…..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 HANDIPAY CARD TERMINALS. It  ensures that all the data you enter when you purchase 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 has 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/receipt of the goods that damage has been made. We personally inspect any goods before delivery and ask our delivery drivers to do the same and record any in transit damage. Any damaged goods must be retained by the buyer for any 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 photos of the damage sustained in delivery and dispatch.

Guarantee

If products are faulty

It’s our legal duty to supply products that are fit for purpose and meet satisfactory quality requirements.

As a customer, it’s your legal right to receive either a refund, repair or replacement for products that are either faulty or not what you expected as per the Consumer Rights Act.

We’ll offer resolutions based on the timelines outlined in the Consumer Rights Act 2015 for products purchased from 1st October 2015 onwards, and those outlined in the Sale of Goods Act for those 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 6 months of owning it) we have the choice to either repair or replace it for you. If it’s not possible for us to offer a repair or replacement, we have the right to offer a partial refund or return the product and receive a full refund.
  • If you find a fault after 6 months of owning the product and you can prove the defect was present when we delivered it, we’ll follow the same processes that are outlined in point 2.
  • 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 manufacturers will supply a warranty in addition to your rights under the Sale of Goods Act. You will receive a 1 year warranty which covers parts and labour (some exceptions will apply please refer to the individual owner’s manual). If an engineer call out is required then 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 for use in commercial properties might not be covered.

Our warranty does not cover items used outside of the UK mainland and does not include the cost of the hire of a replacement product(s). For items purchased outside of 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 or use the product as directed. For example, our warranty covers only personal uses – as opposed to business uses – of the product. If there are multiple users of the product then we would not cover any product faults. Please note that if you have made any modifications to the product then this invalidates the manufacturer’s warranty.

Trust Pilot Testimonials

Mobility Connect Ltd  has partnered with the customer reviews platform TrustPilot so that you – our customer – can share your experiences of Mobility Prime with us and with other customers. We value all the feedback we get, good and bad. We’re proud of the progress that we’ve made on our site and with our service, but we’re always looking for ways that we can improve. “Click Here” for the full Mobility Connect Ltd reviews page on TrustPilot.

Warranty Information

12 Months 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 PHONE NUMBER TO BE SORTED where we will be able to advice on the best course of action – We will guide you through a telephone diagnostic first, with one of our expert engineers, and they will make a decision as to whether an engineer is required. Mobility Connect Ltd do 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 – the following covers exclusions of warranty services – filature to follow the manufactures instruction in reference to charging the product. Batteries, tyres, and punctures are all not covered under a warranty unless they are proved to of been fault at the point of manufacture.

Timeframes:

Mobility Connect Ltd aim to collect faulty products for repair within 7 working days and endeavour 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 any repairs on site if we have a confirmed diagnosis.

Non-Warranty Claims

The 12 Month Warranty will not cover the products if they have been misused, damaged or vandalised, or any attempt to make a repair has been carried out by a third-party or none authorised company.

Should the item break down due to damage including water ingress, misuse, physical or otherwise all warranty is void and any repairs will be chargeable.

REMOTE POSTCODES

Exclusions from 12 month free at home warranty

We’re sorry that certain geographical location can restrict our service.

The following postcodes incur a £79 surcharge for collection and return. We also regret we are unable to provide at home repairs/servicing for these postcodes.

PA,KW,IV,KA,TR,PL

Cancellation

If you wish to cancel your order then we advise that you e-mail 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), 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 loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

Collection Costs

Scooter Collection £50

Rise and Recline collection £75

Complaints

If you have a complaint about Mobility Connect LTD you can contact us in writing as follows:

By Writing us a letter:
Customer Services

Mobility Connect Ltd

Unit 10, Northgate, White Lund IND Est, Morecambe, LA3 3PQ,

By calling us on 0800 224 8149

By emailing us at [email protected]