Published: 7 November 2026. Version 1.0. Policy owner: Mobility UK business management. Review due: 7 November 2027, or earlier following material changes.
If a product may be unsafe
Stop using the product where safe and arrange suitable alternative support if needed. Do not attempt an improvised repair or continue use simply to capture a photograph or video. Seek emergency assistance where someone is in immediate danger or needs urgent medical help.
Report the issue
Contact hello@mobility.org.uk or call 0300 555 3555. Provide the product name, order reference, serial or batch number if available, a description of the problem and when it occurred. Photographs may help if safe to take. Avoid including identifiable patient information unless it is necessary and an appropriate secure route has been agreed.
What we will do
We will assess the information, seek manufacturer or technical input where appropriate, advise on safe next steps and coordinate applicable repair, replacement, return or refund arrangements. We will consider whether an issue requires escalation to the relevant regulator or other affected customers. Do not send a potentially unsafe item back without agreed handling instructions.
Warranty and legal rights
Warranty duration, coverage and service arrangements depend on the product and the terms supplied with the purchase. A manufacturer's warranty is additional to applicable statutory rights. If Mobility UK sold the product to you, a manufacturer referral does not remove our responsibilities as seller. Contact us if you cannot locate the terms for your item.
Recalls and corrective action
A confirmed safety notice should identify affected models or batches, the concern, required action and a contact route. We will communicate relevant notices through appropriate channels and cooperate with the manufacturer and authorities. This page is a reporting policy, not a live register confirming that no recalls exist. Supplier portal recall requests are reviewed before being represented as confirmed public recalls.
Batteries and transport
Do not use or charge a battery that is swollen, leaking, overheating or damaged. Follow manufacturer and emergency-service advice and keep away from danger where safe. Damaged batteries may require specialist transport. See our disposal information and contact us before attempting a return.