Returns & Refund Policy

Effective Date: June 5, 2026

At Zeem Mobility, our goal is to ensure you or your loved one finds the perfect mobility solution. We understand that choosing the right equipment is an important decision. If your purchase does not meet your expectations, we are here to help guide you through our return and refund process.

Please review our policy details below before initiating a return.

1. 30-Day Return Window

We offer a 30-day return period from the date your device is delivered to your address. To be eligible for a return, the item must be in new, pristine, and resaleable condition, showing no signs of wear, scratches, or outdoor use.

2. Return Eligibility Requirements

Because mobility devices are precision-engineered equipment, we must enforce strict guidelines to accept a return:

Original Packaging: The item must be returned in its original box with all original protective structural packaging, foam, and pallets (if applicable).
Completeness: All manuals, chargers, keys, accessories, and promotional items included in the original shipment must be returned with the device.
Hygiene & Safety: For health and safety reasons, products showing signs of heavy personal use, stains, odors, or outdoor dirt cannot be accepted for a return.

3. Restocking Fees & Shipping Costs

Return Shipping: Unless the item arrived damaged or defective due to a manufacturing error, the customer is responsible for the cost of return shipping. Because mobility equipment is heavy and requires specialized freight handling, we recommend contacting our support team to help arrange an insured freight pickup at a competitive rate.
Restocking Fee: All eligible returns are subject to a 15% restocking fee. This fee covers the cost of rigorous safety inspections, sanitization, and repackaging required to certify the device for future use.

4. Damaged or Defective Items

If your device arrives damaged during transit or exhibits a manufacturing defect upon unboxing, please notify us within 48 hours of delivery.

Take clear photos/videos of the damage and the packaging.
Contact us immediately at the details below.
We will arrange a replacement or parts swap at absolutely zero cost to you.

5. How to Initiate a Return

Do not ship your device back to the manufacturer or our fulfillment centers without prior authorization. Unauthorised returns cannot be processed.

Request an RMA: Contact our mobility specialist team at chatcenter247@gmail.com or call 05593671276 to request a Return Merchandise Authorization (RMA) number.
Pack Securely: Securely pack the device back into its original box, ensuring all components are safely padded to prevent shipping damage. Write your RMA number clearly on the outside of the box.
Ship: Hand the package over to the authorized freight carrier. We highly recommend purchasing shipping insurance, as Zeem Mobility is not responsible for items lost or damaged during return transit.

6. Refunds Processing

Once your return is received at our facility, our technicians will inspect the device within 5–7 business days to verify its condition.

Once approved, your refund (minus the 15% restocking fee and any applicable return shipping costs) will be issued back to your original method of payment. Please note that banking institutions can take an additional 3–5 business days to post the credit to your account.

7. Contact Our Support Team

We want this process to be as smooth as possible. If you have questions about packaging your device, arranging freight, or troubleshooting a feature before deciding to return, please reach out to us:

📞 Phone: 05593671276
✉️ Email: support@mobilitywheels.shop
⏰ Hours: Monday – Friday: 9:00 AM – 6:00 PM (EST)

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Overview

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

Gift cards
Downloadable software products
Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

Book with obvious signs of use
CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.