Etech Mobility Warranty & Repairs | 12-Month Coverage & Support

Etech Mobility — Warranty & Repairs

Our 12-Month Warranty

All Etech Mobility products come with a 12-month manufacturer warranty, starting from the date your order arrives. This covers faults that arise through normal use and ensures your chair remains in proper working condition.

We aim to make warranty support simple, fast, and stress-free. Most issues are resolved within 1–5 working days, and if you bring your chair to our Birmingham workshop, many repairs can be completed same day.

How to Request Warranty Support

If you experience an issue, please email support@etechmobility.co.uk with:

  • Your order number
  • A description of the issue
  • Supporting photos or a short video

This helps us provide fast, accurate diagnostics.

Our Warranty Process (What You Can Expect)

1. Remote Troubleshooting

A member of our team will contact you by phone or video call. Most issues can be diagnosed quickly without the need for collection.

2. If the Fault is Clear and Easy to Fix

We will send the required replacement part(s) free of charge, together with step-by-step written or video instructions.

3. If the Fault is Clear but Requires Workshop Repair

We will arrange a free collection and repair at our Birmingham workshop. Your chair will be repaired and returned within 3–5 working days of collection.

If the issue is caused by accidental damage or user error, we will provide a no-obligation repair quote before proceeding. You may choose to:

  • Approve the repair
  • Decline and arrange your own collection
  • Bring the chair in for free diagnosis

4. If the Fault Requires Diagnostics or is Ambiguous

Examples include:

  • Intermittent motor noise
  • Minor directional pulling
  • Unusual sounds not clearly caused by a part failure

You can choose to:

  • Bring the chair to our Birmingham workshop (free)
  • Arrange your own courier (at your cost)
  • Use our collection service: this requires a £50 refundable deposit, which is fully refunded if we find a genuine manufacturing fault.

What Your Warranty Covers

The 12-month warranty covers faults that arise from normal, intended use, including:

  • Defects in materials or workmanship
  • Electrical components (e.g. motors, controller, joystick, wiring) where a manufacturing fault is present
  • Structural components (e.g. frame and cross-members) where a manufacturing fault is present and there is no evidence of impact, overloading, misuse, or lack of maintenance
  • Labour and parts required to complete an approved warranty repair

You will not pay anything for parts or labour for warranty-covered faults.

Wear-and-Tear Items (Not Covered)

The following consumable or cosmetic items are not covered under warranty:

  • Tyres
  • Inner tubes (where applicable)
  • Seat cushions & padding
  • Armrest padding
  • Velcro straps
  • Cosmetic marks, scratches, or paint wear
  • Joystick rubber grips
  • General wear from daily use

Batteries are covered for manufacturing faults, but natural capacity decrease over time is expected and not considered a defect.

Care, Servicing & Maintenance Requirements

To keep your product safe and in good working order, we require that basic maintenance checks are carried out regularly. As a minimum, we recommend that every 3 months you:

  • Check and tighten the main bolts and fasteners on the frame and moving parts
  • Visually inspect the frame for any signs of damage, bending, or cracking
  • Check tyres and wheels for damage or excessive wear

If you are unsure how to perform these checks, please contact us and we will guide you. Failures that clearly result from prolonged use with loose bolts, missing fasteners, or lack of basic maintenance may not be covered under warranty.

What Isn’t Covered

Your warranty does not cover:

  • Accidental damage, drops, impact, or crash damage
  • Damage or fractures caused by misuse, such as repeatedly hitting or driving up kerbs at speed, driving off non-dropped kerbs or steps, or using the product on unsuitable terrain
  • Overloading the chair beyond the stated maximum user or total weight limit
  • Water ingress
  • Faults caused by incorrect storage or incorrect maintenance
  • Repairs attempted by non-authorised persons
  • Modifications using non-approved parts or accessories
  • Normal wear and tear or cosmetic damage
  • Structural failures where there is clear evidence of impact damage, misuse, or prolonged use with loose or missing bolts/fasteners

If a non-warranty cause is confirmed, we will provide a repair quote before carrying out any work.

Shipping & Collection Costs

We aim to minimise costs for customers:

  • If a clear warranty fault is found — collection & return are free.
  • If the issue is unclear or requires diagnostics — a £50 refundable deposit applies.
  • If the issue is not a warranty fault — return carriage may be chargeable, or you may collect the item yourself.

You are always welcome to bring your item to our Birmingham workshop at no cost.

Storage of Repaired Items

Customers rely on their mobility products daily, so uncollected items are extremely rare. We will always keep your item safely stored until we can arrange delivery or collection with you.

Need Help?

Our aim is always to get you mobile again as quickly as possible. If you have any questions or want advice before buying, we’re here to help.

📧 support@etechmobility.co.uk
📞 0121 661 4336
🏢 Birmingham Workshop — same-day repairs available