Terms & Conditions

1. Who we are

UsedMobility.uk is a trading name of NBR Mobility Ltd, registered in England and Wales, company number 07231153, registered office: 142-144 Victoria Road, Diss, IP22 4JN. NBR Mobility is a family-run mobility specialist trading since 2001, DfT-accredited.

UsedMobility is a separate operation from the NBR Mobility showroom. Through this website we sell reconditioned, used mobility scooters, powerchairs, accessories and spare parts outright. We do not offer Motability, hire, or brand-new equipment here — for those, we will happily refer you to NBR Mobility.

You can reach us by email at hello@usedmobility.uk, by phone on 0333 335 5277, or through our Contact page. In these terms, "we", "us" and "our" mean NBR Mobility Ltd trading as UsedMobility.uk, and "you" means the person placing the order.

2. About these terms and accepting them

These terms apply to every order you place with us through this website. By placing an order you confirm that you have read and agree to them.

Most of this document is written for consumers — people buying for themselves, not for a business. If you are an approved trade partner buying through our trade channel, different terms apply to you; please see the Trade accounts section below.

We may update these terms from time to time. The version that applies to your order is the one published on this website when you place it.

3. The products

Every item we sell is a one-off. We hold just one of each (quantity 1). Once it is sold, it is gone, so we cannot always offer an identical replacement.

Each machine is inspected by our engineers and given a condition grade so you know exactly what you are buying:

• Grade A — Showroom condition: like new, barely a mark on it.
• Grade A- — Excellent: like new, with just a few minor cosmetic marks.
• Grade B — Good: clear signs of use, mechanically sound.
• Grade C — Well used: honest, heavily-used condition at a lower price.
• Grade U — Spares or repair: sold as seen, without warranty or new batteries, and always clearly marked as such on the listing.

The written description and the condition report for each item form part of your contract with us: the item you receive will match them. Photographs are there to help you picture the item and, because each one is used and unique, small differences in appearance from a photo are normal — but any notable marks or faults are set out honestly in the condition report. If anything is unclear before you buy, please ask us; we are glad to send more photos or details.

4. Price and VAT

Prices on the website are shown with VAT relief applied — that is, the zero-rated price payable if you (or the person you are buying for) qualify for VAT relief and complete a valid declaration at checkout (see below). If you do not qualify, VAT at the standard rate of 20% is added at checkout before you pay.

VAT relief: if you are chronically sick or disabled, or you are buying on behalf of someone who is, and the goods are for your personal or domestic use, you may not have to pay VAT. This is called zero-rating and it follows HMRC's rules in VAT Notice 701/7. To claim it, you complete a short self-declaration at checkout giving the eligible person's name and the nature of their condition. If you do, the 20% VAT is removed.

Please only make this declaration if it is true. Making a false declaration to avoid VAT is a criminal offence. If you are not sure whether you qualify, contact us or HMRC before you declare. We keep VAT-relief declarations as part of our tax records, as HMRC requires; our Privacy Policy explains how we handle the health information in them.

We take care to price everything correctly, but if we spot a genuine and obvious pricing error before we confirm your order, we will tell you and give you the choice of paying the correct price or cancelling for a full refund. Delivery charges, where they apply, are shown separately before you pay.

Where offered, Klarna ("spread the payments") may let you pay in instalments. This is not available on every order and is subject to Klarna's own terms and eligibility checks. If it is offered on your order, it will be clearly shown at checkout.

5. Placing an order and when a contract is made

Because every item is a one-off, we reserve it for you while you check out. This is a short hold (around 30 minutes) that stops anyone else buying the same unit at the same time. If you do not complete checkout in that time, the hold is released and the item goes back on sale.

When you place an order, you are making us an offer to buy that item. A contract between us is only formed when we confirm your order and accept it. Until then, no contract exists.

Very occasionally, an item may already be sold or unavailable when your order reaches us — for example if two people check out at almost the same moment. If that happens, we may decline your order. We will let you know as soon as we can and refund any payment you have made in full. We will not have any further liability to you in that situation, but we will do our best to help you find an alternative.

6. Payment

When card payment is live, you pay securely through Stripe's hosted checkout. Your card details are entered on Stripe's own secure pages and are not stored by us.

When card payment is live, we take a fully-refundable £100 holding deposit per item at checkout to reserve your one-off unit for you. The deposit is deducted from the balance, which is payable on collection or delivery. Your deposit is fully refundable: if you decide not to go ahead once you have seen the item, we refund the £100 in full, no questions. We also refund it in full if we cannot fulfil your order (for example the item was already sold — see section 5), if you cancel under your 14-day right to change your mind (section 8), or if you reject a faulty or misdescribed item (section 9). Refunds are made by your original payment method.

Until card payment is live, we run a "reserve now, pay later" model. You place your reservation online without paying, and we then call you — usually within one working day — to take payment and arrange delivery or collection. Your item is held for you in the meantime. Whichever way you pay, the same reservation and order process applies.

7. Delivery and collection

We offer three ways to receive your order, which you choose at checkout:

• Free standard delivery — your machine is delivered to mainland UK addresses by palletised courier, well protected for transit and fully insured. Free on every order.
• Engineer delivery & set-up — for £149, our engineer delivers your machine, unpacks and assembles it, checks it over and gives you a friendly demonstration.
• Free collection — reserve online and collect from us in person, free of charge. Viewings and collections are by appointment, so please call ahead.

We will contact you to arrange a delivery day that suits you. Any delivery timescales we give are estimates — they depend on your location and the item — and are not a guaranteed date. If you need your machine by a particular date, please tell us and we will do our best.

Where we have not agreed a specific delivery date with you, we will deliver within a reasonable time and, in any event, within 30 days of the day the contract is made, unless we agree otherwise with you. Your rights under section 28 of the Consumer Rights Act 2015 — including to cancel and receive a refund if we are late without good reason or miss an agreed essential deadline — are not affected by anything in these terms.

Risk in the goods (responsibility for loss or damage) passes to you when the item is delivered to you or collected by you. Ownership (title) passes to you once we have received full payment. Please check your item over on arrival and tell us straight away if anything is not right.

8. Changing your mind — 14-day cancellation right

If you are a consumer and you buy online, you have a legal right to change your mind. You can cancel your order and return the item for a refund by telling us within 14 days of the day you received it. This right is explained in the Consumer Contracts Regulations.

You are welcome to inspect and handle the item just as you could in a shop — unpack it, look it over and check that it works. Doing so does not take away your right to cancel.

To cancel, simply let us know within those 14 days — a call or an email is fine. After you have told us, you then have a further 14 days to send the item back to us. Please return everything that came with it — charger, keys, manual and any packaging you can.

You only risk losing some value if you have handled the item more than was necessary to check what it is and how it works — for example, using it beyond a reasonable inspection. In that case we may make a proportionate deduction from your refund to reflect the reduced value. This does not stop you cancelling.

For a change-of-mind return, the cost of getting the item back to us is yours to cover. You can bring it back to our showroom in person (free), arrange your own courier, or ask us to book a pallet courier for you, in which case we will deduct the courier cost from your refund. While the item is on its way back, it remains your responsibility until we receive it, so please package it well and consider insuring it in transit.

If you paid £149 for Engineer delivery & set-up and then cancel under this right, we will refund the item price plus the cost of the least expensive standard delivery we offer — which here is free — but not the extra £149 you chose to pay for the enhanced service.

We aim to refund you within 2 working days, and always within the 14 days required by law, using the same payment method you used to pay. If we are collecting the item, the 14-day period runs from when we get it back; if you are returning it, from when we receive it or, if sooner, when you give us proof that you have sent it. This does not affect your rights if there is something wrong with the item — see the next section.

9. Faulty or not-as-described items

If your item is faulty, not as described, or not of satisfactory quality, that is on us. Under the Consumer Rights Act 2015, goods must be as described, fit for purpose and of satisfactory quality (taking account of the fact that they are used and their condition grade).

In the first 30 days after you receive a faulty or wrongly-described item, you have a short-term right to reject it and get a full refund — the choice is yours. After those first 30 days, the law asks us first to repair or replace the item; if a repair or replacement is not possible, or does not put things right, you can then claim a price reduction or reject the item for a refund. At whichever stage, when an item is faulty or not as described we arrange and pay for collection, and any refund includes any delivery charge you paid. These rights are in addition to your other statutory rights.

Grade U (spares or repair) items are sold as seen, reflecting their price and condition. But sold as seen never removes your statutory rights: we cannot exclude liability for a fault that we failed to disclose. We always tell you what we know about a Grade U item's condition before you buy.

10. Warranty and aftercare

Every graded machine we sell — Grade A to C — includes our 3-month return-to-base parts and labour warranty (including the batteries — we fit new SLA/Gel batteries before sale, and lithium batteries are tested and supplied with a battery health report): call us first, we post parts free, and if the workshop is needed you can bring the machine to us or use our £99 collection-and-return service. At checkout you can optionally upgrade — free of charge — to a 12-month Premier Care warranty (mechanical and electrical breakdown; full cost of parts, call-out and labour; scooters and powerchairs valued up to £5,000), an insurance product provided by Mark Bates Ltd t/a Premier Care. The upgrade requires your explicit opt-in and is subject to Premier Care's policy terms — see the Insurance Product Information Document and Terms of Business linked on our Warranty page. NBR Mobility Ltd is an appointed representative of Mark Bates Limited t/a Premier Care, authorised and regulated by the Financial Conduct Authority (register number 308390). Full details on the Warranty page.

This warranty is in addition to your statutory rights under the Consumer Rights Act 2015 — it does not replace or reduce them.

Grade U (spares or repair) items are excluded: they are sold as seen, with no warranty and no new battery, and are always clearly marked as such. To make a warranty claim, just call us and have your order details to hand.

11. Part-exchange

You can part-exchange your current scooter or powerchair against your next one. Tell us what you have and we will make you a fair, no-obligation offer — usually within one working day. A part-exchange offer is a quote, not a binding commitment on either side, until we both agree to go ahead.

12. Trade accounts (business customers)

We run a separate channel for approved trade partners. Accounts are set up by our team; there is no self-registration. If you buy through the trade channel, you are buying as a business, not as a consumer, so the consumer cancellation and change-of-mind rights above do not apply to you.

Trade terms in brief:

• Trade pricing is shown on scooters and powerchairs only, quoted ex-VAT (VAT is added at checkout).
• Trade stock is sold as seen — no warranty and not mechanically prepared.
• Collection only — we do not deliver trade orders.
• You check out without paying online; we invoice you from our POS — pay by BACS (our preference), or by card on collection — then collect.
• Your trade account is for your own business, and is not to be used to buy on behalf of another company.

Who your trade account is for

We are selective about who we supply, and every business we are happy to supply has its own trade account. Yours is for your own business: buying stock to sell on to your own customers is exactly what it is for. What it is not for is buying stock on behalf of, as agent for, or to the order of another business.

If another company would like to buy from us, they are very welcome to approach us for an account of their own — we consider every application on its merits. And if you are ever asked to buy a unit for another business, please just ask us first: we may be perfectly happy for it to go ahead, we simply want to know where a machine is going. If we ask you who a unit is for, please tell us honestly.

We may suspend or close any trade account we find is being used to buy stock for another business, and we may decline any order without giving a reason.

Nothing in these trade terms affects any rights a business has that cannot be excluded by law.

13. Our liability to you

We do not exclude or limit our liability where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence, for fraud, and for breaches of your statutory rights as a consumer under the Consumer Rights Act 2015.

Subject to that, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. We are not responsible for loss or damage that is not foreseeable, or (if you are a business) for loss of profit, loss of business or other indirect losses.

14. Complaints and dispute resolution

If something has gone wrong, please tell us — most things are quickly sorted with a phone call or email. Contact us at hello@usedmobility.uk, on 0333 335 5277, or via our Contact page, and we will look into it promptly and fairly.

If we cannot resolve a complaint between us, you can get free, independent advice from Citizens Advice. We are not currently a member of a certified alternative dispute resolution (ADR) scheme and are not obliged to use one. If we reach deadlock on a complaint, we will confirm that to you in writing and let you know of any ADR provider you can approach if you wish. Using ADR would not affect your right to take a claim to court.

15. Other important terms

We may update these terms from time to time — for example to reflect changes in the law or in how we operate. The version in force when you order is the one that applies to that order.

How we handle your personal information is set out in our Privacy Policy, and the cookies and storage we use are explained in our Cookie Policy.

These terms are governed by the law of England and Wales, and if a dispute arises the courts of England and Wales will have jurisdiction. However, if you are a consumer living in Scotland or Northern Ireland, you may also bring a claim in the courts of your home nation.