Refund policy

DBX Mobility aims to provide confidence and clarity when purchasing refurbished mobility equipment. If you are not satisfied with your purchase, you can request a return within 14 days of receiving your item.

Return Eligibility

To be eligible for a return, the item must be in the same condition as when it was delivered. This includes being unmodified, free from excessive wear, and returned with all original components such as batteries, charger, seating, manuals, accessories, and packaging. We may refuse a return or deduct a reasonable amount from your refund if the item shows signs of use beyond what is necessary to inspect it.

How to Request a Return

All return requests must be submitted through our online return portal by accessing your customer account:

https://shopify.com/95758451036/account

Once logged in, select the relevant order and follow the steps to submit a return request. The portal will display the applicable return conditions and any collection costs before the request is confirmed.

Items must not be returned without an approved return request through the portal.

If you require assistance submitting your return request, please contact us at info@dbxmobility.uk.

Return Shipping

In most cases DBX Mobility will arrange collection by courier. Items do not need to be secured on to the pallet as it will be collected as it is. Return shipping costs will be deducted from the final refund unless the return is due to a fault, damage or incorrect item supplied. Any applicable fees will be confirmed when submitting your return request.

Damaged or Faulty Items

Please inspect your order when it arrives. Contact us immediately if the item is damaged, faulty or if you received an incorrect product so that we can assess the issue and provide a resolution. This may include repair, replacement or a full refund.

Items That Cannot Be Returned

Certain items cannot be returned for safety or hygiene reasons. These include custom seating or modifications requested after purchase, items that have been altered or repaired by the customer, and batteries that have been fully discharged or reconfigured by the customer. Gift cards are non refundable.

Exchanges

If you wish to exchange an item, please follow the return process and place a new order for your preferred product. Once we receive and inspect the returned item, we will process your refund.

Consumer Rights

This policy does not affect your statutory rights under United Kingdom consumer law. If a product is faulty, misrepresented or not as described, you are entitled to a repair, replacement or refund.

Refunds

Once we receive and inspect your returned item, we will contact you to confirm whether the refund has been approved. If approved, refunds are issued to the original payment method. Refund processing normally takes up to ten business days, although your bank or payment provider may take additional time to complete the transaction. If fifteen business days have passed since approval and you have not received your refund, please contact us at info@dbxmobility.uk.

For any questions relating to returns, refunds or delivery, please contact us at info@dbxmobility.uk.