Warranty and aftercare

What we cover, for how long, how to claim, and how it fits with your legal rights.

Last updated: 2 November 2026

In short

Every Grade A to C (including A-) machine comes with our own warranty: at least 3 months, parts and labour. Each machine's listing shows how long its warranty is.
In your basket you can also choose a free 12-month Premier Care breakdown policy. It is an insurance product, not part of our warranty. It takes over when our warranty ends. Please read about it below before you tick the box.
Grade U machines (spares or repair) come with no warranty.
Neither our warranty nor the Premier Care cover takes away your legal rights. If the machine wasn't right when it was delivered to you (or when you collected it), putting it right costs you nothing. See section 4.

1. Our warranty: parts and labour

Who gives it. NBR Mobility Ltd, trading as www.usedmobility.uk, gives this warranty. Registered office: 142-144 Victoria Road, Diss, IP22 4JN. Repairs are done at our workshop: Gilray Road, Diss, IP22 4EU (visits by appointment only).

Which machines. Every scooter and powerchair we sell as Grade A to C (including A-). The warranty is included in the price.

How long. At least 3 months. The listing for your machine gives the exact length. The warranty starts on the day the machine is delivered to you, or the day you collect it.

Where. It applies to machines kept in Great Britain. It is a return-to-base warranty: we either post you the part, or the repair is done in our workshop in Diss.

What it covers

Faults in the machine itself: parts and labour.
The batteries.
Parts we post to you. Postage is free.

What it does not cover

Tyres and punctures.
Accidental damage.
Misuse.

These exclusions apply only to this warranty. Your legal rights still cover a part that was already faulty when the machine was delivered to you, for example a tyre that was already perished. See section 4.

2. How to claim

Ring us on 03330 540 630 (Mon–Fri 9am–5pm · Sat 9am–1pm; closed Sundays and bank holidays), or email hello@usedmobility.uk. Have your order number ready if you can. It helps us find your machine quickly.
Many problems can be sorted over the phone. If a part will fix it, we post it to you free.
If the machine needs our workshop for a fault this warranty covers, we collect it and bring it back free. Or, if you prefer, bring it to us at Gilray Road, Diss, IP22 4EU, by appointment.

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.

Please ring us before sending anything back. It is the quickest way to get help and saves you a wasted trip. It is not a condition of your legal rights.

If you would like a written copy of this warranty, ask us and we will email or post one to you.

3. Optional: a free 12-month Premier Care policy

Repairs after a warranty ends can be expensive. So when you buy a Grade A to C machine valued up to £5,000, you can choose a 12-month Premier Care breakdown policy, free.

What it is. This is an insurance product, provided through Mark Bates Limited, trading as Premier Care. It is not part of our own warranty. Premier Care's policy terms set out exactly what is covered and what is not. Here is a summary; the documents linked below are what count.

When it pays

The policy lasts 12 months from the day Premier Care starts it. We register you after your order.
It does not cover breakdowns in its first 90 days on a used machine, or while our own warranty still covers the machine. Our warranty covers that time.
After that, it covers mechanical and electrical breakdown until the policy ends.

What it covers

Mechanical and electrical breakdown of your scooter or powerchair, valued up to £5,000.
For a used machine, Premier Care chooses to pay for the repair, or the machine's value allowing for wear, tear and its age, whichever is less, or to replace it with an allowance for wear, tear and its age.
In the United Kingdom, the Channel Islands and the Isle of Man, and abroad for up to 90 days.

What it does not cover

Batteries, off-board battery chargers, tyres, inner tubes, brake linings, motor brushes, plugs, fuses, light bulbs and covers, cables, filters, paintwork, trim, bodywork, framework, seat covers, wing mirrors and accessories.
Accidental damage, theft, misuse, corrosion, or not following the manufacturer's instructions.
Routine servicing, cleaning or maintenance, or a fault that is not found.
Breakdowns while any manufacturer's or supplier's warranty covers the machine, or a fault that was there before the policy started.
A repair that can't be done because a part is no longer made. The policy then ends.

What you need to do

Have the machine serviced at least once a year by a professional mobility dealer.
Tell Premier Care about a breakdown within 7 days, and send their claim form within 30 days.
Don't have it repaired until Premier Care has agreed. Their claims line: 01476 514471, claims@markbatesltd.com.

It's your choice. You don't need this cover to buy a machine. The box in your basket starts unticked, and you tick it only if you want the cover. 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.

Please read these before you tick the box: the Insurance Product Information Document (IPID), the policy wording and Premier Care's privacy policy. If you would rather talk it through, ring us and we'll happily help.

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.

Cancelling the policy. You can cancel it at any time by emailing cancellations@markbatesltd.com or ringing Premier Care on 01476 591104. It costs you nothing, so there is nothing to refund.

If you cancel your order. If you use your 14 days to change your mind and cancel your order, the Premier Care policy arranged with it ends automatically, at no cost to you, and we will tell Premier Care.

If you're unhappy with the cover, please tell us on 03330 540 630 or at hello@usedmobility.uk, or contact Premier Care's Compliance Officer on 01476 593887 or at complaints@markbatesltd.com. If they can't put it right, you may be able to take your complaint to the Financial Ombudsman Service, free (financial-ombudsman.org.uk). If the insurer can't meet its obligations, you may be able to claim from the Financial Services Compensation Scheme (fscs.org.uk).

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.

More cover from Premier Care

Why Mark Bates Ltd?

We are proud to be an appointed representative of Mark Bates Ltd, a family run business that provides a range of excellent insurance policies. Through more than 30 years of experience Mark Bates Ltd have designed their range of insurance policies to provide protection you can rely on. They truly have customer care at their heart, and with a 5-star trust pilot rating, you know you are in safe hands.

As such, we recommend all our customers ensure their equipment is protected with their comprehensive insurance and warranty policies.

Mobility Scooter Insurance

Are you in search of comprehensive insurance cover for your mobility scooter? Look no further! Mark Bates Ltd mobility scooter insurance policies are specially designed to safeguard your peace of mind and protect your valuable investment. With Mark Bates Ltd mobility scooter insurance, you can enjoy the freedom of getting around with confidence, knowing that they have your back.

Mobility scooter and powerchair insurance with cover for:

24/7 Breakdown Recovery Service
Public Liability
Accidental Damage
Theft and Vandalism
Fire, Storm and Flood
And much more

For more information or to purchase cover please contact us: 03330 540 630 or hello@usedmobility.uk.

Warranty

We understand that unforeseen breakdowns can be frustrating and costly, which is why we are in partnership with Mark Bates Ltd to offer coverage for mechanical or electrical issues that may arise. Don’t let unexpected breakdowns hold you back- choose Mark Bates Ltd extended warranty and rest easy knowing that we’ve got you covered every step of the way.

Cover for mechanical or electrical break downs including:

Parts
Call out
Labour

For more information or to purchase cover please contact us: 03330 540 630 or hello@usedmobility.uk.

4. Your legal rights come first

Our warranty and the Premier Care cover are both extra to your rights under the Consumer Rights Act 2015. They do not reduce those rights.

By law, your machine must be as described, of satisfactory quality, and fit for purpose. The standard is what a reasonable person would expect, taking into account that it is used, its grade, its price and what the listing's condition notes say.

In plain terms:

First 30 days. If the machine is faulty or not as described, you can reject it and get a full refund. If our engineer set it up for you, the 30 days start when set-up is finished. If you reject it, we collect it at our cost, unless you choose to bring it back yourself. We refund you without undue delay, and within 14 days of agreeing you're entitled to a refund, to the card you paid with, with no fee. You can ask us to repair or replace it instead.
After 30 days. You can ask us to repair or replace the machine. For a used machine a replacement may not be possible, so it will usually be a repair. If one repair or replacement doesn't fix the problem, can't be done, takes too long or causes you significant inconvenience, you can have a price reduction, or reject the machine and get a refund.
A repair or replacement for one of these faults costs you nothing. The law says we pay the necessary costs, including getting the machine to us and back.
First 6 months after delivery (or collection). If a fault shows up in this time and you ask for a repair, a replacement, a price reduction or a refund after a failed repair, the fault is treated as having been there when the machine was delivered to you, unless we can show it wasn't, or the fault is ordinary wear for a machine of its age and grade. If you reject the machine in this time because a repair or replacement hasn't worked, we won't take anything off your refund for the use you have had.
After 6 months. You can still claim, but you may need to show the fault was there when the machine was delivered to you.
You can bring a claim for up to 6 years (5 years in Scotland).
Your rights don't end when our warranty does.

For more about changing your mind and returns, see our 14 days to change your mind page. Citizens Advice can give you free, independent advice about your rights.

5. Spares or repair (Grade U)

Some machines are sold for spares or repair, graded U. These have no warranty, and the listing always says so clearly. Premier Care cover is not offered on them.

Sold as seen doesn't take away your legal rights: the machine must still match its description as spares or repair, and your rights cover anything wrong that we didn't tell you about.

6. Questions

Not sure what's covered? Ring us on 03330 540 630 (Mon–Fri 9am–5pm · Sat 9am–1pm; closed Sundays and bank holidays) or email hello@usedmobility.uk.

www.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. VAT number GB 866 3164 07.

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.