1.Complete the Service Request Form.

2. Fill out the form to start your return request.Contact Support.
Email us at support@HILEY.com to receive your Return Authorization (RMA) and, if needed, a return shipping label.

3.Unauthorized Returns.

4. Returns without prior authorization cannot be accepted and may not be refunded.Original Packaging.

To ensure a smooth return, please use the original packaging. Returns without it may be rejected, and the buyer will be responsible for any additional costs. We recommend saving the original box and materials in case a return or future shipment is needed.

We cannot accept returns on the following items:

• Refurbished products (final sale).
• Products that have been ridden in heavy rain.
• Products returned excessively dirty.
• Products damaged by collision or falls.
• Products modified without authorization (e.g., color changes, non-original parts, frame alterations, etc.).

1.Unopened

a.Eligible for Return: Yes

b.Fees and Requirements: Round-trip shipping costs + 5% restocking fee

2.Opened but unused

a.Eligible for Return: Yes

b.Fees and Requirements: Round-trip shipping costs + 25% restocking fee. Item must be in original condition with all packaging and accessories included.

3.Used (10 miles or less)

a.Eligible for Return: Yes

b.Fees and Requirements: Round-trip shipping costs + 25% restocking fee. Additional charges may apply for any damage, missing parts, or packaging issues.

4.Used (over 10 miles)

a.Eligible for Return: No

b.Fees and Requirements: Scooters with over 10 miles on the odometer are not eligible for return.

Round-trip shipping is fully charged by the carrier, and payment platforms apply a 3%-6% processing fee. Additionally, returned items require a 10%-20% price reduction to resell. We also repack, clean, and inspect each return to restore it to like-new condition.

• Return Window: 14 days from delivery.
• Condition: Must be unused and in original packaging.
• Restocking Fee: 25% + round-trip shipping for customer error or change of mind.

Once your return is received, we’ll inspect the item within 3 business days. If the condition matches your description, we’ll process your refund immediately. If there’s any damage or missing parts, we’ll adjust your refund accordingly. The time it takes for the refund to appear depends on your bank or payment provider.

You can cancel your order free of charge before shipment. After the carrier picks it up (as shown by the tracking info), cancellations will incur round-trip shipping fees + a 5% restocking fee. If you wish to cancel, please contact us ASAP.

If your order arrives damaged:

Contact us within 7 days of delivery at support@HILEY.com.

Provide:

• A photo of the scooter dashboard showing zero miles (to confirm no use).
• Close-up photos of the damaged area(s).
• Photos of the inner foam packaging and the outer shipping box.

Note: Scooters that have been ridden are not eligible for damage claims. If the scooter has less than 10 miles, you can return it per our standard policy.

If a quality issue arises within 14 days (affecting function or safety), we’ll work with you to resolve it. This could involve a free replacement part, repair, or return. In some cases, the scooter may need to be sent to our facility or a local service center for repair.

Evidence Required:

• Complete our Service Form and provide photos/videos of the issue.
• If approved for return, include a photo showing the mileage on the odometer and stop using the scooter.

Mileage-Based Restocking Fee:

• For every 10 miles over the approved mileage, an additional 5% fee will apply.
  Return Shipping for Quality Issues:
• Within 14 Days: You’re responsible for return shipping costs. If the issue is confirmed as a manufacturing defect, we’ll reimburse you.
• After 14 Days: You’ll cover return shipping and repair costs.

User-Caused Damage:

• If the issue is due to misuse, you’re responsible for all costs, including shipping, repairs, and replacement parts.

For warranty coverage details, please refer to the HILEY USA 18-Month Limited Warranty.

HILEY USA reserves the right to update this policy at any time. It is the buyer’s responsibility to review the return policy prior to purchase.