Return and Refund Policy

Welcome to Mobility Ready, where your satisfaction is our top priority.

We understand that occasionally a product may not meet your expectations or requirements. To ensure a seamless shopping experience, we've created a comprehensive return policy that prioritizes your convenience while upholding fair guidelines. Please take a moment to familiarize yourself with our return process outlined below:

General Rules:

1. Reporting Returns: Return requests must be reported within 14 days of the delivery date. We cannot accept any return requests after this period.
2. Restocking Fee: A minimum of 30% restocking fee will be applied to any returns. This fee applies to orders cancelled or refused after shipment, as well as instances where incorrect shipment information leads to return to warehouse.
3. Eligibility Criteria: Only uninstalled, unused products in their original packaging, including the box and any pallet, are subject to this return policy. If the original packaging, including the box, is unavailable, the return will not be eligible.
4. Non-Eligible Products: Certain products are not eligible for returns or exchanges, including modified items, those not in resalable condition, and products not accompanied by an Order Number or original packaging materials. Accessories are also non-returnable.
5. Damaged Products: In the event of receiving a damaged order, clear photos of the damaged box should be taken upon delivery. Damages must be reported within 24 hours of delivery for prompt resolution.

Exchange Policy:

1. Reporting Exchanges: Exchange requests must be reported within 14 days of delivery.
2. Restocking Fee: A minimum of 30% restocking fee applies to exchanges.
3. Eligibility Criteria: Only uninstalled, unused products in original packaging are eligible for exchange.
4. Exchange Process: Exchanges involve the return of the original product, inspection by our warehouse team, refund processing, and the customer processing a new order for the exchange item.

Refund Processing:

Refunds will be issued after the warehouse receives, inspects, and processes your return or exchange. They will be credited to the original payment method and may take up to 72 hours to reflect on your statement.

Starting a Return:

1. Contact Us: If you wish to initiate a return, please reach out to our Customer Experience team promptly. You can contact us via email at support@mobilityready.com or call us at +1 (800) 207-6517 during our business hours (Mon-Fri, 9:00 AM - 6:00 PM EST). Alternatively, you can use our live chat feature on our website during the same hours.

2. Provide Details: When contacting us, please provide your Order Number and details about the item(s) you wish to return. This information helps us locate your order quickly and efficiently process your return request.

3. Reason for Return: Let us know the reason for your return. Whether it's due to product dissatisfaction, damage, or any other issue, sharing the reason helps us understand your needs better and ensures a smoother resolution process.

4. Review Eligibility: Our Customer Experience team will review your request and determine if your return meets our eligibility criteria. This includes factors such as the time since delivery, the condition of the product, and adherence to our return policy guidelines.

5. Receive Return Authorization: If your return request meets our criteria, we'll provide you with a Return Authorization (RA) number. This number is essential for processing your return and ensures that your return is properly tracked within our system.

6. Package the Item: Carefully package the item(s) you wish to return, ensuring that they are securely packed to prevent any damage during transit. Please include all original packaging, accessories, and documentation that came with the product.

7. Label the Package: Clearly label the package with the provided RA number. This helps us identify and process your return efficiently once it reaches our warehouse.

8. Ship the Item: Arrange for the return shipment of the package to the address provided by our Customer Experience team. Depending on the nature of the return, you may be responsible for shipping costs.

9. Tracking and Confirmation: Once the return package is shipped, please provide us with the tracking information. This allows us to monitor the return shipment and ensures that it reaches us safely.

10. Processing the Return: Upon receiving the returned item(s) at our warehouse, our team will inspect the product(s) to verify eligibility and condition. If everything checks out, we'll proceed with processing your refund or exchange according to our return policy guidelines.

We strive to make the return process as hassle-free as possible for our customers. If you have any questions or need assistance at any step of the process, please don't hesitate to reach out to our Customer Experience team. We're here to help!

Changing Shipping Address Instructions:

If a customer needs to change the shipping address for their order, they should follow these steps:

1. Contact Us Immediately: As soon as the need to change the shipping address arises, the customer should reach out to our Customer Experience team promptly. They can contact us via email at support@mobilityready.com, call us at +1 (800) 207-6517 during our business hours (Mon-Fri, 9:00 AM - 6:00 PM EST), or use our live chat feature on our website during the same hours.

2. Provide Order Information: The customer should provide their Order Number and explain the need to change the shipping address. This information helps us locate their order quickly and efficiently.

3. Confirm Availability: Our Customer Experience team will check the status of the order and confirm if it's still possible to change the shipping address. Depending on the order's processing status and carrier arrangements, changes may or may not be feasible.

4. Update Shipping Address: If the order is still eligible for a shipping address change, the customer will need to provide the new shipping address details. This includes the recipient's name, street address, city, state, zip code, and any additional relevant information.

5. Confirmation: Once the new shipping address is provided, our team will update the order with the revised information and confirm the changes with the customer. It's essential for the customer to review the updated details to ensure accuracy.

6. Shipping Address Change Fee: Please note that depending on the order's processing stage and carrier policies, a shipping address change fee may apply. Our Customer Experience team will provide information about any applicable fees during the address change process.

7. Follow-Up: After the shipping address is successfully updated, the customer should keep an eye on their order's tracking information to ensure it reaches the correct destination. If there are any concerns or issues with the updated address, the customer should contact us immediately for further assistance.

We understand that circumstances may arise requiring a change in shipping address, and we're here to assist our customers throughout the process. Our goal is to ensure a smooth and satisfactory shopping experience for every customer.

Frequently Asked Questions (FAQ)

Can I change my address?

If you need to change the shipping address for your order, please contact us within 24 hours of placing your order at support@mobilityready.com.

Can I cancel my order?

If you change your mind before you receive your order, we can accept cancellations at any time before the order has been dispatched. Please refer to our refund policy if an order has already been dispatched.

Do I have to pay for return shipping?

For defective products, we will cover the return shipping cost for you. However, if returning for any other reason, including customer remorse, you need to pay the actual return shipping cost.

How will I receive the return label?

The return label will be emailed to you once your return request is approved. You can then download and print the return label for your convenience.

Late or Missing Refunds:

Recheck your bank account if you haven’t received a refund.

Then contact your credit card company; it may take some time before your refund is officially posted. If you’ve done all of this and still have not received your refund, please use Contact Us at the top of the page and email us. We will reply within 24 hours of hearing from you.

Thank you for reviewing our return policy. If you have any further questions or need assistance, our dedicated customer service team is here to help. Your trust and satisfaction are of utmost importance to us, and we look forward to continuing to serve you with quality products and excellent service.

Happy shopping from all of us at Mobility Ready!