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This is the refund policy of Heavy Duty Mobility LLC. Most of our scooters, wheelchairs and lifts ship by truck straight from the manufacturer, and every return costs the manufacturer freight and handling. That is why we answer every question, send measurements and share videos before you buy. If you are unsure whether a model will suit you, call us at (888) 233-5563 first.
VA, government and business orders follow the quote or purchase order where its terms differ from this page.
Canceling an order
| When you cancel | What you get back |
|---|---|
| Within 24 hours of ordering, before it ships | A full refund, unless it is a custom built unit the manufacturer has already started building |
| More than 24 hours after ordering, before it ships | The price paid less any cancellation or restocking charge the manufacturer bills us for your order, any financing fee the payment company does not return to us, and any amount the local white glove shop has already charged us for your order and will not give back |
| After it ships | It is treated as a return under the rules below |
| Because we missed the ship date on your order confirmation | A full refund including shipping and any white glove fee, with no fee, at any time before it ships |
We usually send your order to the manufacturer on the next business day. If you cancel after 24 hours and before it ships, we tell you the dollar amount we keep and we do not cancel until you accept it. That amount is the manufacturer’s charge, any financing fee the payment company does not return to us, and any amount the local white glove shop has already charged us and will not give back, and never more than you paid. We keep nothing if the item is faulty, is not what you ordered, or if you cancel because we missed the ship date. If your order includes white glove delivery, we keep only what the local shop has already charged us and will not give back, and refund the rest of that fee.
Many in stock models ship within a day, so the 24 hour window applies only while the order has not shipped. To cancel, email support@heavydutymobility.com with your order number or call (888) 233-5563. We cannot stop a shipment once it is with the carrier. If we shipped to the wrong address, we correct it at our cost.
A custom built unit cannot be canceled for a change of mind once the manufacturer has started building it, even inside the first 24 hours, because the factory charges us for the work. The product page says when a model is built to order. You can still cancel it for a full refund if we miss the ship date on your order confirmation.
Returning an item you changed your mind about
You can return most items within 14 days of delivery if all of these are true.
- We gave you a returns authorization before you sent it back.
- It is unused, clean and undamaged.
- It is packed the way it arrived, in its original box and crate.
- You ask us for the returns authorization within 14 days of the delivery date, and you hand the item to the carrier within 14 days after we send it.
Keep all packaging until you are sure you are keeping the item.
What a change of mind return costs
- A restocking fee of 20 percent of the price you paid for the item, not counting tax or delivery charges. We deduct it from your refund.
- Return freight, which you arrange and pay directly to the carrier. We tell you where the item must go. We do not deduct that freight again from your refund.
- If shipping was free, we do not charge you later for the freight we paid to send the item.
- We refund the white glove fee less only the amount the local shop has already charged us and will not give back. If the shop has not charged us, we refund the whole fee. We tell you the amount first.
If you refuse a delivery that is not damaged, it is treated as a change of mind return, so the restocking fee and return freight apply.
When you pay nothing
None of these charges apply when we sent the wrong item, the item is not as described, it was damaged in transit, or it has a fault covered by warranty or by the law where you live. In those cases we arrange the return or the fix at our cost.
How to start a return
Email support@heavydutymobility.com or call (888) 233-5563 with your order number, the item and the reason, and send photos of the item and its packaging. We reply with a returns authorization number and the return address. Items sent back without one can be refused by the warehouse.
Refunds
For a return, the manufacturer inspects the item within 7 business days of receiving it, and we refund you within 10 business days after that. For a cancellation before shipping, we refund within 7 business days, or within one billing cycle if you paid by card. The refund goes to the original payment method and includes the sales tax on the amount refunded. If you paid with Klarna, Affirm or PayPal Pay Later, the refund goes to your loan account and the lender adjusts your balance under your loan agreement. Interest already charged by the lender is handled by the lender.
Brands that do not take change of mind returns
MIA Dynamics and EZRaider do not accept change of mind returns once the item has shipped. The product page says so when this applies. This limit does not apply when we send the wrong item, the item is not as described, it is damaged in transit, or it has a fault covered by warranty or by law, and we will not refuse a returns authorization in those cases.
EK Tech tuggers and carts follow EK Tech’s own return terms, set out in full just below.
Damage in transit
Damage that happened in transit is a freight claim, not a return. See our Shipping and Tracking page for what to do at delivery.
Warranty
Every product has its manufacturer’s written warranty, with the type and length shown on its product page. If you ask, we send you the warranty document before you buy. We handle the claim with the manufacturer for you, and the manufacturer performs the warranty work. Any rights you have against us as the seller stay in place. Nothing on this page limits a remedy for injury, for an item that is not as described, or for a warranty the law does not let a seller cut off.
Warranties cover faults in materials and workmanship. They do not cover normal wear such as tires, brake pads and upholstery, routine maintenance, damage from accidents or misuse, or use that goes against the owner’s manual. Batteries often have a shorter warranty than the rest of the scooter or wheelchair.
The three types of warranty
| Type | What happens when something breaks |
|---|---|
| Parts only | The manufacturer mails you the replacement part free during the warranty period. Labor is yours to pay, and we can usually help you find a local technician. |
| Parts and labor | The manufacturer covers the part and the labor to fit it during the warranty period. The product page and warranty document say where the repair is done. |
| In-home service | The manufacturer arranges for a technician to come to your home and repair the unit. Parts and labor are free during the warranty period. |
Making a warranty claim
- Email support@heavydutymobility.com with your order number, the model and a short description of the problem. Send photos or a short video of the problem.
- We may set up a short troubleshooting call. Many problems are fixed with a reset, a fuse or a loose connector.
- If a part is needed, the manufacturer ships it. If your warranty includes labor or in-home service, the manufacturer or its technician arranges the repair.
A technician visit can take a few days to arrange, more in rural areas. Warranty service is not an emergency service. If you are stranded or in danger, call 911.
If a technician finds that the problem is not covered by the warranty, the manufacturer may charge you for the visit. We will tell you if that is likely before a visit is booked.
Complaints
Send any complaint about a return, refund or warranty claim in writing to support@heavydutymobility.com with your order number, the product and a short description, plus photos or video where they help. You can call us as well, and we will confirm by email what we discussed.
What are the return terms on EK Tech tuggers and motorized carts?
EK Tech (Electro Kinetic Technologies) builds every unit to order and sets its own return terms. These apply to every EK Tech product instead of the policy above.
- Cancel free before it ships. Your card is not charged until the unit ships. A standard unit canceled before it ships costs nothing.
- 30 days to return a standard unit. Contact us within 30 days of delivery for a return authorization number. We cannot accept a return without one.
- 20% restocking fee after shipping. Once a unit has shipped, a 20% restocking fee applies to returns and to canceled orders.
- You pay the return freight. Send the unit back on its original pallet and repackaged the way it arrived.
- Every return is inspected. Damage is charged on top of the restocking fee at the cost of parts plus shop labor at $65 per hour. A unit that comes back with a damaged frame may not qualify for a refund.
- Custom builds are final. Custom built units cannot be canceled or returned.
