We want you to be completely satisfied with your HILEY purchase. If you’re not, we offer a 14-day return window from the date of delivery. Please review the details below carefully to ensure a smooth return process.
Return Process
Complete our Service Request Form.
Contact our support team at support@hileymobility.com to obtain a Return Authorization (RMA) and request a return shipping label if needed.
Unauthorized returns can not be accepted or refunded, and could be forfeited.
The original packaging must be used when sending the scooter back. Returns may be rejected if the original packaging is missing, and any associated costs will be borne by the buyer. We recommend keeping the original box and materials in case a return or future shipment is needed.
Non-Returnable Items
Refurbished products are final sale and not eligible for return.
Products ridden in heavy rain.
Products returned in an excessively dirty condition.
Products that have been involved in a collision or fall, resulting in noticeable damage that may affect resale.
Products that have been modified by the user without authorization, including but not limited to: changing the color, using non-original parts, altering the electrical system, upgrading the motor or controller, modifying the frame structure, changing the brake system, or engraving on the product.
Return Conditions and Fees
|
Scooter Condition |
Eligible |
Fees and Requirements |
|
Unopened |
Yes |
Round-trip shipping costs + 5% restocking fee |
|
Opened but unused |
Yes |
Round-trip shipping costs + 25% restocking fee. Item must be in original condition with all packaging and accessories included. |
|
Used (10 miles or less) |
Yes |
Round-trip shipping costs + 25% restocking fee. Additional charges may apply for any damage, missing parts, or packaging issues. |
|
Used (over 10 miles) |
No |
Scooters with over 10 miles on the odometer are not eligible for return. |
Understanding Our Restocking Fee
Round-trip shipping is fully charged by the carrier, and payment platforms apply a 3%–6% processing fee per transaction.
Returned items often require a 10%–20% price reduction to resell.
Returned products are repackaged, cleaned, and thoroughly inspected to restore them to like-new condition.
Parts and Accessories
Returns of parts and accessories must be requested within 14 days of delivery. Items must be unused, in original condition and packaging. Returns due to customer error or change of mind are subject to a 25% restocking fee and round-trip shipping costs.
Refunds
We will inspect the returned item within three (3) business days of delivery. If the condition matches your description, we’ll issue the refund immediately. If not, deductions will be made based on any damage or missing parts. Refund timing depends on your bank or payment provider.
Order Cancellations
Orders can be canceled at no cost prior to shipment. Once the order is picked up by the carrier—as indicated by the tracking status on UPS, USPS, or FedEx—cancellations will require round-trip shipping costs + 5% restocking fee. Please contact us as soon as possible if you wish to cancel.
Shipping Damage Claims
If your order arrives damaged, please contact support@hileymobility.com within seven (7) days of delivery and provide the following:
A photo of the scooter dashboard showing zero (0) miles (to confirm it has not been ridden)
Close-up photos of the damaged area(s)
Photos showing the interior foam packaging
Photos of the outer shipping box
Scooters that have been ridden are not eligible for damage claims. If you wish to return a used scooter, it must have 10 miles or less and will be subject to standard return deductions.
If the damage claim is not submitted within seven (7) days from delivery, we will not be able to process the claim.
Quality-Related Returns (Within 14 Days)
We stand behind the quality of our products. If a quality-related issue occurs within 14 days that affects the scooter’s ability to function properly or poses a safety risk, we will work with you to resolve it promptly. In most cases, we provide free replacement parts or repair the scooter free of charge. This may involve returning the scooter to our facility or visiting a local service center.
Our goal is to keep you riding safely and confidently. If the issue cannot be resolved through repair, we’ll make it right — including a return or replacement if necessary.
Photographic and Video Evidence
Buyers must complete our Service Form and provide photos and videos to support the quality-related issue. If the return is approved, the buyer must also provide a photo showing the total mileage on the odometer and stop using the scooter.
If the odometer reading at the time of return differs from the approved mileage, a restocking fee will apply based on the following calculation:
For every 10 miles over the approved mileage, an additional 5% fee will be charged.
Return Shipping Costs for Quality-Related Issues
For returns within 14 days due to motor, battery, or controller failures, buyers are initially responsible for the shipping costs of returning the product. Once the issue is confirmed as a manufacturing defect, we will reimburse the return shipping costs. After 14 days, buyers are responsible for both return shipping and the cost of sending the scooter back if repair is needed.
If the damage is determined to be caused by user action (e.g., collision or misuse), the buyer will be responsible for all costs, including return shipping, repair fees, and any replacement parts.
Warranty
Please refer to the HILEY USA 12-Month Limited Warranty for details regarding warranty coverage.
Policy Updates
HILEY USA reserves the right to update or revise this policy at any time. It is the buyer’s responsibility to review the return policy prior to purchase.
At HILEY, your satisfaction is our top priority. If you're not completely happy with your purchase, you can return it within 14 days of delivery. Please review the details below to ensure a smooth return process.
How to Return Your Item
1. Complete the Service Request Form.
2. Fill out the form to start your return request.
3. Contact Support.
Email us at support@HILEY.com to receive your Return Authorization (RMA) and, if needed, a return shipping label.
4. Unauthorized Returns.
Returns without prior authorization cannot be accepted and may not be refunded.
5. 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.
Non-Returnable Items
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.).
Return Conditions and Fees
|
Condition |
Eligible for Return? |
Fees & Requirements |
|
Unopened |
Yes |
Round-trip shipping + 5% restocking fee |
|
Opened, unused |
Yes |
Round-trip shipping + 25% restocking fee. Must be in original condition with all packaging and accessories. |
|
Used (≤10 miles) |
Yes |
Round-trip shipping + 25% restocking fee. Additional charges may apply for damage or missing parts/packaging. |
|
Used (>10 miles) |
No |
Not eligible for return. |
Why Restocking Fees?
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.
Parts and Accessories
● 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.
Refunds
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.
Order Cancellations
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.
Shipping Damage Claims
If your order arrives damaged:
● Contact us within 7 days of delivery at support@hileymobility.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.
Quality-Related Returns (Within 14 Days)
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.
Warranty
For warranty coverage details, please refer to the HILEY USA 12-Month Limited Warranty.
Policy Updates
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.