Returns/Exchanges

Returns
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You’ll also need the receipt or proof of purchase. See manufacturer specific policies below.

To start a return, you can contact us at info@healthiermobility.com.

If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Unless otherwise stated, return shipping is the responsibility of you (the buyer) and there may be a restocking fee. See manufacturer specific policies below.

You can always contact us for any return question at info@healthiermobility.com.

Damages and issues
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery.  If your item(s) do arrived damaged, please send photos to returns@healthiermobility.com and we will process an insurance claim on your behalf.

Exceptions / non-returnable items
Certain types of items cannot be returned such as special orders or personalized items. Please get in touch if you have questions or concerns about your specific item. We do not accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Cancellations & Refunds
All orders cancelled after 48 hours are subject to a $20 administration fee, whether or not your order has shipped.  If you order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original payment method that you use when placing your order.

 

Manufacturer Return Policies

EWheels

Products must be returned in the original packaging. Disposing of or allowing the shipping company to take the original packaging forfeits the right to return. Photos of the condition of the product must be provided before a Return Authorization (RA) will be issued. To initiate a return, email info@healthiermobility.com referencing the original purchase order number and request a return. Return fees will be provided and must be approved and condition photos must be provided before an RA will be issued. Return fees must be approved and an RA must be issued within the 15-day return policy. Once an RA has been issued, the product must be returned to an EWheels facility within 30 days to remain eligible for return. All returns are subject to a 20% restocking fee plus actual shipping cost to return. Original invoice shipping costs are non-refundable for returned products. Any components or parts that are not returned with the product will be deducted from the credit memo. 

Merits

Return authorization must be obtained in advance from Healthier Mobility. No return of any kind will be accepted after fourteen (14) calendar days from the invoice date and shipped back within 30 days shipped freight prepaid. Goods accepted for credit upon return will be subject to a 15% handling/restocking charge and all transportation charges must be prepaid. For orders
being returned for exchange in color, size, etc. the restocking fee will be reduced to 10%. Custom-made goods are not subject to return under any circumstances. In no case are goods to be returned without first obtaining an R.M.A number (Returned Merchandise Authorization). Return authorization number must be marked on the outside of the box and ship back to a designated Karman facility. All freight charges including the 1st way from the original warehouse to the customer will not be credited or refunded.

Damage Freight Claims:
Examine and test all shipments upon delivery. No product with damage/defect will be accepted back after 5 days of receipt.

Visible damage and/or carton shortage must be noted on the carrier’s delivery receipt and/or packing list.

Shoprider

Return must be requested within 30 days of receiving order. The product must be in original box (or like packaging) and in BRAND NEW CONDITION.
The customer must accept responsibility of all return freight costs.
Returned items are subject to a 20% restocking fee. Using the original packaging will and help avoid return shipping damages. The customer is liable for any additional damages exceeding the 20% restocking fee. Credit applied upon full inspection once received at Shoprider’s facility. Unit must be ready for pick up or shipped back within 15 days of the Return Authorization or the approval will be
voided.

Karman Healthcare

Return authorization must be obtained in advance from Healthier Mobility. No return of any kind will be accepted after fourteen (14) calendar days from the invoice date and shipped back within 30 days shipped freight prepaid. Goods accepted for credit upon return will be subject to a 15% handling/restocking charge and all transportation charges must be paid by the customer. Fees for original shipping that Healthier Mobility covered during the initial order will also be deducted from the return, separate from the restocking fee.

For orders being returned for exchange in color, size, etc. the restocking fee will be reduced to 10%. Custom-made goods are not subject to return under any circumstances. In no case are goods to be returned without first obtaining an RMA number (Returned Merchandise Authorization). Return authorization number must be marked on the outside of the box and ship back to a Karman facility. All freight charges including the 1st way from the warehouse to the customers will
not be credited or refunded.

Damage Freight Claims:
Examine and test all shipments upon delivery. No product with damage/defect will be accepted back after 5

 

Enhance Mobility

You have 7 business days from the date product was received to request a Return Manufacturer’s Authorization Number (RMA #). We charge a 20% restocking fee for all returned items. Scooters are returnable. Accessories or add-ons are non-returnable.

Returned products must be in new, unused condition in original packaging. Custom orders and accessories including batteries are non-refundable. We will not accept returned items without a RMA #. Credit will be issued upon inspection of the returned product(s).

In-Step Mobility (U-Step Walker)

You have 30 business days from the date product was received to request a Return Manufacturer’s Authorization Number (RMA #). We charge up to a $50 restocking fee for all returned items. Returned products must be in new, unused condition in original packaging. We will not accept returned items without a RMA #. Credit will be issued upon inspection of the returned product(s).

Journey Health & Lifestyle / UPWalker

UPWalker

30-Day Satisfaction Guarantee
Return authorization must be received from us within 30 days of receipt of the product. Should the customer choose to return the product under the 30-day Satisfaction Guarantee, the customer pays return shipping costs and the return may be subject to a $65 restocking charge. The unit must be returned in the original box provided, in “like new” condition and not damaged in any way.

Returns
Customers may return their product and accessories within the 30-day satisfaction guarantee period. The cost of shipping the returned product will be the responsibility of the customer and the return may be subject to a $65 restocking charge. The unit must be returned in the original box provided, in “like new” condition and not damaged in any way. Returned products must be in original “like new” condition and not damaged in any way. Net refunds will be provided following receipt and inspection of the returned product by the manufacturer.

Refund Policy
Once your return is received, it will be processed within 10 business days. We will not be responsible for loss or damage of return shipments. A credit for the refund will be issued to your original method of payment within 7 business days of completion of return processing.

Note: If we receive your item back in our warehouse and it does not meet our return policy terms, then we may not issue you a refund or send you a replacement.

Journey Zoomer/Zinger

If your purchase from us arrived damaged in transit or in a defective state, please call us right away. We will arrange for the item to be repaired or replaced promptly. If you need to return the item, and it's within 30 days of receipt, please call us and we'll help arrange it provided the following:

  • Your return falls within the 30-day deadline for returns.
  • The item you purchased is still in the “like new” condition in which it was delivered.
  • You are returning the item in the original carton in which it was delivered to you, with the original foam inserts (and, when applicable, hazmat papers and decals attached).
  • For non-damaged or non-defective products, you are responsible for return shipping costs and a 25% restocking fee
  • You have called or will call within 30 days of delivery of your purchase to request a Return Merchandise Authorization (RMA) number, which is required to accompany all returns. Returned items not accompanied by an RMA number may be found unacceptable for processing and refund.
  • Items claimed as defective or damaged that are found to be in full working order may only be exchanged for like product, but they may not be returned for original nor store credit.

Vive Health

30-Day Satisfaction Guarantee
We fully stand behind our products! If for any reason at all, you wish to return your Vive Health product, you can do so for FREE within 30-days of receipt. No questions asked. We will provide you a pre-paid return label and there is no restocking fee.

ComfyGO

  • We accept returns up to thirty (30) days after delivery if the item is unused and in its original condition. We will refund the total order amount minus the the credit card transaction fee for your order and a $50 restocking fees for the return.
  • If your order arrives damaged, please email us as soon as possible with your order number and a photo of the item’s condition. We will review and resolve these issues on a case-by-case basis and try our best to work towards a satisfactory resolution.
  • Damaged items must be marked “DAMAGED” on the bill of lading for truck shipments or the courier manifest for small packages. Within seven (7) days of the original receipt, the customer will inspect damaged items and have an RMA issued to report the damage. ComfyGO INC shall notify the shipper to arrange an inspection and pickup of the shipping damage, process a replacement order billed to your account, and issue a credit based on the findings of the courier.  Credit cannot be issued for shipping damage if ComfyGO, INC is notified to issue an RMA after seven (7) days of original receipt.
  • Original packaging must be included (manufacturer’s box, Styrofoam, plastic bags, packing material, etc.)  The original, undamaged UPC barcode must also be included.   Do not cut out the UPC or the Seal until you have examined and tested the product to your satisfaction. Removal of the UPC or the Seal voids any possible return regardless of RMA or credit request status.
  • The return must be complete and include all accessories (transformers, antennas, remote controls, batteries, software disks, power cable, etc.) and manufacturer documentation (manuals, warranty cards, registration information, etc.)
  • If your returned product does not match all applicable criteria listed in this policy, it will be rejected by our Return Warehouse and returned to you at your expense. Consequently, your RMA will be nullified, and any credit request will be denied, replacement orders will not be made, and you will be charged for all shipping costs. By requesting an RMA and shipping a return in violation of this policy, you hereby agree to accept our product shipped back to you and pay all shipping costs to and from our Return Warehouse. Our arrangements with our suppliers and manufacturers do not permit any exceptions.
  • Used items are not eligible for return and are covered under their respective warranties.
  • For items under warranty, ComfyGO, INC. reserves the right to send a free replacement part.  A complete serial number or order number is required for certification.
  • Unused items in marketable condition and returned due to a ComfyGO, INC. error must be shipped within seven (7) days and include an RMA.
  • All new products are backed by a limited warranty. Warranty details may vary for each product; please refer to the Specs & Warranty tab on the product page for specific information. The limited warranty does not cover labor or device failure due to misuse or negligence by the owner, and excludes non-durable components such as rubber materials, accessories, wheels, brakes, and plastic parts that undergo normal wear and require periodic replacement. To make a warranty claim, proof of purchase and the product's serial number are required.
  • Neither Healthier Mobility nor ComfyGO, INC. are not responsible for any damage or loss of packages due to a returned item. ComfyGO, INC. shall review and inspect all returned items within three (3) business days of receipt. Notice shall be provided to customers for items not deemed covered under warranty. Customers shall be required to authorize the return within fourteen (14) days of notice, or the item shall be discarded.