Return Policy - Mobility Scooters Direct
How do I return an item?
We hope we’ve done a great job at showing you all relevant information about our products but understand the numerous reasons why returns must be made. Please utilize our Contact Us page and fill out the form. We will have a customer service representative get back you as soon as possible.
All returns must be pre-authorized by Mobility Scooters Direct and made within 5 days of receipt of product(s). A return authorization (RA) number must be obtained from our office before returning any merchandise. To obtain an Return Authorization number send an email to help@mobilityscootersdirect(.)com. Once we get your request for return, we will provide you with the necessary paperwork for your reutn.
After receiving the RA and return shipping address from one of our staff members, please ship the product(s) back in the original packaging free of damages. Please note that if the product is damaged during shipping and you don't have shipping insurance, your will not receive a full credit. Please include your RA number on the shipping label or somewhere in or on the box. Returns not due to warranty claims, or factory error are subject to a 20% restocking fee. Custom orders may not be returned.
Keep your original carton and packing materials for safe transport! Please carefully repack the items in their original packaging so they are secure and tight inside the box. You must have a Return Authorization number to ensure that your return is processed. Email or call for an RA number and instructions on how and where to return your order. Please send a detailed explanation about your return.
You will be responsible for the return shipping cost. To protect yourself, use a delivery service that has a tracking # and insurance. A refund will not be given on merchandise that is lost by the carrier. You must write the RA number on the outside of the package you are returning. Returns without a RA number may be refused and sent back to you.
If the item you are returning is defective or was shipped in error by us, we will send a UPS call tag to retrieve your package, repair it or send a replacement. NOTE: Some manufacturers will replace the item entirely at their own expense. Others, will only send parts to correct the damage.
Upon receipt of the returned item and approved evaluation we will credit your credit card.
Drop shipments are shipped directly from our vendors. Returns may be subject to our vendor’s return policy and may incur a restocking charge. Purchaser is responsible for all freight charges unless an item was shipped in error or is defective.
All refused shipments, without prior approval, will be subject to a 15% restock fee. The customer will be responsible for return shipping charges.
We will do our best to cancel your order upon request before it ships. However, if your item has already shipped, our regular return policy will apply.
Please inspect your package when it arrives. If it is defective, you must notify us within 3 business days of delivery.
Occasionally, a manufacturer will request that you discard a product if it is damaged beyond repair. The manufacturer may not want the product back, and under this ”rare” circumstance, it is our policy that it will be the customer's responsibility to discard or recycle the product at a local waste management facility. We ask however, that all customers wait for instructions from us before discarding any product.
Occasionally a manufacturer will make changes to a product shown online at MobilityScootersDirect.com; Mobility Scooters Direct is not responsible for minor manufacturing / manufacturer design changes that may occur with a product. We are not responsible for slight variations in color that may exist in certain products.
Returns will be inspected prior to issuing credit. Original shipping costs may be waived if exchanging for another item of same or greater value.
If you paid a shipping fee on your original order for expedited, international or other shipping it is Non-Refundable even upon return of your order. Please note that returns may go back to a different location than they originated from. If you return an item to our warehouse in California without a Return Authorization Number the cost we incur to ship the item to the manufacturer's warehouse on your behalf will be deducted from the amount of your credit, if any.
Custom made products are not returnable.
Disclaimer Regarding Website Errors: We make every effort to ensure that descriptions, dimensions, pictures and prices are accurate in our database. Should a pricing error arise we will make every attempt to inform the customer. However, we reserve the right to supply or not to supply a product. Products may vary slightly in design and/or color from the illustrations and are subject to change without notice. Prices are subject to change without notice.
------- Repair Service Calls Are Non-Refundable------------
Statewide Mobility Inc DBA Mobility Scooters Direct has many partners throughout the United States that offer repair services for power wheelchairs and mobility scooters. Mobility Scooters Direct is not a service provider, we are a new product retailer that offers a referral service for repairs and white-glove deliveries. Statewide Mobility has developed relationships with service providers on a national level which we utilize to facilitate service requests for our customers and those seeking repairs on powered mobility products like scooters and wheelchairs. Since the service providers get a new customer when we refer customers to them, they agree to give us the lowest pricing on an in-home service request which means you save money.
Service Provider Agreement
If you purchase a service evaluation request through our website, you agree to and fully understand the following information. Our referral fee is $149.99 which simply covers the travel costs and diagnosis to get an experienced mobility product technician dispatched to your house. The $149.99 fee is non-refundable and all sales are final. We have technicians in all major metropolitan areas that are willing to drive a total of 100 miles round trip to provide you with an evaluation of your mobility product issue. Individuals who live outside of a major metropolitan area may be required to pay for additional mileage if the total round trip is over 100 miles. We charge $1.75 for every mile above 100 miles (round-trip).
We do not service Hoveround products, hospital beds, lift systems or ramps. We ONLY service mobility scooters or power wheelchairs.
What is not included with the $149.99 fee: Any replacement parts and/or services needed to repair the product(s) are not included. If parts are needed or if repairs are needed, the service provider will provide you with a quote.
After submitting your $149.99 payment online, a service coordinator will contact you within 1 to 2 business days on average. Should you have any questions, you can always contact us via phone, chat or email.
Be sure to keep your service request ID # handy as the service technician may ask you for it.