Terms & Conditions

Last updated: 13 November 2026

Please read these terms before you place an order. They explain who we are, how we sell products to you, your rights if you change your mind or something goes wrong, and other important information. These terms do not affect your legal rights.

1. About us

MobilityScooters.co.uk is operated by Isterling’s Ltd, a company registered in England and Wales (company number 11425919), registered office: Lancaster House, Concorde Way, Millennium Business Park, Mansfield, Nottinghamshire, NG19 7DW. Isterling’s Ltd also trades as “Premier Community – Mobility Shop”. In these terms, “we”, “us” and “our” mean Isterling’s Ltd, and “you” means the person buying from us.

You can contact us by email at [email protected], through our Get in touch page, or by post to the address above.

2. What these terms cover

These terms apply when you buy products from us through this website, by phone or by email, and to purchases made in our showrooms where stated. They apply to consumers buying for personal use. Scooter hire and servicing and repairs are covered by separate terms, which we will give you when you book.

3. Placing an order

• Your order is an offer to buy. A contract is formed when we email you to confirm we have accepted your order and it has been dispatched or is ready for delivery or collection.
• We may decline an order, for example if a product is out of stock, if we cannot deliver to your area, or if there is an obvious error in the price or description. If we decline after you have paid, we will refund you in full.
• Product images are for illustration. Colours and finishes may vary slightly.
• Please check that a product is suitable for you before you buy, including the user weight limit, size, range and where you plan to use and store it. Our team is happy to help you choose.

4. Prices and payment

• Prices are shown in pounds sterling and include VAT where VAT applies. Any delivery charge is shown before you pay.
• Online card payments are processed securely by Stripe. We do not store your full card details.
• If we discover an obvious pricing error, we will contact you and you can choose to go ahead at the correct price or cancel for a full refund.

5. VAT relief

Some mobility products can be bought without VAT if you have a qualifying long-term illness or disability and the product is for your personal use. To claim VAT relief you must complete an eligibility declaration. You are responsible for making sure your declaration is true. If it is not, you may have to pay the VAT that would have been due. Our staff cannot decide whether you are eligible. See our VAT relief guide or HMRC’s guidance if you are unsure.

6. Delivery and collection

• We will agree a delivery or collection date with you. Delivery dates are estimates. If we are going to be late we will tell you as soon as possible.
• Larger items such as mobility scooters may be delivered and handed over by one of our team, who will show you how to use the product safely.
• Please check your order when it arrives and tell us about any damage or missing items as soon as possible.
• The product is your responsibility from when it is delivered to you or you collect it. You own it once we have received full payment.

7. Approved Used products

Products sold as “Approved Used” have been inspected and checked by our engineers before sale. They have been used before, so they may show signs of wear consistent with their age, which we will describe or show where we reasonably can. Any warranty that comes with an Approved Used product is shown on the product page. Your legal rights apply to Approved Used products in the same way as new products, taking into account their age and condition.

8. Warranty

Where a product comes with a warranty from us or the manufacturer, the length and terms are shown on the product page or provided with the product. A warranty is in addition to your legal rights and does not reduce them. Warranties usually do not cover damage caused by accidents, misuse, lack of maintenance, unauthorised repairs or normal wear and tear.

9. Your right to change your mind (14 days)

If you buy from us online, by phone or by email, you have the legal right to cancel your order within 14 days without giving a reason. For products delivered to you, the 14 days start on the day after you receive them.

We also offer a 14-day return on unused products bought in our showrooms, as long as they are in their original condition and packaging.

How to cancel: tell us clearly within the 14 days by emailing [email protected] or through our Get in touch page, with your name, order number and the items you want to return.

Returning the product: you must return the product, or make it available for collection, within 14 days of telling us you want to cancel. You are responsible for the cost of returning items unless they are faulty or not as described. For large items such as mobility scooters that cannot be posted, we can collect them for you. We will tell you the collection charge before we arrange it.

Condition: you may handle and inspect the product as you would in a shop. If it has been used beyond this, damaged, or returned without its parts and accessories, we may reduce your refund to reflect the loss in value.

Refunds: we will refund the price you paid and the standard delivery charge, using the same payment method, within 14 days of receiving the product back (or evidence that you have sent it back).

Exceptions: you cannot cancel for:

• products made, adapted or personalised to your specification; and
• sealed hygiene products, such as bath aids, toilet seats and cushions, once they have been unsealed after delivery,

unless they are faulty or not as described.

10. If something is wrong with your product

Under the Consumer Rights Act 2015, products must be as described, fit for purpose and of satisfactory quality. If they are not:

• within 30 days of delivery you can reject the product for a full refund;
• within six months you can ask us to repair or replace it, and if that is not possible or does not fix the problem, you can have a full refund; and
• after six months you can still ask for a repair or replacement, and if that is not possible, you may be entitled to some money back.

Please contact us as soon as you notice a problem. We will cover the cost of returning or collecting faulty items. This is a summary of your rights. For more information visit Citizens Advice.

11. Using mobility scooters safely and legally

You are responsible for using your scooter safely and in line with the law. Class 3 mobility scooters (road-legal, up to 8 mph) must be registered with the DVLA and must meet certain requirements to be used on the road. Please follow the manufacturer’s instructions, including for charging and maintenance. Our team can advise on the right class of scooter for you.

12. Insurance

We may offer optional insurance for your product through our partner Mark Bates Ltd. Any insurance is a separate contract between you and the insurer, under the insurer’s own policy terms. We are not responsible for decisions made under the policy.

13. Our responsibility to you

• If we break these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our failure to use reasonable care and skill.
• We do not exclude or limit our liability where it would be unlawful, including for death or personal injury caused by our negligence, for fraud, or for breach of your legal rights as a consumer.
• We supply products for domestic and private use. We are not responsible for loss of profit, loss of business or business interruption.

14. Events outside our control

We are not responsible for delays caused by events outside our reasonable control. If this happens we will contact you as soon as possible and take steps to reduce the delay. If the delay is likely to be substantial, you can cancel and receive a refund for products you have paid for but not received.

15. Complaints

If you are not happy, please contact us at [email protected] or through our Get in touch page and we will do our best to put things right.

16. Your personal information

We use your personal information as set out in our Privacy Policy.

17. Other important terms

• We may update these terms from time to time. The terms that apply to your order are the ones shown on this website when you placed it.
• If a court decides any part of these terms is invalid, the rest will still apply.
• These terms are governed by the law of England and Wales. You can bring legal proceedings in the courts of England and Wales, or if you live in Scotland or Northern Ireland, in the courts of your home country.