Diamond Care Mobility Scooter & Electric Wheelchair Warranty

Our Diamond Care Warranty offers you complete peace of mind with your new mobility scooter or electric wheelchair. This warranty covers all parts, labour, and repairs needed for the first year, as well as call-out costs and the collection of your product for service in the case of a valid claim.

What Does the Diamond Care Warranty Include?

• Full coverage for manufacturing defects.

• Phone & email support, Engineer visits, Diagnosis, transportation, repair, and return of your product—all handled and financed by us in the event of a valid claim.

• Prompt response to any manufacturing issues, aiming to address them at your home within 7-14 days.

• If the issue can’t be resolved on-site, we’ll collect, repair, and return the product to you.

• Typical collection and repair turnaround is around 14 days, though this may vary in some cases.

Please note: Unfortunately, we’re unable to provide loan equipment or compensation while your product is being repaired or serviced. 

Important Notes

To help us provide the best service possible and minimize delays, we kindly ask the following:

• Sending Pictures or Videos: In most cases, we will request photos or videos of the issue before arranging an engineer visit. This helps us diagnose the problem remotely and ensure we bring the correct parts or determine if a site visit is necessary. If you need assistance with sending these, a family member, friend, or caregiver may be able to help.

• Call-Outs for User Errors: Please be aware that any call-outs determined to be caused by user error, rather than a fault covered under the warranty, will be chargeable. This ensures we can continue offering high-quality service to all our customers.

 

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What Happens If You Break Down While Out?

The Diamond Care Warranty does not cover breakdowns that occur while you are out and about. However, we strongly recommend considering insurance that includes 24/7 National Breakdown Recovery for mobility scooters and wheelchairs. This type of coverage ensures that you can be safely transported home in the event of an issue.

If you do not have breakdown insurance, we advise you to:

• Keep a list of local taxi companies that can assist with transporting mobility equipment like scooters and wheelchairs.

• Plan ahead to ensure you’re prepared in case of an unexpected situation.

Please note that we are unable to assist with getting you home should your mobility equipment break down while you’re away from home.

 

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What Is Not Covered by Your Warranty

While we aim to provide the best care and support, some situations are not covered under the Diamond Care Warranty:

1. User and Third-Party Damage:

• Any damage caused by improper use, incorrect assembly, or failure to follow instructions (e.g., charging procedures).

• Accidental damage caused by the user, such as scrapes, spills, or liquid damage.

• Damage caused by third parties, including airport authorities, airlines, or baggage handlers.

• Damage caused by pressure washing or failing to protect your product from the elements (e.g., rain, snow, or prolonged exposure to damp conditions).

• Any damage occurring outside of the mainland UK (England, Scotland, Wales).

2. Wear and Tear:

• Perishable parts like tyres, punctures, or general material wear.

• Minor service-related issues such as squeaks and rattles.

3. Breakdown and Recovery:

• We do not provide recovery while out and about. We recommend purchasing breakdown recovery insurance for 24/7 assistance.

• We are unable to provide loan equipment or compensation while your product is being repaired or serviced.

4. Remote Areas:

• Call-outs, collection, and redelivery in extremely remote areas or islands may not be available.

• Customers in these areas may need to arrange and pay for their own transport of the product to and from a repair center.

• We are unable to provide engineers to repair your machine while overseas (e.g., on holiday). However, we will do our best to support you remotely to resolve the issue.

5. No Fault Found:

• While we understand you may want reassurance that your product is working correctly, this type of check is not covered by the warranty. It would be considered a general service call, which is chargeable.

• If no fault is found during a call-out, labor costs and any applicable carriage or call-out fees will be chargeable to the customer.

6. Battery Warranty:

• Batteries are covered for up to 1 year, provided they have been properly charged according to the product instructions.
  

We hope this provides reassurance and clarity regarding your warranty. If you have any further questions, please don’t hesitate to reach out to our friendly team.