Returns & Refunds
At Helavo Mobility, we are committed to providing high-quality mobility solutions to improve your daily living. If you are not entirely satisfied with your purchase, we are here to assist you. Please review our complete Return & Refund Policy below for detailed guidelines on eligibility, return label requests, and processing.
1. 30-Day Return Window You have 30 calendar days from the date your item was delivered to initiate a return. Requests received after 30 days from the delivery confirmation date will unfortunately not be eligible for a return or refund.
2. Eligibility Requirements To qualify for a return and full refund, your item must meet the following strict conditions:
Unused Condition: The item must be unused, unridden, undamaged, and in the exact same condition in which you received it.
Original Packaging: The product must be returned in its original, undamaged manufacturer box, complete with all original internal protective packaging materials, manuals, accessories, toolkits, and components.
Proof of Purchase: You must provide the order number, customer name, and original email address associated with the purchase.
Note on Hygiene & Safety Items: Due to the personal health and mobility nature of our products, items showing visible wear, dirt, tire scuffs, or missing components cannot be accepted for refund for safety and regulatory reasons.
3. Free Returns & Regional Distribution Centers We are pleased to offer 100% Free Return Shipping on all eligible domestic US returns. However, please note our specific operating procedures regarding return locations:
Company Location & Shipping Hubs: While Helavo Mobility is legally registered in Miami, Florida, our actual fulfillment centers and return facilities are located in Salt Lake City, UT and Sweetwater, TN.
Contact Us for Return Routing: Because we ship from multiple locations, our team must manually determine the optimal return destination based on your delivery address and item availability. You must contact our customer support team at support@helavo-mobility.com to request your free return label before sending any product back.
Do NOT Return Without a Label: Please do not ship items back to our corporate registration address in Miami, to the address listed on your original shipping box, or attempt to generate your own shipping label. Returns sent without an officially issued, pre-paid Helavo Mobility return label cannot be verified, processed, or refunded.
4. How to Initiate a Return
Step 1: Contact Support — Send an email to support@helavo-mobility.com
Step 2: Provide Details — Include your order details and brief explanation of your request
Step 3: Receive Your Free Label — Our team will assign the correct fulfillment center (Salt Lake City, UT or Sweetwater, TN) based on your location and email you a free pre-paid return shipping label with packing instructions.
Step 4: Pack & Ship — Carefully pack the item into its original box, affix the provided return label, and drop off the package at the designated carrier location.
5. Damaged, Defective, or Incorrect Orders Upon receiving your order, please inspect the package immediately. If your item arrives damaged in transit, defective, or if you received an incorrect model or part, please notify us within 48 hours of delivery at support@helavo-mobility.com. We will promptly issue a free replacement or arrange a full refund at zero cost to you.
6. Inspection & Refund Processing Once your returned item arrives at our designated Salt Lake City or Sweetwater facility, our team will conduct a thorough physical inspection within 3 to 5 business days.
Approved Returns: If the item meets all return criteria (unused, in original packaging, all parts included), your refund will be processed immediately. A credit will automatically be applied to your original method of payment within 5 to 10 business days, depending on your financial institution.
Restocking Fees: We do not charge restocking fees for valid returns in original condition. However, if an item is returned damaged, missing parts, or visibly used without prior defect disclosure, a partial refund or rejection may apply.
7. Exchanges The fastest way to ensure you get the model or color you want is to return the item you have (following the return steps above) and make a separate purchase for the new item once your return is authorized.
8. US Legal & State Compliance Notice This policy is governed by and construed in accordance with the applicable laws of the United States and the states in which Helavo Mobility operates. Nothing in this policy infringes upon consumer rights guaranteed under applicable state or federal laws.