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Movinglife UK Limited – Policies & Terms

This document combines our Returns Policy, Delivery Policy, and Terms & Conditions into one clear reference for customers.

Privacy and Policies

1. About Movinglife

At Movinglife, our personal experience with limited mobility shapes everything we do. We believe clear information, honest advice, and personal demonstrations are essential when choosing the right mobility solution.

2. Definitions

  • Movinglife / we / us / our – Movinglife UK Limited
  • Consumer / you / your – An individual purchasing for personal use (not business use)
  • Distance Contract – A contract concluded without face-to-face contact (e.g. online or by phone)

3. Delivery Policy

3.1 Delivery Charges

  • Free delivery on all orders to mainland Great Britain.
  • Deliveries to the Highlands, Northern Scotland, UK Isles, and other remote areas require a delivery quote.

3.2 Delivery Times

  • Standard delivery: up to 7 working days across mainland Great Britain.
  • ATTO SPORT Max and left-handed models may take an additional 2–3 working days due to installation requirements.
  • Orders over 30kg may be shipped on a small pallet for safety.
  • Delivery dates and times cannot be guaranteed due to factors beyond our control.

3.3 Delivery Areas

  • Mainland Great Britain.
  • Northern Ireland orders are supported via trusted local partners (please contact us).

3.4 Order Tracking

Once dispatched, you’ll receive an email with a tracking link.

3.5 Missed Deliveries

If delivery is missed, the courier will leave instructions to rearrange delivery or collection. Failed delivery after two attempts may result in return and additional charges.

3.6 Delivery Support

  • 📧 info@movinglife.co.uk
  • 📞 01908 759416

4. Returns & Cancellation Policy

4.1 Right to Cancel

You have the legal right to cancel your order within 14 days of receiving the goods, without giving a reason. This applies to:

  • Online and telephone orders
  • Purchases made during in-home demonstrations

4.2 Return Process

  • You must notify us within the 14-day cancellation period.
  • Return instructions will be provided.
  • Return shipping costs are the customer’s responsibility, unless the item is faulty.

4.3 Condition of Returned Goods

Returned items must:

  • Be unused and in original condition
  • Include all original packaging, accessories, and manuals

Returns are not a trial period. If items show signs of use (including scooter mileage), a restocking fee will apply.

4.4 Restocking Fees

A 10% restocking fee will be applied where returned goods show any signs of use, handling, or mileage.

4.5 Refunds

  • Refunds are processed within 14 days of inspection.
  • Refunds cover the cost of the returned item only.
  • Any delivery charges paid at the time of purchase are non-refundable.
  • Applicable restocking fees will be deducted from the refund.

4.6 Collection Service – Large & Bulky Items

  • Scooter collection service available at £85.
  • Lithium batteries not installed in a scooter cannot be collected and must be returned by a suitable courier.

4.7 Refused Deliveries

Refused deliveries may incur return, handling, and restocking charges.

5. Faulty or Damaged Goods

  • Inspect goods upon delivery.
  • Any damage or faults must be reported within 2 working days of delivery.
  • Where a fault or delivery damage is confirmed, we will offer a repair, replacement, or appropriate remedy.

6. Warranty

6.1 Mobility Scooters

All new mobility scooters purchased directly from Movinglife UK include a 2-Year Limited Warranty, covering:

  • Structural frame
  • Electronic components (controllers, chargers)
  • Drivetrain components (motor, seat mechanism)
  • Batteries are covered by a 2-year manufacturer’s warranty, excluding normal wear and performance degradation.

6.2 Accessories & Other Products

Accessories and non-scooter products carry a 12-month Limited Warranty.

6.3 Repairs & Call-Outs

  • Customers outside our call-out region must return items to us.
  • Customers within our call-out region may incur an engineer call-out fee.
  • Confirmed warranty claims will have call-out fees refunded.
  • Non-warranty issues remain chargeable.

6.4 Warranty Exclusions

The warranty does not cover:

  • Second-hand, refurbished, ex-demo, or resold items
  • Any Movinglife product purchased from a third party, reseller, or dealer not operating as Movinglife UK Limited
  • Normal wear and tear
  • Accidental damage, misuse, neglect, or incorrect storage
  • Cosmetic damage
  • Non-original parts
  • Removed or damaged serial numbers
  • Corrosion caused by environmental exposure

Warranties are non-transferable.

7. Prices & Payment

7.1 Pricing & VAT

  • All prices are shown excluding VAT, unless otherwise stated.
  • Certain mobility products may qualify for VAT relief when supplied to individuals with an eligible medical condition or disability.

7.2 VAT Relief Eligibility

To qualify for VAT relief:

  • You must have an eligible medical condition or disability
  • You must be a UK resident
  • The goods must be for personal use

7.3 VAT Declaration

A VAT exemption declaration must be completed before goods can be dispatched. The declaration can be completed:

  • At checkout, or
  • Via a declaration form we can email to you for completion

Goods cannot be dispatched until a completed declaration has been received. If you’re unsure whether you qualify, please contact us:

  • 📞 01908 759416

7.4 Payment

Full payment is required before dispatch. If a VAT declaration is not completed or eligibility is not met, VAT will be added to the order before dispatch.

8. Website Use & Intellectual Property

  • All website content, images, videos, and materials remain the property of Movinglife UK Limited and may not be reproduced without written consent.
  • We aim for accuracy, but errors, omissions, or colour variations may occur. No rights can be derived from website content.

9. Right to Refuse Service

Movinglife UK Limited reserves the right, at its sole discretion, to refuse to sell products to, or to cease doing business with, any individual. This may include (but is not limited to) situations where a customer:

  • Engages in rude, abusive, or aggressive behaviour towards our staff
  • Makes unreasonable or excessive demands beyond the level of service we are able to provide
  • Requires a level of ongoing support that exceeds our operational capacity

This right is exercised to protect the wellbeing of our staff and to ensure we can continue to provide a fair and high-quality service to all customers. Any such decision will not affect a customer’s statutory consumer rights.

10. Limitation of Liability

To the fullest extent permitted by law, Movinglife UK Limited is not liable for indirect or consequential losses. This does not affect your statutory consumer rights.

10. Amendments

These policies and Terms & Conditions may be updated from time to time. The version in force at the time of your order applies unless changes are required by law.

11. Contact Information

  • 📧 info@movinglife.co.uk

This document is designed to provide clarity and transparency while remaining fully compliant with UK consumer protection law.