Return Window
Q: How long do I have to return my purchase?
A: You can request a return within 14 days of delivery.
Return Process
Q: How do I start a return?
A:
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Complete the Service Request Form.
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Email support@hileymobility.com to get your Return Authorization (RMA) and, if needed, a return shipping label.
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Always use the original packaging; returns without it may be rejected and extra costs charged to the buyer.
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Unauthorized returns cannot be accepted or refunded.
- Due to increased labor and shipping costs, a $200 restocking fee will be applied to returned products.
- If the main product is returned, the free gifts must be returned intact along with it. Otherwise, the value of the gift will be deducted from the refund. Free gifts are non-returnable and non-exchangeable.
- Returns must be initiated by contacting our support team first. Please do not send or drop off any product at our warehouse without prior authorization. Any return sent to our warehouse without contacting us and receiving return instructions in advance will not be accepted or processed.
Non-Returnable Items
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Refurbished products (final sale).
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Products ridden in heavy rain.
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Products returned excessively dirty.
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Products damaged from collisions or falls.
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Products modified without authorization (e.g., color changes, non-original parts, frame/electrical modifications, brake changes).
- Free gifts.
Return Conditions & Fees
Q: What fees apply depending on the scooter’s condition?
| Scooter Condition | Eligible? | Fees & Requirements |
|---|---|---|
| Unopened | ✅ Yes | Round-trip shipping + 5% restocking fee |
| Opened, unused | ✅ Yes | Round-trip shipping + 25% restocking fee |
| Used (≤10 miles) | ✅ Yes | Round-trip shipping + 25% restocking fee (extra charges for damage/missing parts) |
| Used (>10 miles) | ❌ No | Not eligible for return |
Parts & Accessories
Q: Can I return parts or accessories?
A: Yes, within 14 days of delivery. Items must be unused and in original packaging. Returns due to customer error or change of mind are subject to a 25% restocking fee + round-trip shipping.
Refunds
Q: When will I receive my refund?
A: We will inspect your return within 3 business days of receipt. If the condition matches your description, the refund will be issued immediately. Refund timing depends on your bank or payment provider.
Order Cancellations
Q: Can I cancel my order?
A:
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Before shipment: Free cancellation.
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After carrier pickup: Round-trip shipping + 5% restocking fee. Please contact us as soon as possible.
Shipping Damage Claims
Q: What if my order arrives damaged?
A: Contact us within 7 days of delivery at support@hileymobility.com and provide:
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A photo of the scooter dashboard showing 0 miles.
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Close-up photos of the damage.
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Photos of the inner foam packaging and outer shipping box.
⚠️ Scooters that have been ridden are not eligible for damage claims. If under 10 miles, they may still be returned per our standard policy.
Quality-Related Returns (Within 14 Days)
Q: What if my scooter has a quality issue?
A: If a functional or safety-related issue occurs within 14 days:
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We provide free repair or replacement parts.
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In some cases, the scooter must be sent to our facility or a service center.
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If the issue cannot be resolved, we will arrange a return or replacement.
Requirements:
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Complete our Service Form and provide photos/videos of the issue.
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Include an odometer photo. For every 10 miles over the approved mileage, a 5% fee applies.
Shipping Costs:
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Within 14 days: Buyer pays return shipping upfront. If confirmed as a manufacturing defect, we reimburse it.
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After 14 days: Buyer covers all costs (shipping, repairs, replacement parts).
Warranty
Q: How do I know what is covered by warranty?
A: Please refer to the Warranty Policy for full details.
