If you're not happy with your purchase of any Betty and Bertie product, simply send it back within 14 days of purchase in ‘as new’ condition and in its original packaging and NSI (HQ) Ltd will refund you your purchase price. Simple!

If faulty our items are covered by a full 12 months warranty and NSI (HQ) Ltd (trading as Betty and Bertie) will handle your claim and any necessary repair or provide you with any replacement or a refund if due.

*Refurbished Mobility Scooters or other products are limited to 6 month warranty

In the first instance please send an email to info@mobilityrealm.com or call the Returns Department on 0333 880 0772 with your order number, a receipt or proof of purchase, and the reason why you have decided to return the item. We will then arrange for a courier to collect the scooter from your home.

We aim to process returns as quickly as possible but please allow a little time for completion of the requested returns process, whether it is a repair, refund or delivery of a replacement or alternative product.

If it is decided that the product should be returned to us, please note the following information to help us deal with your return efficiently:

• Your item must be returned to us in re-saleable condition. Please ensure that the returned item is well packed to prevent damage and in the original packaging. If we receive it in a condition which is not re-saleable and requires refurbishment we reserve the right to deduct the costs of refurbishment from the refund.
• Please ensure you keep the box of your item as you will need this to return and also for any warranty procedures you may need further down the line. 
• Due to the limited size of our warehouse, we do not hold spare boxes and so if you do not have the original then we charge £50 to cover the cost of ordering a new one and sending this to you

Warranty

All of our new products come with a 12 month warranty as standard. In the unlikely event that you experience any issues with your new scooter, Betty and Bertie has a ‘Warranty Charter’ which covers both the scope of the warranty and the way in which any problems you encounter will be rectified. We go ‘above and beyond’ to ensure we keep you mobile and to ensure that all our processes are as easy as possible. 

*Refurbished Mobility Scooters or other products are limited to 6 month warranty

Betty & Bertie Warranty Charter

We strive to ensure that you are happy with your purchase at all times and will respond speedily in the unlikely event that your product develops a fault during the warranty period in the following way;

1. A Betty and Bertie staff member will contact you within one working day of us receiving a notification of a problem.
   

2. If your problem cannot be rectified over the phone, it will be necessary to return the equipment to our workshop for diagnostic and repair work to be carried out. If you live locally, the equipment can be brought back in person or we can arrange collection by our Courier company. However, where this option is used it will be necessary for you to reuse the original packaging that the equipment was delivered in to protect it during shipping.
   

3. We always aim to help in a constructive way and get you back on the road in the shortest possible time – we understand how important this is.