We want you to understand the return process before purchasing a HILEY scooter.
Eligible products may be returned within 14 days of delivery, subject to the conditions and fees below.
A return request must be submitted within the 14-day return period. Products returned without prior authorization may not be accepted.
Return Eligibility
Electric Scooters
| Scooter Condition | Return Eligibility | Restocking Fee |
|---|---|---|
| Unopened and in original packaging | Eligible | 5% |
| Opened but unused | Eligible | 25% |
| Used, with 10 miles or less on the odometer | Eligible | 25% |
| More than 10 miles on the odometer | Not eligible for standard return | — |
Applicable shipping costs are separate from the restocking fee.
For returns caused by buyer preference, ordering error, or change of mind, the customer is responsible for the actual outbound shipping cost originally incurred by HILEY as well as the cost of return shipping.
Any additional deduction for missing components, abnormal wear, damage, or packaging loss will be communicated after inspection.
What Does "Unused" Mean?
An unused scooter has not been ridden outdoors and shows no signs of road use, wear, damage, modification, or contamination.
Opening the shipping carton for inspection does not by itself constitute use.
How to Start a Return
Before shipping anything back:
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Submit the HILEY Service Request Form.
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Contact support@hileymobility.com.
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Receive a Return Merchandise Authorization (RMA) and return instructions.
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Repack the scooter securely using the original packaging whenever possible.
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Follow the shipping instructions provided by HILEY Support.
Do not ship a scooter back without an RMA.
Unauthorized returns may be refused or may experience significant processing delays.
Original Packaging
Because electric scooters are large and heavy products containing lithium-ion batteries, proper packaging is important for safe transportation.
Customers should retain the original carton and protective packaging during the 14-day return period.
If the original packaging is unavailable or unsuitable for safe return shipping, additional packaging or handling costs may apply.
Non-Returnable Products
Standard returns are not accepted for:
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Scooters with more than 10 miles on the odometer
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Refurbished or final-sale products unless otherwise stated
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Products damaged in a collision, fall, or accident
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Products with unauthorized structural or electrical modifications
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Products with significant customer-caused damage
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Products returned with missing major components
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Free promotional gifts by themselves
These limitations do not eliminate any rights that may apply to an eligible manufacturing defect or shipping-damage claim.
Promotional Gifts and Bundles
If a scooter purchase included free promotional items, those items must also be returned in complete and reasonable condition when the main scooter is returned.
If a promotional item is not returned, its stated retail value may be deducted from the refund.
Free promotional gifts cannot normally be returned separately for cash or exchanged unless specifically stated in the promotion.
Parts and Accessories
Parts and accessories may be returned within 14 days of delivery if they are unused, uninstalled, and in their original packaging.
Returns caused by ordering error or change of mind are subject to:
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A 25% restocking fee; and
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Applicable outbound and return shipping costs.
Parts that have been installed, used, modified, damaged, or electrically connected may not be eligible for return unless a manufacturing defect is confirmed.
Order Cancellation
Before Shipment
Orders may be cancelled without a cancellation fee if the cancellation is successfully processed before the order has been transferred to the shipping carrier.
Contact support@hileymobility.com as soon as possible.
Submitting a cancellation request does not guarantee cancellation if fulfillment is already in progress.
After Carrier Pickup
Once the order has been collected by the carrier, it can no longer be treated as a pre-shipment cancellation.
After delivery, the order may be returned under the standard return conditions described in this policy.
Please do not refuse delivery unless HILEY Support specifically instructs you to do so.
Address Changes
Contact HILEY Support immediately if you need to correct a shipping address.
Address changes cannot be guaranteed after fulfillment begins.
Once the carrier has received the package, rerouting may be unavailable or may result in additional carrier fees.
Shipping Damage
If your scooter arrives with visible shipping damage, contact support@hileymobility.com within 7 days of delivery.
Please provide:
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Photos of the outer shipping carton
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Photos of the internal protective packaging
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Close-up photos of the damaged area
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A photo of the scooter dashboard / odometer
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Your order number
Do not ride a scooter with visible shipping damage until HILEY Support has reviewed the claim.
Shipping-damage claims are handled separately from change-of-mind returns and are not subject to standard restocking fees when the damage is confirmed to have occurred before delivery.
Manufacturing Defects Within the First 14 Days
If your scooter develops a functional or safety-related issue within 14 days of delivery, contact HILEY Support before requesting a standard return.
HILEY may first provide:
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Remote troubleshooting
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Replacement parts
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Repair assistance
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Service through an approved repair location
If HILEY confirms a manufacturing defect that cannot reasonably be resolved through repair or replacement parts, we may approve a replacement or return.
Confirmed manufacturing-defect returns are not treated as change-of-mind returns and are not subject to the standard restocking fee.
HILEY will provide or reimburse approved return shipping when a return is authorized specifically because of a confirmed manufacturing defect.
Issues Reported After 14 Days
The end of the 14-day return period does not end your warranty coverage.
Eligible manufacturing defects reported after the 14-day return period are handled according to the HILEY USA Limited Warranty.
The applicable warranty period is:
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12 months for eligible components
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15 months for the scooter frame
Please refer to the Warranty Policy for coverage, exclusions, shipping responsibility, and claim procedures.
Refund Processing
Returned products are inspected after arrival.
We normally complete the initial inspection within 3 business days of receiving the return.
Once approved, the eligible refund is issued to the original payment method.
The time required for the refund to appear in your account depends on your bank, card issuer, or payment provider.
The final refund may include applicable deductions for:
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Restocking fees
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Outbound shipping
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Return shipping
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Missing promotional items
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Missing components
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Customer-caused damage
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Additional packaging required for safe return
Any material deduction identified during inspection will be documented.
Contact
For returns, cancellations, shipping-damage claims, or product issues:
Do not ship products to a HILEY warehouse, dealer, or service center without first receiving authorization and return instructions.
