Refund policy

Return & Cancellation Policy

We understand that plans change and sometimes a product isn't the right fit. Below is exactly what to expect if you need to cancel, reschedule, exchange, or return — no surprises, no fine-print gotchas.

Questions at any point? Call a Charlotte Mobility Expert at (704) 879-5189 or email info@charlottemobility.com.

Scooter Rentals — Cancellations, Changes & Refunds

Canceling or changing your rental

More than 48 hours before delivery: Cancel for any reason and receive a full refund.
Less than 48 hours before delivery: Choose one of the following:
- Reschedule for free. We'll move your rental to a new date (one free date change per reservation, subject to availability). No fee, no lost money.
- Cancel with a cancellation fee of 50% of the rental fee, per scooter or piece of equipment.
After delivery and acceptance: Rental fees are non-refundable. Equipment returned before the end of the rental period is not refunded or credited for unused days.

Our promises to you

If we fail to deliver your equipment as scheduled, you receive a full refund. Period.
If your equipment has a problem during your rental, call us right away at (704) 879-5189. We will repair or swap the equipment as quickly as possible — same day whenever feasible. If we can't get you working equipment, we'll refund the affected rental days.
Medical emergencies happen. If a documented medical emergency or hospitalization forces you to cancel inside the 48-hour window, contact us — we'll issue a credit toward a future rental instead of charging the cancellation fee.

To cancel or change a rental, contact us as soon as possible at (704) 879-5189 or info@charlottemobility.com.

Mobility Device Sales — Returns & Exchanges

Your return deadline

Bought and picked up in our store: 7 days from the date of purchase.
Bought online and shipped to you: 14 days from the date of delivery.
Delivered and set up by our team: 7 days from the date of delivery. There will be a 25% restocking fee.

Call us before your deadline runs out. We go by the date you contact us, not the date the device gets back to us.

We only take back devices that were never used

To come back, a device has to be exactly the way it left us:

New and unused
Not registered with the manufacturer
With every part and accessory it came with — charger, key(s), manuals, baskets, and any other included items
For orders shipped to you: in the original packaging
No signs of wear of any kind, including any use outdoors

We inspect every returned device before we approve a refund. The assembly, testing, and demonstration our team performs at delivery does not count as use — but any riding or wear after our team leaves does.

If a device has been used, registered, or shows any wear, we cannot take it back. Not as a return, not as an exchange, not for any reason. Once a scooter has been ridden, it is no longer new, and we cannot sell it as new. There is no exception to this, so please be sure before you take the device out.

Not sure yet? Come try it in our showroom, or rent the model first through our Ride & Decide™ Program. That is the right way to find out — before you buy.

Canceling an order

Before your order ships: cancel for any reason, full refund, no fees.
After your order ships: it's handled as a return under the terms above.

Fees and shipping

Approved returns are charged a 25% restocking fee, based on the unit's full retail price — not the discounted price you paid.
Exchanging instead of returning? We waive the restocking fee on exchanges of equal or greater value.
Return shipping is the customer's responsibility. Units we delivered locally may be returned to our store; if you'd like us to arrange pickup instead, contact us — a pickup fee may apply.
Delivery and service fees are not refundable.
Refusing a delivery counts as a return. We deduct the return shipping from your refund and the restocking fee applies.
Ride & Decide™ credits are forfeited when a purchase is returned.

Items we can't take back at all

Any device that's been used, registered, or shows wear.
Custom-made products, or products built or configured for your specific requirements.
Hygienic and personal-use items — seat cushions, bath safety products, and similar — even unopened. Health and safety rules.
Open-box and used equipment, sold as-is and covered by its stated warranty.

How to start a return

Call (704) 879-5189 or email CLTMOBILITY704@gmail.com and ask for a Return Authorization (RA). Do this before your deadline.
We can't accept a return without an RA.
Ship the device back to the address on your RA within 15 days.
We inspect it when it arrives.
If it passes, your refund goes back to your original payment method within 5–7 business days, minus the restocking fee and any shipping. Your bank may take a few more days to post it.

Threw the box away? Call us. We can sell you replacement packaging for most scooters and lift chairs.

Damaged, defective, or the wrong item — no fees, ever

Check your product when it arrives. If it shows up damaged, defective, or isn't what you ordered:

For shipped orders, you can refuse the delivery. Note the damage with the carrier and call us.
If you find the problem after delivery, contact us within 48 hours.
We repair it, replace it, or take it back at no cost to you. No restocking fee, no return shipping charges.

This covers our mistakes. It's separate from your manufacturer's warranty, which covers problems that show up later.

A note on White-Glove Delivery

Free White-Glove Delivery means your scooter arrives assembled, charged, and tested with you there. Delivered purchases follow the same return terms as in-store purchases: 7 days from delivery, and the unit must be unused, unregistered, and free of any wear beyond our own setup and demonstration. There will be a 25% restocking fee on approved returns, and delivery and service fees are not refundable.

Returns vs. warranty

Returns cover "this isn't the right product for me." Warranties cover "the product stopped working." Every scooter we sell carries the manufacturer's warranty, and our local service department handles repairs — with a free loaner scooter for our customers while yours is in the shop, when one is available. See our Service Policy for details.

To start a return, exchange, or cancellation, call a Charlotte Mobility Expert at (704) 879-5189 or email CLTMOBILITY704@gmail.com.