Returns Policy

Returns Policy

You have the right to return your order within 14 calendar days of receiving the goods. After this period, we cannot accept any returns unless there is a fault.  

In accordance with the ‘Consumer Protection (Distance Selling) Regulations Dovetrail Mobility LTD customers are entitled to a refund on goods purchased under the following circumstances:
a) If the customer was induced into buying the goods by misrepresentation.
b) If the goods have a fault about which they could not have known at the time of purchase.
c) If the goods are NOT of merchantable quality – a basic level and quality and performance that would be reasonable to expect – bearing in mind the price and the way the goods were described.
d) If the goods do not do the job the customer was led to believe they would do.
e) If the goods do not match the description given when ordered.
g) A customer may be offered a repair, an exchange or a credit note rather than a refund, but this is at the customer’s discretion.
h) Under distance selling regulations the customer has the right to return the item within 14 days without giving reason and the customer has 14 days to return the goods once they have told you. 

To return your order within 14 days of receiving the goods, you must contact us in writing to either the email address or postal address below to notify us of your decision. You must return the goods to us within 14 days of notifying us of the return. Refunds will be credited within 14 days of receiving the returned goods. Refund requests must be accompanied by proof of purchase.  


Unit 29, Station Road Industrial Estate, Hailsham, East Sussex BN27 2EY

To receive a full refund the product(s) must be returned in the same condition as sold and match our pre delivery photographic records. If the product(s) are not returned in their original condition, Used Mobility Scooter Shop reserves the right to charge for repair or replacement of any product(s). The customer is responsible for the costs of the return. The customer is responsible for arranging the return and is liable for any damage caused during transportation. All products sold by Used Mobility Scooter include a £150 delivery charge that is built into the price of the product. All refunds are subject a deduction of the £150 delivery charge. Where goods need to be dismantled or packaging is complex to enable a return, we can arrange to send a mobility technician to collect the product from you. If this service is needed, please notify us in writing within 14 days of the product being delivered. By ordering this service you agree to pay a minimum cost of £150 as an engineer fee in addition to the deduction of the delivery charge.  

See our Terms and Conditions for our full list of policies.

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