Warranty, Repairs & Service Terms

These terms apply to mobility scooters purchased from Welzo and explain our Standard Manufacturer Warranty, optional Extended Warranty, exclusions, troubleshooting process and Paid Mobility Scooter Repair Service.

These warranty terms are separate from your statutory consumer rights. Nothing in these terms excludes, limits or replaces any rights you may have under applicable UK consumer law.

1. Standard 6-Month Manufacturer Warranty

All eligible mobility scooters purchased from Welzo include a 6-month Standard Manufacturer Warranty, beginning on the date the scooter is delivered.

The Standard Warranty is designed to cover eligible manufacturing faults and defects that arise during normal and proper use of the scooter.

The warranty is not:

  • An accidental damage policy
  • A maintenance plan
  • A servicing plan
  • Insurance
  • An unlimited repair service

The fact that a scooter develops a problem during the warranty period does not automatically mean that the repair will be covered free of charge.

Every warranty claim is assessed to determine the nature and likely cause of the reported issue.

2. Manufacturer Faults Covered by the Warranty

The Welzo Mobility Scooter Warranty covers eligible faults attributable to defective materials, components or workmanship.

Subject to assessment, examples may include:

  • Manufacturing defects affecting electrical components
  • Defective motors or controllers
  • Electrical failures attributable to a manufacturing defect
  • Defective switches, controls or displays
  • Component failures resulting from defective materials or workmanship
  • Structural failures attributable to a manufacturing defect
  • Other confirmed manufacturing defects

Each claim is assessed individually.

Welzo may carry out remote troubleshooting, request photographs or videos, or physically inspect the scooter before determining whether the issue qualifies as a warranty repair.

3. Customer-Caused Damage Is Not Covered

Customer-caused damage is not covered by the Welzo Mobility Scooter Warranty.

The warranty covers eligible manufacturing faults. It does not provide free repair for problems caused after delivery through accident, misuse, neglect, improper operation, impact or another external cause.

This applies during both the Standard 6-Month Manufacturer Warranty and any optional 12-Month Extended Warranty.

Examples of issues that are not covered include:

  • Crashing or colliding with another object
  • Dropping or overturning the scooter
  • Impact damage
  • Accidental damage
  • Broken or bent components resulting from impact or misuse
  • Damage caused by excessive force
  • Incorrect folding or unfolding
  • Damage caused while lifting, carrying or transporting the scooter
  • Exceeding the scooter's stated maximum user weight
  • Using the scooter outside its intended purpose or operating limitations
  • Failure to follow the operating instructions
  • Improper operation
  • Neglect
  • Improper storage
  • Damage caused by inappropriate exposure to water or other liquids
  • Failure to carry out reasonable maintenance
  • Unauthorised modifications
  • Use of incompatible replacement parts, chargers or accessories
  • Damage caused by attempted self-repair
  • Damage caused by an unauthorised third-party repairer
  • Deliberate damage

A customer-caused problem does not become a warranty claim simply because the scooter is still within its warranty period.

Where our assessment determines that the issue is not a covered manufacturing fault, any collection, parts, labour or repair required may be chargeable.

4. Wear and Tear Is Not Covered

The warranty does not provide free maintenance or replacement of components that have deteriorated through normal use.

Normal wear and tear is not considered a manufacturing defect.

Depending on the circumstances, this may include:

  • Tyre wear
  • Punctures
  • Inner tubes
  • Brake components
  • Grips
  • Cosmetic wear
  • Scratches and marks
  • Surface deterioration
  • Components naturally subject to deterioration through use
  • Battery deterioration consistent with normal age and use

Where a component itself is established to have suffered an eligible manufacturing defect, it will be assessed under the applicable warranty and your statutory rights.

5. Batteries

Rechargeable batteries are consumable components whose capacity and performance can change over time.

Battery performance may be affected by:

  • Age
  • Number of charging cycles
  • Frequency of use
  • Charging habits
  • Storage conditions
  • Long periods without charging
  • Temperature
  • Terrain
  • User weight
  • Driving conditions

A reduction in battery capacity or achievable range does not automatically mean that the battery is defective.

Battery repair or replacement under warranty will only apply where our assessment determines that there is an eligible manufacturing fault rather than normal degradation, improper charging, poor storage, misuse or another excluded cause.

6. Remote Troubleshooting Is Our First Repair Method

Wherever reasonably possible, Welzo will first attempt to diagnose and resolve scooter problems remotely before arranging for a scooter to be returned.

Many mobility scooter issues can be diagnosed or resolved through:

  • Remote troubleshooting
  • Photographs
  • Video demonstrations
  • Telephone or written guidance
  • Battery and charger checks
  • Connection checks
  • Reset procedures
  • Adjustment guidance
  • Replacement of straightforward components where appropriate

This approach can resolve problems more quickly and reduces unnecessary collection, transport and handling costs.

Customers making a warranty claim are expected to cooperate with reasonable remote troubleshooting instructions provided by Welzo.

We will not ask customers to undertake work that we consider unsafe or that reasonably requires specialist technical expertise.

7. If Remote Troubleshooting Does Not Resolve the Problem

We recognise that some faults cannot be properly diagnosed or repaired remotely.

Where reasonable troubleshooting has been attempted and the issue remains unresolved, Welzo can accept the scooter back for physical inspection and repair where appropriate.

We may also arrange a physical inspection where:

  • The problem cannot reasonably be diagnosed remotely
  • Troubleshooting has been attempted but has not resolved the issue
  • A component requires specialist inspection
  • The customer cannot reasonably complete the requested troubleshooting
  • We determine that workshop assessment is necessary
  • The nature of the fault makes remote troubleshooting inappropriate

Whether collection, inspection and repair are provided under warranty or through the Paid Mobility Scooter Repair Service will depend on the scooter's age, warranty status, nature and cause of the issue, and our inspection findings.

8. Making a Warranty Claim

Before approving a warranty repair or collection, Welzo may ask you to provide information reasonably required to assess the problem.

This may include:

  • Your Welzo order number
  • Scooter model
  • Serial number
  • Description of the problem
  • When the problem started
  • Details of what occurred immediately before the issue developed
  • Photographs of the scooter
  • Photographs of any visible damage
  • A short video demonstrating the fault
  • Battery and charging information
  • Information regarding storage or use
  • Completion of reasonable troubleshooting steps

Providing evidence that a problem exists does not itself confirm that the problem is covered by warranty.

9. Physical Inspection

Where the cause of a problem cannot be established remotely, Welzo may arrange or request a physical inspection.

Collection or inspection of a scooter does not constitute acceptance that:

  • The scooter has a manufacturing defect
  • The issue is covered by warranty
  • Welzo is responsible for the problem
  • A free repair is required
  • A replacement scooter is required
  • A refund is due

The purpose of the inspection is to establish the nature and likely cause of the reported issue.

10. If Customer Damage or a Non-Warranty Issue Is Found

If inspection determines that the problem has resulted from accidental damage, misuse, wear and tear, poor maintenance, improper storage, impact or another excluded cause, the repair will not be covered by the Welzo Manufacturer Warranty.

Where possible, we will offer the customer the option of proceeding with a paid repair.

We may provide photographs, technician findings or other information explaining why the repair has been classified as non-warranty work.

11. Standard Warranty Period

The Standard Manufacturer Warranty lasts for:

6 months from the original date of delivery.

After the 6-month Standard Manufacturer Warranty expires, free repairs under the Welzo commercial warranty are no longer available unless the customer purchased an applicable Extended Warranty.

Customers requiring repairs after this period can use our Paid Mobility Scooter Repair Service, subject to any applicable statutory consumer rights.

12. Optional 12-Month Extended Warranty

Where offered, customers may purchase an optional 12-Month Extended Warranty when purchasing their mobility scooter.

Where purchased, this extends eligible manufacturer-fault warranty coverage from:

6 months to a total of 12 months from the original delivery date.

The Extended Warranty covers eligible manufacturing faults during the Extended Warranty period, subject to the same general exclusions contained in these terms.

It does not provide accidental damage insurance or unlimited maintenance and repair.

Customer-caused damage, misuse, accidental damage and normal wear and tear remain excluded.

13. Extended Warranty Must Be Purchased at Checkout

The Extended Warranty must be specifically selected and paid for when the scooter is originally purchased at checkout.

Proof of Extended Warranty coverage must appear on the customer's original order, order confirmation or another applicable Welzo purchase record.

If the Extended Warranty does not appear on the original purchase, the scooter has the Standard 6-Month Manufacturer Warranty only.

14. Extended Warranty Cannot Be Purchased Retrospectively

The Mobility Scooter Extended Warranty cannot be added after the original scooter purchase has been completed.

This includes where:

  • The customer forgot to select it at checkout
  • The customer changes their mind after ordering
  • The scooter has already been delivered
  • A fault subsequently develops
  • A problem has already been reported
  • The Standard Warranty is approaching expiry
  • The Standard Warranty has already expired

Customers cannot purchase Extended Warranty protection retrospectively after a fault or other issue has arisen.

15. Welzo Plus Is Not an Extended Warranty

Welzo Plus membership is not a Mobility Scooter Extended Warranty.

Welzo Plus does not automatically extend the scooter's Standard Manufacturer Warranty from 6 months to 12 months.

The Mobility Scooter Extended Warranty is a separate checkout option and must have been specifically purchased with the original mobility scooter order.

16. Repairs After 6 Months

Where a scooter is more than 6 months old and no applicable Extended Warranty was purchased, Welzo's standard commercial repair service is chargeable.

Customers can book our Paid Mobility Scooter Repair Service here:

Mobility Scooter Repair Service

We will still normally attempt to troubleshoot and diagnose the problem remotely first.

If the issue cannot reasonably be resolved remotely, the scooter can be returned for assessment and repair through the applicable paid service.

17. Paid Mobility Scooter Repair Service

Our standard repair options currently include:

Basic Repair — £89
Includes initial technical assessment and standard minor repair work. Major repairs, significant replacement parts and extensive labour are not included in the Basic Repair price.

Replacement Box — £30
Applies where the original scooter box or suitable protective packaging is no longer available and Welzo needs to provide replacement packaging.

Return Delivery — UK Mainland Only — £45
Applies to standard return delivery within UK Mainland.

Basic Repair + Replacement Box — £114

Basic Repair + Return Delivery — £134

Basic Repair + Return Delivery + Replacement Box — £159

The current prices displayed on the Mobility Scooter Repair Service page at the time the service is purchased will apply.

Book the Mobility Scooter Repair Service

18. Major Repairs and Additional Charges

The Basic Repair service does not provide unlimited repairs, unlimited replacement parts or unlimited labour.

Additional charges may apply where our technicians identify:

  • Major mechanical repairs
  • Major electrical repairs
  • Replacement batteries
  • Replacement motors
  • Replacement controllers
  • Replacement electrical components
  • Replacement wheels or tyres
  • Structural repairs
  • Significant accidental damage
  • Extensive labour
  • Major servicing
  • Refurbishment
  • Multiple replacement parts
  • Specialist technical work

Where additional chargeable work is required, we will normally provide details of the work required and the additional price before proceeding.

Additional chargeable repair work will not be undertaken without the customer's approval.

19. Collection and Delivery Charges

The standard return-delivery charge applies to standard UK Mainland delivery within our normal courier network.

Additional collection or delivery charges may apply where:

  • The customer's location is significantly further away
  • The location is outside UK Mainland
  • The location is outside our standard courier network
  • The location attracts substantially higher transport costs
  • Specialist transport is required
  • Additional handling or collection arrangements are necessary

Where reasonably possible, we will inform the customer of any additional transport charges before arranging the relevant service.

20. Packaging and Replacement Box

Scooters must be appropriately packaged for transport.

Customers should retain their original scooter box and protective packaging wherever possible.

If the original box is no longer available and Welzo needs to supply replacement packaging:

Replacement Box: £30

The applicable charge must normally be paid before replacement packaging is dispatched.

The replacement packaging charge is separate from any repair, parts, collection, delivery or additional labour charges unless included within a repair-service bundle purchased by the customer.

Customers should not hand an inadequately packaged scooter to a courier, as inadequate packaging may result in transport damage.

21. If a Scooter Cannot Be Repaired

Purchasing the Paid Mobility Scooter Repair Service does not guarantee that every scooter can be repaired.

Following inspection, we may determine that a scooter is:

  • Beyond economical repair
  • Unsafe to repair
  • Severely damaged
  • In need of components that are unavailable
  • More economical to replace than repair

Where this occurs, we will contact the customer to explain the available options.

22. Statutory Consumer Rights

The Welzo 6-Month Standard Manufacturer Warranty and optional 12-Month Extended Warranty are commercial warranty benefits.

They are separate from your statutory consumer rights.

The expiry of a Welzo commercial warranty does not automatically mean that all statutory rights have expired.

Under the Consumer Rights Act 2015, goods supplied by a trader must meet applicable legal requirements, including being of satisfactory quality, fit for purpose and as described.

The legal position regarding evidence may depend on when a problem arises.

Where applicable, if a fault becomes apparent within the first six months after delivery, consumer law may presume that the relevant lack of conformity existed when the goods were supplied unless the trader establishes otherwise.

After the first six months, a customer making a statutory claim may generally be required to establish that the relevant fault or lack of conformity existed at the time the goods were supplied.

Statutory consumer rights do not make Welzo responsible for every problem that occurs during ownership.

For example, they do not automatically entitle a customer to a free remedy for customer-caused damage, accidents, misuse or ordinary wear and tear.

If your Welzo commercial warranty has expired but you believe that you have a valid statutory claim, please contact our Customer Service team with details of your claim and appropriate supporting evidence.

Welzo will assess valid statutory claims separately from the commercial warranty.

Nothing in these terms is intended to exclude or restrict rights that cannot legally be excluded or restricted.

23. Summary

Standard Manufacturer Warranty:
6 months from delivery.

What does the warranty cover?
Eligible manufacturing faults and defects.

Does it cover customer-caused damage?
No.

Does it cover accidental damage?
No.

Does it cover misuse?
No.

Does it cover normal wear and tear?
No.

What happens when a fault is reported?
Welzo will normally attempt remote troubleshooting first.

What if remote troubleshooting cannot resolve the issue?
Where appropriate, Welzo can accept the scooter back for physical inspection and repair.

Extended Warranty:
Extends eligible manufacturer-fault coverage to a total of 12 months from delivery.

When must the Extended Warranty be purchased?
At checkout with the original scooter purchase.

Can the Extended Warranty be purchased later?
No. It cannot be added retrospectively.

Does Welzo Plus provide the Extended Warranty?
No.

What happens after 6 months without an Extended Warranty?
Customers can use our Paid Mobility Scooter Repair Service, subject to any applicable statutory rights.

Basic Repair:
£89.

Replacement Box:
£30.

UK Mainland Return Delivery:
£45.

Basic Repair + Replacement Box:
£114.

Basic Repair + Return Delivery:
£134.

Basic Repair + Return Delivery + Replacement Box:
£159.

Major repair required?
Additional parts, servicing and labour charges may apply, subject to approval before additional chargeable work is undertaken.

Collection or delivery outside the standard area?
Additional transport charges may apply.

Repair Service:
https://welzo.com/products/mobility-scooter-repair-service

Are statutory consumer rights affected?
No.