Returns
Mobility Store Direct is dedicated to providing excellent customer service and giving our customers confidence in their online purchases. Our return policy applies only to unused items and is separate from warranty claims. For warranty information, please navigate to our warranty page.
Not all orders are available for return once they have shipped. We order our products directly from the manufacturer. Therefore, if the manufacturer will not permit us to return a product, we cannot offer you a return. This often varies on a case-by-case basis; please reach out to us if you would like specific information on your brand and/or product.
If An Item is Eligible for Return:
For up to 30 days after the order ships, we accept returns for refund, including sales tax. Only unused items are eligible for return. Once an item has been used, this item is no longer returnable unless there is a warranty claim. Clearance Sale items marked as Closeout, Clearance, Demo, Used, or Prototype items are sold as is and are not eligible for returns under any circumstances.
Orders outside of the 30-day window from the order's shipping date are no longer eligible for return or refund.
Return shipping costs are the responsibility of the customer. There may also be a restocking fee (up to 25%), which is at the manufacturer's discretion, and will be the responsibility of the customer as well.
If an item is returned without prior authorization, it will be rejected and shipped back to the customer at the customer's expense. If the item cannot be returned to the customer for any reason, we will hold the item for 3 business days free of charge before charging storage fees to the customer's account ($10 per day for parcels, $100 per day for pallets/crates). If a product cannot be returned to the customer within 30-days, the item will be considered abandoned customer merchandise and will be relinquished.
Please contact us for any questions regarding returns at help@mobilitystoredirect.com.
Exceptions / Non-Returnable Items:
Unfortunately, we cannot accept returns on sale items or gift cards.
Cancellations
Cancellations (Before an Order Ships):
Cancel your order any time before it ships completely free of charge (exceptions apply such as built-to-order items and financed orders, see below). If you need to cancel an order, please contact us as soon as possible at help@mobilitystoredirect.com so we can refund you in full before your order leaves the warehouse.
Cancellations of Built-to-Order Products:
Built-to-order products cannot be canceled or refunded as these products are put into production specifically for your order. Your manufacturer's warranty will guarantee you a fully functional and operational product.
All sales are final for built-to-order products.
Refunds
Standard Orders (Non-Financed):
Refunds will be processed on a case-by-case basis, and are entirely dependent on the manufacturer's refund policy. Mobility Store Direct orders items directly from manufacturers, and adheres to their policies first and foremost.
Refunds must be requested within 30 days of the order's shipment. Outside of the 30-day window, orders are not eligible for a refund.
The product must be in its original packaging or repackaged satisfactorily after receiving approval from the item's Manufacturer.
The product must be unused and without modification from its original form.
To meet the criteria for a refund, a receipt, purchase order, or other proof of purchase (Online Order Number) is required from the customer.
We will notify you once the item's Manufacturer has received and inspected your return, and will let you know whether or not your refund request was approved. If you are approved, your original payment method will be automatically refunded within 14 business days. Please keep in mind that it may take some time for your bank or credit card company to process and post your refund.
If it has been more than 15 business days since we approved your return, please contact us at help@mobilitystoredirect.com.
Financed Orders (Buy Now, Pay Later):
Order cancellations and refunds must be requested in writing via electronic mail to help@mobilitystoredirect.com, or by phone at (800) 914-9183 at least 24 business hours before the order is communicated to ship and before the order is "funded" by the finance company.
Once a financed order is shipped, it is considered fully funded and your order is considered final. Returns will no longer be accepted once a financed order ships. Before financing, we urge you to consult with a representative of your financier or a representative of Mobility Store Direct to determine if this is the right payment option for you.
If all of the above requirements are met and a financed order has not yet shipped, Mobility Store Direct will require a receipt, purchase order, or proof of purchase (Online Order Number) in order to initiate a refund.
Exchanges
Exchanges will be evaluated on a case-by-case basis, and will need to be approved by both Mobility Store Direct and the item's Manufacturer. Please contact us at help@mobilitystoredirect.com to initiate an exchange.
An exchange will not be approved by Mobility Store Direct unless it meets the same requirements as a return for both financed and non-financed orders.
The exchange must be requested within 30 days of the order's shipping date. Orders are no longer eligible for exchange outside of the 30 day window.
The product must be in its original packaging, or repackaged satisfactorily after receiving approval from the item's Manufacturer.
The product must be unused and without modification from its original form.
Finally, the Customer must provide a receipt, purchase order, or other proof of purchase such as an Online Order Number.
If an exchange is approved, the Customer will be responsible for both the return shipping cost and the shipping cost of the new item. The Customer will need to purchase the new item separately, and we recommend that this is done promptly in order to ensure the new item is delivered as quickly as possible. When the initial item is received by the addressee and it's condition is determined to be satisfactory by the manufacturer, you will be refunded for your first order by Mobility Store Direct. Please note that you may have two charges on your account until the first order's items have been received, inspected, and a refund has been issued.
Lost or Damaged Items
In the unlikely event that a shipment arrives damaged, it is the customer's responsibility to document any damage on the Delivery Receipt and refuse the shipment by noting it on the handheld device provided by the driver.
We urge you to please inspect the items upon delivery before signing the delivery receipt.
If you receive a damaged item and want to initiate a return, do not sign the delivery receipt -- make a note on the delivery receipt that the item was damaged.
The customer will be responsible for filing a freight claim with the carrier, and Mobility Store Direct will advocate on your behalf and assist in resolving the situation with the carrier. If an item is determined to be damaged in transit, a new item will be shipped to you free of charge.
Please notify us as soon as possible if you believe your order is lost in transit. If your order has been misplaced, we will work with the carrier to locate it. Mobility Store Direct will take up to two weeks after we notify the carrier of the problem to locate your order. If, after confirming with the carrier that your order is indeed lost and all other options have been exhausted, Mobility Store Direct will ship an additional item to you at no extra cost.
Warranty
MobilityStoreDirect.com sells all products with a manufacturer warranty unless otherwise specified. Please see our warranty page for more information on specific manufacturer warranties. The warranty for a specific product may also be found on the product's web page. Mobility Store Direct offers no warranty in place of the manufacturer warranty.
BOGO Promotions
In the event of a BOGO promotion, both items must be returned for a full refund. If only one item is returned, you'll receive a replacement or store credit for its individual value. Customers are responsible for actual return shipping charges and potential restocking fees, with refunds issued to the original credit card used for the purchase.
All customers agree to the terms and conditions outlined above. Individual items may have varying refund and return policies based on the manufacturer; please see individual product pages or contact help@mobilitystoredirect.com for further details.
Chargebacks
Our team is dedicated to resolving any issues you may encounter, and we believe our policies are fair and industry-leading. Should you have any concerns or encounter any problems with your order, please reach out to us for assistance rather than filing a chargeback. Customers who file fraudulent chargebacks will be held criminally liable for theft. We're here to help resolve any issues promptly and amicably. Thank you for choosing to shop with us!
For any inquiries, please contact help@mobilitystoredirect.com.
By using the site, you agree to these terms of use; if you do not agree, do not use the site.