Terms of service
TERMS & CONDITIONS
We appreciate our customers and want them to have a positive and trouble-free experience with our company. To help achieve this, we feel it’s important to be transparent and clearly outline our terms and conditions in order to remove any chance of any misunderstanding. Platinum Mobility will always respect its obligations under the Consumer Rights Act 2015.
Your Order:
We hope you are pleased with your item. When your electric wheelchair or mobility scooter arrives you have 48 hours to notify us of any discrepancies. If you notice anything please let us know via phone or Whatsapp at 07706062141.
If you change your mind:
We understand that sometimes the chair you have purchased may not be suitable. On these occasions, we will allow you to return the chair, at your expense, within 14 days of the purchase date to **swap it for another chair or be given a refund. **Fees may be included Naturally, we need to be able to re-sell the chair. Therefore, it must be returned to us in the condition that it left our warehouse. Damage and/or wear and tear will be taken into consideration when calculating any credit.
Any refunds will be made via the platform on which the payment was originally made. This allows us to claim back any fees incurred.
There will be a 10% restocking/cleaning fee reflected in any refund given.
Trade In’s:
If you have traded in a wheelchair or scooter and decide that the item you ordered is not for you and you wish to return it. Your traded in item may not be available for return. However we will refund you the amount stated on ordering.
Special Orders:
We cannot give refunds on special ordered items which are specific to your needs and in addition to the item purchased. If you find a special-order item is not suitable, please contact us to discuss your options.
VAT Forms:
Our chairs are exempt from VAT unless you are a commercial client. You will be required to
complete a VAT Relief Eligibility Declaration to qualify for VAT relief. On completion of your order, we will send a
Website link to the VAT Relief Eligibility Declaration and these Terms & Conditions for you to complete and send back to us.
Pre-Delivery Adjustments:
Any adjustments required before delivery should be communicated to us in advance. Your Purchase: You have purchased a reconditioned item. We work hard to make sure this item has been reconditioned to a high level including a rigorous deep cleaning process, full service and multi point inspection. Some marks and scuffs may remain. Your chair/scooter will be as photos shown.
Warranty Terms:
At Platinum Mobility, we stand behind the quality of our power chairs.
Each chair is backed by a 90-day Return to Base (RTB) warranty for your peace of mind.
Whilst all our chairs are thoroughly checked, reconditioned and serviced, being a used item,
they may, very occasionally, develop a fault. Should this happen, we will repair it at our expense at any time within 90 days of the purchase date.
Fault Reporting:
If your chair/scooter develops a fault please contact us immediately.
When reporting a fault, please provide detailed information about the issue
and, if possible and safe to do so, accompany it with photos or videos.
Return Process:
To do this, there is the option to either bring the power chair to our facility or arrange for collection by a reputable logistic company at your expense. We highly recommend using a reputable delivery company and we can provide you with contact numbers of the companies we use upon request.
The chair should be tied down and wrapped to ensure sufficient protection.
We will cover the expenses of sending the chair back to you once it is fixed. However if there is no fault found, the customer will be liable for charges for returning the item back to them.
Please note that the sender is liable for the chair whilst in transit.
Our return address is:
Platinum Mobility Ltd, UNIT 4, Heavenly Valley Farm, Twenty Pence
Road, Wilburton, Ely, Cambridgeshire, CB63PU.
Depending on the nature of the fault, we offer over-the-phone support or can coordinate with a local engineer for in-home or premises-based repair if required.
Warranty Exclusions:
It is important to note that certain components are not covered under warranty. These exclusions include:
Plastic housings
Tyres
Decoration, lights & bulbs
Seat upholstery
Loss of fixings
Self-repair or replacing parts
Damage caused by improper operation
Damage caused by commercial use or non-normal use
Damaged parts resulting from an accident
Personal Preferences, such as customised extras, speed settings, or adjustments
Conditions Which Will VOID The Warranty:
This warranty will be void if the product has been subjected to negligence, abuse, misuse, accidental damage, improper operation, improper maintenance, or improper storage. The warranty is also void if damage is due to
unauthorised modifications or alterations.
Batteries:
Please see our battery care information for everything you need to know regarding batteries.
User Manuals:
Hard copies of user manuals are not always supplied with the item. We can send you a pdf version if required.
For any further inquiries or assistance, please don’t hesitate to contact us.
We are here to ensure your mobility needs are met with reliability and satisfaction.
Contact us:
By Phone – 0345 548 5456
WhatsApp/Text - 07706062141
Email – info@platinummobility.uk