FAQ

Most orders arrive within 1–3 working days.

Orders placed before 12:00 midday, Monday to Friday, are normally processed and dispatched on the same working day. Orders placed after midday, at weekends or on public holidays are normally processed on the next working day.

Once your order has been dispatched, tracking information will normally be sent to the email address used when placing your order.

Deliveries to non-mainland or remote locations may take a little longer.

We provide free delivery to eligible addresses throughout the United Kingdom, including Northern Ireland.

If your address is on a remote island or is not accepted by our checkout, you will not be able to complete the order online. Please call or email us before ordering and we will confirm whether delivery is available to your address.

We currently deliver within the United Kingdom only and do not deliver to the Republic of Ireland or other international destinations.

Yes. Our products are supplied from UK stock and dispatched using trusted UK couriers, helping us provide fast delivery and UK-based after-sales support.

Please contact us as quickly as possible if you need to change your delivery address, amend your order or cancel it.

We process orders quickly, so we cannot guarantee that a change or cancellation will be possible once an order has entered the dispatch process.

If your order has already been dispatched, our normal return process and any applicable return costs will apply.

Please inspect your order when it arrives and contact Newbi Move as soon as possible if the product is damaged, incorrect or has missing parts.

Please keep the product and all packaging and, where possible, send us:

• Your order number
• Photographs of the product and packaging
• Photographs of the delivery label
• A short description of the problem

Please do not use or attempt to repair a damaged product before contacting us.

Where the issue is confirmed, we will arrange the appropriate repair, replacement or collection at no cost to you.

The right scooter depends on how and where you intend to use it.

Important points to compare include:

• The scooter’s total weight and the heaviest part you may need to lift
• Whether it folds or dismantles for transport
• Its folded dimensions and the available space in your car boot
• Maximum user weight
• Estimated battery range
• The type of surfaces and journeys for which it is designed

If you are unsure, please call or WhatsApp Ronnie before ordering. We will help you compare the models without any pressure.

Most scooters arrive largely assembled and require only minimal preparation.

Depending on the model, you may need to unfold or assemble the scooter, fit simple components such as the seat, armrests or basket, insert the battery and fully charge it before first use.

Always read the supplied user manual and complete the recommended safety checks before using the product.

Many of our models have a removable battery that can be charged separately, allowing you to charge it indoors while leaving the scooter in your car, hallway or garage.

Battery design and charging options vary by model, so please check the individual product description or contact us before ordering if separate charging is important to you.

Always use the charger supplied or approved for your product and follow the charging instructions in the user manual.

The estimated range varies by model and is shown on each product page.

Published ranges are estimates rather than guarantees. The distance achieved can be affected by:

• User weight and any luggage
• Hills, gradients and surface conditions
• Frequent stopping and starting
• Temperature and weather conditions
• Battery age, condition and charge level
• Tyre condition and pressure, where applicable

We recommend allowing a sensible safety margin rather than planning a journey around the maximum quoted range.

The maximum user weight varies by model.

Please check the specifications on the individual product page before ordering and never exceed the stated maximum user weight. If you are unsure which model is suitable, contact us and we will help you compare the options.

Some models have removable lithium batteries and may be suitable for air travel, but requirements vary by scooter, battery and airline.

Airline approval is never automatic. You must contact your airline before booking or travelling and confirm its current rules for mobility equipment and lithium batteries.

The airline may ask for the scooter’s dimensions and weight together with the battery type, voltage, capacity and watt-hour rating.

Please contact us if you need help locating the specifications for a particular model, but final approval must come directly from the airline.

All orders must be paid securely through our website before they can be processed and dispatched.

We accept major debit and credit cards, together with the other secure payment methods displayed at checkout.

We do not accept cash payments or payment on delivery.

You can pay in full or, if eligible, use Klarna or Shop Pay to pay in instalments. Your chosen payment arrangement must be approved and the first required payment successfully completed before the product is dispatched.

Yes. You can pay in full, or eligible customers may be offered instalment options through Klarna or Shop Pay where these options are displayed.

The product page and checkout will show the available payment options and the exact instalment amounts for your purchase. Some purchases may be eligible for interest-free instalments.

Instalment options are provided by the relevant payment provider and are subject to eligibility, approval and the provider’s terms and conditions. Newbi Move cannot guarantee that an instalment application will be approved.

Unless stated otherwise on the individual product page, our mobility scooters include a 12-month manufacturer’s warranty on the main scooter components.

Because batteries are consumable components, they are covered by a separate 6-month manufacturer’s warranty.

Please retain your Newbi Move order confirmation as proof of purchase.

The manufacturer’s warranty is provided in addition to, and does not affect, your statutory consumer rights.

The warranty covers eligible manufacturing faults. It does not normally cover:

• Normal wear and tear
• Consumable or wear items such as tyres, upholstery and cosmetic finishes
• Accidental damage, misuse or neglect
• Damage caused by incorrect charging, maintenance or storage
• Water damage or damage caused by extreme conditions
• Unauthorised alterations, modifications or repairs

Every claim is assessed according to the product, the reported fault and the full manufacturer’s warranty terms.

Your purchase is made with Newbi Move, so we remain your first point of contact if you need assistance.

Please contact us with your order number, a clear description of the problem and photographs or a short video where possible. This will help us assess the issue more quickly.

Where required, we will coordinate with the relevant UK supplier or manufacturer support team regarding technical advice, replacement parts, assessment or warranty repairs.

Yes. If you change your mind, you must notify Newbi Move within 30 days of receiving your order.

Once your return has been authorised and you have received our return instructions, the product must be sent back within 14 days.

You may carefully inspect the product and carry out a brief test indoors on a clean, dry and level surface. Outdoor use, damage, missing parts or excessive handling may result in a reasonable deduction from your refund.

For a non-faulty return, you can arrange and pay for your own suitable tracked and insured courier, or Newbi Move can arrange collection on your behalf for a charge of up to £40.

Please read our complete Refund & Returns Policy before returning a product.