1. General
(a) These conditions shall apply to all orders and contracts for the supply of equipment in the UK by the Company or its Authorised Distributors and no qualifications or variations to these conditions shall be effective unless agreed in writing by the company.
(b) The company accepts no responsibility for loss or damage caused by the Customer’s misuse of the goods (the customers statutory rights are not affected by this clause.
2. Delivery
We endeavour to process all orders within one full working day, leaving six remaining working days for shipment and delivery to your chosen address. No guarantee can be made unless approved by a member of our Sales Team but where we have available stock of an item we will do our utmost to provide next day delivery of goods. Our standard shipment time is 1-7 working days,
Please note that all of our Furniture is bespoke and handmade to your specification unless they are clearly identified as stock items. The estimated delivery window will be stated when the order is placed. To reiterate, please be aware that for Furniture that is bespoke and handmade to your specification you will not have a right to cancel the Goods, or return the Goods once delivered unless the Goods are faulty so please carefully consider your decision to place your Order before doing so.
3. Returns and Exchanges
Returned product(s) must be complete, unused, in an undamaged state and returned in their original outer packaging within 7 days. If products are not in a re-saleable condition on return Mobility Stirling reserves the right to charge for repair, replacement or repackaging of any products not returned in their original condition. This charge may include the cost of parts, materials, packaging, labour and any subsequent loss to Mobility Stirling
Non returnable items
- Mattresses (once opened)
- Bathing & toileting items
- Shoes and slippers (once worn)
- Bespoke Furniture
- Parts Orders
4. Effects of Cancellation
When you have taken delivery of your scooter purchased without an instore test drive and would like to try it out at home to establish its nature, characteristics and functioning, please do so in the same way you would in one of our stores. If the way that you use your scooter when trying it at home exceeds what we would reasonably allow in store, you will be responsible for covering the diminished value of the product, if you decide to cancel your contract with us.
In this case, we may have to make a deduction for any loss in value of the products returned to us. Scooters are likely to lose up to 40-50% of its value once used, but we will limit any deduction from your reimbursement to 25% of the purchase price.
We always aim to reimburse your money or provide a credit note as soon as possible, the time and method of reimbursement will depend on the circumstances of your cancellation, but will be no later than 14 days after:
we receive the products you have returned, or you inform us of your decision to cancel your contract, if no products were supplied.
Your reimbursement will be made through your original payment method used to place your order, or via credit note.
If you are returning products to us, we will not be able to reimburse your payment until we receive them. Once we receive your physical product we will aim to make your reimbursement as soon as possible.
For products that are too large to return by post, we will be happy to arrange for our two-man team to visit your home and collect them. (charges apply) See below
You may return products to us yourself, but you must exercise care in doing so. If you have chosen this method, you must send back the products or physically hand them over within 7 days of informing us that you wish to cancel your contract, and we must receive them before the day 7-day period has ended.
Collection charges
Our collection charges, which cover our standard area (within a 30-mile radius of Mobility Stirling store) are as follows:
Product category: Collection charge:
Scooters, Beds and Chairs £100
For collections outside of a 30-mile radius of the Mobility Stirling store, you will be given an exact quote when we arrange collection with you.
5. VAT Exemption
Individuals who are chronically sick or disabled and whose products are for personal use along with all charities where the products are made available to a disabled person for their own personal or domestic use, may be eligible for VAT exemption.
The majority of Mobility Stirling prices for items above £200 include delivery charges and do not include VAT (unless otherwise clearly stated). Provided the VAT Exemption process is followed at point of sale VAT will not be added unless a particular product has compulsory VAT.
6. Warranty
All of our other products carry a minimum 1 year warranty. We pride ourselves on being extremely accommodating with warranty claims, and endeavour to keep our customers happy at all times. If we cannot economically repair a product within it’s warranty period, we will replace it. Outside of warranty, we also will help out where we can and maintain our customer-first ethos to the best of our ability.
Warranty Exclusions
The following are not covered by any of our warranties:
- Damage caused to the product by improper use or assembly.
- Perishable (wear and tear) components on mobility products, such as getting a puncture.
- Damage caused by the user such as scrapes, damage from liquids
- Improper repairs or alterations, misuse, neglect or accident by Owner;
- Batteries: The max warranty on mobility batteries is 1 year and is only effective if the batteries have been treated properly as per the instructions that came with your product.
- Items which have been sold or gifted to an individual other than the purchaser
- Any mobility product suffering loss or damage occurring whilst in the possession or control of airport authorities, airlines, baggage handlers or whilst on an aircraft.
- Carriage costs to and from our store where an item is found to not be faulty – Where a product cannot be found to be faulty by our field engineers, and/or the customer requests a final inspection at our store, we reserve the right to charge the customer a carriage deposit to and from their premises up to the value of £100. This purely covers our carriage costs. If a genuine fault is found with the product, this deposit will be fully refunded.