Refund policy

At DIY Mobility Parts, we value your satisfaction and aim to make the return and refund process as straightforward and transparent as possible. Please read the detailed information below to understand our policies and procedures. All returns will be inspected upon receipt.

Returns

We accept returns of new, unused, and undamaged items within 30 days from the date your order is delivered. To qualify for a refund, items must meet the following conditions:

• Items must be in new and unused condition with original packaging and all components included. Opened and unused items are acceptable.
• Returns must be initiated through our Return Authorization Process.
• Items are not listed as non-returnable (see Return Exceptions).

Return Exceptions

The following items are not eligible for return and may not qualify for a refund:

• Items returned in a damaged or used condition (not due to transit damage).
• Items that have been exposed to or carry a smoke or strong odor (including cigarette, vape, or other smoking-related smells).
• Returns not shipped within 14 calendar days of receiving your Return Authorization Number (RAN) or items returned without a RAN.
• Special order items.
• Batteries of any size, capacity, and type.
• All metal ramps. Including folding, solid, and vehicle ramps.

Installed or Used New Parts - We do not accept returns on new items that have been installed or used under any circumstances. Please verify compatibility before installation or operation. Any return showing signs of installation or use will be refused and no refund or credit will be issued. Customers are responsible for return shipping costs for rejected items sent back to them. Approved returns of electrical components, including mobility scooter joystick controllers and control modules, may be tested for proper function prior to issuing a credit.

How to Start a Return

To initiate a return or exchange, please email support@diymobilityparts.com or call us at (800) 978-0349. Have the following information ready:

• Order Number
• List of Products and Quantities
• Condition of the Items (new, opened & unused, used, damaged)
• Reason for the Return (e.g., incorrect size, defective product, or change of mind)

Once we receive your request, we will email a Return Authorization Number (RAN) and detailed return instructions. Returns sent without a valid RAN will not be processed.

Returns and Processing Location

Returns are processed through our fulfillment partner, SKCAC Industries and Employment Services, at their Kent Warehouse:

DIY Mobility Parts
19731 Russell Road
Kent, Washington 98032

Exchanges

We offer free exchanges for defective or incorrect items. Exchanges must be initiated within 30 calendar days of delivery. The replacement item will be shipped within 3 to 5 business days of receiving the returned item.

Qualifying Issues for Exchanges:

• Damaged products: Items damaged in transit must be reported to us within 5 days of delivery.
• Incorrect item sent: If you received the wrong product or size, please report that to us within 10 days of delivery so we can promptly correct the issue.
• Defective products: Items with defects that affect the functionality of the product are eligible for exchange or refund within 30 days of delivery.

Refunds and Fees

Refunds are issued to the original payment method. The processing time for most refunds is 3 to 5 business days. Please note:

• Additional time: Refunds may take an additional 3 to 10 business days to appear in your account, depending on your payment provider.
• Restocking fees: A 15% restocking fee applies to most returns, which will be waived for defective products or errors on our part.
• Non-refundable costs: Shipping fees are non-refundable unless the return is due to a defect or error on our part. If your order qualified for free shipping, the actual shipping cost we incurred will be deducted from your refund. If a shipment is refused or returned by the carrier, it has additional shipping costs on the return trip back to our warehouse. This will be deducted from the refund.
  

How to Return an Item

Once you have a Return Authorization Number (RAN), follow the steps below to ensure a successful and timely return:

• Package the product securely: Reuse the original box and packaging materials if available. Make sure the item is well protected to prevent damage during shipping.
• Include the RAN: Clearly write the RAN on the outside of the box and include it on a slip inside the package.
• Purchase a shipping label: Customers are responsible for return shipping costs unless the product is defective or damaged. In qualifying cases, we will provide a prepaid return label.
• Return Timeframe: Drop off your package with the carrier within 14 calendar days of receiving the RAN.
• Inspection: We will inspect the product within 5 business days of receiving it. If any issues arise that may prevent us from accepting the return, we will contact you by email or phone. Please be sure your contact information is up to date.
• Refunds Processed: Refunds are issued after the inspection is complete and if the product meets our return guidelines.

 

At DIY Mobility Parts we are committed to transparency and customer satisfaction. We want your shopping experience with us to be straightforward. If you have additional questions about shipping, returns, and refunds, we are happy to help. Please contact us at:

• Email: support@diymobilityparts.com
• Phone: (800) 978-0349