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Return Policy - Mobility Scooters Direct

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. 


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

PARTS AND ACCESSORIES ARE NON-RETURNABLE AND NON-REFUNDABLE when ordered online and or in person. 

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 notate 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.

 

How do I return an item?

We hope we’ve done a great job of showing you all the relevant information about our products but understand the numerous reasons why returns must be made. After reading all of the information on this page, if you wish to proceed with a return or cancellation request, please fill out the form at the bottom of this page. We will have a customer service representative contact 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 a Return Authorization number send an email to [email protected](.)com. Once we get your request for a return, we will provide you with the necessary paperwork for your return.

After receiving the RA and return shipping address from one of our staff members, ship the product(s) back in the original packaging free of damages. The original packaging must be used to return any products. Please note that if the product is damaged during shipping and you don't have shipping insurance, you will not receive 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. Mobility Scooters Direct does not participate in any trial programs that manufacturers offer. 

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 an 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. 

Order's Placed with Bread Financing

Any return orders that have been paid using the Bread Financing service will also be subject to a 20% restocking fee in the same manner that a traditional order is placed. In order to collect the 20% restocking fee from the total amount, we will require a credit card or personal check to be charged for that 20% restocking fee. Once we have received the payment for the 20% restocking fee, from the purchaser's personal credit card, we will cancel your financing and issue you a refund of the total dollar amount on the loan. We reserve the right to refuse to cancel any financing if the 20% restocking fee is not paid by means of credit card or personal check.

Disclaimer:

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 20% restocking 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. Expedited shipping is not guaranteed. 

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 the 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. 

Not returnable:

Any powered mobility products that have to be customized are not eligible for returns. This includes lift chairs with upgraded fabric options and any mobile device that has an upgraded or custom seat, footplate, or elevating seat option.

Parts and accessories are not returnable.

Batteries and battery chargers are also 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. Parts and batteries are not returnable.

 

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