CRUCIAL INFORMATION:

YOU MUST KEEP YOUR ORIGINAL PACKAGING IN ORDER TO RETURN YOUR PRODUCT. 

YOU SHOULD ALWAYS SPEAK WITH ONE OF OUR MOBILITY PRODUCT EXPERTS BEFORE ORDERING TO VERIFY YOUR ORDER DETAILS.

IF YOU WANT TO RETURN A PRODUCT BECAUSE YOU ORDERED THE WRONG PRODUCT, YOU WILL BE SUBJECT TO A 20% RESTOCKING FEE AND YOU WILL NEED TO PAY FOR RETURN SHIPPING. 

MOST PRODUCTS ARE SHIPPED ON A FREIGHT LINER (18-WHEELER). IT IS YOUR RESPONSIBILITY TO ENSURE THAT 18-WHEELER TRUCKS CAN REACH YOUR SHIPPING DESTINATION. OTHERWISE, YOU MAY NEED TO MEET THE DRIVER SOMEWHERE THAT IS ACCESSIBLE BY AN 18-WHEELER TRUCK. FAILURE TO ACCEPT DELIVERY WILL RESULT IN RESTOCKING AND RETURN SHIPPING FEES. 

Please note that this is a summary of our return policy, the full return policy can be found here: https://www.mobilityscootersdirect.com/return-policy. 

NOTE: The batteries that you receive with your powered mobility device may vary in capacity rating (amp-hour). The battery specifications that you see on our website for the AH rating are not always what you will receive. Depending on inventory, you may receive batteries that are slightly higher or lower in capacity. Manufacturers use the group size specification when shipping batteries, not the AH rating. The slight variance in AH rating will not impact that overall travel range significantly. 

Please call or email our customer service department if you have any questions at (877) 460-1646 or [email protected]

Summary of Return Policy:

Mobility Direct offers a 90-day return policy which means that when you receive your product, you have 90 days to ensure it's working as intended. If the product is defective or not working, we will either work with the manufacturer to ensure the unit is fixed (if possible) or we can have the product returned at no cost to you in most cases. If a product arrives defective, we will act in a timely manner to get the product fixed by a local technician. If that is not possible, we will offer to have the product exchanged or returned for a complete refund.

If your product is working fine without any defects or damage, you may still return the unit within that 90-day return period but you will be required to: 

1. Request a return authorization (RMA) from our customer service department. 

2. Repackage the product in the original packaging.

3. Ship the product back to one of our receiving locations. 

Once we receive the product and inspect it for damage you will be refunded the amount of the product minus a restocking fee of up to 20%. If the product is damaged, the costs of replacing parts and repairing the unit will also be deducted from the total refund amount. 

How to Handle Your Product Delivery

Please follow the steps below BEFORE SIGNING for and ACCEPTING Delivery:

NO VISIBLE DAMAGE:

If there are NO visible holes, rips, dents, or tears to any of the packaging, then please sign and accept your delivery without making exceptions.

VISIBLE DAMAGE:

If there are visible holes, rips, dents, or tears to any of the packaging, please note the extent of the damage in the exceptions area of the delivery slip, and accept your delivery. Contact our customer service department at (877) 460-1646 if the product is found to be damaged after unpacking. Please note the delivery driver is NOT obligated to wait for you to unpack the scooter to inspect before you accept the delivery.

EXTREME DAMAGE:

If there IS an extreme amount of obvious damage to the packaging of your scooter, please refuse the delivery as “Damaged in Transit”, then both you and the Delivery Driver must sign the BOL. Immediately notify our customer service department at (877) 460-1646 if a shipment is refused due to extreme damage.

CONCEALED DAMAGE:

If there was NO visible damage to the packaging, but the product is damaged, immediately call our customer service department at(877) 460-1646 to report the damage. Concealed damage claims are limited to 72 hours after delivery in order for us to file a damage claim and provide you with the fastest solution.

It is important you know that our manufacturing partners are putting each product through a 35-point inspection two separate times before shipping. Although the package may not appear damaged, this does not mean it was not mishandled during transit.

Pre-Orders

All orders for pre-ordered merchandise are subject to a 30-60 day shipping period. In the event that you wish to cancel the pre-order, you will be subject to a 3.5% credit card processing fee.

Whill Product Warranty

WHILL, Inc. (WHILL) personal mobility and wheelchair products (“Product”) are warranted against defects in materials and workmanship as follows, for a period from the date of your receipt of the Product from WHILL or a WHILL-authorized third-party distributor or reseller equal to the following: (i) with respect to the base and seat frame, five (5) years, and (ii) with respect to the seat and back cushion, two (2) years, and (iii) with respect to the electrical and mechanical components, batteries, and tires, one (1) year (“Warranty Period”) in each case when used in accordance with the applicable usage documentation. If a defect arises during the Warranty Period, WHILL will, at its option: (a) provide replacement parts that are new and/or previously used parts that are equivalent to new in performance and reliability to the defective parts or, with your consent, are at least functionally equivalent to the parts they replace; or (b) exchange the affected Product with a functionally equivalent product that is new or formed from new and/or previously used parts that are equivalent to in performance and reliability or, with your consent, a Product that is at least functionally equivalent to the Product it replaces.

This warranty excludes: (i) normal depletion of consumable and/or wearable parts (such as trim components and covers for the seat and back cushion) unless failure has occurred due to a defect in materials or workmanship; and (ii) damage resulting from abuse, accident, modifications, unauthorized repairs, or other causes that are not defects in materials and workmanship.

Further, this warranty does not cover any labor costs that may be incurred in connection with the installation or repair of your Product. The Product is sold primarily through third-party distributors and/or resellers, which provide warranty repair services to WHILL customers, who may or may not charge fees for their repair labor under separate terms and conditions. In the event the distributor or reseller is no longer in business or has ceased to sell WHILL products, WHILL will provide a list of authorized repair companies. Please contact WHILL to obtain a current list of authorized repair companies.

This warranty is valid solely for customers who purchased their Product directly from WHILL or a WHILL-authorized third-party distributor or reseller in the United States and Canada. This warranty is not valid outside of the United States and Canada.

Some states and countries do not allow limitations on how long such warranties, conditions, and/or implied terms may last, so the limitation described above may not apply to you. This warranty is offered in addition to rights and remedies conveyed by consumer protection laws and regulations that cannot be statutorily waived and do not affect your applicable statutory rights.

No person other than WHILL is authorized to modify this limited product warranty.