Terms and conditions of sale

How you buy a machine from us, what we promise you, and what your legal rights are.

Last updated: 2 November 2026 (version 2026-11-02.1)

These terms explain how you buy a machine from www.usedmobility.uk, what we promise you, and what your legal rights are. Please read them before you order. You can print or save this page.

Nothing in these terms takes away your legal rights. If anything here seems to say otherwise, your legal rights come first.

If anything is unclear, ring us on 03330 540 630 and we will explain.

The key points

• You pay the full amount when you order (section 6).
• Delivery to your kerb is free, and most machines arrive 5–7 working days from your order. Set-up by our engineer costs extra. You can also collect from Diss for free (section 7).
• You have 14 days to change your mind, counting from the day after you receive the machine. If you do, bringing it back to us is free, or we can collect it for £70 (section 8).
• If the machine is faulty or not as described, we collect it free. In the first 30 days you can choose a full refund (section 9).
• Grade A to C (including A-) machines come with our warranty of at least 3 months (section 10).
• Grade U machines are sold as seen, for spares or repair, with no warranty. Your legal rights still cover anything wrong that we did not tell you about (sections 4 and 9).

1. Who we are and how to reach us

www.usedmobility.uk is a trading name of NBR Mobility Ltd. NBR Mobility Ltd is registered in England and Wales, company number 07231153. Our registered office is 142-144 Victoria Road, Diss, IP22 4JN. Our VAT number is GB 866 3164 07.

Our workshop is at Gilray Road, Diss, IP22 4EU. You can view and collect machines there by appointment.

How to contact us:

• Phone: 03330 540 630. Mon–Fri 9am–5pm · Sat 9am–1pm; closed Sundays and bank holidays. Calls to an 03 number cost no more than calls to an ordinary 01 or 02 number.
• Email: hello@usedmobility.uk
• Post, returns and complaints: NBR Mobility Ltd (www.usedmobility.uk), Gilray Road, Diss, IP22 4EU
• Our Contact page

On this website we sell used mobility scooters and powerchairs. Grade U machines are sold for spares or repair. We do not offer Motability, hire or brand-new equipment here. We do not take part exchanges, and we do not buy machines from the public. For Motability, hire or new equipment, we can point you to NBR Mobility.

In these terms:

• "we", "us" and "our" mean NBR Mobility Ltd, trading as www.usedmobility.uk;
• "you" means the person placing the order;
• a "working day" means Monday to Friday, not counting bank holidays in England and Wales.

2. About these terms

These terms apply when you buy on this website as a consumer, which means buying for yourself or for someone else, not for a business. If you buy through our trade channel, section 15 also applies to you, and some sections do not (section 15 lists them).

By placing an order, you agree to these terms.

We may change these terms from time to time. The version on this website when you place your order is the one that applies to that order, and we record its version number with your order. If you would like a copy of that version, ask us and we will send it to you.

Our contracts are in English only.

3. How to order, and when the contract is made

How ordering works:

• Choose a machine and add it to your basket.
• In the basket, choose how you want it delivered, whether you want the optional Premier Care cover (section 10.2), and whether you are claiming VAT relief (section 5). You can change any of these in the basket.
• On the checkout page, enter your name, email address, phone number and delivery address. If you are claiming VAT relief, you make the declaration here.
• Check the order summary next to the pay button. It shows the machine, the delivery, any VAT and the total you will pay. Until you press the pay button, you can go back to your basket or correct any box.
• Press the pay button and pay.

Every machine is one of a kind. When you start checkout, we hold the machine for you for 30 minutes so nobody else can buy it while you pay. If you do not finish in that time, it goes back on sale.

When the contract is made: pressing the pay button is your offer to buy the machine, and you agree to pay for it. Our contract is made when your payment goes through. We then show your order confirmation and email you a copy.

Very occasionally, a machine sells in our workshop at the same moment you pay. If that happens we cannot supply it. We will tell you straight away and refund you in full to the card you used. The refund can take a few days to show on your account.

If your bank is still checking the payment, please do not pay a second time. We will email you as soon as it is done.

Please type your email address carefully, because we send your confirmation there. If it does not arrive, check your junk folder, then ring us.

Your order number is on the confirmation page and in the email. You can follow your order on our Track your order page with your order number and your delivery postcode.

Obvious price mistakes: we check our prices carefully. If a price is obviously wrong, in a way you could reasonably have noticed, we may cancel the order and refund you in full, even after we have sent our confirmation email. If you still want the machine, we will offer it to you at the correct price.

4. The machines: used, one of a kind, and graded

Every machine we sell is used, and we have only one of each. Once it is sold, it is gone, so we cannot always offer you an identical replacement.

Every machine has a condition grade (see How we grade):

• Grade A: Showroom condition, like new. No visible wear. Refurbished machines are usually graded A.
• Grade A-: Like new, a few minor cosmetic marks. Small marks you’d only notice up close. Nothing affecting use.
• Grade B: Signs of use. Visible scuffs, scratches or seat wear consistent with regular use.
• Grade C: Heavy use. Obvious cosmetic wear, possibly cracked panels. It still comes with our warranty.
• Grade U: Ungradable — spares or repair. Sold as seen, without warranty. For trade buyers and the handy.

Grades A to C describe how a machine looks. Grade U means the machine needs work.

What you are buying: each machine has its own listing. The listing sets out what you are buying: the title, grade, condition notes, specification, the details of this exact machine (for example, which version of the model it is), and the photos. The machine you receive will match that listing. If anything about its condition matters to you, please ask us before you order.

Model pages describe a model in general. Figures such as range, maximum user weight, seat size or battery size can differ between machines of the same model. The machine's own listing is what counts.

What has been done to a machine, for example to its batteries, is on that machine's own listing. Colours in photos can look slightly different on different screens.

Telling us what you need: you may tell us what you need the machine for and rely on our advice. Examples are your weight, a steep hill near your home, or fitting the machine into a car boot. If you do, the machine must be fit for that purpose. Our online "Help me choose" finder is a guide only. Ring us if you want us to check.

5. Prices and VAT relief

All prices are in pounds sterling.

How prices are shown: if a machine can have VAT relief, its listing shows two prices. One is the price with VAT relief, with no VAT to pay. The other is the price if you pay VAT, which is 20% more. Some machines cannot have VAT relief. Their listing says so, and 20% VAT is added. Before you pay, the order summary shows the full total, including any VAT and delivery charge.

Who qualifies for VAT relief: HMRC sets the rules. A machine can be sold without VAT if the person who will use it is chronically sick or disabled, and it is for their own personal or domestic use.

HMRC says a person is chronically sick or disabled if they have:

• a physical or mental impairment that has a long-term and substantial effect on their ability to carry out everyday activities; or
• a condition that doctors treat as a chronic sickness, such as diabetes.

Being older does not qualify on its own. Neither does a short-term injury, such as a broken leg.

Who pays and who declares: anyone can pay for the machine. The declaration is made by the person who will use it, or by a family member, carer or guardian on their behalf.

What we ask for: at checkout you make a short declaration, separate from your order. You give the name of the person the machine is for, describe their condition in your own words, and tick to confirm the declaration. You do not need medical evidence.

Only make the declaration if it is true. Making a false declaration, knowingly or recklessly, is a criminal offence.

If you are not sure you qualify: we can explain HMRC's rules, but we cannot decide for you. HMRC suggests you ask your GP or another medical professional. The full rules are in VAT Notice 701/7. If you do not qualify, choose "No, charge VAT" in the basket.

What VAT relief covers: the machine, and the engineer set-up if you choose it (£149 with VAT relief, or £178.80 (£149 plus VAT) if you pay VAT). Delivery to your kerb and collection from Diss are free. VAT relief applies only to orders delivered to, or collected in, Great Britain.

We check every declaration before the machine goes.

We keep VAT-relief declarations with our VAT records for 6 years, as HMRC expects. Our Privacy policy explains how we look after the health information in them.

6. Paying

You pay on this website by debit or credit card, Apple Pay, Google Pay or Link (Stripe's saved-card checkout). Your bank may ask you to confirm the payment.

On this website we do not take payment by phone, as cash on delivery, on finance, or in instalments, and we do not take part exchanges. If you would rather talk it through, ring us. You then place the order and pay online.

You pay the full amount when you order. There is no deposit and nothing more to pay later.

Stripe handles our payments. You type your card details into Stripe's secure fields, and they go straight to Stripe. We never see or store your full card number.

Paying when you order does not shorten any of your rights. Your 14 days to change your mind count from when you receive the machine, not from when you pay (section 8).

Every refund goes to the card you paid with, and we never charge a fee for a refund.

7. Delivery, collection and set-up

Where we deliver: mainland Great Britain (England, Scotland and Wales). We do not deliver to the Scottish islands, the Isles of Scilly, the Isle of Wight, Northern Ireland, the Channel Islands or the Isle of Man. For delivery to the Scottish Highlands, please ring us first: the checkout asks you to. If you have a question about where we deliver, ring us.

You choose one of three options in your basket:

• Delivered to your kerb: free. Your machine comes on a pallet, fully built (except Grade U machines, which are sold for spares or repair and may not be). This is a kerbside delivery: the driver puts the pallet on the ground at your kerb, does not help to unload it and does not bring the machine into your home. The pallet and wrapping stay with you: we do not take them away.
• Delivered, set up and shown to you: £149 with VAT relief, or £178.80 (£149 plus VAT) if you pay VAT. Our own engineer brings the machine, assembles it at your home and shows you how everything works. This is available across mainland Great Britain, except the Scottish Highlands.
• Collect from Diss: free, by appointment, from Gilray Road, Diss, IP22 4EU. When we ring, we agree a time with you. We hold the machine for you for 14 days from the day we tell you it is ready. If you have not collected it or spoken to us by then, we may cancel your order and refund you in full.

Free delivery to your kerb is selected to start with. You pay for set-up only if you choose it.

When: we ring you within one working day of your order to book your delivery day, your engineer visit or your collection time. Most machines arrive 5–7 working days from your order. This is our aim, not a guaranteed date. If you need the machine by a certain date, tell us before you order, and we will tell you whether we can promise that date.

Unless we agree a different date with you, we will deliver without undue delay and within 30 days of the day the contract is made. If we have not delivered within 30 days, you can cancel for a full refund. That is our own promise, on top of your rights under section 28 of the Consumer Rights Act 2015. You can also cancel for any reason before the machine arrives (section 8).

Signing for it: you, or someone you have asked to be there for you, must be at the address to sign for a kerbside delivery. The driver cannot leave the machine in a safe place or with a neighbour. If nobody is there to sign on the day we agreed, the delivery fails and there is a charge for it: what the carrier charges us for the failed delivery and for delivering again. We tell you the amount before we rebook. You can still cancel instead (section 8).

When it arrives: please look the machine over. If it has been damaged in transit, please tell us within 48 hours if you can, with a photo if possible, because that helps us claim from the carrier. If you notice something later, still tell us: your legal rights are not limited to 48 hours. You choose how we put it right: repair, replacement, or collection for a full refund. If the damage is only cosmetic, we may offer you a discount instead, but the choice is yours.

Responsibility and ownership: the machine is our responsibility until it comes into your hands, or into the hands of someone you have asked to receive it (not the delivery driver). It becomes yours once your payment has gone through.

8. Changing your mind: your 14 days

This is your legal right when you buy online, under the Consumer Contracts Regulations 2013. It does not apply to trade buyers.

How long you have: you can cancel for any reason, without giving one, from the moment you order until 14 days after the day you receive the machine. You receive it on the day you, or someone you name (not the delivery driver), take it into your hands. If you collect from Diss, you receive it on the day you collect. You can also cancel before the machine arrives.

How to cancel: tell us clearly that you are cancelling. You can ring 03330 540 630, email hello@usedmobility.uk, or write to NBR Mobility Ltd (www.usedmobility.uk), Gilray Road, Diss, IP22 4EU. You can use the cancellation form in the schedule at the end of these terms, but you do not have to. To be in time, you only need to send your message before the 14 days are up.

Getting the machine back to us: if we are collecting it, we will arrange a time with you. If you are bringing or sending it back yourself, please do so as soon as you can after telling us. Please include everything that came with it: charger, keys, manual, and any packaging you still have.

If you change your mind, you pay the direct cost of getting the machine back to us. Your options are:

• Bring it back to us at Gilray Road, Diss, IP22 4EU, by appointment. This is free.
• Ask us to collect it. This costs £70, including VAT. We book it only once you have agreed to the charge, and with your agreement we take the £70 off your refund.

Looking it over: you can handle the machine as you could in a shop. You can unpack it, sit on it, check the controls and take it for a short test run on your drive or path. Doing this does not affect your right to cancel. If the machine has been used more than that and has lost value as a result, we may take the loss in value off your refund or, if we have already refunded you, ask you to pay it. We will never ask for more than the price you paid.

What we refund: everything you paid for the machine, the cost of standard delivery (which is free), and any set-up charge you paid.

When you get your refund: without undue delay, and within 14 days of the day you tell us you are cancelling, even if the machine is not back with us yet. Once it is back, we aim to refund within 2 working days, if that is sooner.

We refund to the card you paid with, and we do not charge a fee. The only amounts we may take off are the £70 collection charge (if you asked us to collect) and any loss in value explained above.

Premier Care cover: if you cancel, any Premier Care cover you chose ends automatically, at no cost to you, and we tell Premier Care for you.

If the machine is faulty or not as described, the rules are different, and it costs you nothing. See section 9.

Our 14 days to change your mind page explains all of this step by step and has a copy of the cancellation form.

9. If something is wrong: your legal rights

Under the Consumer Rights Act 2015, your machine must:

• be as described in its listing;
• be of satisfactory quality, taking into account that it is used, its age, its grade, its price and its condition notes;
• be fit for any purpose you told us about and relied on us for.

If our engineer sets it up for you, it must be set up properly.

A fault we pointed out in the listing before you ordered does not make the machine unsatisfactory. But your rights still apply if the fault is worse than we described, or if the machine is not fit for a purpose you told us about.

In the first 30 days: if the machine is faulty or not as described, you can reject it and get a full refund, including any delivery or set-up charge you paid. The 30 days start when you receive the machine or, if our engineer sets it up, when set-up is finished. We arrange and pay for collection, unless you would rather bring it back yourself.

After 30 days, or if you prefer a repair: you can ask us to repair or replace the machine. We will do it at no cost to you, including collecting it and bringing it back, within a reasonable time. Because every machine is one of a kind, a replacement may not be possible. You can have money off the price, or reject the machine for a refund, if a repair or replacement does not fix it, cannot be done, or we do not do it within a reasonable time and without significant inconvenience to you. In the first six months after you receive the machine (or after set-up is finished), we will not take anything off that refund for the use you have had. After six months, we may take off a fair amount for use.

Refunds under this section are paid without undue delay, and within 14 days of the day we agree you are entitled to one, to the card you paid with, with no fee.

Faults in the first six months: if a fault shows up in the first six months after you receive the machine, the law assumes it was there when you received it, unless we can show it was not, or the fault is simply the wear you would expect from the machine's age and grade as described. After six months, you may need to show that the fault was there when you received the machine. You can bring a claim up to six years after you received it (five years in Scotland).

Grade U (spares or repair): these machines are sold as seen, and the price reflects that. Your legal rights still cover anything wrong that we did not tell you about.

How to tell us: ring or email us with your order number. That helps us act quickly, but it is not a condition of your rights.

These rights are separate from, and in addition to, our warranty in section 10. Citizens Advice can give you free advice about your rights.

10. Our warranty and the Premier Care cover

10.1 Our warranty

Who gives it: NBR Mobility Ltd, trading as www.usedmobility.uk, 142-144 Victoria Road, Diss, IP22 4JN.

Which machines: every Grade A to C (including A-) machine. It lasts at least 3 months, or longer if the machine's listing shows a longer warranty. It starts on the day the machine is delivered to you, or the day you collect it, and covers the machine while it is kept in Great Britain.

What it covers: parts and labour to put right faults with the machine, including the batteries.

What it does not cover: tyres and punctures, accidental damage, or misuse. If a part was already faulty when we sold the machine (a perished tyre, for example), your legal rights in section 9 still cover it.

How to claim: ring 03330 540 630 or email hello@usedmobility.uk with your order number. We solve many problems over the phone, and we post you any parts you need free of charge. If the machine needs our workshop for a fault this warranty covers, you can bring it to us at Gilray Road, Diss, IP22 4EU by appointment, or we collect it and bring it back free.

If the problem turns out not to be covered, for example accidental damage or misuse, we will tell you the cost before we do any work or charge you anything.

Grade U machines have no warranty.

This warranty is in addition to your legal rights under the Consumer Rights Act 2015. It does not reduce them, and your legal rights do not end when the warranty ends. Ask us and we will send you this warranty in writing. Full details are on our Warranty page.

10.2 Premier Care cover (optional insurance)

In your basket you can choose a free 12-month Premier Care policy against mechanical and electrical breakdown, for scooters and powerchairs valued up to £5,000. It is an insurance product, provided through Mark Bates Limited t/a Premier Care. It is not part of our own warranty.

When it pays: the policy does not cover breakdowns in its first 90 days on a used machine, or while our warranty still covers the machine. Our warranty covers that time. After that, the policy covers breakdowns until it ends, 12 months after Premier Care starts it.

It is optional. The box in your basket starts unticked, and you tick it only if you want the cover. You do not need it to buy a machine. It is not offered on Grade U machines, on machines whose own warranty already lasts 12 months or more, or on machines priced over £5,000.

The cover is subject to Premier Care's policy terms, which include exclusions (batteries, off-board chargers and tyres, for example) and conditions (a yearly service, and telling them about a breakdown within 7 days). Before you tick the box, please read the Insurance Product Information Document (IPID), the policy wording and Premier Care's privacy policy. Our Warranty page sums them up.

We don't give personal advice or a personal recommendation about this cover: it's for you to decide whether it suits you. It meets the demands and needs of someone who wants their scooter or powerchair, valued up to £5,000, covered against mechanical and electrical breakdown after our warranty ends, for the rest of a 12-month policy, at no cost to them.

NBR Mobility Ltd of 142-144 Victoria Road, Diss, IP22 4JN is an appointed representative of Mark Bates Limited t/a Premier Care of Premier House, Londonthorpe Road, Grantham, Lincs, NG31 9SN, which is authorised and regulated by the Financial Conduct Authority. Register number: 308390. You can check this on the Financial Services Register at register.fca.org.uk.

11. Our responsibility to you

We never exclude or limit our responsibility where the law does not allow it. This includes:

• death or personal injury caused by our negligence;
• fraud;
• your legal rights as a consumer, including those in section 9.

We are responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or not taking reasonable care. Loss is foreseeable if it was obvious it would happen, or if we both knew it might happen when you ordered.

We sell machines for personal and home use. If you use a machine for a business, we are not responsible for any loss of profit, loss of business or business interruption.

12. Events outside our control

Sometimes something outside our reasonable control may delay us or stop us doing what we promised, such as severe weather, flooding, fire, or roads closed by the police or the council. If that happens, we will:

• tell you as soon as we can;
• do what we reasonably can to reduce the delay.

We will not be liable for a delay caused by such an event. But if it is likely to cause a long delay, you can cancel your order and get a full refund for anything you have not received.

This does not affect your rights under section 7 (our 30-day delivery promise) or section 8 (changing your mind).

13. Complaints

If something has gone wrong, please tell us. Most things can be sorted quickly. You can:

• ring us on 03330 540 630;
• email hello@usedmobility.uk;
• write to NBR Mobility Ltd (www.usedmobility.uk), Gilray Road, Diss, IP22 4EU;
• use our Contact page.

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.

For complaints about how we use your personal information, see our Privacy policy.

14. Your personal information

Our Privacy policy explains how we use and protect your personal information. Our Cookies page explains the cookies this website uses.

15. Trade accounts (business buyers only)

This section applies only to approved trade partners buying through our trade channel. Our team sets up trade accounts; you cannot register yourself. When you buy through the trade channel, you are buying as a business, not as a consumer. So sections 8 (changing your mind), 9 (consumer rights) and 10 (warranty and Premier Care) do not apply to you. Section 11 applies to you as changed below.

• Trade prices are shown on scooters and powerchairs only. They do not include VAT. VAT is added on our invoice.
• Trade machines are sold as seen: they are not mechanically prepared and come with no warranty, and the price reflects this.
• Collection only, from Diss. We do not deliver trade orders. Please collect within 14 days of our invoice.
• You reserve machines online without paying. We then invoice you from our shop system. You pay in full before you take the machine away: by bank transfer (BACS, which we prefer) before you come, or by card when you collect.
• Responsibility for the machine passes to you when you collect it. Ownership passes to you when we have received full payment.
• Our total liability to you for any machine is limited to the price you paid for it, except where the law does not allow a limit.

We do not exclude or limit our liability to you for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be excluded by law. This includes our promise that we have the right to sell you the machine.

Who your trade account is for: your trade account is for your own business. Buying stock to sell to your own customers is exactly what it is for. It is not for buying on behalf of, as agent for, or to the order of another business. If another company wants to buy from us, they are welcome to apply for their own account. If someone asks you to buy a machine for another business, please ask us first. We may be happy for it to go ahead; we just want to know where a machine is going. If we ask you who a machine is for, please tell us honestly.

We may suspend or close a trade account that is being used to buy for another business. We may decline any trade order without giving a reason.

Nothing in this section affects any rights a business has that cannot be excluded by law.

16. Other important terms

If a court decides that part of these terms cannot be enforced, the rest still applies.

These terms are governed by the law of England and Wales, and disputes may go to the courts of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your own country's courts.

Schedule: cancellation form

You do not have to use this form to cancel (see section 8). If you want to use it, fill it in and email it to hello@usedmobility.uk or post it to us. Please include your order number if you have it. You can also print the form.

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.