Mobility Scooter Warranty - consumer rights

david_hunt

Hi - looking for help/advice and reassurance of consumer rights.

my mother in law purchased a mobility scooter online from Welzo for around £800

After less than 3 months and 21km of use the folding mechanism broke. 

We contacted Welzo who made it very difficult through email conversation to rerun the item for warranty repair or ideally return. 

We complied with photos and then a video. Finally we were told to pay to return the item to NitroTek the importer/distributor. We didn’t believe this was right but after almost 3 months of email exchanges we complied to get the item repaired. 

The scooter has been repaired but now Welzo want my mother in law to pay for work completed on the scooter and to pay for the shipping return. 

We have advised Welzo that this is their responsibility. We have also spoken to NitroTek and they have agreed the return costs are the responsibility of Welzo. 

We have hit another stale mate as the scooter is approaching 7 months old Welzo suggest the warranty is covered by the manufacturer. Although they mean NitroTek the importer. 

How do you deal with a sales company that doesn’t understand the consumer rights act? (We have sent direct links to them from various sources MS, Which and Gov sites). We believe we are right! 

We want a refund if possible as the item has not lasted anywhere near the length of time that it should. If this isn’t possible then we want Welzo to pay for the item to be returned (it’s £30 not a great deal but Welzo in our mind is asking customers to fund their obligations!) 

sorry about the long post.