Condition of Returned Items

• Items must be returned in a re-sellable condition.
• This means:
  No marks, scuffs, or mud on the scooter.
  All parts, including manuals and keys, must be included.
• If the item is returned with any damage, the cost of repair will be charged to the customer.

Mileage on Pedometer

• No mileage should be added to the pedometer.
• If you take the mobility scooter outside for a longer journey beyond just testing its functionality, you are committing to keeping the product.
• The item will no longer be eligible for return.

Missing Items

• Any missing items upon return will incur the cost of returning them to us via registered post.
• We will contact you if any items are missing from your return.

Damage Upon Delivery

• If your item has damage upon delivery, please report it within 48 hours with accompanying images, or we may not accept liability.

Returns Outside the 14-Day Window

• If you need to return an item outside of your 14-day return window, this may incur a charge that will be applied to your refund.

• Any damage noticed upon delivery must be reported to the Betty & Bertie team within 72 hours with accompanying photos; otherwise, we cannot be held responsible.
• Failure to report damage within 72 hours may result in a deduction from your refund, depending on the extent of damage.

Brief overview of damages include but are not limited to;

• Scratches and marks to paint work, metal frame & other
• Dents to paint work and metal frame
• Bending, breaking or dents to structural frame of model
• Breaking parts resulting in defective product
• Loss of keys or remote fobs resulting in defective or partially working product
• Missing batteries or chargers
• Damage to batteries or chargers
• Damage or marks to tyres
• Broken or marked control panels
• Damage or missing control parts - brake levers, accelerator grips/paddles

Standard Return Period:

• Items must be returned within 14 days from the date of delivery to avoid any fees or additional charges.

Extended Trial Period:

• If you require more than 14 days to trial the item, you must contact us and speak to an advisor.
• Approval for an extended trial period is at our discretion and based on the validity of your reason.
• If an extended trial period is granted, the terms and any potential fees will be communicated to you.

Late Fee Charges:

• If you return an item outside of the 14-day period without prior approval for an extended trial, a late fee may be applied.
• The amount of the late fee will be determined based on the length of delay and the condition of the returned item.
• Late fees are in place to cover the costs associated with handling delayed returns and ensuring the item can still be resold in a timely manner.

*Please note that fees may be applied to you if you have damaged the item or not returned all parts

• When lifting Zinnia, ensure to lift from the bottom with the assistance of two adults. Avoid lifting from the front panel with the LCD display to prevent breakage.
• Include all accessories back in the box, such as tools, armrests, batteries, chargers, straps, and 2 key fobs.
• Retain all packaging materials, including the box and Styrofoam, inside for return.
• Overall condition - Zinnia should be returned as how it was delivered to customer (ready to re-sell)

• Ensure all accessories, including straps, tools, batteries, chargers, and 2 battery keys, are returned in the box.
• Keep all original packaging materials, including the box and Styrofoam, for return.
• Overall condition - Lupin should be returned as how it was delivered to customer (ready to re-sell)

• Ensure all accessories, including straps, tools, batteries, chargers and armrests are returned in the box.
• Keep all original packaging materials, including the box and Styrofoam, for return.
• Overall condition - Monarch Air and Monarch Genie should be returned as how it was delivered to customer (ready to re-sell)

• Ensure all accessories, including straps, tools, batteries, chargers and the travel bag are returned in the box.
• Keep all original packaging materials, including the box and Styrofoam, for return.
• Overall condition - TravelScoot Escape should be returned as how it was delivered to customer (ready to re-sell)