14 days to change your mind, returns and refunds

Bought a machine from us online and changed your mind? Or is something not right with it? This page explains what you can do, what it costs and when you get your money back.

Last updated: 2 November 2026

This page covers machines ordered and paid for on this website. The full rules are in our Terms and conditions, sections 8 and 9. Nothing on this page takes away your legal rights.

1. The short version

• You have 14 days to change your mind, counting from the day after your machine arrives. You don't have to give a reason.
• To cancel, just tell us. A phone call, an email or a letter is fine.
• Getting the machine back to us: bring it to us in Diss for free, or we can collect it for £70 (including VAT).
• We refund you to the card you paid with, within 14 days of the day you tell us you're cancelling.
• If the machine is faulty or not as we described it, sending it back costs you nothing. See section 8.

2. Your 14 days to change your mind

You can cancel your order within 14 days without giving any reason.

The 14 days start on the day after the machine reaches you: that is, the day after you, or someone you have asked to take it in for you (not the delivery driver), receive it.

• Delivered to your kerb: the 14 days count from the day after it is delivered.
• Delivered, set up and shown to you: our engineer brings the machine, so the 14 days count from the day after that visit.
• Collect from Diss: the 14 days count from the day after you collect it.

You can also cancel at any time after you order and before the machine reaches you. You don't have to wait for it to arrive.

As long as you send us your message before the 14 days are up, you are in time. Our phones are closed on Saturday afternoons, Sundays and bank holidays. If your last day falls then, email us or post a letter: a message sent on your last day is in time.

3. How to tell us

Please tell us clearly that you want to cancel. Any of these is fine:

• Ring us on 03330 540 630 (Mon–Fri 9am–5pm · Sat 9am–1pm; closed Sundays and bank holidays)
• Email hello@usedmobility.uk
• Write to NBR Mobility Ltd (www.usedmobility.uk), Gilray Road, Diss, IP22 4EU
• Fill in the cancellation form at the bottom of this page, then email it or post it to us

Please give your name, your order number and the machine you are cancelling. You don't have to use the form. A clear message saying you want to cancel is enough.

If you ring us, it's a good idea to email or write to us as well, so that you have your own record of when you told us.

4. Getting the machine back to us

Scooters and powerchairs are big and heavy, so they can't go in the post. There are two ways back.

Bring it back yourself. This is free. Bring it to us at Gilray Road, Diss, IP22 4EU. Please ring first so we can agree a time, because visits are by appointment.

Ask us to collect it. Our collection service costs £70, including VAT. We only book it once you have agreed to the charge. With your agreement, we take the £70 off your refund, so you don't have to pay it separately.

If you are bringing it back yourself, please do so as soon as you can after telling us. If we are collecting it, we'll agree a day with you.

Please send back everything that came with the machine: charger, keys, manual, and any baskets or accessories. Send the packaging too if you still have it.

Faulty or not as described? None of these charges apply. We arrange and pay for the collection. See section 8.

5. Trying the machine, and what "used" means

You can check the machine just as you could in a shop. You can unpack it, sit on it, try the controls, switch it on, and take it for a short test run on your drive or path. None of this affects your refund.

If it has been used more than that, for example taken out on the road or used for days, it may be worth less when it comes back. In that case we may charge you for the loss in value, up to the price you paid. We will tell you how much and why. We will take it off your refund or, if we have already refunded you, ask you to pay it. This never stops you cancelling.

We don't ask for the machine to be "unused". We just ask you to look after it while it's with you.

6. Your refund when you change your mind

What we refund: everything you paid for the machine, including any VAT, and the set-up charge if you chose "Delivered, set up and shown to you". Standard delivery is free, so there is nothing extra to refund for it.

What we may take off:

• the £70, if you agreed that we would collect the machine;
• any amount for loss in value (see section 5).

When we refund: without undue delay, and no later than 14 days after the day you tell us you are cancelling. This applies however the machine comes back to us, and even if it hasn't reached us yet. Once the machine is back with us, we aim to refund within 2 working days (Monday to Friday, not counting bank holidays), and never later than the 14-day deadline.

How we refund: to the same card you paid with. We don't charge a fee for refunding you. It can take a few days for your bank to show the money.

7. If you added Premier Care cover

If you cancel your order, any Premier Care cover you added ends automatically. It costs you nothing, and we will tell Premier Care for you.

8. Faulty, not as described, or damaged

This is different from changing your mind. If something is wrong, it's on us, and returning the machine costs you nothing.

By law, every machine we sell must:

• match its description, including its grade and condition notes;
• be of satisfactory quality, allowing for its age, grade and price;
• be fit for purpose, including any particular purpose you told us about before you bought it.

In the first 30 days: if the machine is faulty or not as described, you can reject it and get a full refund. The choice is yours. The 30 days start when you receive the machine or, if our engineer sets it up for you, when set-up is finished.

After 30 days, or if you'd rather: you can ask us to repair it or replace it. We do this at no cost to you, and that includes parts, labour, collection and return. We must do it within a reasonable time and without causing you significant inconvenience. Because every used machine is one of a kind, a replacement usually isn't possible, so it will normally be a repair.

If a repair doesn't fix it, can't be done, or isn't done within a reasonable time or without significant inconvenience: you can have some money back, or return the machine for a refund. If you do this within 6 months of receiving the machine (or, if our engineer set it up, of set-up being finished), we won't take anything off for the use you have had.

If a fault shows up within 6 months of you receiving the machine, and you ask for a repair, a replacement, money back or a refund, the law assumes the fault was there when you received it. That doesn't apply if we can show it wasn't, or if the fault is simply the kind of wear you would expect from the machine's age and grade as described. After 6 months you may be asked to show that the fault was there when you received it. You can make a claim for up to 6 years from when you received the machine (5 years in Scotland).

When a machine is faulty or not as described, we arrange and pay for collection. Any refund includes any delivery or set-up charge you paid. We refund without undue delay, and within 14 days of agreeing that you are entitled to a refund, to the card you paid with, with no fee.

Damage in transit: please tell us as soon as you can, ideally within 48 hours, and email a photo to hello@usedmobility.uk if you can. It helps us claim from the carrier. If you notice something later, still tell us. Your legal rights are not limited to 48 hours.

Our warranty (Grade A to C (including A-) machines: at least 3 months, and each listing shows the exact length) and any Premier Care cover are extra to these rights. They do not replace or reduce them. See our Warranty page.

Grade U (spares or repair): these machines are sold for spares or repair, at a lower price, and we tell you what we know about their condition before you buy. You can't claim for a fault we specifically pointed out to you, in the listing's condition notes, before you ordered. But your legal rights still cover anything we didn't tell you about.

9. Who this page doesn't apply to

• Trade accounts. If you bought through our trade channel as a business, the 14 days to change your mind don't apply. Trade machines are sold as they stand, with no warranty. See section 15 of our Terms. Any rights a business has that the law doesn't allow us to remove still apply.
• For orders placed and paid for on this website there are no other exceptions. That includes Grade U machines, and website orders that you collect from Diss.

10. Not happy with how we've handled it?

Please tell us. Ring 03330 540 630, email hello@usedmobility.uk or write to NBR Mobility Ltd (www.usedmobility.uk), Gilray Road, Diss, IP22 4EU. We will acknowledge your complaint within 2 working days and give you our answer within 14 days.

We are not a member of an alternative dispute resolution (ADR) scheme, and we are not obliged to use one. When we give you our answer, we will also tell you about any ADR or other arrangement that is available to you. You can get free, independent advice from the Citizens Advice consumer helpline on 0808 223 1133 (0808 223 1144 to speak to an adviser in Welsh), or citizensadvice.org.uk. Nothing here affects your right to go to court.

11. Cancellation form

You don't have to use this form. A phone call, email or letter saying you want to cancel is just as good. If you'd like to use it, print the form, or copy it into an email, fill it in and send it to us.

How to fill it in

• If you're cancelling on your own, cross out "We" and "our". If you're cancelling with someone else, cross out "I" and "my".
• You're cancelling a machine, so cross out "for the supply of the following service". This also cancels any engineer set-up you booked.
• Under "the following goods", write the machine's name and your order number.
• Write the date you ordered, the date the machine arrived, or both.
• You only need to sign it if you're posting it.

Please add your order number so that we can find your order quickly. It's in your order confirmation email.

Not sure how this applies to you? Ring us on 03330 540 630 (Mon–Fri 9am–5pm · Sat 9am–1pm) or send us a message.