Refund & Return Policy

To receive a full refund, the returned product must be:

• Complete and in a saleable condition
• Returned with all supplied batteries, chargers, accessories, baskets, bags, manuals and documentation
• Returned in its original box and protective packaging where available
• Free from scratches, scuffs, marks, dirt, damage and excessive wear
• Free from signs of outdoor use
• Accompanied by proof of purchase

You may carefully inspect the product and carry out a brief test indoors on a clean, dry and level surface.

For change-of-mind returns requested after the initial 14-day statutory cancellation period, but within our 30-day returns window, the product must be returned in a saleable condition and in its original packaging where reasonably available.

Please retain the original box and all protective packaging until you are certain that you wish to keep the product.

Please contact Newbi Move before sending anything back.

Email: support@newbimove.co.uk
Telephone: 07990 162 768

Please provide:

• Your full name
• Your order number
• The product you wish to return
• The reason for the return
• Photographs showing the product’s condition
• Photographs or videos of any fault, damage or missing parts, where applicable

Once your return has been authorised, we will provide a return reference, the correct return address and further instructions.

Please do not return products to our registered office unless we have specifically instructed you to do so.

Arrange Your Own Return

You may arrange and pay for your own suitable tracked and insured courier.

Please contact us first so we can provide the correct return address and return instructions.

The product must be packaged securely to prevent damage during transit. We strongly recommend using a tracked and insured service appropriate for the product’s size, weight and value.

Collection Arranged by Newbi Move

Newbi Move can arrange collection of mobility scooters, wheelchairs and other large products on your behalf.

For non-faulty and change-of-mind returns, the collection charge will be confirmed before collection is booked and will not exceed £40.

The agreed collection charge may be deducted from your refund.

Please ensure the product is securely packaged and ready for collection on the agreed date.

We recommend testing mobility scooters and wheelchairs indoors on a clean, dry and level surface until you are satisfied that you wish to keep the product.

Outdoor use will normally go beyond the level of inspection expected in a shop and may result in a reasonable deduction from your refund to reflect any reduction in value.

A reasonable deduction may also be made if the product is returned with:

• Scratches, scuffs, knocks or other damage
• Dirt, staining or signs of outdoor use
• Missing parts, accessories or documentation
• Excessive wear
• Damage caused by inadequate return packaging
• Alterations or unauthorised repairs

Any deduction will reflect the reasonable reduction in value or the cost of cleaning, repairing, replacing missing parts or restoring the product.

We recommend taking clear photographs of the product and its packaging immediately before it is returned or collected.

Please contact us as soon as possible if your product:

• Arrives damaged
• Is faulty
• Has missing parts
• Is incorrect or not as described

Where the issue is confirmed, Newbi Move will arrange collection or reimburse reasonable return costs. You will not be charged the £40 collection fee for a confirmed faulty, damaged or incorrect product.

Please provide photographs or videos where possible so we can assess the problem and arrange the most appropriate solution.

Your legal rights relating to faulty, damaged, incorrect or misdescribed goods are not limited by our 30-day change-of-mind returns policy or the product’s warranty.

Once the returned product has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to the original payment method within 14 days of receiving the returned product, or where legally applicable, receiving satisfactory evidence that it has been sent back.

For cancellations made within the statutory cancellation period, we will refund the product price and the cost of our standard delivery service where a delivery charge was paid.

If you selected a more expensive delivery option, only the equivalent cost of our standard delivery service will be refunded.

Any agreed collection charge or reasonable deduction for diminished value will be clearly explained and deducted from the refund.

Depending on your bank or payment provider, it may take a few additional working days for the refund to appear in your account.

The following products cannot normally be returned for a change of mind unless they are faulty, damaged, incorrect or not as described:

• Custom-made or personalised products
• Products specially adapted to meet your requirements
• Sealed hygiene-sensitive products once opened or used
• Products that cannot be resold for health or hygiene reasons once their protective seal has been removed

This does not affect your statutory rights.

If you wish to cancel an order before it has been dispatched, please contact us as quickly as possible.

We will try to stop the order before dispatch. However, because orders may be processed quickly, we cannot guarantee that cancellation will be possible once the order has entered the dispatch process.

If the order has already been dispatched, the return process and applicable return costs explained in this policy will apply.

Your statutory right to cancel an online order within 14 days of delivery is included within our 30-day returns policy and is not affected by it.

If you notify us that you wish to cancel during this statutory 14-day period, you then have a further 14 days to send the goods back. You do not need to give a reason for cancelling.

During this period, you may inspect the product as you reasonably would in a shop. The absence of original packaging alone does not remove your statutory cancellation rights.

However, if the product has been handled, used or damaged beyond what is reasonably necessary to inspect it, we may make a reasonable deduction from the refund to reflect the reduction in value.