Refund policy

Policy Overview

At MoveFreeMobi, we want you to feel confident when shopping with us. We understand that purchasing mobility equipment is an important decision, and we’re committed to making the returns and exchanges process as straightforward and fair as possible.

If your order isn’t the right fit or arrives with an issue, our support team will work with you to find the best solution. Please review the policy below before requesting a return or exchange.

Return & Exchange Eligibility

Items may be returned or exchanged if they:

  • Are requested within 30 days of the delivery date.
  • Are in new, unused condition.
  • Are returned in their original packaging.
  • Include all original accessories, manuals, and components.

Products that have been used, assembled, modified, damaged after delivery, or returned without their original packaging or accessories may not qualify for a refund or exchange.

Return Window

Return and exchange requests must be submitted within 30 days of delivery.

Once your request is approved, we’ll provide instructions for returning your item. Returns sent without prior authorization may experience delays or be refused.

Return Shipping Responsibility

If you’re returning an item because you’ve changed your mind or ordered the wrong product, you are responsible for the return shipping costs.

For your convenience, MoveFreeMobi can provide a prepaid return shipping label. If used, the cost of the label will be deducted from your refund.

If the return is due to a defective product, shipping damage, or an item we shipped incorrectly, MoveFreeMobi will cover all return shipping costs.

How to Start a Return or Exchange

To begin a return or exchange, please contact our customer support team at returns@movefreemobi.com.

Please include:

  • Your order number
  • The reason for your return or exchange
  • Photos of the item if it is damaged, defective, or incorrect

Once your request is reviewed, we’ll issue a Return Merchandise Authorization (RMA) and provide detailed return instructions. Please do not return any item without receiving return authorization first.

Damaged or Defective Items

If your order arrives damaged or defective, please notify us as soon as possible.

  • Freight (LTL) deliveries: Report damage within 48 hours of delivery.
  • Small parcel deliveries (UPS/FedEx): Report damage within 15 days of delivery.

Providing photographs of the packaging, shipping label, and damaged item will help us resolve your claim quickly. If the issue is confirmed, we’ll arrange a replacement, exchange, or full refund at no additional cost to you.

Cancellations

Orders may be canceled for a full refund at any time before they have shipped.

Once an order has been dispatched, it can no longer be canceled and will instead be handled under our standard return policy.

Refund Processing Time

After your returned item is received and inspected, any approved refund will be processed within 7 business days.

Refunds will be issued to the original payment method and include both the purchase price and the original shipping charges, where applicable. Please note that your financial institution may require additional time to post the refund to your account.

Our Error vs. Customer-Initiated Returns

If the return is the result of our error—including shipping the wrong item, a defective product, or shipping damage—we’ll cover all related shipping costs and provide a full refund or replacement.

For customer-initiated returns, such as ordering the wrong product or changing your mind, the customer is responsible for return shipping costs. No restocking fees are charged.

Exchanges Process

If you’d like to exchange an item, please contact our support team to begin the process.

Eligible items may be exchanged within the 30-day return period. Customers are responsible for both the return shipping cost and the shipping cost for the replacement item unless the exchange is required because of our error or a verified product defect.

Exchange requests are processed after the returned item has been received and inspected.

We’re Here to Help

Our goal is to make every purchase with MoveFreeMobi a positive experience—from ordering through delivery and beyond. If you have any questions before or after your purchase, our customer support team is always happy to assist.

Thank you for choosing MoveFreeMobi. We appreciate your trust and look forward to serving you with dependable products and responsive customer care.