Shipping & Exchanges · Live Fit first
Shipping & ExchangesLive Fit Guarantee
Book a Free Live Fit Session. Buy after your demo and get a 30-day free exchange into another Scooter Pros model. No restocking fee. We cover the freight on eligible exchanges.
Questions about an order or exchange? Call us. We will tell you straight.
30-day free exchange after your Live Fit demo. No restocking fee. This is an exchange, not a refund. It applies only after a completed Free Live Fit Session.
What you get with Live Fit
Clear promises. The exchange applies only after a completed one-on-one demo.
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Live Fit demo
One-on-one with a Scooter Pro, video or at our Englewood studio. Sit on the real scooter before you buy.
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30-day exchange
From the day it is delivered. Exchange into another Scooter Pros model if the fit still is not right.
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No restocking fee
On an eligible Live Fit exchange. We do not charge a restocking fee on this path.
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We cover freight
On eligible Live Fit exchanges, Scooter Pros covers the freight. You call us, and we arrange the swap.
How the Live Fit exchange works
Book a demo. Buy when it is right. Exchange within 30 days if you still need a different model.
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Book
Schedule a Free Live Fit Session, video call or in person at our Englewood studio.
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Demo
A Scooter Pro puts the real scooter in front of you, checks the fit, and tells you if it is wrong.
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Buy
Purchase after your demo. Your order is tied to that Live Fit session. That unlocks the exchange.
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Exchange if needed
Within 30 days of delivery, call us. We authorize the exchange, cover the freight, and swap the model.
Who qualifies for the Live Fit exchange
Live Fit purchases only. All of the following must be true:
- You completed a one-on-one Live Fit demo with Scooter Pros (video or at 14 Inverness East, Building G, Suite 100, Englewood, CO 80112).
- You purchased the scooter after that demo (order tied to your session).
- You start the exchange within 30 days of delivery.
- You exchange into another Scooter Pros model.
This is an exchange, not a refund. Plain Add-to-Cart orders without a completed Live Fit demo do not get this 30-day free exchange. Those orders use the standard return path below.
Second path
Orders without a Live Fit demo
A standard return path for purchases made without a completed Live Fit demo (for example, a plain Add-to-Cart order).
Live Fit vs. standard return
Live Fit buyers: use the 30-day free exchange in the section above. That path has no restocking fee, and Scooter Pros covers the freight on eligible exchanges.
This section is only for purchases made without a completed Live Fit demo. It is a standard return path. It is not the Live Fit exchange.
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30-day return window
Most returnable items may be returned for a refund within 30 days of the day you received them.
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You pay return freight
After you accept the order, you pay return shipping. Scooter Pros does not cover return freight on this path.
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20% to 25% restocking
Applies to returned mobility scooters, power wheelchairs / power chairs, and parts. We tell you the exact percentage when you request your RA.
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Free outbound shipping
Free shipping on scooters when we send the order. Optional inside delivery or setup fees you chose are still paid and are not refunded.
At delivery
Please inspect the box and the product when it arrives.
- If it is damaged, or it is not what you ordered, refuse the delivery and call us at 1-800-520-4558.
- If it was left without a signature and you find damage after the carrier has gone, call us right away at 1-800-520-4558. We will help with repair or replacement when the product was damaged in shipping or arrived defective.
Once you accept the delivery, a return (if allowed) follows the rules below. Return shipping is then your responsibility.
Condition we need back
Returns must be new and unused, in the original packaging, with all included accessories and chargers.
Signs of use that can make an item non-refundable include (examples): cracks, scratches, dirty tires, pet hair, wear to seats or armrests, charging-port damage, and frame scratches.
If we inspect the item and find it was used, we cannot issue a refund. You would then pay the cost to have the item returned to you.
How to return (no Live Fit)
Call for an RA first. Do not ship without one. No RA = no credit.
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Call for an RA
Call 1-800-520-4558 within 30 days of receipt and ask for a Return Authorization (RA) number.
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Pack it right
Pack in the original packaging with all accessories and chargers. Write the RA number on the outside of the box as we instruct.
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Ship within 14 days
Ship back within 14 days of the RA date. You arrange and pay return shipping unless we tell you otherwise in writing for a damage or defect case.
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We inspect
If it meets the condition rules, we refund your original payment method, minus the restocking fee and any non-refundable delivery extras.
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Credits take time
Credits can take up to 4 weeks after we receive and approve the return.
No RA = no credit. Items sent back without an RA may be refused or returned to you at your expense.
Delivery, non-returnables, and fees
Plain rules for the standard return path. Call if you are unsure before you ship anything.
Items we generally cannot accept for return
These categories match what Scooter Pros sells. They are typically not returnable once opened or used, except when the product arrived damaged or defective (call us):
- Hygienic seating items we sell (for example cushions and seating products that contact the body)
- Custom-built or made-to-order options built for your order
- Open-box or demo units sold as such
- Items returned without a valid RA, outside the 30-day window, or not in original packaging with all accessories
If you are unsure whether your item can be returned, call 1-800-520-4558 before you ship anything.
Cancelled after ship, refused delivery, and missed pickup
- Cancelled after the order has shipped is handled the same as a return (restocking and return shipping rules apply).
- Refused delivery: return shipping is deducted, plus a 25% restocking fee (minimum $25). Expedited shipping charges are not credited on a refusal.
- Missed pickup: if you schedule a carrier pickup for a return and miss it, a $10 missed-pickup fee may apply.
Damaged, wrong, or defective on arrival
This is separate from a change-of-mind return. Look the shipment over at delivery. If the box or product is damaged, or it is not what you ordered, refuse the delivery or call 1-800-520-4558 right away. For damage in shipping or a defective unit, we will arrange repair or replacement. Do not use the product and then try to return it as unused.
Shipping (to your door)
Free shipping on scooters to addresses we serve. Optional inside delivery or setup, when offered on the product page, is an added fee you pay if you choose it. Those optional fees are not refunded if you later return the scooter under this section.
Your scooter is delivered by parcel or freight carrier, depending on the model. When a delivery appointment is needed, the carrier will call you.
FAQ
Straight answers. If yours is not here, call us.
Is the Live Fit path a free return or money-back guarantee?
No. After a completed Live Fit demo, eligible purchases get a 30-day free exchange into another Scooter Pros model. No restocking fee, and we cover the freight. It is an exchange, not a refund.
I bought without a Live Fit demo. What are my options?
Use the standard return path above. Most returnable items: 30 days from receipt, you pay return shipping, and a 20% to 25% restocking fee applies to scooters, power chairs, and parts. You must get an RA by calling 1-800-520-4558 before you ship.
Who gets the 30-day free exchange?
Customers who finish a one-on-one Live Fit Session (video or at our Englewood studio) and then buy after that demo. Plain Add-to-Cart orders without a Live Fit demo do not get this exchange.
How do I start a Live Fit exchange?
Call 1-800-520-4558 within 30 days of delivery. Ask for an Exchange Authorization (or RA for exchange). Do not ship anything back without that number. We arrange the pickup on eligible Live Fit exchanges.
Why is there a restocking fee on standard returns?
On orders without a Live Fit demo, returned scooters, power chairs, and parts carry a 20% to 25% restocking fee. We tell you the exact percentage when you request your RA. Live Fit exchanges do not have a restocking fee.
What if I ship a return without an RA?
No RA = no credit. Items sent back without a valid Return Authorization may be refused or returned to you at your expense. Always call 1-800-520-4558 first.
What if it arrives damaged or wrong?
Call us right away at 1-800-520-4558. If the product was damaged in shipping or arrived defective, we arrange repair or replacement. That path is separate from a change-of-mind return or the Live Fit exchange.
What is the best next step if I am not sure which scooter fits?
Book a Free Live Fit Session. We will put the real scooter in front of you, check the fit, and tell you no if it is wrong. Buy after your demo and you get the 30-day free exchange (no restocking fee; we cover freight on eligible exchanges).
Still have a question? Call 1-800-520-4558 or Book a Free Live Fit Session.
Ready to find the right fit?
Book a Free Live Fit Session. Buy after your demo and get a 30-day free exchange. No restocking fee. We cover the freight.
Or call 1-800-520-4558
Studio: 14 Inverness East, Building G, Suite 100, Englewood, CO 80112