Nitro HD Heavy Duty Rollator

Parts Warranty & Shipping Policy

Mobility Direct works with reputable manufacturing companies and importers that are typically willing to support our customers in good faith when an item is defective or damaged upon receipt. When an item arrives that is defective, typically the manufacturing company will send a replacement part out at no additional charge to the customer. Items that are incompatible are not eligible for returns in most cases, please review the information on this page before placing your order.

Shipping Policy:

We do not guarantee shipping delivery times. Once an item is shipped, you will be subject to the return policy. If your item has not shipped, you can request a cancellation and we will issue a 100% refund to the payment method that was used to purchase the part.

 

Please follow the steps below to help us provide you with a resolution if an item arrives damaged. Mobility Direct will work with the manufacturer to find a resolution if you receive an item that was damaged while shipping. Typically, the manufacturer will require documentation of the damage to file a claim with the shipping company. Once the shipping claim is approved, the manufacturer will send a replacement item in most cases.

NO VISIBLE DAMAGE:

 

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

VISIBLE DAMAGE:

 

If there are visible holes, rips, dents, or tears in any of the packaging, please notate the extent of the damage with pictures, 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 it 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. If the item was shipped without a signature required, please immediately notify our customer service department at (877) 460-1646. Please provide pictures of the packaging prior to opening the package.

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.

Parts Warranty Information

If you order a part from our website, without providing a serial number to a parts department agent from Mobility Direct, you may lose the right to return an item. We do not accept returns due to compatibility issues unless you provide the serial number for the product you are ordering a part for. Serial numbers need to be provided to a Mobility Direct parts department member via phone or email. You can also provide your product's serial number while adding an item to your cart, and our team will review the compatibility before shipping the item. If you ordered an item that is not compatible, and we received your serial number prior to making the purchase, then we may issue a return authorization. Returns will only be considered when a serial number is provided. No exceptions.

 

Warranty coverage is provided by the manufacturer of the part you order from Mobility Direct. Our manufacturing partners decide whether or not a warranty claim is approved, not Mobility Direct. Mobility Direct does not provide warranty support or claim approval for parts. If you receive an item that is defective, you can contact Mobility Direct's customer service department to request a warranty claim for you. Mobility Direct agents will contact the manufacturer on your behalf and request approval for a warranty claim if the item is defective or arrives damaged. If the manufacturer denies the warranty claim request, Mobility Direct is not capable or required to take any further action.

Parts Return Policy

Mobility Direct at its sole discretion will decide if a part is eligible for a return based on several factors. The first factor will be if the serial number was provided when making the purchase. Most scooters, power wheelchairs, lift chairs, and vehicle lifts go through version updates. When version updates are made, parts may become incompatible with the older versions. The compatibility of parts is dependent on the serial number of your product, therefore, it is strongly advised that you provide a serial number when making a purchase to ensure that it will be compatible with your product. You can provide a serial number to any of our agents via email, or phone or when checking out on our website. If you do not provide a serial number prior to making a purchase, your part order will not be eligible for a return.

 

Mobility Direct and the manufacturing partners that we work with will not approve returns for the following items in most cases:

 

• Batteries
• Tires & Wheels
• Motors / Transaxle Assemblies
• Controllers
• Cargo Storage & Rack Accessories
• Ramps
• Shrouds & Body Panels
• Electrical Boards

 

If you would like to request a return, please create a help ticket by filling out the form on this page

 

You may also call (877) 460-1646 to request a return. Once a return request has been made, we will review the sales order, and associated communication with our team to decide if a return authorization is going to be provided or not.

 

If you receive a return authorization from one of our agents, you may be required to repack the item in the original packaging to have it shipped back. You may be responsible for the cost of the return shipping. All parts are subject to a 20% restocking fee. If one of our agents recommended a part that is not compatible with your model, we may waive the restocking fee and return shipping fee in good faith. Mobility Direct may provide a pre-paid return shipping label at its own discretion.

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 30-day return policy which means that when you receive your product, you have 30 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 30-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 to replace parts and repair 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.