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:
-
Complete the Service Request Form.
-
Email support@hileymobility.com to get your Return Authorization (RMA) and, if needed, a return shipping label.
-
Always use the original packaging; returns without it may be rejected and extra costs charged to the buyer.
-
Unauthorized returns cannot be accepted or refunded.
Non-Returnable Items
-
Refurbished products (final sale).
-
Products ridden in heavy rain.
-
Products returned excessively dirty.
-
Products damaged from collisions or falls.
-
Products modified without authorization (e.g., color changes, non-original parts, frame/electrical modifications, brake changes).
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:
-
Before shipment: Free cancellation.
-
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:
-
A photo of the scooter dashboard showing 0 miles.
-
Close-up photos of the damage.
-
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:
-
We provide free repair or replacement parts.
-
In some cases, the scooter must be sent to our facility or a service center.
-
If the issue cannot be resolved, we will arrange a return or replacement.
Requirements:
-
Complete our Service Form and provide photos/videos of the issue.
-
Include an odometer photo. For every 10 miles over the approved mileage, a 5% fee applies.
Shipping Costs:
-
Within 14 days: Buyer pays return shipping upfront. If confirmed as a manufacturing defect, we reimburse it.
-
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.