Returns & Exchanges Policy

Policy Overview

At Mobility Scooter Freedom, we understand that purchasing a mobility scooter, power wheelchair, lift chair, ramp, or accessibility product is an important decision. These products can have a significant impact on your comfort, independence, and daily life.

Our goal is simple: we want you to feel confident when purchasing from us.

This policy is designed to be fair, transparent, and easy to understand. If you ever have questions before or after your purchase, our team is here to help.

Return & Exchange Eligibility

Most products may be returned within our return window provided they meet the following requirements:

• Product is new and unused

• Product is in its original packaging

• All manuals, accessories, hardware, and included components are returned

• Product is in resalable condition

Items showing signs of use, modification, damage, or missing components may not qualify for a refund.

Return Window

Returns must be requested within 30 days of delivery.

Once a return request is approved, return instructions and any necessary documentation will be provided.

Returns initiated after the 30-day window may not be eligible for refund or exchange.

Return Shipping Responsibility

If you decide the product is no longer needed or simply isn't the right fit, you are responsible for return shipping costs.

For your convenience, prepaid return labels may be available when applicable. If a prepaid label is provided, the shipping cost will be deducted from your refund.

If the return is the result of a defective product, shipping damage, or an error on our part, Mobility Scooter Freedom will cover all return shipping costs.

How to Start a Return or Exchange

To begin a return or exchange, please contact our support team at:

support@MobilityScooterFreedom.com

Please include:

• Your order number

• Product name

• Reason for the return or exchange

• Photos if the item is damaged or defective

Our team will review your request and provide return authorization instructions. Please do not return products without prior authorization, as this can delay processing.

Damaged or Defective Items

We ask customers to inspect all shipments promptly upon delivery.

For freight deliveries, any shipping damage must be reported within 48 hours of delivery.

For UPS, FedEx, USPS, or other parcel shipments, damage or defects must be reported within 15 days of delivery.

Whenever possible, please retain the original packaging and provide photographs of the product and packaging to help us resolve the issue quickly.

If a product arrives damaged, defective, or incorrect, we will work quickly to make it right at no additional cost to you.

Cancellations

Orders canceled before shipment are eligible for a full refund.

Once an order has shipped, it falls under our standard return policy and may require a return authorization if you no longer wish to keep the product.

If you need to cancel an order, please contact us as soon as possible so we can assist.

Refund Processing Time

Once a returned item is received and inspected, refunds are typically processed within 7 business days.

Refunds are issued to the original payment method used during checkout.

Depending on your financial institution, additional processing time may be required before funds appear in your account.

Our Error vs. Customer-Initiated Returns

If we shipped the wrong product, a product arrives defective, or shipping damage occurred, Mobility Scooter Freedom will cover all reasonable return and replacement costs.

If you change your mind, order the wrong item, or determine that the product is not the right fit for your needs, return shipping costs are your responsibility.

In all cases, our team will work with you to find the best solution possible.

Exchanges Process

If you would like to exchange a product for a different model, size, or configuration, please contact our support team.

Customers are responsible for return shipping costs and any reshipment costs associated with exchanges unless the exchange is required due to an error, defect, or shipping damage.

Our team can help determine the most efficient path forward before an exchange is processed.

Our Commitment to You

We built Mobility Scooter Freedom around a simple belief: mobility products should help people enjoy more freedom, confidence, and independence.

When you purchase from us, you're not just placing an order—you’re working with a team that genuinely wants to help you find the right solution.

If questions arise before, during, or after your purchase, we're here to help. Our goal is to earn your trust through honest communication, responsive service, and a customer experience that makes you feel comfortable every step of the way.