Warranty & Aftercare

Your purchase is made with Newbi Move, so we remain your first point of contact for warranty and after-sales support.

Where required, we may coordinate technical assessment, replacement parts, collection or repairs with the relevant UK supplier, manufacturer or service partner.

Please contact Newbi Move rather than returning a product or contacting a third-party repairer yourself. This helps us keep an accurate record of the issue and arrange the correct support.

Unless stated otherwise on the individual product page:

• Mobility scooters and powered wheelchairs include a 12-month manufacturer’s warranty on their main components.
• Batteries include a separate 6-month manufacturer’s warranty because they are consumable components.

The warranty period begins from the date of purchase.

Warranty periods for non-powered products, accessories or individual replacement parts may vary. Please check the relevant product page or contact us for confirmation.

The manufacturer’s warranty covers eligible manufacturing defects arising during normal use and may include faults affecting:

• The main frame structure
• Electrical and mechanical components
• The electric control system and controller
• The motor and gearbox
• The original charger
• Electrical connectors
• The battery during its separate 6-month warranty period

Coverage depends on the reported problem being confirmed as an eligible manufacturing fault following assessment.

Batteries are covered for 6 months from the date of purchase against eligible manufacturing faults.

Batteries naturally lose capacity over time and with use. Normal deterioration, reduced range caused by ageing or damage resulting from incorrect charging, unsuitable storage or use of an incompatible charger is not normally considered a manufacturing fault.

Always use the supplied or approved charger and follow the battery care and storage instructions in the product manual.

The manufacturer’s warranty does not normally cover:

• Normal wear and tear
• Consumable or wear items such as tyres, upholstery, seat covers and lubricants
• Scratches, cosmetic damage, fading or deterioration of finishes
• Damage caused by accidents, misuse, overloading, negligence or improper operation
• Damage caused by inadequate maintenance, incorrect charging or unsuitable storage
• Water, liquid, fire, flood or other external damage
• Unauthorised alterations, modifications or repairs
• Damage caused by incompatible parts, accessories or chargers

Each claim is considered individually according to the product, the reported fault, its condition and the full manufacturer’s warranty terms.

Please contact Newbi Move as soon as possible after noticing a problem.

If the product appears unsafe, has unusual electrical behaviour or further use may cause additional damage, stop using it until you have received guidance.

Please provide:

• Your full name and contact details
• Your Newbi Move order number
• The product model and serial number, where available
• A clear description of the problem and when it began
• Photographs or a short video showing the issue, where possible

Please do not dismantle, modify or attempt an unauthorised repair before contacting us.

We will review the information provided and may ask you to complete some safe, straightforward checks or send additional photographs or videos.

Depending on the product and reported issue, support may include:

• Remote troubleshooting or technical guidance
• Sending an approved replacement part
• Arranging collection for inspection or depot repair
• Repairing or replacing the product
• Providing another appropriate remedy where required

We will keep you informed of the assessment and explain the proposed solution before chargeable work is carried out.

If a product needs to be returned for inspection or repair, we will provide the correct instructions and, where appropriate, arrange collection.

Please retain the original box and protective packaging where possible. Mobility products must be packaged securely to prevent damage during transport.

If the original packaging is unavailable, you may need to obtain suitable replacement packaging. Where available, replacement packaging or specialist packing assistance may carry a charge.

The absence of original packaging does not remove your statutory rights, but the product must still be packaged safely for transportation.

Please do not send products to our registered office or any other address unless Newbi Move has specifically instructed you to do so.

If the issue is confirmed as an eligible manufacturing fault covered by the warranty, the appropriate warranty repair or replacement and any necessary arranged collection will be provided without charge.

If assessment shows that the issue is not covered by the warranty, we will explain the findings. Reasonable charges may apply for inspection, collection, redelivery, packaging, replacement parts or repair work.

Where possible, we will explain any anticipated charge and obtain your agreement before chargeable work proceeds.

These potential charges do not apply where Newbi Move is legally required to provide a repair, replacement or other remedy under your statutory consumer rights.

Maintenance, servicing, replacement parts, remote technical support and out-of-warranty repairs may be available for selected products.

Availability depends on the product model, required parts, service location and the nature of the work. Callouts or collection-based repairs may not be available in every area.

Please contact Newbi Move with your model, serial number and a description of the service or repair required. We will check availability with the appropriate UK service partner and provide further information or a quotation where possible.

Do not arrange third-party repairs during the warranty period without speaking to us first, as unauthorised work may affect warranty coverage.

No. The warranty covers eligible faults; it does not replace our change-of-mind return process.

If you wish to return a product because you have changed your mind, please read our Refund & Returns Policy and contact us within the applicable return period.

The manufacturer’s warranty is provided in addition to your statutory rights and does not replace or restrict them.

Your legal rights may apply where goods are faulty, not of satisfactory quality, not fit for purpose or not as described. The expiry of a manufacturer’s warranty does not automatically mean that you have no legal rights.

Nothing on this page affects your rights under the Consumer Rights Act 2015 or other applicable UK consumer legislation.