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

Canceling an order

  • Before your order ships: Cancel for any reason and receive a full refund — no fees.
  • After your order ships: Cancellations are processed as standard returns under the policy below.

Return eligibility

  • Request a Return Authorization (RA) within 30 days of delivery by calling (704) 879-5189 or emailing info@charlottemobility.com.
  • Ship the product back within 15 days of receiving your RA.
  • The product must be new and unused, in its original packaging, with all accessories, manuals, chargers, and included items. Incomplete returns may be declined or receive a partial refund.
  • Threw the box away? Call us — replacement packaging is available for purchase for most scooters and lift chairs.

Fees & shipping

  • All returns are subject to a 25% restocking fee, based on the unit's full retail price (not the discounted price paid). Ride & Decide™ credits are forfeited when a purchase is returned.
  • Exchanging instead of returning? The restocking fee is waived on exchanges of equal or greater value.
  • Return shipping costs are the customer's responsibility.
  • Original delivery and service fees are non-refundable.
  • If you refuse a delivery (other than for damage — see below), return shipping costs will be deducted from your refund and the restocking fee will apply.

Damaged, defective, or incorrect items — no fees, ever

Inspect your product upon delivery. If your item arrives damaged, defective, or isn't what you ordered:

  • For shipped orders, you may refuse the delivery — just note the damage with the carrier and call us.
  • If you discover the issue after delivery, contact us within 48 hours.
  • We will repair, replace, or accept the return at no cost to you — no restocking fee, no return shipping charges.

This policy covers our mistakes. It is separate from your manufacturer's warranty, which covers defects that appear later (see below).

Non-returnable items

  • Custom-made products, or products built or configured to meet specific user requirements.
  • Hygienic and personal-use items (such as seat cushions, bath safety products, and similar items), even if unopened, per health and safety regulations.
  • Open-box and used equipment, which is sold as-is and covered by its stated warranty.
  • White-Glove Delivery purchases. Items delivered, set up, and installed by our technician with a signed delivery slip are final sale.

A note on White-Glove Delivery — and how to buy with zero risk

Our free White-Glove Delivery means your scooter arrives assembled, charged, tested with you present, and we haul away the box. Because the equipment has been set up and used, and the original packaging is gone, these purchases can't be restocked as new — which is why they're final sale.

Not 100% sure which model is right? Use our Ride & Decide™ Program: rent any model in our fleet for 7 days for $250 and live with it before you commit. You'll also receive a $250 credit toward the purchase of your new model. It's the best return policy in the business — you find out the scooter is perfect before you buy it.

Returns void the Ride & Decide™ credit.

Refund timing

Once your return arrives and passes inspection, we issue your refund (minus applicable fees) to your original payment method within 5–7 business days. Your bank or card issuer may take additional time to post the credit.

Returns vs. warranty — know the difference

Returns cover "this isn't the right product for me." Warranties cover "the product stopped working." Every scooter we sell is covered by 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 (subject to availability). See our Service Policy for details.

To start a return, exchange, or cancellation, contact a Charlotte Mobility Expert at (704) 879-5189 or info@charlottemobility.com.