Return and Refund Policy

Overview

At The Mobility Home, our mission is to help you live with less pain and more freedom. However, we understand that sometimes a product or service may not work out. This Returns & Refunds Policy explains how to request a return, what to expect with exchanges and refunds, and how we handle chargebacks, shipping, and cancellations.

Returns

If you want to return an item, please review the Return Policy for your individual product on its product page. You can find your product’s return policy near the bottom of its product page, under the ‘Returns’ section. There, you will find the return conditions for your product.

If you want to initiate a return, please scroll down on this page to Return Process.

Please inspect your product upon delivery. If it's damaged or incorrect, please refuse the delivery. If the product was delivered without requiring a signature and is damaged or incorrect, please contact Mobility Home Customer Service.

Once the delivery has been accepted, the following conditions apply:

• You are responsible for the cost of return shipping and restocking fee
• The product must be in its original packaging
• The product must be New and unused. It must include all parts, accessories, and paperwork,
• All Accessories included in the products box must be returned. Ex. Chargers, Baskets, Keys. Accessories that are not included in the products, those purchased separately, do not need to be returned.
• Free gifts included with your order do not need to be returned. However, if they are not returned, their retail value (not wholesale cost) will be deducted from your refund. Customers are responsible for return shipping costs on all returned items, including any optional return of free gifts.
• The outgoing freight delivery services such as white glove delivery or in home installment cannot be refunded

Return Process

• Contact us within the product’s return window to request a Return Authorization (RA). This allows us to coordinate with the correct supplier and ensure the return is handled smoothly.
• The fastest way to request an RA is by emailing us at sales@themobilityhome.com or calling 1-833-465-6956.
• Once your return request is approved, we’ll provide you with an RA number and the supplier’s return address (note: we do not accept returns at our business registration address).
• Follow the instructions provided carefully. Shipping to the wrong address may delay your refund and result in extra shipping charges.
• Once the item is received and inspected by the supplier, they’ll determine if a refund is eligible based on the product’s condition. This usually takes 7–10 business days, though in rare cases it may take up to 4 weeks.
• If approved, your refund (minus applicable fees) will be issued to your original payment method within 10 business days.

PLEASE NOTE: Products returned without an RA number may be refused and not eligible for a refund.

General Return Window

• Return windows range from 7 to 90 days depending on the item. You can find the exact return period on each product page.

Restocking Fee

• Restocking fees range from 0–30% depending on the supplier’s policy. Most returns are subject to a 25% restocking fee.

Return Shipping

• Customers are responsible for the cost of return shipping unless the item is defective or shipped in error.
• We strongly recommend using a trackable shipping method to avoid lost packages.
• We also recommend purchasing shipping insurance to protect against potential shipping damage. (Note: we do not sell or offer shipping insurance ourselves—this is typically offered by the carrier at checkout.)
• Refunds may be denied if the item is damaged during return shipping and insurance was not purchased.

Refunds

• Refunds are issued once the returned item is received and inspected by the supplier.
• Refunds will be made to your original payment method, minus any restocking fees and original shipping charges (if applicable).
• Please allow up to 10 business days after approval for the refund to appear.

Exchanges

• If your product arrives defective or damaged, you may request an exchange free of charge.
• If the model you ordered doesn’t meet your needs, you may request an exchange for a different model from the same supplier.
• Not all products or suppliers allow exchanges. If you're unsure, please contact us and we’ll let you know if an exchange is possible for your item.
• In most cases, customers are responsible for return shipping when exchanging for a different model.

Cancellations

• Orders canceled after they’ve shipped are treated as returns.
• You must accept delivery, request an RA number, and ship the item back per return instructions. Please refer to the ‘Return Process’ above.
• If you refuse delivery, return shipping costs will be deducted from your refund. A restocking fee (from 0-30%, depending on the product) will also apply.

Chargebacks Policy

• We are committed to resolving any concerns fairly and quickly — please contact us first with any issues.
• Filing a chargeback before contacting us may delay your resolution and reduce your refund eligibility, especially if the return process hasn’t been followed.
• Chargebacks submitted without first attempting to resolve the issue with us may be considered fraudulent or policy-violating by payment providers, which could result in account complications or investigation.
• We keep full documentation of all orders, shipments, and customer communications, and will submit this information in response to any chargeback claim.

Non-Returnable Items

• Some items are marked as final sale and are not eligible for return. Please check the product page for specific return eligibility.