Returns policy

At Mobalite, we are committed to ensuring you are delighted with your purchase. We understand that sometimes you may need to return an item, and we have designed our policy to be as clear and straightforward as possible.

Please read this policy carefully before making a purchase.

1. Change of Mind Returns

If you have changed your mind about your purchase, you can return your scooter to us within 30 days of the delivery date. To be eligible for a “Change of Mind” return, the following conditions are essential:

• The scooter must be completely unused and in its original, “as new” condition.
• The scooter must show no signs of wear, dirt, dust, scuffs, or any other damage. For clarity, this means the scooter cannot have been used outdoors or trialled on any surface that could mark the wheels or chassis.
• It must be returned in its original, undamaged packaging, including all internal protective materials (e.g., foam, cardboard inserts).
• All accessories, manuals, keys, chargers, and any other included items must be returned in their original, unused condition.

Essentially, the product must be in a state where it can be sold to another customer as brand new.

Please Note: We reserve the right to refuse a refund if the returned item does not meet these conditions. If a returned scooter is found to be used or damaged, it will be sent back to you at your own expense.

2. Faulty, Damaged, or Incorrect Items

We take great care to ensure your scooter arrives in perfect condition. However, if your item is faulty, damaged in transit, or not the item you ordered, please follow these steps:

• Damaged in Transit: If you notice any damage to the packaging upon delivery, please notify the courier and contact us immediately, or at the latest within 48 hours of receiving your order.
• Faulty or Incorrect Item: If the scooter is faulty or incorrect, please contact us within 30 days of delivery.

In these cases, please contact our Customer Service team with your order number and photographic evidence of the damage or fault. We will arrange for the collection of the item and, following an inspection, will offer a replacement or a full refund.

3. How to Initiate a Return

1. Contact Us: To start the returns process, please email our Customer Service team at returns@mobalite.co.uk or call us at 07804776617.
2. Provide Information: Please provide your full name, order number, and the reason for the return (e.g., “Change of Mind” or “Item Faulty”). For faulty/damaged items, please attach photos.
3. Receive Authorisation: Do not send the item back until you have received a Return Authorisation Number (RAN) and specific instructions from our team. This ensures your return is processed efficiently.
4. Package Your Item: Securely package the scooter in its original box with all original contents. Write the RAN clearly on the outside of the package.

4. Refunds

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

• If your return is approved, a refund will be processed to your original method of payment within 10-14 working days.
• For “Change of Mind” returns, the original delivery charge is non-refundable. The cost of the return shipping may also be deducted from your refund unless otherwise agreed.
• If your return is rejected because it does not meet the conditions outlined in Section 1, we will contact you to arrange for the item to be returned to you at your cost.

5. Manufacturer’s Warranty

For faults that develop after the initial 30-day period, your scooter is covered by the manufacturer’s warranty. Please refer to the warranty documentation included with your scooter for details on how to make a claim. We are happy to assist you in finding the correct contact information for the manufacturer if needed.

This policy does not affect your statutory rights.

If you have any questions about our returns policy, please do not hesitate to contact us.

Mobalite Customer Service Email: returns@mobalite.co.uk  Phone: 07804776617 Website: mobalite.co.uk