Refund policy
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 & Dual Distribution Centers
We are pleased to offer 100% Free Return Shipping on all eligible domestic US returns. However, please note
our specific operating procedures:
Dual Warehouses (East Coast & West Coast): Helavo Mobility ships from two strategic distribution hubs
located in the Eastern (E) and Western (W) United States.
Manual Return Label Assignment: To ensure your return is routed correctly, efficiently, and to the
appropriate regional warehouse, all return shipping labels are generated manually by our team.
Do NOT Return Without a Label: Please do not ship items back to the return address listed on the original
package or attempt to generate your own return label. Returns sent without an officially issued Helavo
Mobility pre-paid return label cannot be processed or verified.
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4. How to Initiate a Return
Step 1: Contact Support
Send an email to our dedicated support team at support@helavo-mobility.com with the subject line "Return
Request - [Your Order Number]".
Step 2: Provide Photos / Details
Include your order details and brief photo proof showing that the product is unused, fully assembled or properly
repacked, and in its original box.
Step 3: Receive Your Pre-Paid Label
Our team will manually review your order, assign the correct regional warehouse (East vs. West Coast), and
email you a pre-paid printable return shipping label with precise instructions.
Step 4: Pack & Ship
Carefully pack the item back into its original box, affix the provided return shipping 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 East Coast or West Coast 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 any 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.