Return & Refund Policy

Return & Refund Policy

Last Updated Date: April 22, 2025

At Direct Mobility USA, we are committed to delivering high-quality mobility products and providing a transparent shopping experience. Please read our return and refund policy carefully to understand your rights and obligations.

Order Processing & Shipping Confirmation

Once stock is confirmed, we will process your payment within 7 days of your order date. Tracking details will be emailed to you as soon as the order ships. If you do not receive tracking information within 5 business days, please contact us at Contact@DirectMobilityUSA.com.

Damaged or Defective Items

Please inspect your order upon delivery, as quick reporting is essential.

• Visible Damage: If your item arrives with clear shipping damage, please note it when signing or refuse the delivery so it can be returned to the supplier.
• Concealed Damage: If damage is discovered after opening, contact us within 48 hours at Contact@DirectMobilityUSA.com with photos. We will work with the manufacturer to resolve the issue.

If your item arrives damaged or defective, we will cover return shipping costs or offer a free replacement.

Return Eligibility

You may return most new, unused items within 30 days of the purchase date. To qualify for a return:

• Items must be unused, in original condition, and in the original packaging.
• You must contact us to obtain return authorization and instructions at Contact@DirectMobilityUSA.com.
• A receipt or proof of purchase is required.
• All returns must be postmarked within 30 days of the purchase date to be eligible for a refund.

Items marked “Clearance” or “Final Sale” on the product page are not eligible for returns. This information is also noted on the product pages to ensure customer awareness.

Return Shipping & Restocking Fees

• Customers are responsible for return shipping costs unless the return is due to our error (e.g., defective or incorrect item), in which case we will refund the original shipping costs.
• All returned items are subject to a restocking fee of up to 20% of the original purchase price. This fee is applicable under the following conditions:
• Restocking fees will apply if the item is returned and does not meet the return criteria outlined in this policy.
• The specific percentage of the restocking fee will be determined based on the condition of the item upon inspection.
• We aim to keep this fee fair and transparent and encourage you to ensure that all items are in new, unused condition to avoid this charge.
• Return addresses may vary by product and brand; once your return is approved, we will send you detailed instructions with the correct return location.

Refunds

Once your return is received and inspected, we will notify you by email regarding the approval status.

• If approved, your refund will be processed back to your original payment method within 2–5 business days.
• Your refund will include the purchase price minus any applicable shipping fees and restocking fees. If a return is due to our error, we will refund the original shipping costs as well.

If you have not received your refund after 5 business days, please:

1. Check your bank account again.
2. Contact your credit card provider.
3. Contact us at Contact@DirectMobilityUSA.com.

Exchanges

• You may cancel your order within 24 hours at no charge.
• After 24 hours, canceled orders may incur a 10% administrative fee.
• If your order has already shipped, you will also be responsible for return shipping costs.

Consumer Rights

Need Help?

• Email: Contact@DirectMobilityUSA.com
• Phone Number: 833-565-2669
• Address: 11719 Stoney Peak Drive Apt. 32 San Diego, CA 92128

Business Hours:

Mon – Fri: 9:00 AM to 6:00 PM