Return & Refund Policy
At Mbxcooter, your mobility, safety, and independence are our top priorities. Every mobility scooter is engineered to the highest standards. However, if your purchase doesn’t perfectly suit your needs, we are here to guide you through our return and exchange process.
Due to the size, weight, and strict quality control standards of heavy-duty mobility equipment, please review our policy carefully before completing your purchase.
1. The 30-Day Return Window & Process You have 30 days from the date of delivery to request a return. To qualify for a return, the mobility scooter must be in brand-new, resellable condition. This means:
Unused and Unridden: The scooter must not show any signs of use, including but not limited to tire wear, scratches, scuffs, or dirt.
Original Packaging Intact: The unit must be repacked exactly as it arrived, including all original pallets, boxes, protective materials, keys, chargers, and user manuals.
Proof of Purchase: A valid receipt or order number is required.
How to Initiate a Return & Return Addresses: To initiate a return, please contact our support team at us.support@mbxcooter.com to obtain a Return Merchandise Authorization (RMA). Returns sent without prior authorization will be strictly refused at our loading dock. Once approved, you will be instructed to ship the unit to one of our designated US regional inspection centers:
West Coast Returns: 611 Reyes Dr, Walnut, CA 91789 United States
East Coast Returns: 16 Applegate Dr, Unit A Dock#2, Robbinsville Twp, NJ 08691 United States
2. Order Cancellations & Modifications We strive to process and dispatch your mobility scooter as quickly as possible. If you need to make changes, the following terms apply:
Before Shipment: Any cancellation requested before the scooter leaves our facility will incur a 1% administrative processing fee.
In Transit / Package Refusal: Once the scooter is handed over to our freight carriers, we cannot modify the color, model, or intercept the delivery. If you refuse the shipment upon arrival for reasons other than severe transit damage, it will be processed as a standard return. You will be responsible for all round-trip freight charges, plus a 10% restocking fee.
Note: All cancellation requests must be submitted in writing via email.
3. Transit Damage, Defects, or DOA (Dead on Arrival) Please inspect your scooter comprehensively immediately upon delivery.
Report Within 3 Days: If your unit arrives defective, significantly damaged in transit, or if you received the incorrect model, please notify us at us.support@mbxcooter.com within 3 days of delivery.
Required Documentation: Please provide clear photos or videos of the damaged part, the outer box, and the shipping label.
Our Commitment: Our technical team will resolve the issue promptly at no cost to you. We will ship replacement parts, send missing accessories, or arrange a full exchange for manufacturer defects.
4. Standard Returns (Change of Mind) If the scooter is fully functional but you simply changed your mind, you may return it within the 30-day window subject to the following conditions:
Restocking Fee: A 15% restocking fee will be deducted from your refund. This covers the extensive labor required for our technicians to perform a full mechanical inspection and safely repackage the heavy-duty unit.
Freight Costs: You are fully responsible for arranging and covering the cost of return freight. Original shipping fees are non-refundable.
5. Non-Returnable Items For strict safety and quality assurance reasons, we cannot accept returns on:
Any scooter that has been driven outdoors or shows any signs of wear.
Spare batteries and chargers (due to hazardous materials shipping regulations).
Custom-built orders or clearance/sale items.
Accessories that have been unsealed or installed.
6. Refund Processing Once your returned unit arrives at our facility, our technicians will perform a comprehensive inspection.
Timeline: Please allow up to 5 business days post-delivery for the inspection and refund authorization.
Issuance: Approved refunds will be credited back to your original payment method (including third-party financing like Affirm, Klarna, or Afterpay).
Note: If a promotional discount code was applied to your original order, the discounted amount will be factored into the final refund. Depending on your financial institution, it may take an additional 2-5 business days for the funds to reflect in your account.
Still have questions? We are here to help!
📩 Email: us.support@mbxcooter.com
📞 Phone: +1 833 866 4299
🏢 Business Address: 624 HAMBLEDON AVE, CITY OF INDUSTRY, CA 91744 United States (Owned and operated by Ecomobi Global Inc.)
🌐 Website: www.mbxcooter.com