FREQUENTLY ASKED QUESTIONS


Delivery should take no longer then 1 working day unless you ordered over the weekend when this will take longer. More info can be found HERE

Yes we do! We offer PayPal Credit and you can find more about this HERE or by calling our team today!

Yes! All of our products come with a 12 month warranty period which can be found below or in more detail HERE

If your item is just not for you then you can find out more information on how to return HERE

Monday - Friday - 09:00 - 17:00

Unit G, The Courtyard Business Centre, Lonesome Lane, Reigate, Surrey, RH2 7QT

SPECIFICALLY ANSWERED MOBILITY SCOOTER FAQS

ASTER


24g without battery

26kg with battery

The seat is NOT but the handlebars and armrest are adjustable

This automatic folding mobility scooter is NOT waterproof and we recommend to keep this item in low moisture surroundings.

Key & Remote Control operated

Also with the option for a manual fold in emergencies.

Yes this lightweight mobility scooter will fit in a boot when the scooter is on its side. You may need to decrease the height of the handle bars.

Yes! 

This auto folding mobility scooter is available in Red, Orange, Black and Blue.

This auto folding mobility scooter does not come with a protection cover, however most generic covers will be compatible.

Height: 870 mm 

Width: 550 mm

Length: 1050 mm

Height: 890 mm

Width: 550 mm

Length: 350 mm

Lupin


21kg without battery

23kg with battery

The seat is not adjustable but the footrest and baggage carrier are adjustable/removeable

This foldable mobility scooter is NOT waterproof and we recommend to keep this item in low moisture surroundings.

On/Off button on the light up dial

There is a key to remove the batteries with

Yes this lightweight mobility scooter will fit into a car boot but this may depend on the size of your vehicle.

Yes! 

This folding mobility scooter is available in Red/Black and Grey/Black

This folding mobility scooter does not come with a protection cover, however most generic covers will be compatible.

Height: 880 mm

Width: 565 mm

Length: 960 mm

Height: 730 mm

Width: 565 mm

Length: 960 mm

ZINNIA


26kg without battery

28kg with battery

The seat is not but the handlebars and armrests are adjustable.

This automatic folding mobility scooter is NOT waterproof and we recommend to keep this item in low moisture surroundings.

Key & Remote Control operated

Also with the option for a manual fold in emergencies.

Yes this lightweight mobility scooter will fit in a boot when the scooter is on its side. You may need to decrease the height of the handle bars.

Yes! 

This folding mobility scooter is available in Red and Blue

This auto folding mobility scooter does not come with a protection cover, however most generic covers will be compatible.

Height: 880 mm 

Width: 490 mm

Length: 980 mm

Height: 720 mm

Width: 490mm

Length: 390 mm

USEFUL INFORMATION


At Betty & Bertie we want to give you complete peace of mind when you buy a scooter. So we have teamed up with Fish Insurance, one of the biggest names in mobility insurance to give you FREE insurance for your first year of ownership (you will be free to renew this insurance at the end of your first year if you wish – it is totally up to you.) 

The Fish insurance policy offers superb benefits including 

Loss or damage up to £7,000 

Third Party liability up to £2m

Recovery costs if you were to break down

Up to 21 days Worldwide cover

New for old replacement

Personal effects and personal accident cover

Zero Excess 

To take out your free insurance simply call our Customer Services team on 0800 999 6606 once you have received your scooter and we will process your application for you. It’s that simple!

All our folding mobility scooters come with a FULL UK 12 Month Warranty, so you have nothing to worry about.

Should you have any problems with (or indeed just have any questions about) your scooter just give us a call and we’ll get it sorted. That might be organizing a local repair or arranging for it to be collected from you and quickly repaired in our workshops before being sent back to you by courier. 

Our aim is always to keep you ‘on the road’. We treat every customer as if you were one of our friends or relatives and we understand the importance of good, honest customer service and prompt, efficient response to any issues.  

Call our Customer Advisor team on 0800 999 6606 if you’d like more information or to chat over our different models to see if one might be right for you.  

In the unlikely event that you experience any issues with your new scooter, Betty&Bertie have 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. 

Our 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&Bertie staff member will contact you within one working day (except on weekends or bank holidays) 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 a 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. If we cannot repair the equipment on site and we expect the repair to take longer than 5 working days, provided the matter is covered by our warranty, we will provide you with courtesy equipment of a similar specification.

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.

Warranty Exclusions

Our warranty does not extend to replacement of items due to normal wear and tear which includes any of the following: 

Tyres

Light bulbs and fuses

Motor brushes

Seat upholstery and plastic shrouds

General wear and tear

Batteries are covered by a limited warranty for a period of 12 months subject to the battery charging regime being followed. Please see our Instruction Manual for information and guidance on how to look after your batteries. 

Any repairs or modifications not undertaken by an authorized engineer will also invalidate the manufacturer’s warranty. We do not permit the transfer of warranties to subsequent owners. The 12 month warranty will not cover the products if they have been misused, damaged or vandalized. 

What size lithium battery can I travel with?

Your lithium battery must be less than 300Wh capacity to travel on most airlines. This is actually the capacity of many mobility scooter and wheelchair lithium batteries, so generally speaking, your scooter should be within the regulatory limits, especially if it is a compact folding model of electric mobility scooter or electric wheelchair. Some airlines and regions have a smaller limit of only 160Wh, China for example. So it’s well worth checking with your travel provider and for the region of your intended travel before setting off.

Below is some information from a few airlines that we have found but please note this could be subject to change over time and so we do always advise you to check with your airline before you travel

Easy Jets Wheelchair and Mobility Equipment Policy

https://www.easyjet.com/en/terms-and-conditions/passengers-with-specific-requirements

Wheelchairs and Mobility Equipment Wheelchairs and mobility that cannot be lifted manually into the aircraft hold will only be accepted for travel if both airports can provide the facilities to load / unload the device. Please note that some airports may not have sufficient equipment for lifting heavy wheelchairs and mobility aids. Notifying Us 48 hours prior to Your departure will enable Us to establish this and use reasonable efforts to accommodate Your needs. Two items of mobility equipment (eg: wheelchairs, mobility aids) per passenger will be carried free of charge in addition to a Passenger’s Hold Baggage allowance. Sporting wheelchairs may be included in this allowance.  However, any sporting wheelchair(s) carried in addition to the two items of mobility equipment per passenger allowed will be treated as “Sports Equipment” (see Article 20.4 (Baggage, Hold Baggage) and Article 20.6 (Baggage, Sports Equipment) and the applicable fee will be charged.

Wheelchairs that are powered by sealed, non-spillable types of battery are acceptable for carriage on easyJet aircraft. easyJet will not carry wheelchairs with un-sealed, spillable batteries.

Wheelchair assistance can be provided at the airport for passengers who require assistance (including passengers who use wheelchairs, passengers who cannot walk unaided, passengers who are unable to climb the aircraft steps, or passengers who cannot walk long distances). You should inform easyJet at the time of making a Booking, and no less than 48 hours before Your scheduled departure time, to arrange this service. Additional seat requirement

Our minimum seat dimensions are as follows:

Pitch (distance between back of seat and back of seat in front): 29" (approx. 72.5cm) 

Width (distance between armrests): 17 ½ " (approx. 44cm)

If you are unable to fit into a single seat with the above dimensions for any reason (including medical requirements e.g. a broken leg) You will be required to purchase additional seats at the prevailing rates to accommodate Your needs.

Ryanair - Electric Wheelchairs & Mobility Scooters

https://help.ryanair.com/hc/en-gb/articles/360017683097-Electric-Wheelchairs-Mobility-scooters
You will need to notify us in advance with the following details: make weight battery type size dimensions including the lowest collapsed height of the wheelchair

Make

Weight

Battery Type

Size dimensions including the lowest collapsed height of the wheelchair

Due to space limitations, we can only accept two Electric Wheelchairs or Mobility Scooters per flight, so we recommend adding equipment at the time of booking Passengers are asked to bring the operation instructions to the airport. For safety reasons, electric wheelchairs/mobility scooter must comply with the following to be accepted for carriage.

Dimensions

The dimensions of the wheelchair when collapsed must not exceed 81cms (height), 119cms (width) and 119cms (depth).

Wheelchairs/Mobility Scooters weighing more than 150kg require pre- authorization and will not be accepted for carriage without this

Batteries

The battery power must be isolated and exposed terminals protected from short circuiting, to protect the wheelchair/mobility aid from inadvertent activation, please remove the key, deactivate using the joystick or deactivate using an isolation switch or buttons, or other isolation mechanism (such as Anderson Connector or Air safe plug ).

We only accept dry/gel cell or lithium-ion (wheelchair) batteries (lithium-ion batteries cannot exceed a total of 300 watts) for a device that is powered by two batteries, each battery must not exceed 160wh.

Customers can carry a maximum of two spare lithium ion batteries in carry-on baggage and these must be individually protected to prevent short circuits. Battery terminals must be either recessed or packaged so as to prevent contact with metal objects including terminals of other batteries.

To purchase a mobility scooter free of VAT you need to declare that you are 'chronically sick or disabled' and that the goods or services are for your own personal or domestic use. This is a self-certification system – we do not require proof of your impairment.

A person is 'chronically sick or disabled' if he or she is a person: 

with a physical or mental impairment which has a long term and substantial adverse effect upon his or her ability to carry out everyday activities.

with a condition which the medical profession treats as a chronic sickness.

It does not include an elderly person who is not disabled or chronically sick or any person who is only temporarily disabled or incapacitated, such as with a broken limb.

If you are unsure, you should seek guidance from your GP or other medical professional.

You can find out more from the Help sheets on the GOV.UK website, by telephoning the VAT Disabled Reliefs Helpline on Telephone: 0300 123 1073 or by calling our advice line on 0800 999 6606

Call our Customer Advisor team on 0800 999 6606 if you have any other questions about VAT Exemption.