A higher level of after-purchase protection as standard.
Mobility products can be complex machines (both mechanically and electrically) that become a lifeline for our customers and as such, we have developed a strong customer support service for our customers to give them the same peace of mind if anything goes wrong that they would expect from a traditional high street store.
What's the difference between insurance and warranty?
Warranty is included as standard for the first year, and covers something going wrong with the product. Insurance is available on powered mobility scooters, and wheelchairs and is completely optional. Similar to car insurance, it provides cover for accidents, such as theft, user-caused damage, and the consequences of an accident such as injury.
What warranty comes with each type of product?
Scooters & Electric wheelchairs: 1yr all-inclusive, extendable up to 5yrs.
Actilife Riser Recliners: 1yr all-inclusive, optional 5yr extension available that also includes accidental damage cover.
Made to order British furniture and beds: 5 year on the frame and mechanism, optional 5 year accidental damage cover available.
Everything else: 1 year all-inclusive warranty.
What happens if i need a warranty repair?
If the fault is obvious and easy to repair We will make an appointment for an engineer to visit your home to replace the faulty parts free of charge.
If the fault is obvious but hard to repair, or the item needs diagnostic work We will uplift the item from your home to our workshop free of charge. Normally we have things repaired and on their way back with customers within 3 working days after they've been collected.
If the fault is not obvious and requires diagnostic work We will ask you to either deliver your item into our workshop in Wiltshire in person or with your own courier, or utilise our collection courier service for a £70 deposit for large items such as scooters, powerchairs or furniture, and £20 for smaller items like rollators. This deposit is refunded if a genuine fault is found with the item, with repairs then being made and the item returned to you by our courier at our own cost.
If the fault is discovered to be caused by user error or accident We will contact you with a repair and return quote for approval before making repairs. Costs for user-damaged repairs will also include the collection and return delivery charges, unless the customer delivers and collects themselves. If you are concerned about this possibility and are buying a scooter or electric wheelchair, we recommend taking out insurance at the point of purchase, which covers the cost of accidental factors such as user damage and theft.
If you are close enough to our workshop in Wiltshire: You are also welcome to bring the item in for a workshop repair. Our engineer can discuss the problem with you, and will normally have it fixed within 1 working day. There is no need to wait for the repair, we will deliver the scooter back to you by courier for your convenience.
What does the optional scooter/powerchair insurance cover?
The 'Standard' insurance option covers loss, damage, legal liability for injuring others, breakdown recovery, loss of keys, personal injury and loss of belongings, hire costs while waiting for repair, plus cover for mugging.
If you choose to opt-in when ordering, we can offer 1 month of Plus insurance free of charge. Many customers choose this option as it gives peace of mind while you spend the first month getting used to your Power Chair, in the knowledge there is no automatic renewal and therefore no unexpected direct debit when the month ends, instead the insurer, Mark Bates Ltd, will be in touch to check if you want to renew. You can view full details on the free insurance in the IPID here.
'Plus' insurance adds cover for punctures, legal cover if someone else hits you, pet and dental cover, automatic cover for any manual wheelchairs you own, and any driver using your power chair or scooter being automatically covered. You can view the full breakdown of the things covered by both the standard and the plus insurance in the IPID here.
What does the optional 5yr Furniture insurance cover?
This paid option extends the warranty covering parts, labour and call-outs in the event of a fault to a total of 5 years and also adds accidental damage cover, to ensure that you are insured against pet damage, stains and more. For full details on this insurance policy, please click here to view the Insurance Product Information Document.
Warranty Exclusions on all products
Labour or call-out availability and/or costs to outlying islands - We do not guarantee that call-outs or labour will be covered on any outlying island. Only mainland England, Scotland and Wales are guaranteed by our warranty policies. Despite this, we will always do our best to remedy issues where the product was delivered to an outlying island.
Damage caused to the product caused by improper use or assembly.
Carriage costs to and from our head offices where an item is found to not be faulty - Where a product cannot be found to be faulty by our field engineers, and/or the customer requests a final inspection at our head office, we reserve the right to charge the customer a carriage deposit to and from their premises up to the value of £100. This purely covers our carriage costs. If a genuine fault is found with the product, this deposit will be fully refunded.
Perishable (wear and tear) components on mobility products, such as getting a puncture.
Damage caused by the user such as scrapes, damage from liquids
Batteries: The max warranty on mobility batteries is 1 year (6 months on clearance items) and is only effective if the batteries have been treated properly as per the instructions that came with your product.
Taking your equipment outside the UK. Unfortunately at the moment, we are only UK-Based and cannot extend any engineer services, whether paid for, or included in your warranty outside of the English, Welsh and Scottish Mainland
Any mobility product suffering loss or damage occurring whilst in the possession or control of airport authorities, airlines, baggage handlers or whilst on an aircraft.
Mobility South West Ltd T/A Glebe Mobility is an appointed representative of Mark Bates Ltd t/a Premier Care, Premier House, Londonthorpe Road, Grantham, Lincs, NG31 9SN who are authorised and regulated by the Financial Conduct Authority. Number: 308390
Mobility South West Ltd T/A Glebe Healthcare & Mobility is a credit broker, not a lender and is authorised and regulated by the Financial Conduct Authority (FRN 979815). We do not charge you for credit broking services. Finance is introduced through the Deko platform from a carefully selected panel of lenders. Deko is a trading name of Pay4Later Ltd, which is authorised and regulated by the Financial Conduct Authority (FRN 728646). Deko is a credit broker, not a lender and does not charge you for credit broking services. Whichever lender Deko introduces you to, Deko will typically receive a commission from them (either a fixed fee or a percentage of the amount you borrow). For your reassurance, all of the lenders Deko works with could pay commission at different rates, but the commission received does not influence the interest rate you will pay. You will be offered the best rate available from Deko’s partner lenders, based on the lenders’ decision policies.