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.

If you change your mind:

We understand that sometimes the chair you purchase 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, as a last resort, be given a refund.

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Any refunds will be made via the platform on which the payment was originally made.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.

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. We will send the form to you with your chair please return to us at your earliest opportunity.

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. Whist 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 the chair at our expense at any time within 90 days of the purchase date.

Support Options: If your chair/scooter develops a fault please contact us immediately.

Fault Reporting: 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: You have the option to either bring the power chair to our facility or arrange for collection by a reputable pallet company.

We highly recommend using a reputable pallet delivery company and 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’ll cover the expenses of sending the chair back to you once it’s fixed.

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.

Unfortunately, we occasionally get dishonest people trying to pass off damage as a fault or making up false claims.

Warranty Exclusions: It’s important to note that certain components are not covered under warranty. These exclusions include:

• Plastic housings
• Tyres
• Decoration & 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.

Other: If something has happened to your chair that isn’t covered under the warranty, give us a call, we will advise the cost of repair and you can decide whether or not to proceed.

For any further inquiries or assistance, please don’t hesitate to contact us. We’re here to ensure your mobility needs are met with reliability and satisfaction.

Contact us:

By Phone – 0345 548 5456

WhatsApp/Text – 07706062141

Email – mobilityplatinum@gmail.com

These terms and conditions are governed by and construed in accordance with the laws of England and Wales.