At Maximum Mobility, we aim to ensure every customer is satisfied with their purchase. If for any reason you are not completely happy with your mobility scooter or accessory, this Returns & Refund Policy explains your rights and how we handle returns in accordance with UK consumer law.

As a UK-based mobility equipment supplier operating from Tipton, we comply with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

Your Right to Cancel (Online & Distance Orders)
If you purchase a mobility scooter or product online or over the phone, you have the right to cancel your order within 14 days of receiving the goods.

You then have a further 14 days to return the item to us.

To exercise your right to cancel, you must notify us in writing by email or letter within the 14-day cancellation period. You do not need to provide a reason for cancellation.

Condition of Returned Items
Returned items must be:

  • In unused condition

  • Free from damage

  • Complete with all accessories, keys and chargers

  • Returned in original packaging where possible

You are responsible for taking reasonable care of the goods while they are in your possession. We reserve the right to make deductions from your refund if the product shows signs of excessive handling or use beyond what is necessary to inspect it.

Return Costs
Unless the item is faulty or incorrectly supplied, the customer is responsible for return delivery costs.

Due to the size and weight of mobility scooters, return shipping costs may be significant. We recommend contacting us before arranging a return so we can advise on suitable transport options.

Refund Process
Once we receive and inspect the returned item, we will process your refund within 14 days.

Refunds will be issued to the original payment method used at checkout.

We will refund:

  • The full product price

  • The standard delivery cost (if applicable)

We are not required to refund any enhanced or premium delivery services selected at checkout.

Faulty or Damaged Items
If your item arrives damaged or develops a fault within 30 days of delivery, please contact us immediately.

You may be entitled to:

  • A repair

  • A replacement

  • A full refund

This will depend on the nature of the fault and your rights under the Consumer Rights Act 2015.

Any damage must be reported within 24 hours of delivery where possible, especially if visible upon arrival.

Used Mobility Scooters
Used mobility scooters are sold as described. We provide accurate descriptions and condition details to the best of our knowledge.

Your statutory rights are not affected. However, normal wear and tear consistent with age and prior use is not considered a fault.

Non-Returnable Items
For hygiene and safety reasons, certain personal care items or customised products may not be eligible for return unless faulty.

Exchanges
If you wish to exchange your scooter for a different model, please contact us to discuss available options. Exchanges are subject to stock availability and any applicable price differences.

How to Start a Return
To initiate a return, please contact us with:

  • Your full name

  • Order number

  • Date of purchase

  • Reason for return

Contact Details:

Maximum Mobility
15 John F. Kennedy Walk
Tipton DY4 0SF
United Kingdom
Phone: +44 7426 414608

We recommend contacting us before returning any item so we can provide clear instructions and ensure the process runs smoothly.

Maximum Mobility is committed to handling returns fairly, transparently and in accordance with UK consumer protection laws. If you have any questions about your rights or this policy, please contact our team for assistance.

 
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