Consumer Sales, Cancellations and Returns

Last updated: 09/10/2026

1. Who these terms apply to

These terms apply to purchases made by consumers from Mobility Superstore through our website or in one of our stores. A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession.

“Mobility Superstore” is a registered trading identity in the Republic of Ireland.

The seller is Mobility Direct NI Ltd, company number NI072030, registered office 139 Battleford Road, Armagh, Co. Armagh, BT61 8BT.

Our Republic of Ireland office is Unit 18, Ashbourne Industrial Estate, Ashbourne, Co. Meath, A84 EY82. VAT registration number: IE4300326QH.

Nothing in these terms affects rights you have under applicable consumer law. If a product is faulty or does not meet the contract, your statutory rights apply regardless of any change-of-mind return policy.

2. Distance purchases: your right to cancel

If you buy goods online, by telephone or by another means of distance communication, you may generally cancel your order within 14 days after you, or someone you nominate, receives the goods. If an order is delivered in separate items, the period generally runs from receipt of the last item. You do not need to give a reason.

To cancel, tell us clearly within the cancellation period by emailing info@mobilitydirectni.com(opens in new tab) or writing to [insert returns postal address]. You may use the cancellation form below, but you do not have to. After telling us you wish to cancel, return the goods within 14 days.

Unless we agree otherwise, you are responsible for the direct cost of returning the goods. For large or bulky goods, contact us before arranging return so we can explain the available return arrangements and any applicable cost. We recommend using a tracked service and keeping proof of dispatch.

You may handle the goods only as much as needed to establish their nature, characteristics and functioning—as you would reasonably be able to in a shop. You may be responsible for any diminished value caused by handling beyond that. Do not use or ride a scooter or wheelchair beyond what is reasonably necessary to inspect it.

We will refund payments due, including the cost of our least expensive standard delivery option, within 14 days of receiving the returned goods or evidence that you have sent them back, whichever happens first. We will make the refund using the original payment method unless you agree otherwise. We may deduct an amount for diminished value where the law permits.(opens in new tab)

3. Exceptions to the distance-cancellation right

The legal right to cancel does not apply to certain goods, including goods made to your specifications or clearly personalised. It may also not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed, where the relevant legal conditions are met.

We will identify any applicable exception on the relevant product page or before you place your order. We will not treat a product as excluded simply because it belongs to a broad category such as beds, mattresses, recliner chairs, wheelchairs or commodes. The exception will depend on the product and the circumstances—for example, whether it was supplied sealed and has been unsealed.

These exceptions do not remove your rights if goods are faulty or do not meet the contract.

4. Change-of-mind returns for in-store purchases

There is no general statutory right to return goods bought in a store simply because you change your mind. We voluntarily offer a return within 7 days of purchase for eligible goods, subject to the conditions in this section. (opens in new tab)

To qualify, goods must be unused, complete, undamaged and in their original condition, with all original packaging and accessories. Return them to the store where you bought them, along with proof of purchase. We will inspect returned goods before approving a refund or exchange.

We may refuse a change-of-mind return if the goods do not meet these conditions. This does not affect your statutory rights where goods are faulty or otherwise fail to meet the contract.

Approved Used Scooters: For a change-of-mind return, an Approved Used Scooter may be returned to the store where it was purchased within 7 days, subject to inspection. We offer an exchange or credit note only under this voluntary policy. This restriction does not apply where you are legally entitled to a refund or another remedy—for example, because the scooter is faulty.

Delivery and installation charges for an in-store purchase may not be refundable under this voluntary change-of-mind policy. This does not affect any refund of delivery charges required by law when you cancel a distance purchase.

5. Faulty or non-conforming goods

If a product is faulty, not as described, or otherwise does not meet the contract, contact us at info@mobilitydirectni.com(opens in new tab) or 01 531 4472. Tell us your order number, describe the issue and, if possible, include photographs or video.

We will handle the issue in line with your statutory consumer rights. Depending on the circumstances, your rights may include repair, replacement, a price reduction or a refund. These rights apply to new and second-hand goods and are separate from our change-of-mind returns policy. (opens in new tab)

6. Cancellation form

Complete and return this form only if you wish to cancel a distance purchase.

To: Mobility Direct NI Ltd, trading as Mobility Superstore
Email: info@mobilitydirectni.com(opens in new tab)
Postal address: Unit 18, Ashbourne Industrial Estate, Ashbourne, Co. Meath, A84 EY82

I/We give notice that I/We cancel my/our contract for the sale of the following goods:

• Goods/order number: ____________________
• Ordered on/received on: ____________________
• Consumer name: ____________________
• Consumer address: ____________________
• Date: ____________________