Refund policy

Return and Refund Policy

Last updated: May 4, 2026

Thank you for shopping with UGo-2. We want every customer to feel confident when purchasing mobility scooters, power wheelchairs, and related mobility products. Because mobility equipment is personal, specialized, and often shipped or handled differently than standard retail items, please review this Return and Refund Policy carefully before placing an order.

By purchasing from UGo-2, you agree to the terms below.

1. General Return Policy

Returns may be accepted only when the item meets our return requirements and the return is approved in advance by UGo-2.

To request a return, customers must contact us first. Items returned without prior approval may be refused or may not qualify for a refund.

Return requests must be made within 7 days of receiving the product, unless a different return period is stated on the product page or required by law.

2. Return Eligibility

To be eligible for a return, the product must be:

  • Unused or in like-new condition
  • In the original packaging, when possible
  • Complete with all parts, manuals, chargers, batteries, accessories, and included items
  • Free from damage, heavy wear, odors, stains, water exposure, or signs of misuse
  • Approved by UGo-2 before being shipped or brought back

Products that show signs of use, damage, missing parts, improper handling, or unauthorized modification may not be eligible for return or may be subject to a partial refund only.

3. Non-Returnable Items

Some items may be final sale or non-returnable due to health, safety, hygiene, manufacturer restrictions, customization, or product condition.

Non-returnable items may include:

  • Used mobility equipment
  • Opened or used personal-use items
  • Custom or special-order products
  • Replacement batteries
  • Chargers
  • Cushions
  • Seating accessories
  • Bathroom safety products
  • Products damaged after delivery or pickup
  • Products returned without approval
  • Products missing parts, packaging, manuals, or accessories
  • Clearance, discounted, or final sale items, if marked as such

If you are unsure whether an item is returnable, please contact us before purchasing.

4. Restocking Fees

Approved returns may be subject to a restocking fee.

Restocking fees help cover inspection, processing, repackaging, administrative handling, and manufacturer return costs.

The restocking fee may vary depending on the product, manufacturer rules, condition, and return circumstances.

For mobility scooters and power wheelchairs, a restocking fee may apply even if the product is unused.

5. Shipping, Delivery, and Pickup Fees

Original shipping, delivery, pickup, setup, handling, or service fees are generally non-refundable, unless the return is due to an error by UGo-2 or a confirmed product issue covered by our policy.

Customers are responsible for return shipping costs unless otherwise approved in writing by UGo-2.

Large mobility products may require special return shipping, freight coordination, or local return arrangements. These costs are the customer’s responsibility unless otherwise stated.

6. Damaged or Defective Products

Please inspect your product as soon as it is received.

If your item arrives damaged, defective, or incorrect, contact UGo-2 immediately.

Customers should report damage or defects within 48 hours of receipt whenever possible.

Please provide:

  • Order number
  • Customer name
  • Description of the issue
  • Photos or videos of the damage or defect
  • Photos of the packaging, if shipping damage is involved
  • Any error codes or product behavior details, if applicable

UGo-2 will review the issue and may work with the manufacturer, shipping provider, or customer to determine the appropriate solution.

Possible solutions may include:

  • Replacement part
  • Product exchange
  • Manufacturer warranty claim
  • Repair guidance
  • Refund, when applicable

Do not discard packaging until the issue has been reviewed, especially if shipping damage is suspected.

7. Manufacturer Warranty

Many mobility products are covered by a manufacturer warranty. Warranty coverage varies by product and manufacturer.

Warranty claims may require photos, videos, product serial numbers, proof of purchase, and manufacturer review.

Warranty coverage may not apply to:

  • Misuse
  • Accidents
  • Water damage
  • Improper charging
  • Unauthorized repairs
  • Normal wear and tear
  • Damage from transport
  • Exceeding weight capacity
  • Use outside manufacturer guidelines
  • Cosmetic damage that does not affect function

UGo-2 may help guide customers through the warranty process, but final warranty decisions may be made by the manufacturer.

8. Order Cancellations

Orders may be cancelled before they are processed, shipped, delivered, or specially ordered.

Once an order has been processed, shipped, scheduled for delivery, or specially ordered from a manufacturer, cancellation may not be possible or may be subject to fees.

To request cancellation, contact us as soon as possible.

9. Exchanges

Exchanges may be available depending on product availability, condition, timing, and approval by UGo-2.

If the replacement product costs more than the original item, the customer is responsible for the price difference. If the replacement product costs less, a partial refund may be issued after any applicable fees are deducted.

10. Refund Processing

Once an approved return is received and inspected, UGo-2 will notify the customer whether the refund is approved, partially approved, or denied.

Approved refunds will be issued to the original payment method whenever possible.

Please allow time for your bank, credit card company, or payment provider to process and post the refund.

Refunds may be reduced by:

  • Restocking fees
  • Return shipping costs
  • Missing parts
  • Damage
  • Cleaning or repackaging costs
  • Non-refundable delivery, pickup, setup, or handling fees
  • Any other approved deductions related to the return

11. Refused or Failed Deliveries

If a shipment is refused, missed, undeliverable, or returned because of incorrect customer information, the customer may be responsible for:

  • Original shipping charges
  • Return shipping charges
  • Redelivery fees
  • Storage fees
  • Restocking fees
  • Other carrier or handling charges

Please make sure your shipping and contact information is accurate before placing an order.

12. Local Pickup or Local Delivery Orders

For local pickup or delivery orders, customers should inspect the product at the time of receipt whenever possible.

Once a product has been accepted by the customer, returns are subject to the same eligibility, inspection, and approval requirements described in this policy.

Local delivery or pickup fees are generally non-refundable.

13. Final Sale Items

Products marked as Final Sale, Clearance, Used, Open Box, Special Order, or Non-Returnable cannot be returned unless required by law or unless UGo-2 approves an exception in writing.

14. How to Request a Return

To request a return, contact us before sending or bringing back any product.

Please include:

  • Order number
  • Full name
  • Phone number
  • Email address
  • Product name
  • Reason for return
  • Photos or videos, if applicable

Contact:

UGo-2 / UGo Mobility Customer Care Team
Phone: 855-456-4846
Website: https://ugo-2.com
Email: custumercare@ugo-2.com