Warranty Policy

1. Introduction

At ComfyGO Mobility, we stand behind every mobility product we sell. This Warranty Policy explains the commercial guarantee that comes with your product — what is covered, for how long, and how to make a claim. We have written it in plain English so you, your family, or your carer can understand it without needing a legal dictionary.

This commercial warranty is provided in addition to, and does not affect, your statutory rights as a consumer under UK law. Where the law gives you stronger protection — for example, the right to reject faulty goods within 30 days, or the right to a repair or replacement at no cost during the first six months — those statutory rights take precedence over anything in this warranty. We explain how the two work together in Section 11.

If anything is unclear, please call us on 0330 520 0720, email info@comfygomobility.co.uk, or use our contact form. We are real people, based in Milton Keynes, and we are happy to talk things through.

2. What this warranty covers

Every product we sell comes with the following commercial warranty, running from the date your product is delivered (not the date you placed the order):

A note on frame warranties: we cover both aluminium and carbon fibre frames for 3 years against structural manufacturing defects. Carbon fibre is a different material from aluminium and behaves differently over time, but our 3-year commitment applies equally to both. Whichever frame you have, your statutory rights for the full 6-year period under the Limitation Act 1980 are unaffected (see Section 11).

3. What this warranty does not cover

The commercial warranty does not cover the following, which are part of the normal life of a mobility product rather than manufacturing defects:

• Normal wear and tear, including tyres, inner tubes, brake pads, brake cables, motor brushes, handlebar grips, rubber foot pads, fuses, upholstery, and seating cushions.
• Gradual battery capacity decline from normal charging cycles. All lithium-ion batteries lose a small amount of capacity over time — this is a property of the chemistry, not a fault.
• Damage from misuse, negligence, accident, or unauthorised modification. This includes attempts at home repair using non-genuine parts.
• Damage from exceeding the stated maximum user weight capacity for your product model.
• Water damage beyond the IP rating stated for your product (most of our products are rated for occasional light rain but not for full immersion, jet washing, or sustained exposure).
• Routine servicing, adjustments, and maintenance — for example, tightening loose fastenings, lubricating moving parts, or recalibrating the joystick after a knock.
• Cosmetic damage that does not affect how the product functions — for example, scratches, chips, or scuffs from everyday use.
• Damage caused while the product was being transported by a courier other than one we arranged (please see Section 13 of our Shipping Policy for transit risk).

The user manual supplied with your product contains the specific weight limits, IP ratings, charging instructions, and maintenance requirements that apply to your model. The exclusions above are assessed against those product-specific specifications.

Even where a fault is not covered by this commercial warranty, your statutory rights may still apply — particularly for inherent manufacturing defects that emerge later in the product's life. Please see Section 11.

4. How to make a warranty claim

Making a claim is straightforward.

Step 1: Get in touch as soon as you notice the problem. Call us on 0330 520 0720, email info@comfygomobility.co.uk, or use our contact form. Please have ready:

• Your order number or proof of purchase.
• The product serial number (usually on a sticker under the seat or on the frame).
• A short description of what is wrong.
• A photograph or short video, if you are able to take one.

If you have lost your order confirmation, a bank or credit card statement showing the transaction, or a delivery notification email, will normally be sufficient proof of purchase.

Step 2: Our UK technical team will diagnose the problem with you over the phone or by video call. Many issues can be diagnosed without sending the product anywhere — for example, a charging issue, an electronics reset, or a loose connection.

Step 3: We will tell you the next step. This will be one of:

• a) A simple fix you can do yourself, with phone support and clear instructions.
• b) A replacement part shipped to you free of charge from our UK service centre, with fitting instructions, the right tools, and live phone help if needed. This is the fastest option for many components — chargers, joysticks, controllers, armrests, footplates, and slot-in batteries can usually be replaced this way without the product leaving your home.
• c) A free hazardous-goods courier collection of the product (or part of it) for repair or replacement at our service centre. We arrange and pay for the collection, the repair, and the return delivery.

You do not have to choose self-fitting if you would prefer us to do the work — that choice is always yours, and your warranty cover is the same either way. If you are not comfortable handling parts yourself, just let us know and we will arrange collection.

5. Repairs and replacements

Defective parts confirmed by our technicians are repaired or replaced free of charge, including the cost of the replacement part itself. Replacement parts may be new or manufacturer-refurbished to original specification. Refurbished parts go through the same quality checks as new parts and carry the same warranty.

We aim to complete warranty repairs within 14 working days of receiving the product (or the relevant component) at our service centre, or of confirming the diagnosis if we are sending you a part. In the great majority of cases we beat this target — most replacement parts ship within 1 to 3 working days.

If a repair will take longer than 14 working days for any reason — for example, a part needs to come from the manufacturer overseas — we will tell you up front, give you a realistic revised timeline, and discuss your options.

Under Section 23 of the Consumer Rights Act 2015, repairs must be carried out within a reasonable time and without significant inconvenience to you. We take that obligation seriously, especially for customers who depend on their mobility product daily.

Loan units: where a warranty repair will leave you without your mobility product for an extended period, we will discuss alternatives with you, including whether a temporary loan unit can be provided.

• In most cases we can offer a loan unit of the same model.
• Where your specific model is not available, we may offer a different model — please note that seat dimensions, control type, or battery range may differ. We will explain any differences before lending the unit, and you can decide whether to accept it.
• Loan units are subject to availability and remain our property; they must be returned in the same condition when your repair is complete.

If we cannot put the fault right after a single repair attempt, your statutory rights under Section 24 of the Consumer Rights Act 2015 apply: you may be entitled to a price reduction or a refund. We will guide you through your options honestly.

6. Shipping costs for warranty claims

For genuine warranty claims confirmed by our technicians, we cover all shipping costs — both ways. This applies to delivery of replacement parts, courier collection of the product, and return delivery after repair.

This is true wherever in the UK or Republic of Ireland you are. We cover the cost in full to mainland UK, Northern Ireland, the Scottish Highlands and Islands, the Channel Islands, the Isle of Man, and to ROI customers fulfilled by our Netherlands sister company, ComfyGO Management B.V. (see Section 13).

For claims that turn out not to be covered by this warranty — for example, accidental damage, fair wear and tear, or repairs to a product that has been used outside its specifications — we will give you an honest quote for the repair, including any shipping costs, and you can decide whether to proceed. We will never carry out chargeable work without your written agreement first.

For damaged-in-transit issues on a brand-new delivery, please see Section 10 of the Shipping Policy.

7. When we may refuse a warranty claim

We will refuse a warranty claim only where there is genuine, evidenced reason to do so. The most common reasons are:

• The fault is the result of accidental damage, misuse, or attempted home repair using non-genuine parts.
• The product has been used outside its stated specifications — for example, exceeding the maximum user weight, or exposing it to water beyond its IP rating.
• The fault is normal wear and tear on a consumable component (see Section 3).
• The product has been modified in a way that affects safety or function without our prior agreement.
• The serial number has been removed, altered, or is illegible, so we cannot verify the product is one we sold.

We will always explain in writing why we have refused a claim, with photographs or technical findings where relevant. If you disagree, you can ask for an independent engineer's report (which we will consider seriously), and ultimately you can use the dispute-resolution route described in Section 12.

Refusing a commercial warranty claim does not affect your statutory rights — see Section 11.

8. Battery care

Lithium-ion batteries last longer and stay safer when looked after. A few simple habits make a real difference:

• Charge fully before first use. Charge according to the product manual. Charge the battery until full as instructed in your product manual. We do not recommend leaving the battery on charge overnight — modern lithium-ion batteries do not need to be charged for extended periods, and prolonged charging beyond full can shorten battery life or, in rare cases, present a fire risk.
• Charge in a cool, dry place. Avoid charging in direct sunlight, on soft surfaces (like a sofa or bed), or near flammable materials. The recommended ambient temperature for charging is between 5°C and 35°C.
• Use only the charger we supplied, or a genuine replacement from us. Third-party chargers can damage the battery management system, which may invalidate the battery warranty.
• Do not let the battery sit completely flat for long periods. If you are storing the product for more than a month, charge the battery to about 50–70% before storage and top it up every couple of months.
• Do not expose the battery to extreme temperatures. Avoid leaving the product in a freezing garage in winter or a hot car in summer.
• Replace, do not modify. If a battery shows signs of swelling, leaking, an unusual smell, or charging much faster or slower than usual, stop using it and contact us. Do not attempt to open or repair a lithium-ion battery — please.

The batteries we supply meet the relevant safety and transport standards, including UN 38.3 transit certification (which all compliant lithium-ion batteries must hold).

Gradual capacity loss over time is normal and not a fault. A battery that holds noticeably less charge after the first few months than when it was new — as a general guide, noticeably below around 70% of its rated capacity within the first 12 months under normal use — should be reported to us, as this may indicate a manufacturing defect covered by warranty. We assess each case individually, taking into account how the battery has been used and stored.

9. Warranty registration

You do not need to register your warranty for it to apply. Your purchase from us is enough — your order record on our system is your warranty record.

We do offer an optional registration service that lets us contact you about safety notices, software or firmware updates, and (with your consent) special offers. Registration is voluntary, takes 2 minutes, and is never a condition of cover. You can register at the link in your dispatch email, or by calling us.

Either way, your statutory rights are protected from the moment your product is delivered.

10. The commercial warranty applies to the original purchaser

This commercial warranty is non-transferable. It applies to the person who originally bought the product from us, and is intended to support that person across the lifespan of the product. If you sell or pass on your product to someone else, the commercial warranty does not pass with it. The new owner will need to deal with us as a paying customer for any out-of-warranty repairs.

That said: if a product is bought new from us and develops an inherent manufacturing defect, a subsequent owner may still have statutory rights against us as the seller of the original goods, depending on the circumstances. Statutory rights can in some cases be passed to a new owner along with the goods. We will treat any reasonable claim from a subsequent owner on its merits, and we will never use the "non-transferable" point as a way to dismiss a genuine manufacturing fault.

11. Your statutory rights — and how they work alongside this warranty

This commercial warranty is in addition to, and does not affect, your statutory rights as a consumer. The most important of these are:

• Section 22 of the Consumer Rights Act 2015 — within 30 days of delivery, if your product is faulty, not as described, or unfit for purpose, you have a short-term right to reject it for a full refund. We pay return shipping in this period (Section 20(8) of the Act).
• Sections 19, 23, and 24 of the Consumer Rights Act 2015 — between 30 days and 6 months after delivery, the law presumes that any fault was present at delivery (Section 19(14)). We have one chance to repair or replace, free of charge and without significant inconvenience to you. If that does not put it right, you can ask for a refund or price reduction.
• Section 24(10) of the Consumer Rights Act 2015 — mobility scooters and powered wheelchairs are classified as "invalid carriages," not motor vehicles. This means that if you reject your product within the first 6 months after a failed repair, we cannot make any deduction from your refund for the use you have had. You receive a full refund.
• Section 31 of the Consumer Rights Act 2015 — we cannot exclude or restrict our liability for breach of statutory terms. Nothing in this warranty does so, or attempts to.
• Section 75 of the Consumer Credit Act 1974 — if you paid for your product (or part of it) by credit card and the cash price was between £100 and £30,000, your credit card provider is jointly liable with us for any breach of contract or misrepresentation. This means you can claim against your card provider as well as against us. This is a powerful additional protection that applies automatically — you do not need to do anything to activate it.
• Limitation Act 1980 — for up to 6 years from the date of delivery (5 years in Scotland under the Prescription and Limitation (Scotland) Act 1973), you have a statutory right of redress against us for inherent manufacturing defects, provided you can show the fault was present from the start. This is not a 6-year guarantee that the product will work flawlessly for 6 years — it is a right to seek a remedy for genuine inherent defects within that window. After the first 6 months, the burden of proving that a fault is inherent shifts from us to you, usually with the help of an independent engineer's report.
• Equality Act 2010 — if you are disabled, we will make reasonable adjustments to the warranty process where you need them. That includes how we collect a product, how we communicate diagnostic information, and how we arrange any visit to your home. Please tell us your needs when you first get in touch.

In short: even after the commercial warranty in Section 2 has expired, you may still have a route to a remedy under the Consumer Rights Act 2015 and the Limitation Act 1980 if a defect is genuinely inherent. We will not turn a customer away with "your warranty has run out" if statutory rights still apply.

12. Independent dispute resolution

We do everything we can to resolve warranty issues directly with you, fairly and quickly. Most claims are settled with a single phone call.

If something has gone wrong and you would like to make a formal complaint, please contact us first — we aim to respond within 5 working days. If, after we have completed our internal complaints process, you remain unhappy with the outcome, we will write to you on a durable medium (usually email) confirming that our internal process is exhausted, and providing the name and website of an Alternative Dispute Resolution provider accredited by the Chartered Trading Standards Institute who is willing to handle the dispute. This is in line with our obligations under Section 308 of the Digital Markets, Competition and Consumers Act 2024.

You also retain the right to bring a claim through the small claims court (or, in Scotland, the simple procedure court) at any time.

13. Republic of Ireland customers

Republic of Ireland orders are fulfilled by our EU sister company, ComfyGO Management B.V. (Netherlands). Your contract for an Irish order is with ComfyGO Management B.V., not with ComfyGO Ltd, and warranty claims for Irish orders are handled by them — but in practice you contact the same UK team, on the same UK number, and we coordinate everything on your behalf.

The component warranty periods, exclusions, and customer-care standards in this policy apply equally to Irish orders, with equivalent statutory rights provided under Irish and EU consumer law (rather than the UK statutes referenced above). The detailed legal terms for Irish customers are set out in our separate EU Terms and Conditions, available on request from info@comfygomobility.co.uk.

14. Limitation of liability

Our liability under this commercial warranty is limited to the repair or replacement of defective parts, or — where repair or replacement is not possible — to a proportionate refund of the price you paid for the affected part or, in serious cases, the product as a whole.

Nothing in this warranty excludes or limits our liability for:

• Death or personal injury caused by our negligence.
• Fraud or fraudulent misrepresentation by us.
• Any breach of the statutory terms implied by Sections 9, 10, 11, 13, and 14 of the Consumer Rights Act 2015 (which we cannot legally exclude under Section 31 of the Act).
• Any other liability that cannot be excluded or limited under UK law.

15. Extended Protection Plans

For added peace of mind, we offer optional Extended Protection Plans that go beyond the standard commercial warranty — including longer cover for motors, batteries, and electronics, and accidental-damage cover that is not part of the standard warranty.

Please contact our sales team on 0330 520 0720 or info@comfygomobility.co.uk for current options and pricing.

Extended Protection Plans are voluntary commercial products. They sit on top of, and never replace, your statutory rights or the standard commercial warranty in this policy.

16. End-of-life disposal

When your mobility product finally reaches the end of its working life, please do not dispose of it as household waste. Mobility products and their lithium-ion batteries are classified as Waste Electrical and Electronic Equipment (WEEE) under the Waste Electrical and Electronic Equipment Regulations 2013, and the batteries are also covered by the Waste Batteries and Accumulators Regulations 2009.

You can:

• Take the product (or just the batteries) to your local council's Household Waste Recycling Centre. Most centres have a dedicated WEEE / battery section.
• Contact us for guidance. If you have a product you are not sure how to dispose of safely, call us on 0330 520 0720 and we will advise you on the cleanest option.

Lithium-ion batteries should never be put in general waste, household recycling bins, or kerbside collections. They are a serious fire risk if crushed, and have caused fires at recycling facilities. Please dispose of them properly.

17. Governing law

This warranty, and any dispute or claim arising out of it for UK orders, is governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

If you live in Scotland, you have the right to bring proceedings in the Scottish courts under Scottish law where applicable. If you live in Northern Ireland, you have the right to bring proceedings in the Northern Irish courts under Northern Irish law where applicable.

For Republic of Ireland customers, please see Section 13.

Nothing in this section affects your statutory rights as a consumer, including any rights you have under the consumer protection laws of the country where you live.

18. Policy changes and business customers

Policy changes

This warranty applies to products purchased on or after the date shown at the top of this page. If we update this policy, the version in effect at the date of your purchase governs your warranty — we will not retrospectively reduce your cover. We keep previous versions of this policy on file and can send you the version that applied to your purchase on request.

Business customers

This policy applies to individual consumers purchasing for personal use. If you are purchasing as a business — for example, a care home, NHS trust, local authority, charity, or reseller — separate B2B warranty terms apply, and the consumer-protection statutes referenced throughout this policy may not apply to your purchase.

Please contact our sales team on 0330 520 0720 or info@comfygomobility.co.uk for our B2B warranty terms before placing an order.

19. Contact us

ComfyGO Ltd (trading as ComfyGO Mobility)
80 Tanners Dr, Blakelands, Milton Keynes MK14 5BP

Phone: 0330 520 0720 (Monday to Friday)
Email: info@comfygomobility.co.uk
Contact form: comfygomobility.co.uk/pages/contact